I ordered a SIM card from Lebara on 23 September, and it still hasn't arrived.
On Monday, I contacted customer service and was told that a replacement SIM had been arranged. However, I later discovered that no replacement had actually been dispatched.
On Wednesday, I was told that another replacement had been arranged and that it would arrive within 24–48 hours. It is now Saturday, and I still haven't received anything.
I have already been waiting for more than a week just to receive a SIM card.
To make matters worse, yesterday an agent told me that they had escalated my case to a manager or senior customer service representative, who would definitely contact me by phone or email that same day. Needless to say, I received absolutely nothing.
On Wednesday, I also submitted a formal complaint online. I was asked to provide details of my order and was told that I would receive a formal complaint reference number. Three days have now passed, and I have received absolutely no response or reference number.
This is completely unacceptable. The level of customer service is appalling, the efficiency is shockingly poor, and there seems to be absolutely no willingness or ability to deal with problems when things go wrong.
I have been given repeated assurances that have not been fulfilled. Even the formal complaints process appears to be going nowhere. I have completely lost confidence in this company's ability to resolve even a simple issue.
Is this really how Lebara treats its customers?
On Monday, I contacted customer service and was told that a replacement SIM had been arranged. However, I later discovered that no replacement had actually been dispatched.
On Wednesday, I was told that another replacement had been arranged and that it would arrive within 24–48 hours. It is now Saturday, and I still haven't received anything.
I have already been waiting for more than a week just to receive a SIM card.
To make matters worse, yesterday an agent told me that they had escalated my case to a manager or senior customer service representative, who would definitely contact me by phone or email that same day. Needless to say, I received absolutely nothing.
On Wednesday, I also submitted a formal complaint online. I was asked to provide details of my order and was told that I would receive a formal complaint reference number. Three days have now passed, and I have received absolutely no response or reference number.
This is completely unacceptable. The level of customer service is appalling, the efficiency is shockingly poor, and there seems to be absolutely no willingness or ability to deal with problems when things go wrong.
I have been given repeated assurances that have not been fulfilled. Even the formal complaints process appears to be going nowhere. I have completely lost confidence in this company's ability to resolve even a simple issue.
Is this really how Lebara treats its customers?
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