topic Free earbuds in Offers & Add-ons

Free earbuds

Tonkatoy — Wed, 24 May 2023 09:30:55 GMT

I recently purchased a Samsung s23 ultra and was promised a pair of earbuds as part of the contract. Now EE are saying that the earbuds are not going to be sent as the offer had finished despite the sales person and her manager promising otherwise, on the day of purchase I sent a screenshot of the offer taken off their website and later complained about being misled ,they still told me I still wasn't entitled and this was a mistake , even after they had listened to the recording of the telephone conversation. This is going to be my last attempt to reason with EE before going to the communications ombudsman as this is the second time they have done this to me .

Re: Free earbuds

Leanne_T — Wed, 24 May 2023 11:19:41 GMT

Hi @Tonkatoy

Thanks for coming here.

I am sorry to hear this, when did you place the order?

Speak soon.

Leanne 🙂

Re: Free earbuds

Tonkatoy — Wed, 24 May 2023 12:18:52 GMT

I think it was on the 23rd of March

Re: Free earbuds

Leanne_T — Wed, 24 May 2023 12:10:12 GMT

Thanks @Tonkatoy

Did you place the order online, or over the phone?

Was the offer showing in your confirmation email?

Leanne 🙂

Re: Free earbuds

Tonkatoy — Wed, 24 May 2023 15:27:57 GMT

It was over the phone and it was confirmed in a message and verbally. I also sent confirmation of a screenshot as they said the offer had ended initially, then after speaking to her manager she confirmed that the buds would be issued. I have also requested a copy of the transcript to be sent to me today so that they may be passed on to the ombudsman if this doesn't get resolved.

Re: Free earbuds

Chris_B — Wed, 24 May 2023 17:19:59 GMT

@Tonkatoy Free gifts do not form part of the contract you have with EE. They are a gift while stocks last and within the promotion period.