topic @How to complain about a store in Offers & Add-ons

@How to complain about a store

Hans-C-Anderson — Mon, 17 Jul 2023 10:46:55 GMT

As above... how do you do this??

Putting aside the situation, EE customer service advice that "a EE store" is nothing to do with EE,as the stores are franchises.

EE customer service, says I should take it up with the store manager, and there is nothing they can do to intervene.

The problem is... it's the store manager I'm complaining about, plus his boss ( I guess the area manager)... like talking to brick wall

Anyone reading this... Never ever buy or deal with a store,You not actually buying "from" EE and there is zero backing when things go wrong and your issue will typically be dealt with by a 20 year old student who works part time and doesn't know what to do as they've not worked there long..

Re: @How to complain about a store

Alex_M — Mon, 17 Jul 2023 12:42:46 GMT

Hi @Hans-C-Anderson,

Please see EE's complaint code of practice.

There you will see options to complain via email, post and via a web form.

It is absolutely EE's responsibility to deal with complaints about stores and their managers, so please don't take no for an answer. They may be franchised however they are still representing EE. It's possible that the CS advisor you spoke to was misinformed.

Thanks,
Alex

Re: @How to complain about a store

Christopher_G — Mon, 17 Jul 2023 12:47:25 GMT

Hi @Hans-C-Anderson

Welcome to the community.

I'm so sorry to hear of your experience. I recommend following @Alex_M's advice and raising an official complaint. That way, our complaints team can fully investigate it for you and keep you updated.

Chris

Re: @How to complain about a store

XRaySpeX — Mon, 17 Jul 2023 13:09:16 GMT

Also there is no statutory cooling-off period!

Re: @How to complain about a store

Janrobelle666 — Wed, 14 May 2025 09:03:45 GMT

I have literally had this conversation with one of their customer service ‘executives’. Following completion of the web form I have had a call back explaining the stores have their own procedures and are operating independently under the EE brand. My complaint (being sold a phone with a plan I specifically refused) is not something the call centre can deal with. I’m astonished they do not want to police what the stores are doing and also disappointed that my recourse is to go back to the store I dealt with to have my complaint investigated.