topic Poor customer service in EE app and website

Poor customer service

Ashes68 — Sun, 01 Oct 2023 14:07:38 GMT

Approximately 3 weeks ago I ordered a new galaxy watch online. I received acknowledgement of the order to be delivered to weston super mare store.after that nothing.

Checked my app earlier this week and the watch has appeared in my billing section of the app. So I called the store and yes they have it there. Went in to collect earlier today and was told I would have to come back in 2 hours, as they were short staffed.

Not prepared to hang around for 2 hours, I came home and called ee to cancel the order, to be told i would have to cancel in store. I'm not travelling back there to be told I need to make an appointment. So it can just sit there and il cancel everything I have with ee.

Re: Poor customer service

Katie_B — Mon, 02 Oct 2023 06:28:39 GMT

Good morning @Ashes68.

Welcome to the EE Community.

I am sorry to hear you received no notification that you watch was ready for collection in store and when you went to collect it there was a wait.

Did our customer care team advise you that you would need to collect the watch to then return to cancel?

Speak soon,

Katie

Re: Poor customer service

Ashes68 — Mon, 02 Oct 2023 13:55:56 GMT

Yes I was told I have to cancel in store. I don't live in weston and won't be back there anytime soon.

Re: Poor customer service

Katie_B — Mon, 02 Oct 2023 14:24:58 GMT

Hi @Ashes68.

I would recommend trying to call your local store and seeing if there is anything they can do to return the device due to no collection. Once returned this will automatically cancel off your EE account.

Katie