topic Re: Order not received in Archived Posts

Order not received

miss_de_vere — Sun, 05 Apr 2020 11:08:47 GMT

I ordered my Samsung S20 upgrade Friday afternoon and havent had an update yet. The handset is in stock, and when i enter my order number to track it, there is no information available. My partner ordered a phone late Thursday night and his arrived 13 hours later, so what is the delay?

Re: Order not received

Northerner — Sun, 05 Apr 2020 11:41:00 GMT

Hi @miss_de_vere

There will inevitably be delays because of the current situation. Just keep checking EE order tracking.

When your order is due to be delivered DPD will text you.

Thanks

Re: Order not received

Katie_B — Mon, 06 Apr 2020 09:25:35 GMT

Good Morning @miss_de_vere.

Thanks for coming to the community.

What colour and memory size did you order the Samsung S20 in?

I would love to see if I can look into this further for you.

Katie 🙂

Re: Order not received

Fludey — Mon, 06 Apr 2020 09:31:52 GMT

I'm in the same Boat so you are not on your own. Ordered S20 Ultra Cosmic Black Friday afternoon and entering order number into EE tracking still returns your order can't be tracked at the moment. Also no Comms from DPD despite first email from EE saying it was expected to be delivered today. My partner also ordered from Vodafone on Thursday and had hers Friday morning.

Re: Order not received

Katie_B — Mon, 06 Apr 2020 10:11:07 GMT

Good Morning @Fludey.

Thanks for coming to the community, I am sorry to hear you have not received your new phone yet.

The S20 Ultra Cosmic Black is currently showing as in stock.

I would recommend giving us a call so our mobile care team can check the status of your order.

Katie 🙂

Re: Order not received

miss_de_vere — Mon, 06 Apr 2020 10:23:38 GMT

Hi Kate

Thanks for your reply- It was the S20 5g 128GB in pink- I know its a strange time but just weird that my partner ordered his Iphone XS Thursday at 8.30pm and it arrived at 9.30am the next day....

Re: Order not received

Katie_B — Mon, 06 Apr 2020 10:37:16 GMT

Thanks for confirming this @miss_de_vere.

This device is also currently showing in stock.

I would recommend following the advice I have provided to @Fludey and give us a call so we can ensure we have your order.

Katie 🙂

Re: Order not received

miss_de_vere — Mon, 06 Apr 2020 12:44:49 GMT

Hi Katie-

All my fault! I haven't changed the name on my account, so my account is still in my maiden name, and when I ordered my new device online I put my married name, so the order was just sat "stuck" in the system, and wasn't processed- I didn't get an email about this, so that didn't help matters, but all sorted now, and should arrive tomorrow thanks 🙂

Re: Order not received

Katie_B — Mon, 06 Apr 2020 12:47:01 GMT

That's great @miss_de_vere.

Be sure to let us know what you think of your lovely new phone :),

Katie