topic Re: Order fulfillment during covid-19 in Archived Posts

Order fulfillment during covid-19

Galaxyhunter — Tue, 24 Mar 2020 16:33:36 GMT

I have a Galaxy S20+ on pre-order, to be delivered to an EE store. As these stores are now closed, but DPD are still delivering, will my order be redirected to my home address? Thanks in advance

Re: Order fulfillment during covid-19

Chris_B — Tue, 24 Mar 2020 17:11:28 GMT

@Galaxyhunter you’ll need to contact customer services about this.

Re: Order fulfillment during covid-19

Katie_B — Wed, 25 Mar 2020 08:54:42 GMT

Good Morning @Galaxyhunter.

Welcome to the EE Community.

Have you been able to follow the advice from @Chris_B and speak with our customer care team?

Speak soon,

Katie 🙂

Re: Order fulfillment during covid-19

Galaxyhunter — Thu, 26 Mar 2020 13:48:33 GMT

Unfortunately i work in a key industry, and have been unable to find the time. I am hoping to give them a try this afternoon. Thanks

Re: Order fulfillment during covid-19

Katie_B — Thu, 26 Mar 2020 14:08:03 GMT

Please be sure to keep us updated with the outcome after speaking with them @Galaxyhunter.

Katie 🙂

Re: Order fulfillment during covid-19

Galaxyhunter — Mon, 30 Mar 2020 16:15:25 GMT

After speaking to an advisor on Thursday 26th, i was told that the store managers were contacting customers to make new arrangements for delivery, and to expect a call within 48 hours, no call has been recived as of yet.

Re: Order fulfillment during covid-19

Leanne_T — Mon, 30 Mar 2020 16:59:50 GMT

Hello there @Galaxyhunter

Thanks for coming back to us.

Once your new phone is available, a member of our team will contact you to check if you’d still like to receive this and, if so, we will arrange sending this to you directly.

We have taken all of the phones out of our shops.

Thanks.

Leanne.

Re: Order fulfillment during covid-19

Galaxyhunter — Tue, 07 Apr 2020 14:30:51 GMT

As of today, 7th April, i have still had no information from EE about my order. Not even so much as a courtesy call to say my order is in the UK. Can someone tell me if your even getting the stock in? Or any idea of what lenth of delay other customers had to endure for order placed to delivery of order? Thanks

Re: Order fulfillment during covid-19

James_B — Tue, 07 Apr 2020 14:35:28 GMT

Hi @Galaxyhunter,

I'm sorry to hear you haven't received your phone yet.

Our retail team will be in touch when stock is available to fulfil your order.

Thanks

James

Re: Order fulfillment during covid-19

Galaxyhunter — Tue, 07 Apr 2020 14:55:41 GMT

Well thank you James for telling the same thing you collegue alread had, however i want some real tangable information, let me give you some frist. 1, i am paying for a phone i have not had! 2, my upgrade contract started on 8th march, as part of contract i have anytime upgrade in effect from 23rd march, but no phone to upgrade! So, again, i would like to know if you are getting deliveries? And what average lenth of delay has been for customers? Or i shall contact oftel to see what breach of contract actions i can take. I would prefer to stay with EE as have been for 12 years, but will seek legal compensation if not resolved!

Re: Order fulfillment during covid-19

James_B — Tue, 07 Apr 2020 15:15:43 GMT

Hi @Galaxyhunter,

I know it's frustrating when you're excited about a new device. All orders are subject to stock from the manufacturer and we're working with them to ensure we can fulfil orders as quickly as possible.

Has your plan changed in My EE? I wouldn't expect your new plan to start until your phone has been dispatched to you.

Thanks

Jams

Re: Order fulfillment during covid-19

Galaxyhunter — Tue, 07 Apr 2020 16:16:57 GMT

My old contract ended on the 8th March, and new one has been in effect since that point. So yes James, my new contract has started, and you still havent answered my question. I grow tired of the divertionary tactic being employed here. ARE YOU GETTING STOCK IN? WHAT HAS BEEN THE AVERAGE DELAY TIME BETWEEN ORDER PLACED AND ORDER FULFILLED? They are not hard questions, please give me a propper answer. Thanks

Re: Order fulfillment during covid-19

Galaxyhunter — Tue, 07 Apr 2020 16:25:23 GMT

I would like to add that on EE track my order, it was dispatched on the 9th of march, 1 month ago tommorrow!!

Re: Order fulfillment during covid-19

James_B — Tue, 07 Apr 2020 16:32:58 GMT

Hi @Galaxyhunter,

As your new plan has started and your order tracking showed your phone was dispatched, I suspect your order may have been lost in transit.

Please contact our Customer Care Team who will be able to check the status of your delivery with DPD to see what has gone wrong.

Thanks

James

Re: Order fulfillment during covid-19

Galaxyhunter — Tue, 07 Apr 2020 16:40:47 GMT

Is it not more likely that as your doing first come first served, my phone has gone to someone else? I shall give them a call, however, if they are unable to resolve this, i'll be getting legal advice on whether this constitutes breach of contract! Thanks James