topic Re: Order delivery in Archived Posts

Order delivery

palms78x — Tue, 14 Apr 2020 13:39:21 GMT

Does anyone have any advice on a phone order i made friday, I got a confirmation email and upfront payment taken but theres no further info or tracking information?

Re: Order delivery

Saz_91 — Tue, 14 Apr 2020 14:15:17 GMT

I've the same issue

Re: Order delivery

Smudgenav — Tue, 14 Apr 2020 18:58:57 GMT

Same issue 😥

Re: Order delivery

Hannah301 — Wed, 15 Apr 2020 06:24:15 GMT

I’ve also got the same problem. Ordered and payment taken, but nothing since and no tracking. Assume everything is more difficult because of Covid19, and I understand - it’s just that I wish the communication was bit more proactive. If I knew it would take a few more days that would be fine.

Re: Order delivery

palms78x — Wed, 15 Apr 2020 07:50:30 GMT

I rang ee yesterday and they reordered my phone and its coming today, you should give them a ring to check x

Re: Order delivery

Christopher_G — Wed, 15 Apr 2020 10:32:08 GMT

Hi all.

Welcome to the community and thank you for ordering. 🙂

DPD will send you a message the day before delivery. If you're worried your order hasn't gone through properly, I recommend speaking to our Mobile Care team.

Thank you.

Chris

Re: Order delivery

Hannah301 — Wed, 15 Apr 2020 10:57:38 GMT

Hi Chris,

Thanks for replying so quickly - I think that your response doesn't quite help with the issue we've raised though. The information you've responded with is already in our confirmation emails.

The main issue we're raising is not about being worried our orders haven't gone through (it seems as though we've been charged and had our confirmation emails) or about DPD delivery - again, that information is already in those confirmation emails.

I think this is a frustration about not knowing when our orders will arrive or how long we'll be waiting. I've been told two very different timelines.

On the website and at the point of sale the message said:

"As soon as your items are in stock, we'll dispatch your order within 24 hours. Your order will be delivered to you via the courier DPD or to your chosen store, ready for you to collect. Covid-19 update: Where possible we will still dispatch your order within 24 hours, but some orders may take a little longer to get to you." My item was in stock and confirmed 'in stock' in my confirmation email.

But another email I had 3 days after I placed my order says:

"You will get free Monday to Friday delivery as standard on all online orders and we will try our best to deliver within 14 working days providing your order is accepted before 17:00."

I also cannot track my order to find out if I'm getting it any time soon as your tracking service doesn't seem to be working.

Personally, I would totally understand if the Covid situation was the cause of the issues - we're all trying our best right now - but then you also have a message on the website saying 'Our delivery operations are currently operating as normal with extremely good service levels right across our network'...

So it's not clear where the issue is. Should I expect delivery in 24 hours or 14 days? And are you having difficulties with the order tracker or not? Is it Covid causing delays with delivery? If so, I think it's honestly better just to be clear about it - I really think people will understand.

Re: Order delivery

Saz_91 — Wed, 15 Apr 2020 11:07:28 GMT

I ordered my new phone almost a week ago and youve taken payment for upfront cost for it. So there isn't an issue with order going through. Its the delivery side of the phone being delivered. We get told to it'll be with us in 24 hours then we get told DPD will notify us. But surely it shouldn't have taken over a week, I understand delays because of covid 19 but we've been told several times to wait for DPD to text. If you can't give us proper confirmation I can see EE possibly losing customers. Hope you can help us more than just tell us to wait for DPD to text. I don't even have a tracking number for them. Just my order number and its said since last week awaiting confirmation for delivery.

Re: Order delivery

Christopher_G — Wed, 15 Apr 2020 11:10:53 GMT

Thanks @Hannah301 and @Saz_91

Which phone did you each order?

Chris

Re: Order delivery

Saz_91 — Wed, 15 Apr 2020 11:22:12 GMT

I order the Samsung S20 5G phone in Cosmic Grey.

Re: Order delivery

Hannah301 — Wed, 15 Apr 2020 11:19:58 GMT

Thanks for quick response. I ordered a 'good as new' iphone 11 (128GB) Black.

Re: Order delivery

PikkuJessica — Wed, 15 Apr 2020 11:22:52 GMT

Nobody answered my post and i’m having the same issue as these guys

i also ordered the Samsung S20 ultra which was confirmed in stock and estimated to be delivered today but i havent received any text or tracking from DPD

ta x

Re: Order delivery

Smudgenav — Wed, 15 Apr 2020 11:28:41 GMT

I rang ee on 150 this morning, was told then I ordered the phone online it wasn't in stock so even tho I had a confirmation email with a order number notification nothing happened, I suggest ringing them dial 150 and wait till someone picks up, the online support is useless

Re: Order delivery

Christopher_G — Wed, 15 Apr 2020 11:47:50 GMT

The Samsung S20 5G Cosmic Grey and Good as new Apple iPhone 11 are both in stock and expected to be dispatched within 24 hours.

Phones ordered between 10-13th April were expected to be delivered yesterday, so I recommend speaking to our Mobile Care team, @Saz_91 and @Hannah301.

Both versions of the 128GB Samsung S20 Ultra are expected to be dispatched within 7 days, @PikkuJessica.

Chris

Re: Order delivery

Saz_91 — Wed, 15 Apr 2020 11:48:28 GMT

I also have a number calling me don't know if this is yourselves or not - 01844 398610. Can you confirm this?

Re: Order delivery

Saz_91 — Wed, 15 Apr 2020 11:49:43 GMT

Okay so is this number yourselves that's trying to contact me 01844 398610, can you confirm this please?

Re: Order delivery

PikkuJessica — Wed, 15 Apr 2020 11:51:09 GMT

Would’ve saved yourselves the hassle of people moaning if you just let people know about S20 Ultra dispatch time via our ‘your order is on its way’ enail

is that 7 days from the day i made my order?

ta x

Re: Order delivery

Christopher_G — Wed, 15 Apr 2020 11:54:03 GMT

That's not one of our numbers, @Saz_91.

Chris

Re: Order delivery

Christopher_G — Wed, 15 Apr 2020 11:54:43 GMT

Yes, the estimate is 7 days from the order date, @PikkuJessica.

Chris

Re: Order delivery

seanstone97 — Wed, 15 Apr 2020 17:53:05 GMT

I ordered a tv as one of my add ons to my contract, ordered it early monday morning and got the email saying it has been confirmed, but since then i have had no news. I feel bad ringing 150 due to the obvious circumstances, but i haven't heard anything in nearly 4 days now shall i just ring 150? Cheers