topic Re: New Order in Archived Posts

New Order

bryonybills — Wed, 08 Apr 2020 09:35:00 GMT

Good Morning

I ordered a Samsung Galaxy Watch Active 2 - 44mm as an add on to my contract. I've received the order confirmation email but haven't yet received anything else. I'm unable to track my order. Please can you confirm the order status? The website says you're deliveries are running as normal with usual dispatch estimated within 24hrs. Just looking for an update : )

Many thanks

Bryony

Re: New Order

Northerner — Wed, 08 Apr 2020 17:43:17 GMT

Hi @bryonybills

You can check your order via EE order tracking.

https://myaccount.ee.co.uk/orderdetails

When your delivery is due DPD will text you.

Thanks

Re: New Order

bryonybills — Thu, 09 Apr 2020 09:54:23 GMT

Hi @Northerner

Thanks for your reply. Unfortunately, I'd already tried that multiple times using my xko number with both my email address and mobile number. It returns the following error:

Sorry, that didn't work!

Please try again. You'll need:

Your order reference number: It's 8 or 12 characters and may include numbers and letters.
Email address or phone number: Just make sure you use the same email or the phone number you used to place your order.

I still haven't received any further updates. There's no sign of the order on My EE Account so the only confirmation I currently have is the initial email.

Many thanks

Bryony

Re: New Order

Katie_B — Thu, 09 Apr 2020 11:10:36 GMT

Thanks for getting back to us @bryonybills.

As soon as your order is ready to be dispatched you will be notified and receive further confirmation from DPD.

If you still wish to chase the status of your order, I would recommend giving us a call.

Katie 🙂

Re: New Order

bryonybills — Fri, 24 Apr 2020 11:38:59 GMT

Can I have an update please?

Using your order tracker gives me this response:

Sorry, we can't show your order details right now.

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD.

To point out the obvious, EE isn't keeping me up to date on the progress of my order via text, email or otherwise.

Having called the EE customer service number, the wait times are over an hour. If I could be self-sufficient and seek my own updates, that would be fine. However, your order tracker isn't working.

Look forward to hearing from you with an ETA

Bryony

Re: New Order

Leanne_T — Fri, 24 Apr 2020 12:12:22 GMT

Hi there @bryonybills

Thanks for coming back to us.

I am sorry we have no account access to check this for you, if you can give us a call our Mobile Care team can check the order for you and give you an update on your Samsung Watch delivery.

Let us know how you get on 🙂

Leanne.