topic Re: Where is my order in Archived Posts

Where is my order

Gk78 — Tue, 28 Apr 2020 16:45:44 GMT

I ordered a new phone - xkoXXXXXXXXX on 20/4/20. In the email I received it says - Now in stock. Usually despatched within 1 day.

But I haven’t heard anything since, no indication that my phone is on its way or that there is some sort of delay!

Very frustrating ☹️

[Mod edit: please don't post personal information on the public forum, thanks!]

Re: Where is my order

amykatee — Tue, 28 Apr 2020 15:04:14 GMT

Ive got the same issue, i ordered a Switch lite as an add on, on Saturday, got confirmation email saying 1 day delivery but havent heard anything since, guessing they're backlogged and dont realise

Re: Where is my order

leeds69 — Tue, 28 Apr 2020 15:54:15 GMT

Not to bad, I have been waiting for mine since March 10th

I ordered Galaxy S20 Ultra 512GB, and I heard heard anything the last 2 weeks either

Re: Where is my order

Jon_K — Tue, 28 Apr 2020 16:47:25 GMT

Hi @Gk78.

Welcome to the community.

Are you able to track your order in our online order tracker, using your order number?

Jon

Re: Where is my order

leeds69 — Tue, 28 Apr 2020 16:52:59 GMT

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

Re: Where is my order

Gk78 — Tue, 28 Apr 2020 17:13:27 GMT

Sorry I meant to say. When I try I get -

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.

For the latest news on device launches, pop by the EE Community.

For more info on ordering, or if your order hasn't arrived, visit our Help section.

Re: Where is my order

Jon_K — Tue, 28 Apr 2020 17:25:03 GMT

Thanks @Gk78.

Have you had any communication from DPD?

If not, I'd recommend contacting our Customer Care team so they can give you an update on this.

Jon

Re: Where is my order

Gk78 — Tue, 28 Apr 2020 17:29:16 GMT

No we haven’t heard anything. Neither via email nor text.

Re: Where is my order

leeds69 — Tue, 28 Apr 2020 17:33:38 GMT

Re: Where is my order

Jon_K — Tue, 28 Apr 2020 17:35:39 GMT

In that case, @Gk78, I'd recommend getting in touch so we can get you an update on this.

The team will be able to access your account and update you.

Jon

Re: Where is my order

Gk78 — Wed, 29 Apr 2020 11:01:23 GMT

I am not sure why I bothered ordering online in the first place! I spoke to someone and I should get my new phone tomorrow. Apparently my online order got stuck some how and wasn’t going anywhere! In my opinion something seems to be very wrong with EE’s online offering if this can happen ☹️

Re: Where is my order

Jon_K — Wed, 29 Apr 2020 11:09:42 GMT

I'm sorry to hear this, @Gk78.

I'm glad it's coming tomorrow, let us know when it arrives.

Jon

Re: Where is my order

Gk78 — Thu, 30 Apr 2020 06:56:03 GMT

Thank you Jon_k. I wish I could be as confident as you that it will arrive today but we haven’t had an email or a text to confirm that we have made the order or to confirm that it is coming today. I will let you know if we do.

Re: Where is my order

Gk78 — Thu, 30 Apr 2020 12:39:21 GMT

Still no contact either via email or text

Re: Where is my order

Jon_K — Thu, 30 Apr 2020 13:47:43 GMT

Hi @Gk78.

I'd recommend waiting to see if it arrives today.

If it doesn't, I'd recommend contacting our Customer Care team again in the morning.

Jon

Re: Where is my order

leeds69 — Thu, 30 Apr 2020 13:50:38 GMT

And check if there a a shipment arriving in the next week. Then you know if
they will be getting stock in od not

Re: Where is my order

Gk78 — Thu, 30 Apr 2020 19:50:49 GMT

Still nothing despite EE promising I would get it today! Looks like I will have to phone them up again! Fabulous customer service! I know that they will be short of staff but an automated message on the website saying ‘we are short on staff and there are problems with our couriers because they are short on staff so please be patient you will get your phones eventually ‘ would be a lot better than unfulfilled promises of next day delivery!

Re: Where is my order

amykatee — Thu, 30 Apr 2020 19:58:25 GMT

Its a joke isnt it, its EEs issue not DPD, ive had 3 parcels this week from DPD that werent due until next week that have arrived early this week 🤷🏻‍♂️,

Calling customer services is usless cause you just get cut off or told not to call unless its urgent (and then cut off again) , you cant even use the online chat anymore for issues like this because they've taken away their ability to properly see into peoples accounts (they've sorted stuff out for me in the past so i know they can do it)

I wouldnt mind the long delivery if they just said sorry we're busy this might take 7-10 days (or even longer, some people have been waiting since march) but they're still stating they can deliver next day, even the people running the Twitter account seem to thing everything shall be delivered next day, they asked me a couple of days later of my order arrived, after i asked them about the issue and when i said no their response was 'oh well, im sure itll turn up soon' 🤦🏻‍♀️

Re: Where is my order

Gk78 — Fri, 01 May 2020 08:39:27 GMT

Not sure I should have to call EE just because they have let me down. So I have emailed the CEO instead to complain.

Re: Where is my order

Gk78 — Fri, 01 May 2020 13:08:43 GMT

I finally gave in and called them. It turns out that the phone I ordered had a 21 day wait (which I wasn’t told about at the time of order or subsequently). I should now get the phone on Monday 🙄