topic Re: Cancelled Order which arrived in Archived Posts

Cancelled Order which arrived

cokezero22 — Mon, 19 Jul 2021 13:29:40 GMT

Hi there,

I'm hoping someone from EE can finally take ownership of an issue before we end up in court.

TLDR version:

1. Ordered an iPad Pro 12.9 5G on 25th May 2021.
2. EE Website (both personal and business) stated it was in stock for next day delivery.

3. Nothing received on 26 of May. Called to enquire and was told the website was wrong and the device was not in stock. It would likely be 2 weeks.

5. Disappointed in EE and cancelled the order on the phone. Ordered from Vodafone and the device arrived in the morning (despite being ordered at almost 8pm). Note that I have a screenshot of the EE order status page confirming the cancelled order.

6. Come 1st of July, 5 weeks after ordering an item which claimed to be in stock, the device arrives. We are being billed for this order despite being cancelled weeks before it arrived.
7. Item was not signed for as the DPD driver ran way from the door.

8. Contacted EE on the 2nd of July 2021. Was advised someone would call me back regarding the "return" but no one did.

9. Called again on 12th of July 2021. Gentleman from Channel Returns took his time and sorted out a collection and provided £30 of compensation. No courier came to collect the device. No sign of a £30 credit either.

10. Called again today and was advised EE have no facility to arrange for collections. Agent claimed they couldn't see notes left by the EE team member from last week I was advised my only escalation would be to contact the ombudsman.

Essentially, EE have entered us into what is a fraudulent contract / error on EE's part. This is not my problem to sort out...Please help!

Re: Cancelled Order which arrived

Christopher_B — Mon, 19 Jul 2021 15:33:47 GMT

Hi @cokezero22

Welcome to the EE Community.

I hope you're well and having a nice day, other than this issue of course. I'm so sorry to hear that this has been way more complicated than it should be.

When it comes to returning a device we would normally send you a returns envelope to send it back to us. Have you received anything from us at all since talking to channel returns on 12th July?

Thanks

Chris

Re: Cancelled Order which arrived

cokezero22 — Mon, 19 Jul 2021 15:50:46 GMT

Hi Christopher,

I'm sure you can agree this is not a normal situation. EE have illegally entered us into a contract and there is no other way of looking at this.

The order was cancelled shortly after it was placed (due to highly misleading availability) on 26th May 2021. It arrived on the 1st of July 2021, over 5 weeks after it was cancelled. I have proof of the cancelled status from the 26th of May 2021.

It is not my responsibility to ship the device, which I did not sign for, back to EE. A collection must be arranged and indeed one of your colleagues advised it had been booked. Please escalate this internally within EE.

Re: Cancelled Order which arrived

Christopher_B — Mon, 19 Jul 2021 16:11:51 GMT

@cokezero22 I've sent you a private message about this, could you please check it out when you get a chance.

Thanks

Chris