topic Re: Phone not dispatched in Archived Posts

Phone not dispatched

jyching1 — Wed, 21 Oct 2020 15:24:15 GMT

Hi,

I placed an order online for a Google Pixel 5 on a pay monthly contract on the 19th October. I paid £50 up front which has been taken from my bank. I received a confirmation email for the order but I've not heard anything since regarding dispatch - nothing shows up on the order tracker either. How long does it usually take for an order to be dispatched?

Re: Phone not dispatched

Chris_B — Wed, 21 Oct 2020 15:54:18 GMT

@jyching1 You’ll need to speak with customer services about this. As you say you placed an order Monday and payment has been taken so your order is being processed. If you have a tracking number not a XKO number as that’s a order number not a tracking number and nothing is saying it’s being processed you’ll need to speak with customer services about this.

Re: Phone not dispatched

jyching1 — Wed, 21 Oct 2020 15:56:22 GMT

Thanks for the reply 🙂 I'll give them a call now 👍

Re: Phone not dispatched

cam_paints — Wed, 28 Oct 2020 19:00:28 GMT

Any update on this?

I ordered mine a couple days after you (21/10) and was told to expect delivery in a week. That week has just passed and still no update.

When calling customer service, the best help they can offer is that they are waiting for stock and I will receive a text from DPD when they have my phone. No talk of time frame though, which is frustrating.

Am I waiting another week? Two?

Re: Phone not dispatched

cam_paints — Wed, 28 Oct 2020 22:16:32 GMT

Are you still waiting on your Pixel 5?

I upgraded two days after you and was told the same, one week, but unlike you I do not have an estimated delivery date on the tracking page.

One week on, I am (unsurprisingly) without handset or further update from EE.

Re: Phone not dispatched

James_B — Thu, 29 Oct 2020 08:12:26 GMT

Hi @cam_paints,

Welcome to the EE Community. 🙂

Which colour did you order?

Thanks

James

Re: Phone not dispatched

cam_paints — Thu, 29 Oct 2020 08:47:57 GMT

Sage Green was the choice!

Re: Phone not dispatched

James_B — Thu, 29 Oct 2020 09:00:08 GMT

Hi @cam_paints,

The Sage Green should dispatch within seven days. We'll send you a text when it's on the way.

Hope this helps.

James

Re: Phone not dispatched

cam_paints — Thu, 29 Oct 2020 09:05:58 GMT

Hi James,

Not awfully helpful I'm afraid.

That's what I was told when I purchased mine on the 21/10, 8 days ago, and it seems as though the only update I am able to get is "it'll be despatched 7 days from your order date", which it hasn't, and no updates on the tracking page.

As far as I can tell, my order isn't arriving and no one can give me even a rough estimate of when to expect it. It is already delayed.

Am I going to be waiting one more day, one more week? It's not good enough to just tell me to wait for a text from the courier or that it will be one week. I don't mind the wait, I do mind being left in the dark.

If people are making purchasing decisions based on the information EE provide, there needs to be clarity.

Re: Phone not dispatched

James_B — Thu, 29 Oct 2020 09:21:13 GMT

Hi @cam_paints,

I'm sorry I couldn't give you a more accurate timescale.

As soon as stock arrives we will dispatch your order.

James

Re: Phone not dispatched

saccentekennedy — Thu, 29 Oct 2020 14:49:16 GMT

What he said! I'm in exactly the same position. Sage green, ordered 8 days ago... no updates. It would be helpful to know whether it is expected to be days, or weeks.

If it's going to be weeks, perhaps we might switch to the black version (which is available right now).

Someone has GOT to have an idea/expectation - or else they wouldn't (still) be quoting 7 days.

Re: Phone not dispatched

cam_paints — Thu, 29 Oct 2020 16:18:44 GMT

Precisely.

Re: Phone not dispatched

saccentekennedy — Sun, 01 Nov 2020 20:04:14 GMT

Anybody have an update? Still no phone 10 days later here!

Re: Phone not dispatched

cam_paints — Mon, 02 Nov 2020 09:13:31 GMT

Yeah, this is day 12 for me.

My tracking page has updated, though. Noticed as of yesterday it showing that dispatch was expected within 24hrs but still has no confirmed delivery date.

Not sure if they actually have the devices in stock and it will be dispatched today or if it's just the tracker moving one step head to make it seem like things are happening.

Been an awful, frustrating experience this. Hope the end is in sight.

Re: Phone not dispatched

Oliver871 — Thu, 23 Dec 2021 08:46:32 GMT

I placed order my new iphone 13 pro max paid £50 upfront ( take from bank) still not received any updates from ee a rand them twice just have to wait or cancel order not given any other info **bleep**??? Paid for £6.99 dpd next day delivery 4 days left still nothing…

Re: Phone not dispatched

James_B — Thu, 23 Dec 2021 09:02:08 GMT

Hi @Oliver871,

Welcome to the EE Community. 🙂

Which colour and storage size did you order?

James