topic Re: Can I return my new phone obtained today instore? in Contracts & Billing

Can I return my new phone obtained today instore?

Annawiththebag — Fri, 19 Dec 2025 01:01:39 GMT

Re: Can I return my new phone obtained today instore?

XRaySpeX — Fri, 19 Dec 2025 04:12:10 GMT

If you ordered in-store you have no "change-of-mind" right of return.

Re: Can I return my new phone obtained today instore?

Chris_S — Fri, 19 Dec 2025 08:54:35 GMT

Hi @Annawiththebag

As @XRaySpeX mentioned, a store would not be able to accept a phone back if you've changed your mind about the order.

Could you tell me a bit about what's made you want to cancel the order please?

Chris S

Re: Can I return my new phone obtained today instore?

Annawiththebag — Fri, 19 Dec 2025 19:59:20 GMT

I called in to just look at the phones and was asked if I needed help. I explained I needed a new phone as mine had run out of Storage and I wanted to know what the most cost effective option would be. Before I knew it, a brand new phone was opened and placed in front of me. There wasn't one on display when I asked. Chap hardly communicated, head down entering data. The price £27 odd was acceptable compared to my SIM Only package of £15. At no time was it explained that I had to pay for the handset. At no time was the actual cost of the phone advised. Only when I got home did I see an email with Price Plan for just the handset I assume? I had to leave store at 5.30 with incompleted data transfer to finish at home plus transfer WhatsApp data and SIM. I am a pensioner and felt treated as if I was dim witted. I am not fully clued up. Chap said he would help me. He helped himself get commission I expect. Been with EE since it was TMobile. I am going to leave when the 36 month plan is up. Disgraceful Service.Sent from my Galaxy

Re: Can I return my new phone obtained today instore?

Annawiththebag — Fri, 19 Dec 2025 20:16:11 GMT

I discovered I could have bought this phone from Argos for £200 and not have had to pay DOUBLE over the 36 month period! HARDLY COST EFFECTIVE IS IT? Adviser DID NOT LISTEN TO ME DID HE??? He should have written my options out so I could have made an informed consent. I did not sign anything. Felt completely bamboozled and mis-sold to!

Re: Can I return my new phone obtained today instore?

Annawiththebag — Fri, 19 Dec 2025 20:17:51 GMT

I agree completely with you. I experienced the same loss of choice!

Re: Can I return my new phone obtained today instore?

Annawiththebag — Fri, 19 Dec 2025 20:18:31 GMT

Maybe because ordinary folk do not know this?

Re: Can I return my new phone obtained today instore?

Michael_D — Sat, 20 Dec 2025 08:47:50 GMT

Thanks for explaining @Annawiththebag.

You should have been taken through all of the charges and contract details, as well as signing the contract before agreeing to it.

If this hasn't happened, I'd recommend going back to the store to discuss with them, and if you aren't satisfied, speak to the store manager.

If you aren't able to get a resolution, please give our customer service guides a call, who can put you in touch with our retail care team to open a complaint.

Michael

Re: Can I return my new phone obtained today instore?

bristolian — Sat, 20 Dec 2025 10:19:33 GMT

With the benefit of hindsight, it's also a reminder to not agree to any sale unless you're happy & comfortable with all the details. Contracts need not be signed to be legally binding, but standard process in EE retail stores is for the details to be presented on a tablet screen, with an electronic signature and copies then provided to you.

Service provision contracts such as mobile phones also have implied consent that by continuing to use the services, you accept the pricing that applies.

There's a few glaring red-flags in your posts thus far, that would merit further questioning rather than agreeing "in haste" as it were, but I agree with the advice to return to the store with a view to opening a formal complaint. Time would be of the essence here though - the longer it's left, I suspect more "why did you leave it?" type questions would get asked.

Re: Can I return my new phone obtained today instore?

Annawiththebag — Sat, 20 Dec 2025 11:26:20 GMT

I don't have the time, I'm a full time Carer for my mother who has Dementia and is 100 next month. Neither do I want to feel stress associated with making a complaint.I replace my phone rarely maybe 3 times now in the past 10 years. EE person did not show me anything on paper or on a tablet. He literally said he'd help me and took over. I am going to have to just suck it up aren't I? But tell you something I will end my Contract with EE over this soon as it's up and I will share my experience.Sent from my Galaxy

Re: Can I return my new phone obtained today instore?

Michael_D — Sat, 20 Dec 2025 11:51:10 GMT

I can appreciate that it is not ideal for you to get back to the store @Annawiththebag.

If you aren't happy with what has been done and the costs, I would recommend raising the complaint, which can be done by calling when you do have the time, or by completing our online complaints form.

Michael

Re: Can I return my new phone obtained today instore?

Annawiththebag — Sat, 20 Dec 2025 12:29:20 GMT

Thank youI just spoke to someone? who listened. I had to check she was still there as complete silence as I recounted the situation not even an "hmmm".Was told to speak to someone else. I don't have half an hour to do this and cannot understand why my issue could not be relayed to the appropriate department on my behalf so I did not have to recount all over again. Highly stressful this business. I was shocked to discover my actual package is only £1.50 odd more than my SIM Only plan of £15! And the rest of the payment of £27+ is to pay for the handset over 36 months! This should have been advised at the time. Ealing Broadway Branch needs a visit from the Area Manager.Sent from my Galaxy

Re: Can I return my new phone obtained today instore?

Michael_D — Sat, 20 Dec 2025 12:36:36 GMT

If it wasn't the right team, they would need to pass you on to the right person who can help @Annawiththebag. It isn't something that can just be passed on to them, as they may need to ask you further questions or get more information.

If you don't have the time to wait on the phone, or go back to the store you can use the complaints link above and raise it that way, but it will take longer to get a reply that way.

Michael

Re: Can I return my new phone obtained today instore?

bristolian — Sat, 20 Dec 2025 13:06:02 GMT

I would certainly recommend persisting with getting a complaint raised via the correct channels - without having been physically in the store with you, it's hard to comment further without having both sides of the story.

But you're quite clearly upset by the situation, and brewing on this for the multi-year minimum-term while you have an opportunity to pursue it now, is unlikely to be good for anyone.