topic Re: Sorry, we can't show your order details right now. in Orders

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

JamesAE — Tue, 29 Aug 2023 16:13:23 GMT

On the order tracker I keep getting this message: Sorry, we can't show your order details right now.

I spoke to someone on the live chat to see what's going on and they told me my order will be ready by the 28th. The tracker however is still showing this message. Can someone help me out please?

I ordered a google pixel 7 pro 128gb

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

Leanne_T — Tue, 29 Aug 2023 17:33:58 GMT

Hi @JamesAE

Thanks for coming to the community.

Which colour Google Pixel 7 Pro did you order?

Was this an upgrade or new contract?

Leanne 🙂

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

JamesAE — Tue, 29 Aug 2023 18:21:21 GMT

@Leanne_T wrote:
Hi @JamesAE
Thanks for coming to the community.
Which colour Google Pixel 7 Pro did you order?
Was this an upgrade or new contract?
Leanne 🙂

Obsidian, and it is an upgrade.

I get it's in high demand but the track order page is just terrible.

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

Christopher_G — Wed, 30 Aug 2023 06:48:14 GMT

Hi @JamesAE

I've checked our stock this morning and it's in stock and that model, size and colour is expected to be dispatched within seven days. DPD will be in touch with you the day before and the morning of delivery.

Hope you have it soon.

Chris

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

cwhslh — Wed, 30 Aug 2023 15:16:48 GMT

Hi,

my dodgy iPhone 13 finally collapsed recently and I was able to use the upgrade option to get an iPhone 14, supposedly to be dispatched next day. However three days have passed with no info... The the online tracker says "we can't yet give you any info about delivery...", and calling 150 is a waste of time, as they don't reckon to answer delivery questions on the phone... "please use the website etc" . I used to be very pleased with EE service until it became BT.

How can I find out if it will arrive before I go on vacation?

Any help anyone?

Thanks

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

cwhslh — Wed, 30 Aug 2023 15:59:06 GMT

I am having the same frustrating issue - no tracking info after three days and no-one to call.

It looks like it may arrive when we are away, but no way to tell anyone except by cancelling the order...

Clive

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

Leanne_T — Wed, 30 Aug 2023 16:06:15 GMT

Hi @cwhslh

Thanks for coming here.

Which model including size and colour did you order?

Leanne 🙂

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

cwhslh — Wed, 30 Aug 2023 16:09:36 GMT

Hi Leanne

I ordered the plain iPhone 14…

Thanks

Clive

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

Leanne_T — Thu, 31 Aug 2023 08:57:43 GMT

Sorry, which model size and colour iPhone 14 did you order? Such as for example black 128GB? @cwhslh

Leanne.

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

JamesAE — Thu, 31 Aug 2023 08:35:39 GMT

Over 7 days now and still the same message. What a terrible level of customer service!

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

Christopher_G — Thu, 31 Aug 2023 08:46:29 GMT

Since it's been over 7 days, I'd recommend speaking to our Mobile Care team so they can check your order, @JamesAE

Chris

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

Sho6 — Thu, 31 Aug 2023 08:52:55 GMT

I’m getting the same message-ordered an upgrade iPhone 13 mini on 28/08 and still nothing. Been getting loads of texts about changes to my plan (about 4 a day) but no info on when I will get my new phone. Help pages and phoning are useless

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

Christopher_G — Thu, 31 Aug 2023 09:07:04 GMT

Welcome to the community, @Sho6

It may be worth speaking to our Mobile Care team so they can check your order too.

Chris

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

JamesAE — Thu, 31 Aug 2023 17:27:57 GMT

That amounted to nothing. They are saying I should wait 4 to 6 more days. How has it not been delivered to store even though it is in stock?

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

Christopher_G — Fri, 01 Sep 2023 07:39:10 GMT

Hi @JamesAE

The phone isn't in stock at the moment. The current estimate for new orders today is to expect dispatch within 14 days, which is a bit longer than when I checked last time for you.

Once we receive stock from the manufacturer and your order has been dispatched, DPD will text with tracking details to arrange delivery. They are sent out on a first come, first service basis.

Thanks for your patience so far.

Chris

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

JamesAE — Fri, 01 Sep 2023 07:47:42 GMT

What a farce. Other companies can get it to me tomorrow. I shouldn't be waiting this long when I ordered when it is in stock and it told me 7 days.

I'm also getting texts through saying I've been switched over to my new plan?! And I haven't even got my phone yet?!

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

Christopher_G — Fri, 01 Sep 2023 07:52:04 GMT

Those messages are usually a good sign that it's being processed, @JamesAE.

If you would like to discuss or amend your order, you'll need to speak to our Mobile Care team.
Chris

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

Sho6 — Fri, 01 Sep 2023 08:04:19 GMT

I was the same getting loads of messages saying all the changes had been made but still nothing. Eventually got through to someone at the mobile care team who told me my phone would be delivered today….not holding my breath as still not got anything to say this.
if it wasn’t for we being the only provider that gives decent (not great coverage) in my area I would be going elsewhere for much cheaper

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

cwhslh — Fri, 01 Sep 2023 09:14:12 GMT

OK so while I was writing this yesterday the phone arrived by DPD.
Still no info on tracking but at least I have it.

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

Leanne_T — Fri, 01 Sep 2023 09:15:05 GMT

Thanks for coming back and letting us know @cwhslh

Leanne 🙂