topic Re: No response regarding returns in Orders

No response regarding returns

Keroro79 — Wed, 08 Nov 2023 13:42:18 GMT

I bought a Quest 3 headset from the online store. It arrived last week and is faulty (overheats and shuts off). I gave it a few days and it was still happening so I tried to initiate a refund.

I filled in the refund form on EEs site. This was a couple of days ago but I haven't heard anything back. I tried also emailing EE, and again have had no response.

Has anyone had to do a return through the online store and what was your experience? I haven't even had a confirmation email response and there is no way to contact them by phone or web chat for online store orders!

Re: No response regarding returns

Leanne_T — Wed, 08 Nov 2023 16:01:16 GMT

Hi @Keroro79

Thanks for coming to the community.

Did you purchase the Meta Quest 3 and have added this to an EE account to pay monthly, or did you make a full payment on the EE Store?

Leanne 🙂

Re: No response regarding returns

Keroro79 — Wed, 08 Nov 2023 16:05:59 GMT

Hi. The payment was in full on the online store.

Re: No response regarding returns

Christopher_G — Wed, 08 Nov 2023 18:20:30 GMT

OK, thanks @Keroro79

If you speak to our Mobile Care team, they'll be able to have a look into this and find out what's happening with your return.

Chris

Re: No response regarding returns

Keroro79 — Fri, 10 Nov 2023 08:32:31 GMT

None of the options on that page relate to the online store. I tried ringing the main EE number, and again, no option relating to the online store, so I went through to the first option (mobile phones) and was told they are unable to put me through to someone for the online store and that I need to email. I emailed Complaints (which is supposed to have a 16 hour response time) and more than 24 hours later, no reply.

This has been going on for 4 days now without a response and Im left with a £500 faulty item. If there is no movement by the end of the day, my only recourse is to do a chargeback on my credit card, and contact Citizens Advice / Trading Standards.

Re: No response regarding returns

Katie_B — Fri, 10 Nov 2023 08:37:12 GMT

Good morning @Keroro79.

Have you been able to email the store team on enquire-store@ee.co.uk?

If not I would recommend emailing them.

The link can be found on this page HERE.

Katie

Re: No response regarding returns

Keroro79 — Fri, 10 Nov 2023 08:41:29 GMT

As mentioned on my original post, I have tried the online form, and email. I have now also trie to phone, and have emailed complaints.

Re: No response regarding returns

Katie_B — Fri, 10 Nov 2023 13:19:04 GMT

Thanks @Keroro79.

I just wanted to check it is the same email.

If your goods arrive faulty or become faulty within 6 month we would recommend contacting the manufacturer directly for a warranty refund, repair or replacement.

More information on this can be found HERE.

Katie

Re: No response regarding returns

Keroro79 — Fri, 10 Nov 2023 13:23:59 GMT

I have already contacted them. I spent 2 hours with Meta's support. They
confirmed there was a fault and offered a replacement but advised that the
retailer, ie. EE is responsible for refunds as they are the ones which
sold the item.

I've spent an hour on the phone to EE this morning and was promised a
callback - still nothing.

EE have sold a faulty item. It is their responsibility to refund the item
under UK law but have so far ignored any emails. I have spokent to my
credit card company who have advised me to give it until Monday for EE to
organise a return and if not to apply for a chargeback on my credit card.

Re: No response regarding returns

Katie_B — Fri, 10 Nov 2023 13:31:15 GMT

Thanks for getting back to me @Keroro79.

Did the manufacturer provide you with a fault number/document to provide to our customer service team to process the return?

Is there an option to process a return within your account?

Katie

Re: No response regarding returns

Keroro79 — Fri, 10 Nov 2023 13:38:10 GMT

No, they advised that a returns number is only supplied in case of a replacement, not a refund.

There is a refund form on the account page which is what I filled in initially (as mentioned in my initial comment). They responded asking for the returns code so I replied with a copy of the web chat as evidence that Meta do not provide returns codes. This was Tuesday and was the last communication I have had with them.

Re: No response regarding returns

Katie_B — Fri, 10 Nov 2023 13:40:18 GMT

Did the agent provide you with a timescale for getting back in touch @Keroro79?

Katie

Re: No response regarding returns

Keroro79 — Fri, 10 Nov 2023 13:44:34 GMT

No, after Id sent the copy of the chat on Tuesday I have had no response at all. I did also contact the complaints email yesterday morning which advised of a 16 hour response time, and also the callback option - again, this advised of a 16 hour response.

Again nothing from either of these.

Re: No response regarding returns

Katie_B — Fri, 10 Nov 2023 13:51:34 GMT

Hi @Keroro79. I

I'd recommend allowing the rest of this afternoon for the agent who promised you a call back this morning to get back in touch.

If you still don't hear anything please come back and let us know so we can look into this further.

Katie

Re: No response regarding returns

charlieb1001 — Sun, 14 Jan 2024 19:20:04 GMT

I also having same problem!

purchased ps5 in full via paypal,and all ee telling is to contact sony with the problem which i find absolutley mad as i only bought it on th 20th december last year ,so its within 30 days .EE should send me a reploacement product,Why should i have to go through sony utterly ridiculous !!!!!!

]

Re: No response regarding returns

NeilRawlins1 — Wed, 11 Jun 2025 16:38:05 GMT

Same for me, Nintendo Switch 2 arrived all the seals were broken to raised a refund straight away, no reply, called complaints and they said its an online order issue and I can't do anything about it. Raised a complaint via complaints (again no response) I've since raised a complaint via my Credit Card.

Re: No response regarding returns

Ali_A — Thu, 12 Jun 2025 07:43:55 GMT

Hi @NeilRawlins1

Did you arrange a return by following the steps on the How do I arrange a return page?

You can find out more on the store Returning Goods - Our Return Policy page.

Ali

Re: No response regarding returns

NeilRawlins1 — Thu, 12 Jun 2025 08:03:58 GMT

Hello Ali_A,

I did indeed submit 4 via every way possible over the space of a week to no avail.
I then called customer support, who said there is no way to contact online orders over the phone.
I then raised a formal complaint via the complaints form but that has also gone unanswered so I've now gone to Trading Standards and my credit card company.

I'm baffled how the online trading system can still be in place, given there is clearly no automation. The only reason there would be no automated return process (and email when you request a return) would be due to EE doing it with people (eg. every return creates a ticket/ email that a person has to sort out). Speechless and baffled given EE's size.

Kind regards
Neil Rawlins

Re: No response regarding returns

Ali_A — Thu, 12 Jun 2025 10:35:43 GMT

@NeilRawlins1

When you log into your store account does it show a pending return?

Have you checked your email Junk/Spam folders for any replies that may have been accidentally filtered?

Ali

Re: No response regarding returns

NeilRawlins1 — Thu, 12 Jun 2025 10:59:32 GMT

Hello Ali_A,

No pending returns (It doesn't even show as an order in my account)
As I said above so far I've not had communication around the RMA, QR or ways to return.

Kind regards
Neil Rawlins