Online order error and now 14 day delay

Stupap — Mon, 23 Sep 2024 12:35:03 GMT

I called EE on Saturday to discuss an upgrade and was told I was not entitled to any discount. I then ended the call and then decided I would arrange the upgrade online via EE website. I upgraded to iPhone 16 pro on a new contract and paid £100 upfront.

It was confirmed that delivery would be arranged within 24 hours. I received confirmation email re my order with an XKO reference no.

After not hearing anything further and error messages appearing via the app when trying to track my order, I called customer service who told me that they had no record of my order. I was then put through to the online orders team who told me they had a record of the order, and could see that I paid £100 upfront, however, there had been some sort of error and the item was not processed properly their end.

I was then told that they would have to fill out a form and this would take 48 hours to process. After which i would ‘probably’ receive a phone call to rearrange the order. (They did not seem sure that I would receive a call)

As the phone I had ordered on Saturday was now out of stock, on the above process was complete it would be a wait of 14 days before delivery.

At no point did I receive an apology. I had to ask for compensation, and was told the best that they could do would be to pay my next phone bill £34 on a sim only contract)

Overall, my experience has been incredibly disappointing. If I had not called to check today on the order nothing would have been done. I received no notification of the error prior.

It now looks as though it will be nearly 3 weeks before I receive my upgrade, that is, if the upgrade is processed this time.

Not impressed!

Re: Online order error and now 14 day delay

Christopher_G — Mon, 23 Sep 2024 15:02:59 GMT

Hi @Stupap

Welcome to the community.

I'm sorry to hear that there was a problem with your order. It sounds like it could have been a technical issue. It's good that they can see the order. You should get an update within that timescale they mentioned, either by call or email.

Please keep us posted on what happens.

Chris

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Online order error and now 14 day delay

Re: Online order error and now 14 day delay