topic Re: NO CONFIRMATION ORDER EE ARE A JOKE in Orders

NO CONFIRMATION ORDER EE ARE A JOKE

Ash186 — Fri, 20 Sep 2024 13:59:50 GMT

placed an order last week for the new iPhone, paid upfront cost was given an order number and account number over the phone. But never received any email confirmation. Called them today and they can’t even find my order, I’ve been told it doesn’t exist on the system. This is a joke.

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Katie_B — Fri, 20 Sep 2024 16:49:47 GMT

Hi @Ash186.

Thanks for coming here.

I am very sorry to hear this has happened.

Did our team manage to process your order over the phone?

Katie

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Ash186 — Fri, 20 Sep 2024 16:54:25 GMT

my order was placed over the phone last week and your team told me I’d get a confirmation email within 48 hours. I never received anything confirming it, I don’t have an order number or account number. When I spoke to your team they couldn’t even find the transaction of the upfront cost on your system and told me to contact my bank for a refund.

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Chris_B — Fri, 20 Sep 2024 17:24:12 GMT

@Ash186 Have you checked your spam folder ?

And you’ve contradicted yourself
First post

“placed an order last week for the new iPhone, paid upfront cost was given an order number and account number over the phone.”

second post

“I don’t have an order number or account number”.

so what is it ?

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Ash186 — Fri, 20 Sep 2024 17:31:50 GMT

Sorry mate, typo. Happens when you’re **bleep**ed off after waiting to speak to someone for 2+ hours and they tell you your order doesn’t exist. When I gave the team my order number and account number they said they don’t have a record of it on their system. Nothing in spam folders either.

Ive given them a PAC code and everything over the phone and been told not to worry etc they’ll handle it but clearly couldn’t if they don’t even have a record of it in the system.

When I enter the order number on the EE track order page it comes up with this message,

“

Sorry, you can't track this order type just yet.

At this time, we can only provide tracking for orders with a pay monthly device. Items ordered with our superfast delivery service and some orders with multiple items also can't be tracked.

If you've ordered a pay as you go handset or device, or an EE SIM Only, your order should arrive within 48 Hrs. Keep an eye out for SMS or email updates from EE.”

Re: NO CONFIRMATION ORDER EE ARE A JOKE

AS2024 — Tue, 24 Sep 2024 12:58:50 GMT

Hi Katie, exactly the same thing happened to me and they were not able to process the order via phone, instead they wanted to sell me a second phone which I denied before sorting this one out. Shall we wait until the order is processed or can we do anything else?

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Katie_B — Tue, 24 Sep 2024 15:02:07 GMT

Hello @AS2024.

Welcome to the community.

Did the team to struggle to find your order?

Was any more information provided by our customer care team?

Speak soon,

Katie

Re: NO CONFIRMATION ORDER EE ARE A JOKE

AS2024 — Tue, 24 Sep 2024 15:26:50 GMT

Hi Katie,

Thanks for your reply.

Yes, they struggled to find my order which starts with "EE-" they said it's
not the right standard of processed orders and never found my order, I've
been with them for almost 1 hour over the phone and spoke to 3 people.

They also said I had to order a new one but I highlighted my payment had
been successful and I wanted this answered first before ordering a new one.

Please let me know.

Thanks.

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Katie_B — Tue, 24 Sep 2024 15:31:59 GMT

Hi @AS2024.

Thanks for getting back to me.

Does the payment show under your banking as EE?

Was this an upgrade?

Katie

Re: NO CONFIRMATION ORDER EE ARE A JOKE

AS2024 — Tue, 24 Sep 2024 20:55:50 GMT

Hi Katie,

Yes, the upfront payment appears on the credit card statement as “EE Finance Glow”.

It’s a SIM free iPhone 16 pro max 256Gb Desert Bought online on the 18th 17:47.

I received the acknowledgment order email and the order is linked to my account, when accessing I can see it.

The order number starts with “EE-“ and there is no ETA, the system is telling “Order Placed - We will deliver as soon as we receive stock”

Thanks.

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Alex_H — Wed, 25 Sep 2024 15:16:54 GMT

@AS2024 Orders that begin with EE- would be classed as an 'Electronics' order such as buying a phone outright like you have, which is a separate order system than when you buy a phone on contract as an upgrade or new contract.

This will have been the unfortunate cause of the confusion, I am sorry about that as our customer service team on 150 wont have access to those orders so that is why they wont be seeing it. We have a dedicated electronics team available on 0800 0790062 who will be able to confirm your order when you give them your EE- order number.

Alex

Re: NO CONFIRMATION ORDER EE ARE A JOKE

AS2024 — Wed, 25 Sep 2024 16:13:41 GMT

Many thanks, Alex. I just contacted the 0800 and I was informed about my order. Everything is ok I just need to wait now, your assistance is truly appreciated.

Re: NO CONFIRMATION ORDER EE ARE A JOKE

Alex_H — Wed, 25 Sep 2024 16:44:12 GMT

No problem @AS2024 glad to hear the Electronics team were able to help confirm your order, hopefully it wont be to long a wait 🙂

Alex