topic Online EE Store Order stuck on "Pending security review" in Orders

Online EE Store Order stuck on "Pending security review"

ShadR — Fri, 13 Dec 2024 15:24:49 GMT

I've placed an order on the EE Store website for an iPhone and AirPods on the 11th but have still not had anything about it being shipped. I know various other people who have ordered the same as me and theirs has been shipped.

Order No. begins as "SO0" and shows "1 allocated Pending security review".

I've contacted enquire-store@ee.co.uk and resolutions-store@ee.co.uk but not had any contact even though it says someone should reply within 16 hours. I've even sent proof of address but still no reply.

Not really happy at all as there is literally no other way to contact anyone or speak to a human. I've called 150 as I am an EE Customer anyway and they said they have no link/access to the EE Store orders as its different.

Re: Online EE Store Order stuck on "Pending security review"

Lesley_W — Fri, 13 Dec 2024 17:43:26 GMT

Hi @ShadR

Thanks for coming to our community.

I'm sorry you have had trouble with your order and not had an update, I understand why you wouldn't be happy with this experience.

Our team over the phone are unable to access your order so emailing was the right thing to do. It looks like you have also emailed the complaints team for store orders so someone will be in touch as soon as possible. Apologies that it is taking longer than expected.

Lesley

Re: Online EE Store Order stuck on "Pending security review"

ShadR — Mon, 16 Dec 2024 15:27:21 GMT

Still haven't had a response? Unbelievable really, I have contacted again multiple times to various emails and still nothing.

Contacted weborders-eestore@ee.co.uk, enquire-store@ee.co.uk and resolutions-store@ee.co.uk

How hard is it to get a reply.

Re: Online EE Store Order stuck on "Pending security review"

Katie_B — Tue, 17 Dec 2024 15:47:55 GMT

Hello @ShadR.

I am very sorry to hear you have not had an update.

Could you confirm when you last sent an email?

Katie