topic Re: Missing Item in Confusing EE Store Order - No Support in Orders

Missing Item in Confusing EE Store Order - No Support

Pdubz — Sat, 21 Dec 2024 09:33:58 GMT

I ordered an Xbox with additional controller bundle last weekend from the EE Store online. On Wednesday the Controller only arrived. On Thursday morning (a day after receiving part of my order) i received an email to say the order had left the EE warehouse and there was tracking details with ParcelForce. When i check the tracking it shows that the order has been delivered with a picture of my wife receiving the package that only contained the controller and not the console itself. There is no reference or trace of an additional delivery to come that has the console.

This is a Christmas present for my son and it's going to be pretty disappointing for him to receive a controller and no console! I've emailed support and contacted via Facebook and Instagram (in desperation!) but had no reply.

Is there a phone number for the online EE Store so I can talk to someone to get support and get this resolved?!

Has anyone else had similar experiences? Do consoles and accessories normally get dispatched separately but all under the same tracking number somehow (which renders the tracking useless!)? I'm very frustrated, this is a terrible consumer experience.

Re: Missing Item in Confusing EE Store Order - No Support

Schockwave — Sat, 21 Dec 2024 11:16:18 GMT

Hello @Pdubz ,

Welcome to the community,

Look at my signature , you will find ways to contact EE, and in order to speak to someone, after pressing 1, press 2.

Re: Missing Item in Confusing EE Store Order - No Support

Pdubz — Sun, 22 Dec 2024 10:26:22 GMT

Those support numbers are all relating to mobile/broadband/TV subscription services, and not the EE Store for electricals etc. where I bought the console.

How do i contact that department?

Re: Missing Item in Confusing EE Store Order - No Support

Pdubz — Sun, 22 Dec 2024 10:53:17 GMT

As an update, i spoke to someone on the EE team having just skipped through all the menus selecting things that aren't relevant because there are no options that are. And the upshot is EE don't have access to any systems relating to store.ee and the only contact information they have is the email address i've contacted and so far have gotten nowhere with.

Absolutely shocking service.

Re: Missing Item in Confusing EE Store Order - No Support

Kp103 — Mon, 23 Dec 2024 00:27:45 GMT

Hi.
This is exactly what has happened to me. Ordered it a week ago yesterday, controller arrived weds, I have the photo to show my mum taking the order. The box isn’t even big enough to fit the console in. Invoice inside says two items. The tracking number they’ve given me for the console takes me to the delivery of the controller. I Can’t find a phone number. They have been replying to my emails but just saying it is on its way and then give me the same tracking number. I’m not sure what to do as I can’t afford to go and get another and feel like I have been scammed.
If you have any luck I’d be grateful if you can share how.

Thanks

Re: Missing Item in Confusing EE Store Order - No Support

Pdubz — Mon, 23 Dec 2024 08:28:50 GMT

Thanks for replying - it’s somehow a bit comforting to know I’m not the only one!

That said, I’ve had an email this morning from ParcelForce to say a parcel from BT is due to be delivered today with a new tracking number. I assume this will be the Xbox console and I’m crossing my fingers!

Re: Missing Item in Confusing EE Store Order - No Support

Kp103 — Mon, 23 Dec 2024 08:41:24 GMT

I have had the exact same email this morning fingers crossed for us both!

Re: Missing Item in Confusing EE Store Order - No Support

Pdubz — Mon, 23 Dec 2024 12:35:47 GMT

Miraculously, with still no contact from EE to support at all, it has just arrived. Phew!

Re: Missing Item in Confusing EE Store Order - No Support

Kp103 — Mon, 23 Dec 2024 13:25:55 GMT

Yes mine too! glad yours has arrived too

Re: Missing Item in Confusing EE Store Order - No Support

mark00773 — Mon, 06 Jan 2025 12:26:52 GMT

Hi Pdubz, I have a similar issue - they provided invoice and tracking details. However the tracking numbers provided aren’t working (tried every single courier services they provided) by the sounds of it, they provided you a new tracking detail? May I also ask the timeline you had from confirmation of despatch and delivery? Attached is the tracking progress. Received this 2 January and still no update today. Thank you.

Re: Missing Item in Confusing EE Store Order - No Support

Pdubz — Mon, 06 Jan 2025 13:52:29 GMT

The timelines were a bit sketchy because my order came in two parts (with only one part having any tracking from the outset). The first part of the order arrived within 2-3 days - then, after lots of time spent contacting anyone i could to find our if/when the second part would come, i had an email out of the blue about 9 days from placing the order to say another parcel was on it's way the same day. All worked out for me in the end, but the poor organisation and communication made things very stressful pre-Christmas! Hopefully your parcel arrives timely enough.

Re: Missing Item in Confusing EE Store Order - No Support

mark00773 — Mon, 06 Jan 2025 13:58:53 GMT

Thanks for the prompt response! It’s a bit reassuring that the item will arrive, well, eventually. So far, I have contacted them via email , called EE and they’ve dealt this internally (took my details etc and hopefully receive a phone call today/tomorrow) I am tempted to raise a dispute with my bank once I haven’t received any update by Thursday. I was under the impression that it’ll arrive within 1-3 working days (according to their delivery times) after placing the order. It’s actually a gift and I need it by Friday! I’ve never been this frustrated with an order.