topic Re: EE have refused my return in Orders

EE have refused my return

Leriloo3 — Mon, 06 Jan 2025 19:41:34 GMT

I really desperately need some help as I’m going round and round in circles and nobody seems to be able to help me. My sons phone broke before Christmas so I ordered an iPhone off the EE website - I am NOT a customer. It was on RM 24 hr delivery, but as it was over Christmas I expected it to take a bit longer. After 5 days of no news I called and was told they couldn’t find my order number but someone would call within 16 hrs. Nobody called me. I emailed multiple times and didn’t get a reply. The phone turned up after 7 days and by then I’d had to go and buy another one. I received an email AFTER I had taken delivery telling me to refuse the delivery so it would go back to the warehouse and I’d get a refund. Tried to contact them again but it’s impossible to get through to anyone if you’re not a customer. Called and spoke to someone who said the only way to do a return is log into my non existent account and do it from there! After many more emails I received an RMA code to return it. I packaged it up, put a copy of the original invoice in with it, plus a print out of the email showing the RMA code, paid £10 for 24 hr signed for. Checked the following day and it had been received. Emailed again asking them to refund ASAP along with postage as it’s their mistake. Again no reply! Yesterday I had an email saying ‘Unfortunately, we have been unable to complete your return request due to some of the information being incorrect or missing’ I replied straight away and sent photos of me wrapping the parcel with everything in it, the RMA code and proof of postage. Then today FROM THE SAME EMAIL ADDRESS telling me I’ve contacted the wrong department and to call 150 from my (non EE) phone!
I just can’t believe the absolute incompetence of everyone involved, it’s now been 14 days since I ordered and they have a brand new iPhone and £440 of my money! I just don’t know where to go from here?!

Re: EE have refused my return

Linzi_H — Tue, 07 Jan 2025 08:28:33 GMT

Hi @Leriloo3

Welcome to the Community.

I know how eager you'll be to get this resolved! I think the best thing to do at this stage is contact us directly, and from there the team can double-check your order details, and make sure you speak to the right area about your order and return.

Linzi

Re: EE have refused my return

Leriloo3 — Tue, 07 Jan 2025 08:35:17 GMT

Hi Liz,

Thank you for replying, but I've called you on multiple numbers and each time I'm told that you can't find my order number as it was purchased from the ee store. I've emailed different email addresses and I'm having the same problem.

Thanks

Eleri

Re: EE have refused my return

Matt_124 — Tue, 07 Jan 2025 09:06:45 GMT

Hi @Linzi_H,

It looks like this was an EE Store purchase seeing as the OP said particularly they are "not a customer" in their original post, but it seems they have been given the details and process for Pay Monthly/EE Mobile Returns instead of the EE Store website returns.

Re: EE have refused my return

Leriloo3 — Tue, 07 Jan 2025 09:12:13 GMT

Right I'm absolutely fuming - I called the number and was told nobody could help and to email enquiries, which I've done multiple times! I was then given the 0800 number which is no longer valid!!

Re: EE have refused my return

Linzi_H — Tue, 07 Jan 2025 09:14:26 GMT

Thanks for letting me know you've purchased this from the EE Store. Our main customer service team doesn't have access to these orders @Leriloo3, which is why they'll be having some trouble helping you find further info I'm afraid.

The best way to contact the team about your order is to email them. I know you've already done this and had no response, so I would suggest following the complaints process if you haven't already.

Linzi

Re: EE have refused my return

Leriloo3 — Tue, 07 Jan 2025 09:18:36 GMT

But I've done that too - I've emailed, 3 different email addresses and noone will help. I've put a acomplaint in to and had no response. I don't thibk you realise the anxiety that this is causing me, it's been going on for 15 days now and you still have my money

Re: EE have refused my return

Linzi_H — Tue, 07 Jan 2025 09:29:23 GMT

I completely appreciate what you're saying @Leriloo3
The right email address to use is on the EE Store contact page, please don't use any other email address as this won't be correct.
When did you start the complaints process?

Linzi

Re: EE have refused my return

Leriloo3 — Tue, 07 Jan 2025 09:32:27 GMT

Well I complained about not receiving the phone on 29th December, then complained again on the 2nd January when RM tracking said it had been delivered. I haven't any any confirmation from you of delivery

Re: EE have refused my return

Linzi_H — Tue, 07 Jan 2025 09:45:13 GMT

Did you use the same link I have sent over to complain @Leriloo3? I just want to make sure this has been submitted to the correct place for review.

Linzi

Re: EE have refused my return

Leriloo3 — Tue, 07 Jan 2025 10:45:40 GMT

Yes I did

Re: EE have refused my return

Linzi_H — Tue, 07 Jan 2025 11:22:25 GMT

If your order number begins with SO, then you are definitely doing the right thing using the links I have sent above.
If you raised a complaint on the 2nd, please give the team a few more days as they are busier than expected right now. Someone will be back in touch with you @Leriloo3

Linzi