topic Re: Returns in Orders

Returns

daaz — Fri, 31 Jan 2025 13:55:04 GMT

EE has the worst possible return process in the whole of UK. This was the first time I have bought something from EE, and it will be the last.

It has been 5 days, and I am trying to return a laptop. Your support staff keeps telling me that a courier will contact me for parcel collection, but no one has collected the parcel.

First, I received an email from EE stating that Parcel Force will collect the parcel, then I received SMS messages from DHL saying that DHL will collect the parcel. It has been 5 days, and I still cannot return the parcel.

No one at EE seems to know what is going on.

Additionally, your finance portal is broken. It is a truly shocking experience that such a large company has such an inefficient system full of bugs. Also I never get any reply when submit a request or complain online.

I will never buy anything from EE again.

Re: Returns

Schockwave — Fri, 31 Jan 2025 14:18:30 GMT

Hello @daaz ,

Welcome to the community,

If you have paid something for the laptop, then only once they have received the item and checked it over, will you receive your money back, not sure why they have not picked the item up. Did you receive a returns form to send it back?

As for the finance portal , where are you seeing it as broken?

Re: Returns

daaz — Fri, 31 Jan 2025 14:45:37 GMT

Hello,

The return has been logged for the past 5 days, and there has been no contact from the courier company. No one came to collect parcel.

I received an email from EE stating that Parcel Force would collect the parcel. Next day 3 days in row, I received SMS from DHL about the parcel collection, but no one ever came to collect the parcel. Who will collect parcel DHL or Parcel Force?

As a new user, I am unable to receive an activation code to log into the EE Finance Portal. When, I do receive the activation code and click on the email for activation, I receive an error message stating, "You cannot sign-in without a Token ID." Rang EE finance support and still issue is not resolved. Mostly the activation sms is not received and when I receive the email verification link is broken.

I submitted 5 requests via https://help.eefinance.co.uk/hc/en-gb/requests/new and never received any reply.

It is a truly shocking experience that such a big company has such an inefficient system full of bugs.

Re: Returns

Rach_H — Fri, 31 Jan 2025 16:47:51 GMT

Hi @daaz,

I'm sorry to hear about the trouble you're having with this, and that this has taken longer to get resolved than we would've hoped.

What did the team advise would be the next steps when you last called us?

Rach

Re: Returns

daaz — Fri, 31 Jan 2025 17:07:17 GMT

Finally after countless calls, one your manager rang and informed me that parcel will be picked up next up for the return. I will let you know next week.

Regards,

Re: Returns

daaz — Mon, 03 Feb 2025 14:18:10 GMT

your customer care told me, returns have been delayed again. They do not know when return will be collected.

No wonder your ratting on Trust Pilot is 1.5/5

Truly worst service

Re: Returns

Christopher_G — Tue, 04 Feb 2025 10:29:39 GMT

Hi @daaz

Have you heard any more about the collection since posting?

Chris

Re: Returns

daaz — Tue, 04 Feb 2025 10:32:27 GMT

EE has worst possible service. No ETA given when the returns will be collected.

Re: Returns

Christopher_G — Tue, 04 Feb 2025 16:14:53 GMT

I'm sorry to hear that, @daaz

I recommend contacting us on the contact number on this EE Finance help page. Hopefully they'll be able to give you a bit more information about the collection.

I understand you've already submitted a report on the EE Finance portal. There's also an option on there to submit a complaint on the 'query' dropdown menu, so that they can log your whole experience regarding this.

I hope you find a resolution soon.

Chris

Re: Returns

daaz — Wed, 05 Feb 2025 14:53:50 GMT

I am still waiting for the parcel to be collected. Until it is not collected, issue is not resolved.

Re: Returns

daaz — Wed, 05 Feb 2025 14:55:02 GMT

Also to let you know contacted EE finance multiple times and they are not helpful. They keep telling me contact EE support as they can do nothing.

Re: Returns

Christopher_G — Wed, 05 Feb 2025 15:17:00 GMT

Hi @daaz

I've sent you a private message to try and get you some help with this. Could you take a look and get back to me please?

Thanks

Chris