topic Re: Razor delivered instead of an iphone in Orders

Razor delivered instead of an iphone

Heidimcal — Sun, 09 Mar 2025 20:53:23 GMT

At the end of last year we ordered 4 new phones. My husband’s arrived first in the grey packaging. On opening it was a box with a razor! He called EE and they said that it had been delivered. Which was true in a way but the delivery did not include the iPhone. All three other phones arrived at a later date and were fine. The labels looked the same so it seemed like the razor switch was done during initial packaging. EE are not being helpful at all! We are still paying for a phone that we don’t have.

Re: Razor delivered instead of an iphone

Christopher_G — Mon, 10 Mar 2025 09:03:31 GMT

Hi @Heidimcal

Welcome to the community.

You've done the right thing in contacting our Customer Support team. They will open an investigation on your account.

Please keep us updated on what happens with the investigation.

Chris

Re: Razor delivered instead of an iphone

Heidimcal — Tue, 11 Mar 2025 08:54:27 GMT

Hi how will I hear from them?

Re: Razor delivered instead of an iphone

Christopher_G — Tue, 11 Mar 2025 10:07:27 GMT

If an investigation has been opened on your account, you'll be contacted through the contact information on there, @Heidimcal.

If you'd like to check this, or get an update, I'd recommend speaking with our customer support team.

Chris

Re: Razor delivered instead of an iphone

Heidimcal — Tue, 11 Mar 2025 21:57:48 GMT

I’ve not been contacted but where do I look? Emails? EE app? Or will someone call me?

Re: Razor delivered instead of an iphone

Lesley_W — Wed, 12 Mar 2025 08:19:56 GMT

Usually you would be contacted back by the same method you got in touch @Heidimcal

When you called, were you given a complaint reference number? These usually arrive by text.

Lesley

Re: Razor delivered instead of an iphone

Heidimcal — Wed, 12 Mar 2025 09:36:03 GMT

EE were not interested in following up the issue with my husband. I’m so dissatisfied after us being with you for so many years

EE account no. ********

[MOD EDIT - REMOVED PERSONAL DETAILS FROM THE FORUM]

Re: Razor delivered instead of an iphone

Lesley_W — Wed, 12 Mar 2025 09:50:15 GMT

I'm sorry you didn't get the help you needed @Heidimcal

I'd recommend raising a complaint which can be escalated if needed. You can see how to do that here Make a Complaint | Contact Us | EE. The webform option goes directly to our complaints team.

Lesley