topic Re: EE Store - how to contact? in Orders

EE Store - how to contact?

MarkBT52 — Wed, 04 Jun 2025 08:44:50 GMT

I ordered a new PS5 controller in the sale but on arrival the box was ripped open and the interior packaging damaged. Clearly NOT a new item.

Tried emailing but no reponse after 24 hours.

Impossible to phone or chat so do I simply have to request a credit card chargeback?

No way to run an organisation.

Looking at the reviews I can see at least one other person had the same issue as me last week

Any suggestions?

Re: EE Store - how to contact?

Linzi_H — Wed, 04 Jun 2025 10:11:13 GMT

Hi @MarkBT52

Welcome to the Community.

It's a shame to hear you're facing an issue with your new controller, and I know you'll be eager for the team to review this.

If you've used the EE Store Contact us information, this is the right thing to do. You should have a response within 2 working days.
When an agent is available, the live chat option will appear in the bottom right corner. If you're free now, this is showing ready to use.

I hope this helps,
Linzi

Re: EE Store - how to contact?

MarkBT52 — Wed, 04 Jun 2025 10:14:25 GMT

I used the chat was simply told to mail and was told I would receive an reply within 16 hours.

This did not happen

Chat is pointless if they just tell you to email....

Re: EE Store - how to contact?

Linzi_H — Wed, 04 Jun 2025 10:17:37 GMT

Thanks for letting me know @MarkBT52

From time to time, our chat team may need further information (e.g, a photo of how the item has arrived), which is why they'll ask you to email them. The current workaround time for a reply is 2 working days (16 working hours), and I'm confident the team will respond within this timeframe for you.

Linzi

Re: EE Store - how to contact?

Test123611 — Fri, 06 Jun 2025 20:22:03 GMT

I have had this exact same issue which is frustrating. A controller that is clearly 2nd hand and email has been tricky as they say they have no record of my purchase

Re: EE Store - how to contact?

Christopher_G — Sat, 07 Jun 2025 07:09:38 GMT

Hi @Test123611

Welcome to the community.

I'm sorry to hear that you have a problem with your order. The only thing I can recommend is contacting the EE Store team on the contact details that @Linzi_H posted and follow through the process with them.

I hope you manage to get sorted.

Chris

Re: EE Store - how to contact?

Un4ltered — Wed, 10 Dec 2025 12:55:40 GMT

I have the same issue but I purchased on the EE app honestly never received a parcel this damaged before and I’m finding arranging the return to be immensely stressful

Re: EE Store - how to contact?

Katie_B — Wed, 10 Dec 2025 17:14:42 GMT

Hi @MarkBT52.

Thanks for coming here.

I'm sorry to see you have received your parcels damaged.

Did you purhcased these outright or are they an add to plan?

I would really love to see if I can help.

Katie