topic Re: Returns! Mobile phone in Orders

Returns! Mobile phone

Stacey146 — Tue, 16 Sep 2025 05:54:48 GMT

Hi. I am 2 minutes away from leaving EE.

I requested a return for a new upgrade mobile phone on 9th September via the returns form online. Received a text message and email to confirm it was being processed.

I sent a follow up email 10th September as no DPD return QR code received. Email from EE on 11th September to say another QR code will be emailed. None received. A further email on 13th September to say ANOTHER QR code will be sent out. None received! Another email received on 15th September and a text this time to say a FOURTH QR code will be emailed. But lo and behold - no returns code.

Contacted customer services yesterday and spoke to Peter from Glasgow who advised DPD process requests at 8pm and the code will be with me this morning. BUT NOTHING!!

I need to send this phone back so I can actually upgrade to a decent phone. However, with these delays, I am now going to be forced to change provider so I can actually have a phone!

I have downloaded the DPD app, I have registered with DPD to see if this will help but no QR code.

Anyone else had this problem? Why is it so difficult??

No one on email or phone has helped at all and I’m still stuck with a phone waiting to return.

Re: Returns! Mobile phone

Chris_B — Tue, 16 Sep 2025 07:12:55 GMT

@Stacey146 have you checked your spam folder.

Re: Returns! Mobile phone

Stacey146 — Tue, 16 Sep 2025 08:02:45 GMT

Yes, of course I have.

Re: Returns! Mobile phone

Ali_A — Tue, 16 Sep 2025 10:54:47 GMT

Hi @Stacey146

We would really like you to be able to return the unwanted device, I'm sure you'd also like to order a new upgrade as soon as possible.

As you've not received the 4 emails we have already sent, it would be worth giving Customer Service returns team another call with an alternative email address to receive the returns label/QR code to.
They may also cancel the original returns request and process a new one to ensure there are no other issues.

Please keep us updated with how you get on.

Ali