topic Re: iPhone 17 arrived in used condition in Orders

iPhone 17 arrived in used condition

natasha_e1 — Mon, 29 Sep 2025 15:40:34 GMT

I ordered a brand new sim free iPhone 17 on Saturday and arrived this afternoon. The box was a bit battered and used and the phone had fingerprints all over it with no protective plastic on the screen. The cable and papers in the box were also dishevelled. I started the phone up and couldn't get into it as there was a password required which isnt mine. I checked the emergency contacts and there is a random persons name and picture there which clearly shows this phone has been used and returned.

I called EE who said they couldnt help me over the phone as they only deal with airtime/contracts and suggested going into store - although he wasnt entirely hopeful that would work.

Please can someone help? I just want to exchange this phone for a new one.

Re: iPhone 17 arrived in used condition

Schockwave — Mon, 29 Sep 2025 15:49:13 GMT

Hello @natasha_e1 ,

Welcome to the community,

You can request a return here first, then your account will be put back to what you had before and can then order again once it has been returned:

https://ee.co.uk/help/orders

Re: iPhone 17 arrived in used condition

natasha_e1 — Mon, 29 Sep 2025 17:00:41 GMT

Thanks for this, that's helpful. I paid for this on finance, so returning and reordering would require another hard check on my credit score. I don't think this is an acceptable solution for something that clearly is the fault of EE.