Disgraceful service and behaviour of complaints team

Bsha — Sat, 08 Nov 2025 14:59:12 GMT

Worst customer service from EE.

OPEN LETTER TO THE CEO CLAIRE GILLIES

I write to you in despair as being an orange EE customer for the last 25 years never did I imagine that I would be treated so unfairly or unjustly by any company.

I would like to make a serious complaint about EE. I have been with orange and then EE for over 25 years. I ordered a new iPhone 15 on the 24th August via their website to be delivered to me on the 27th as a birthday gift.

The courier arrived at 11 on the 27th and as soon as I opened the package there was a galaxy tab a9 instead of an iPhone 15 ! I immediately called EE and explained what had happened, then I was told that they will send a web form and someone will get back to me from the supply chain on the Friday the 29th. I explained I was going away on holiday and this was not what I expected, I then called them again on Friday and then on Monday and was told nothing had been done and they were still waiting for answers.

Finally I called on the 3rd sept and complained and in effect they came back and told me that I was lying because the photos that the courier company provided them showed a iPhone in the packet and not a galaxy tab so they will not honour it as the EMEI number in the galaxy tab is not from their warehouse !

So someone in EE is changing the customer orders and taking the phones out and putting in cheaper stuff.

They have now said that if I move to another provider I will have to pay 1100£ for the phone that was never delivered to me !

I am absolutely speechless and disgusted and would like your help in calling EE out as this is terrible customer service .

I have all the pictures and have asked for all the call recordings of the calls I made to EE and the fact they never called me back in the full week and tried to get a resolution for the same, instead they have called me a liar and said that I have to pay for the phone that I never received.

I write to you as this is serous fraud that is taking place in your company with goods meant to be for customers and then being replaced with different goods in the way. I hope you will take these claims seriously as I am really very disappointed with the service I have received so far.

Re: Disgraceful service and behaviour of complaints team

Schockwave — Sat, 08 Nov 2025 15:19:03 GMT

Hello @Bsha ,

This is not the place to make a complaint, this is a public forum that has no account access and does not know who you are.

The proper channel to make a complaint is here:

https://ee.co.uk/help/contact-ee/complaint

Re: Disgraceful service and behaviour of complaints team

Northerner — Sat, 08 Nov 2025 15:40:44 GMT

Hi @Bsha

Did you not notice the size of the parcel when it was delivered. The item you ordered is considerably smaller than a tablet. Ask for the meta data from the photo they allegedly say is the delivery.

I would suggest speaking with citizens advice https://www.citizensadvice.org.uk/

Thanks

Re: Disgraceful service and behaviour of complaints team

WhyAreEEUseless — Sun, 16 Nov 2025 19:56:06 GMT

But let the rest of us in this public forum know how you get on please.

topic Re: Disgraceful service and behaviour of complaints team in Orders

Disgraceful service and behaviour of complaints team

Re: Disgraceful service and behaviour of complaints team

Re: Disgraceful service and behaviour of complaints team

Re: Disgraceful service and behaviour of complaints team