topic Re: Receieved a broken tv in Orders

Receieved a broken tv

Awright24 — Fri, 28 Nov 2025 11:42:02 GMT

Hi all,

I ordered an add on of a 50inch Samsung tv. I received it this morning, opened the box, and its broken!

I called 150 to try and talk to someone about it and got a call back. The woman on the phone was really helpful and apologised that she was not the person who deals with it but would find out who is and what needs to happen going forward.

After some back and forth, she found an email supplychain.support@ee.co.uk and said I needed to send pictures, the serial number and my contact details. I have done this, when can I expect to hear back? Has anyone else done this and dealt with the email I was given? Im hoping they will exchange it for me and pick up the return tv, is this ehat they can do?

Thank you.

Re: Receieved a broken tv

Benn10 — Fri, 28 Nov 2025 14:18:41 GMT

I had the same issue last week for the 65inch tv delivered via parcel force.

Spoke to supply chain and they arrange a collection Tuesday and delivered new one yesterday 27.11.25.

Upon opening the 2nd tv that was replaced I have also another broken tv that looks like it's been hit with a hammer.

Re: Receieved a broken tv

Awright24 — Fri, 28 Nov 2025 14:26:31 GMT

Jeeeez. Thats so bad. The weird thing with mine is the box is fine! But the tv is smashed on one side and the other you can see where its been pushed on by something.

Was it through the email that you managed to get contact?

How quickly did they respond?

I hope you get sorted soon. Its not good if this is happening multiple times!

Re: Receieved a broken tv

Benn10 — Fri, 28 Nov 2025 14:34:48 GMT

Exactly the same box is undamaged.

Yes no phone call just the supply chain email. Reported it last friday and they replied Monday collected my 1st broken one on Tuesday and replaced with this broken one yesterday so week or so turn around.

Looks like I've gotta give through it all again.

Hope this helps

Re: Receieved a broken tv

Awright24 — Fri, 28 Nov 2025 14:36:18 GMT

It did thank you! Sorry to hear you have had to deal with this again though. Heres hoping your sorted this time.

Re: Receieved a broken tv

Christopher_G — Fri, 28 Nov 2025 17:55:59 GMT

Hi @Awright24 and @Benn10

I'm really sorry to hear that you've both had this similar problem with the delivery of your TVs.

@Awright24 - You've done the right thing in raising this with our supply chain team, so that they can log what has happened and organise a replacement for you.

Please keep us updated with what happens.

Chris

Re: Receieved a broken tv

Awright24 — Mon, 01 Dec 2025 15:01:38 GMT

I've not heard anything back yet. Ill call tomorrow if I dont get a reply.

Re: Receieved a broken tv

Awright24 — Wed, 03 Dec 2025 14:45:30 GMT

Hi,

Did you have to put an address on the box when they collected?

Ive had a text from them saying I need to put the return address on the box and the reference number.

I hope you've managed to get sorted again with this.

Thanks

Re: Receieved a broken tv

Kpcole — Mon, 05 Jan 2026 03:05:34 GMT

I actually have same problem. I ordered a 75 inch Samsung crystal UHD tv on the 27th of December 2025, Parcel force delivered it on the 31/12/2025,upon opening it, i discovered the screen was cracked, i had to pack it up and call ee customer care, after complaining to ee customer care representatives, I was told an exchange will get to me on the second of January. After waiting for the delivery that never came ,I called ee customer care again. I noticed that the complaint I made was never recorded. However the customer representative I spoke to on the phone did try to help out, told me expect a mail for the parcel force to come and pick the damaged tv, yet I never got a mail , I had to request a return via the ee app which was handled well and parcel force contacted me. But my greatest concern now is that I have been told by parcel force to write the return address on the carton, but I can’t find the return address.

Re: Receieved a broken tv

Kpcole — Mon, 05 Jan 2026 03:08:46 GMT

When parcel force came to collect the tv, Did they bring a new with them, whilst they were coming to pick the damaged one?

Re: Receieved a broken tv

Christopher_G — Wed, 08 Jul 2026 12:36:38 GMT

Hi @Kpcole

Welcome to the community.

I'm sorry to hear about your TV. The best advice I can give is to speak with our Customer Support team again. They'll be able to double-check the type of order and that the correct process is being followed. They'll then be able to provide you with a returns address/label, if needed.

Chris

Re: Receieved a broken tv

Awright24 — Mon, 05 Jan 2026 14:22:55 GMT

You dont need to write the address on the box. I was confused about this too but parcelforce stick a return sticker on the box when they collect and it has the return address on it.

Re: Receieved a broken tv

Awright24 — Mon, 05 Jan 2026 14:25:42 GMT

No, I actually received the new tv on the Monday after the Friday it was supposed to arrive. But they took around 2 weeks to collect the broken tv after I had to contact them again to say that it had not been collected yet.

Re: Receieved a broken tv

DannyBoy1985 — Tue, 07 Jul 2026 08:42:36 GMT

Ive had the exact same issue.

I waited 3 weeks for the tv to be delivered, they never attempted so i had to get someone to drive me an hour to the depot to pick it up. I drove an hour back home and when i opened the box the tv was damaged beyond repair.

The worst thing is i work for EE and even i am struggling to get this resolved. The guy i spoke to assured me i would get a call within 72 hours which did not happen.

I have been sent a link to return the product but the link does not work.

I have not been refunded anmd I am still being charged for it on my mobile plan.

Re: Receieved a broken tv

Christopher_G — Tue, 07 Jul 2026 11:12:56 GMT

Hi @DannyBoy1985

I definitely recommend getting back in touch with our customer support team. They'll be able to check how things are progressing with the case. They'll be able to help with the returns link too.

Let us know how you get on please.

Chris