topic Re: Ordered new phone, but wasn’t told it was out of stock! in Orders

Ordered new phone, but wasn’t told it was out of stock!

TheMidnightHour — Thu, 02 Apr 2026 13:55:51 GMT

Not impressed with EE, I paid off my old contract to upgrade to new phone and new contract last week, with a request for delivery this Saturday as Good Friday is a bank holiday.

Having not received any updates for delivery of my new phone for almost a week, I called 150 only to find out the phone is not in stock! Why wasn’t I told this when I ordered it??!!

So now I have no new phone and no idea when it will be dispatched. Very poor EE.

Re: Ordered new phone, but wasn’t told it was out of stock!

Chris_B — Thu, 02 Apr 2026 14:05:10 GMT

@TheMidnightHour how did you order it ? What phone was it and did you look online at this device? As waiting times are shown online for each device.

Re: Ordered new phone, but wasn’t told it was out of stock!

TheMidnightHour — Thu, 02 Apr 2026 15:10:29 GMT

I upgraded over the phone, not a single mention it was out of stock. When I browsed online also, there was no mention of being out of stock.

Re: Ordered new phone, but wasn’t told it was out of stock!

Chris_B — Thu, 02 Apr 2026 18:03:46 GMT

@TheMidnightHour EE do state a waiting time from online such as this

Re: Ordered new phone, but wasn’t told it was out of stock!

TheMidnightHour — Thu, 02 Apr 2026 18:20:54 GMT

Yeah and I ordered it last week for delivery this Saturday, so that’s the 7 days dispatch time, except now it could be another 7 days or longer, depending on how many others are on the waiting list ahead of me. In short an absolute s**t show. Been with EE for over 15 years and never experienced this shambles before.

Re: Ordered new phone, but wasn’t told it was out of stock!

TheMidnightHour — Fri, 03 Apr 2026 07:18:05 GMT

This isn’t a solution Chris!!!

it doesn’t change the fact EE lied, I was told delivery would be this Saturday!

Remove the ‘solved’ flag from your reply, because this isn’t solved!

Re: Ordered new phone, but wasn’t told it was out of stock!

Chris_S — Fri, 03 Apr 2026 08:19:20 GMT

Hi @TheMidnightHour,

I'm sorry to hear about your upgrading experience.

I can only imagine how frustrating it is when you're expecting your phone to arrive by a certain date, only for that date to now be different.

You can make a complaint about your experience, and then our complaints team can get this investigated for you.

Chris S

Re: Ordered new phone, but wasn’t told it was out of stock!

Ckcornel91 — Tue, 07 Apr 2026 09:39:12 GMT

Shocking !!!! My Mrs got done same . Been 7 days waiting for message to collect but got told it’s not in stock now it’s 14 days from 7. Not impressed at all

Re: Ordered new phone, but wasn’t told it was out of stock!

Katie_B — Tue, 07 Apr 2026 11:56:24 GMT

Hi @Ckcornel91.

Thanks for coming here.

I understand how frustrating this must be when waiting to collect a new device.

Should your wife wish to make a complaint I would recommend completing this online form.

As soon as the device is in store and ready for collection your wife will receive an update.

Katie