topic Re: Order not arrived and being returned to EE in Orders

Order not arrived and being returned to EE

WilliamT2911 — Fri, 18 Sep 2026 11:20:13 GMT

Ordered a 5g Smart Hub. Been charged twice for it. Received an email with delivery time and a code to give driver. Delivery was not attempted now when I track it it says being returned to EE. Getting nowhere with live chat. Got through to someone on the phone eventually and she cut me off for ‘impersonating the account holder’ - I am a 52 year old man and have had a light quiet voice all of my life and can only assume she thinks I am a woman. Absolutely furious.

Re: Order not arrived and being returned to EE

Lesley_W — Fri, 18 Sep 2026 15:10:59 GMT

Hi @WilliamT2911

Welcome to our community.

I'm really sorry to hear about your experience when speaking to our customer care team, I understand why you are angry about the situation.

I'd recommend reaching out to our complaints team who can look at the way your call was handled, along with the issue with your delivery.

You can see all of the ways to make a complaint here ee.co.uk/help/contact-ee/complaint

Lesley