topic Re: EE has no update on my 18 pro max in Orders

EE has no update on my 18 pro max

nicolekams — Fri, 25 Sep 2026 07:56:50 GMT

The courier has lost my parcel in their depot and EE has filed for investigation. It means that I have to wait longer for them to send me another replacement although I am one of the first who pre-ordered on the 12th September. I have to wait longer. Will it take another month of waiting? Due to high demand of orders for the iphone and EE has a lot of backlogs orders? This has been stressing me out and my mental health is affected. I have no proper response from EE. No email and no updates, so I am not sure if this is really being actioned.

Re: EE has no update on my 18 pro max

Leanne_T — Fri, 25 Sep 2026 08:51:35 GMT

Hi @nicolekams

I completely understand how stressful this must be for you when you have pre-ordered and have had no update on the investigation.

I would love to see what we can do to help and have sent you a private message for some extra details.

Leanne.

Re: EE has no update on my 18 pro max

nicolekams — Fri, 25 Sep 2026 09:15:32 GMT

This incident has been causing me to feel depressed as I have been tracking the tab and monitoring any updates everyday. I am feeling drained of following up on the updates and would just like to receive my order.

Re: EE has no update on my 18 pro max

nicolekams — Tue, 29 Sep 2026 00:50:13 GMT

Update: I’ve now received a call and email from EE confirming that my iPhone 18 Pro Max was lost by DPD. EE cancelled my order and will refund my payment. I find this extremely disappointing, especially as a loyal EE customer for many years. If I had known this was how EE would handle the situation, I would have bought directly from Apple.I understand the loss was with DPD, but I expected EE to show more care and take responsibility for helping resolve the issue. Instead, I feel completely let down. After years of loyalty, this experience has seriously damaged my trust in EE.

Re: EE has no update on my 18 pro max

ee_user14 — Tue, 29 Sep 2026 13:38:32 GMT

@nicolekams wrote:
Update: I’ve now received a call and email from EE confirming that my iPhone 18 Pro Max was lost by DPD. EE cancelled my order and will refund my payment. I find this extremely disappointing. If I had known this was how EE would handle the situation, I would have bought directly from Apple.I expected EE to show more care and take responsibility for helping resolve the issue. Instead, I feel completely let down. After years of loyalty, this experience has seriously damaged my trust in EE.

I'm curious what makes you so disappointed? What were you expecting?

Report a lost delivery to the retailer, they investigate and after a few bits of admin, they confirm it lost and offer refund/replacement. That's what I've gone through a few times with other sellers.

Interested in why you don't think this is good enough.

Re: EE has no update on my 18 pro max

nicolekams — Tue, 29 Sep 2026 18:18:46 GMT

I pre-ordered my iPhone 18 pm on 12th September, choosing EE over Apple because I’ve been a loyal EE customer. On 21stSeptember, I was told my order was ready to be dispatched, but it never arrived. After contacting EE, I was reassured that a replacement would be sent if the phone had been lost by DPD. Waited over the weekend as they have done investigation.

Instead, I was contacted yesterday and told that EE is now cancelling my order and would refund me because the silver iPhone was now out of stock. I even asked if I could change to another colour, but this was not offered as a solution. I was simply told to place a new order and will wait another four weeks.

To make matters worse, I’m still waiting for my refund, so I can’t even purchase another phone elsewhere. I’m extremely disappointed with how this has been handled. There has been no accountability or genuine effort to resolve the issue, and the customer service has been very poor.

After this experience, I will definitely reconsider using EE again.