Formal Complaint – Misleading Information Regarding iPhone 17 Pro Max Order

[lucasmassone]

Dear EE Customer Relations Team,

I am writing to raise a formal complaint regarding misleading information I received when placing an order for an iPhone 17 Pro Max.

During my initial call with your sales advisor, I was informed that if I chose the iPhone 17 Pro Max 1TB in Blue, the delivery time would be approximately 7 days. Based on that information, I agreed to proceed with the order.

However, upon calling today to request a tracking number or email confirmation, I was told that the delivery time is actually 28 days. This is entirely different from what I was originally promised.

I find this extremely disappointing and misleading. It appears that incorrect information was provided simply to secure the sale. Had I been informed of the true waiting period from the start, I would have been able to make a more informed decision. Instead, I am now left frustrated and dissatisfied with the service I received.

I kindly request that you investigate this matter, listen to the recording of my sales call, and provide an explanation for why inaccurate information was given. I would also appreciate an update on the actual status of my order and confirmation of the expected delivery timeframe.

I look forward to your prompt response and resolution to this issue.

Yours sincerely,

Lucas

[bristolian · Accepted solution]

This public internet forum does not form part of EE's formal complaints process, neither are you addressing CS directly

Try ee.co.uk/help/contact-ee/complaint 

[Christopher_G]

Hi @lucasmassone 

Welcome to the community.

We want the order process to be straight-forward and set expectations on delivery timescales from the start. I'm sorry to hear that this wasn't the case for you.

As @bristolian said, we don't have access to customer accounts here, but if you fill in the complaint form that they linked above, a dedicated team will look into it and contact you directly to talk about it.

I hope you manage to find a resolution.

Chris

[Forumking]

Hi You cAn cancel it at anytime and up to 14 days after delivery

[Teedee2284]

Hi lucas ive just ordered one yesterday myself and was told id get an email for dispatch but haven't yet. Exactly the same phone blue pro max. Have u been told to just wait then?