My sorry story:
- Order last week (xko number received but "please call us to discuss" on the email).
- Called, waiting for 30 minutes, told there were no issues.
- On Tuesday the up-front payment was returned. No email from EE. Called sales and told that the order was flagged for fraud, and to take ID into EE shop.
- Another 40 minutes on hold. Order placed and payment taken again.
- Thursday comes and I get two shipment notifications from DPD. Turns out (after yet another 40 minute phone call) that DPD processed both the cancelled order and the new one. Literally no record of the dispatch at EE. They called their supply side and arranged, apparently, for one delivery to be cancelled.
- No delivery from DPD. Both tracking numbers now show as "return to consignor".
Pretty annoyed. My honesty saved them a £1400 loss and they respond by cancelling both orders and then directly accusing me of trying to fraudulently obtain a phone. I guess BT has taught them everything they know about customer service.
Formal complaint in.
