I placed an order by phone on 13 September for an iPhone 14 Pro Max 128GB in black. I was given a verbal promise by the member of the sales team that my device would be delivered to me by the end of the same week or by Monday, at the latest. I paid £217 as an 'early upgrade fee', which was taken from my bank account while I was on the call.
I have contacted Customer Services by phone a couple of times and have been given contradictory information so I used the online chat in an attempt to get a definitive answer to my questions.
The outcome of the chat session was the following:
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EE regrets the delay in dispatching devices.
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The delay is Apple's fault as EE is only the distributor and not a retailer!
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Devices are received from Apple on an individual basis and dispatched through DPD without further delay.
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EE's order tracker doesn't show updates until the device is dispatched.
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I can expect delivery by mid-October, not 16 September as promised.
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When the order was placed I would have been told delivery would be within 28 days. This is simply untrue, as EE's recording of my call will confirm
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No response to my request for escalation to a manager, or to refund all or part of my 'early upgrade' payment, or to explain why they promised delivery of a product they could not source, or to initiate disciplinary action against their member of staff who misled me in order to get a sale.
Finally, EE is really, really sorry but it's all Apple's fault...
