Cancelled Order not informed. No returns pack. No S21 earbuds and smart-tag! Bad

[KeithS21]

I have had an awful experience from beginning to... well its not even ended yet!

My original order was cancelled and I was not even told about it! Fraud screen got me!!

I phoned up to check on my order and was told it was cancelled! Placed another order.

I haven't received a returns pack either for my old phone and being told I will pay more!

I was not told that I would have to enter into a negotiation with another company to get the Smart-Tag and Earbuds. Been going round in circles with those as they say my proof of purchase is not good enough.

My Samsung case has scratched the screen of my new S21 ultra - the glass is poor and not the hardest gorilla glass ever. Rubbish!

So my experience with EE has been shocking. I didn't expect such a disjointed and difficult customer experience. If I order from EE, then EE should send everything to me working or manage my expectations properly. Too focused on getting the sale in the bag, rather than customer experience. 

And to top it off, my Home Broadband with EE keeps dropping its connection!

[Chris_B]

@KeithS21   You’re only issue with EE was your original order being cancelled which you have now corrected as you have your new device, so your only issue is your broadband and you’ve said nothing about what that is. 

and the returns pack comes from BrightStar not EE which is again another company.  

EE didn’t make the s21 and is not responsible for its parts used and is not responsible for how you’ve fitted it into a case. 

And the offer to receive the tags and earbuds is supplied by somebody else and all customers who have ordered this device are receiving these from the same company as you.    And they have shown their proof of purchase ok. 

so in all your only issues is your Broadband.  

[Katie_B]

Hello @KeithS21. 

Welcome to the EE Community. 

I am sorry to hear you have not yet received your trade in pack. When did you place your order?

Regarding your gift with purchase, did you receive a delivery note?

I can also see further support has been provided to help with your home broadband connection HERE.

Katie.

[KeithS21]

@Chris_B Your post is arrogant, obnoxious and ignorant. Not helpful. 

[KeithS21]

@Katie_B Thank you for the welcome, Katie. 🙂

I placed my order on 21st January so looks like something has gone wrong somewhere. If I could be sent one that would be great so I avoid an £80 bill. 🙂

I retrieved my delivery note from the bin, I wasn't aware I would need that to contact a third party company to obtain part of my order. I have now been approved after several attempts with them.

Indeed, I opened a separate conversation on the Broadband so its just the feedback about the customer experience/journey here, and the returns pack (from another third party) being missing. 🙂 

[Katie_B · Accepted solution]

It's great to hear your gift with purchase claim has now been accepted @KeithS21. 

If you wish to chase your return pack please give Bright Star a call on 0208 732 3798. 

Katie 🙂