Hi,
Me and partner both preordered our huawei mate 20 pro on the 20th october which was all straight forward and no problems at this point. I checked my ee tracker on thursday 25th october to say that it had been dispatched and my new ee plan had started. I also had a text message to say that my phone would be available to collect on friday once the store opens. I stayed up of my night shift and went into the store when it opened at 10am which they told me that the phone was not there and that they dont get deliveries off dpd until lunch time and that i was to come back later in the afternoon. They asured myself it would be there. When i went back at 3pm, it had not arrived with their delivery. Rang ee myself who told me its got nothing to do with them as its ee retail and that i have to demand to speak to a manager. The ee store guy couldnt tell me why i hadnt received the phone and he then called his area manager who told me that my order had been delayed due to a delivery issue. The area manager finally gave me a tracking number. I spent 20minutes in store trying to ring dpd with no answer. 20 minutes at home again with no answer which i then gave up. Before i left store the area manager assured me that it would be delivered in store on saturday 27th october. When i checked dpd tracker online it said that they depatched it from hinckley depot but it got sent to dartford depot in opposite direction. I finally rang on dpd on saturday morning at 8am and got an answer. The lady i spoke to said there was a problem with the van and it got diverted to dartford. She then assured me that it would be delivered monday as they missed the opportunity to put it on another van on friday evening for it to be delivered saturday. She also told me that ee didnt supply dpd with any contact details for myself to receive updates. The ee guy from the store rang me to say that it hadnt come in with the deliveries and it would be monday which confirmed what dpd had told me. I checked the tracker last night which showed that the parcel had been depatched from hinckley depot to billingham depot but there has been no more updates. I then rang dpd again and before speaking to someone the automated service told me that it would be delivered today which has baffled me. I spoke to the woman at dpd who was rude and tried to cut the conversation short. Which she told me it would be tomorrow i would get it still which i knew anyways but i just wanted an update. I feel like i have had rubbish communication and both me and my partner are fed up. We have been messed about. What is worse that we both can walk into a ee shop today and get the phone there and then but we preordered so we could receive the free accessories and not have any hassle.
From one very frustrated customer.
