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.
If you have any queries about your order or you're worried that it may have not gone through, I recommend speaking to our customer service team.
You can claim your free Huawei Watch GT and Wireless Charger 14 days after you get your phone by going to Huawei’s promotional portal and filling in the online form. You have until 8th December to submit your claim.
it is disappointing that EE seem to have misjudged this pre order sale as you have so many about to go live as well. This was my first go at ordering a phone in order to get it delivered from as soon as possible to launch day and judging by the comments it ain’t going to happen. The blame must sit with EE not the fulfilment company as they can only deliver what they get from you. I chose Twylight as green and blue were not even listed. Can someone provide a truthful answer as to when we can accept delivery. It is import as we need to be available to sign for it. If EE managed stores have stock why not fulfil outstanding orders rather than accept new sales. My order progress shows in stock delivery within 24 hours and that was on Sunday delivery on the 29th.
Why does it say the phone is in stock online when it clearly isn't and we're all here waiting for our pre-orders? I don't understand why it doesn't say out of stock, available on back order. It's becoming a bit of a joke now. I haven't heard anything again today on the where abouts of my device.
That's ridiculous. I am going into the store tomorrow to see if they have the colour i ordered in stock. If so they must be able to give me one and do the necessary admin required to satisfy whatever they need to satisfy. I don't see how that can be so hard.
If you wish to go to store it would mean cancelling this order. I would recommend giving us a call so we can look at your account and provide you further information.
