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I ordered my phone but haven’t got a delivery number or dpd tracking no

IMD
Explorer

‎20-09-2019 09:30 AM

having pre ordered iphone 11 pro max on 14th sept I still haven't received confirmation email for order number (nothing in spam)  phoned CS four times now been told order is okay and will receive order today 20th sept, but still no DPD email or text called CS this morning and was switched to three different people and was told have to wait till end of day as DPD haven't collected phone yet, feel I'm getting the run around as no one can give me tracking details or order number so I can track myself.

 

12 REPLIES 12
Leanne_T
EE Community Support Team
In response to IMD

‎20-09-2019 03:21 PM - edited ‎20-09-2019 03:22 PM

Hi Everyone.

 

Thanks for posting.

 

The delivery timescale may vary depending on which colour and size variant you ordered.

 

When your phone is on its way to you, you will receive a text from DPD before 8pm to let you know to expect a delivery the following day.

 

If you would like your order looked into give us a call on 150, they will be able to check your order and give you an update and also let you know which variants are available for a quicker delivery if you would like this looked into

 

Leanne.

0 Helpful
Fb3001
Explorer
In response to Leanne_T

‎20-09-2019 07:02 PM

This is honestly the WORST service I have experienced from EE. I have had the same experience as everyone else on here. Why take preorders if you can’t fulfill the customer’s expectations on launch day? I was told by an advisor when I took the contract out that I would receive the device ‘next working day’ after the product has launched.

 

After speaking to two advisors on live chats, one on twitter, then one advisor over the phone, i’m Told I won’t receive the iPhone for up until 14 DAYS. Being told it’s a ‘first come first serve’ basis simply isn’t good enough. Surely all your preorders take priority? But you sure have the same iPhones in store to sell instead though? Absolutely furious as I now have no phone for up to two weeks.

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Fb3001

‎21-09-2019 08:49 AM

Hi @Fb3001,

 

I'm sorry to hear there wasn't enough stock available to fulfil your order on launch day.

 

We send out devices in the order they were purchased, whether this was online, in store, or over the phone.

 

The delivery timescale may vary depending on which colour and size variant you purchased.

 
If you wish to switch to a more readily available model/colour then please get in touch with our Customer Care Team.

 

Thanks

 

James

0 Helpful