Order fulfillment during covid-19

[Galaxyhunter]

I have a Galaxy S20+ on pre-order, to be delivered to an EE store.  As these stores are now closed, but DPD are still delivering, will my order be redirected to my home address?  Thanks in advance

[Chris_B]

@Galaxyhunter   you’ll need to contact customer services about this. 

[Katie_B]

Good Morning @Galaxyhunter. 

Welcome to the EE Community. 

Have you been able to follow the advice from @Chris_B and speak with our customer care team?

Speak soon, 

Katie 🙂

[Galaxyhunter]

Unfortunately i work in a key industry, and have been unable to find the time.  I am hoping to give them a try this afternoon.  Thanks

[Katie_B]

Please be sure to keep us updated with the outcome after speaking with them @Galaxyhunter.

Katie 🙂

[Galaxyhunter]

After speaking to an advisor on Thursday 26th, i was told that the store managers were contacting customers to make new arrangements for delivery, and to expect a call within 48 hours, no call has been recived as of yet.

[Leanne_T]

Hello there @Galaxyhunter

Thanks for coming back to us.

Once your new phone is available, a member of our team will contact you to check if you’d still like to receive this and, if so, we will arrange sending this to you directly.

We have taken all of the phones out of our shops.

Thanks.

Leanne.

[Galaxyhunter]

As of today, 7th April, i have still had no information from EE about my order. Not even so much as a courtesy call to say my order is in the UK.  Can someone tell me if your even getting the stock in? Or any idea of what lenth of delay other customers had to endure for order placed to delivery of order?  Thanks

[James_B]

Hi @Galaxyhunter,

I'm sorry to hear you haven't received your phone yet.

Our retail team will be in touch when stock is available to fulfil your order.

Thanks

James

[Galaxyhunter]

Well thank you James for telling the same thing you collegue alread had, however i want some real tangable information, let me give you some frist.  1, i am paying for a phone i have not had!   2, my upgrade contract started on 8th march, as part of contract i have anytime upgrade in effect from 23rd march, but no phone to upgrade!  So, again, i would like to know if you are getting deliveries? And what average lenth of delay has been for customers?  Or i shall contact oftel to see what breach of contract actions i can take.  I would prefer to stay with EE as have been for 12 years, but will seek legal compensation if not resolved!