Please read if you have ordered a Samsung Galaxy device (New OR Upgrade)

[jarkimond]

Firstly, I want to stress that I am in the same boat as you.

On 03/09/21 I ordered a Galaxy S21 Phantom Grey 256GB.

At the time of ordering, it was showing as "Usually Dispatched within 1 day".  Within 15 minutes of ordering, this had changed to "7 days".

I received two emails; one confirming my phone order (which contains my order number) with an estimated delivery date of 06/09/21, and another confirming the change to my contract.

Using my order number to track my order @ https://myaccount.ee.co.uk/orderdetails shows me the following message -

"Sorry, we can't show your order details right now. 

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD."

When I've spoken to EE Customer Services online and on the phone, they have assured me that they will be in touch when it has dispatched, but are unable to give a time-frame of when this will be other than "hopefully in the quoted time-frame".

This is probably all sounding very familiar to you.

So, why am I writing this post?  Because there have been numerous posts made about the exact same thing over the past week!  This isn't necessary - EE CS representatives are giving you all the information they have! They are mushrooms - kept in the dark and fed on....you know the rest.

Quite simply, there is a stock shortage. We can speculate on the causes of this shortage (import issues, manufacturing delays, EE hates you, Samsung hates you - whatever), but it doesn't change the reality of the situation.

I know you're tired, frustrated and want your new phone, but hang tight - all things come to those who wait.  If you don't want to wait, then cancel your order and try to get a device else where.

I've also seen posts along the lines of "I ordered my device 2 days ago and it said it had a 7 day wait, where is my device?!" - if this is you, you have answered your own question.

I hope all your devices arrive within the quoted time frame - sooner rather than later - but we're all in this together and bogging down customer support with identical queries will only detract from people with actual urgent issues getting support.

Also, Happy Friday!

[Kirsty102]

I did mine through the link above too, they arrived really quickly as well! (Quicker than my phone did!) 

[robwood78]

Hi, yet another customer dissapointed by this whole situation. I ordered my Samsung S21 White 256gb on the 22nd September and obviously no sign of it turning up yet. I have checked the order tracker which says 'awaiting confirmation' of delivery date but i do not see how this can be case yet they are still advertising the product on the online store as dispatched within 1 day and have been doing so for several days now. If they have stock to dispatch to new customers today within 1 day then surely they have stock to meet my order from a week ago!

I would have appreciated some honesty on the timescales involved at the point of making my order or at the very least now for someone to be able to advise on a rough estimate of when i can expect something i have paid for.

[Smile28985]

Good post @jarkimond. As you said the situation is what it is, but the frustration comes from the lack of info given at the time of ordering. I don't mind having to wait if there are issues, but at no point have I had anything from EE to say this is the case. I ordered my upgrade 4 days ago and the only info I've had is the email to say the order is being processed. The only reason I knew they were filling back orders was because I was looking for help on why I hadn't heard anything further and still getting the same message on the order tracker, that it can't give me an update. This is despite the online shop saying that the phone was in stock.

If back orders are being filled and you're essentially being put on a wait list then this should be communicated on the website so that you know you will be waiting potentially a few weeks for the order to arrive. That's just basic good customer service isn't it?

I know that the EE guys and girls on here, in store and on the phones can only give us what they are told and I feel for them constantly having to bear the brunt of peoples frustration because the wider company isn't communicating the situation correctly at the time it should be, but EE should be providing its customer service teams with realistic answers on current waiting times (obviously these are likely to change depending on demand). So that they can pass this on rather than having to just say 'its on a first come first served basis' or 'you'll get a text from dpd the day before.' Those things are fine, but don't answer the question 'how long will I be waiting?' EE is a big enough company, surely it can give an answer to this, even if it is a rough one!

[Leanne_T]

Morning everyone.

I am very sorry your order is delayed, unfortunately, we received fewer handsets from the manufacturer than expected. We are working with Samsung to dispatch your order as soon as possible. 

We do allocate stock on a first come, first served basis. And we update our order tracker as soon as deliveries arrive, so you can see the latest information we have.

No delivery dates can be confirmed until they’re in the tracker, so remember to keep checking back for updates.

You will receive a text from DPD, by 8pm the day before your delivery, to confirm that it's on its way. 

Leanne.

[lh2794]

Hello,

I am another frustrated customer.

Orders in 17/9 and went to back order 

spoke with someone on 23/9 and changed colour to get phone quicker, was told next day. person ordered the wrong colour which you can’t fix without cancelling.and reordering (still listed as next day)

just had an estimated delivery of 11-16th

Also had to pay a second upfront cost but the first payment has not yet been refunded.

as a new customer to EE I am really disappointed by the lack of communication and incorrect information 

[Leanne_T]

Hi @lh2794

I am very sorry to hear this. 

How long ago did make the first payment?

We’re sorry for the delay, unfortunately, we received fewer handsets from the manufacturer than expected. We are working with Samsung to dispatch your order as soon as possible.

Leanne.

[lh2794]

I made the first payment on 16/9 and it was to be refunded on 23/9 when I made a second payment.

I will now need to pay an additional month contact with my old provider due to the delay. I understand there is a delay but it’s the poor communication and lack of honesty that’s frustrating 

[Leanne_T]

Thanks @lh2794

I would suggest giving us a call on 0800 956 6000, the team will get the refund looked into for you. 

Thanks 🙂

Leanne.

[robwood78]

Two weeks on from my order for a product that was described at the time as dispatched within one day and still no update. This is unacceptable. Please can you let me know when I can expect to receive it

[Leanne_T]

Hi there @robwood78

What date did you place the order? 

Which model size and colour did you order? 

Leanne 🙂