Where is my order??

[daveseagroatt]

I ordered a galaxy watch 2 days ago.

I've got a confirmation email with an order number , which is not recognised when i try tracking.

I was told in the email it will be dispatched within 24hrs - obviously not the case.

I cant get any other information and surprise surprise phone lines are very full.

My experience with ee has been very good in the past but feel they are letting themselves down on this one .

[Chris_B]

@daveseagroatt  customer services are working with reduced staff due to working with social distancing so obviously they are more busy than usual because of the limited number of staff taking calls.  And the fact some customers are calling because they can not pay their bill on time because they’ve either lost their job or still on furlough. 

  Your order number is not a tracking number and you’ll receive a tracking number once the watch has been allocated to you. 

if you call customer services you need to be patient because of what I’ve put above. 

[daveseagroatt]

Obviously I am aware of the current situation and appreciate that they are busy.

My email confirmation tells me that the order is in stock and will be delivered usually within 24 hrs.

If this isn't the case then perhaps the confirmation should be updated ? 

I spoke to customer services who were great, who told me the order hasn't been processed yet and was able to complete it over the phone for me.

And like I said I'm aware of the current situation that we are all experiencing that is why I choose to order online,  without calling customer services or going to the shop as I know they are busy too.

[Chris_B]

@daveseagroatt   As you put “are usually within 24 hours“ that doesn’t mean it will be within 24 hours.  But it good to hear you got it sorted.