iphone 12 pro max online order confirmation email missing

[Lb32]

i upgraded to a iphone 12 pro max 256GB gold not long after 1 on friday afternoon but i have not got a email or message to show me the plan details i have upgraded too i did get a text with my order number and thats it then i was told i should be getting my phone on launch day on friday the 13th november so i have been intouch with customer services again and enquired about this and now i have been told i could be waiting upto 28 days !!!! to get the phone so i was annoyed i was told by the customer service rep i would get it on friday 13th november i am very unhappy about this whole process not only have i been told 2 different types of information but now i found my order has not been picked i understand this is a phone in high demand but its not good customer service if i am getting told two different things but on the website is it saying expect delivery on launch but yet i am being told my order has not been picked and i have seen people getting a email with there plan details on why have i not got this myself i asked customer service about this and i did not even get a straight answer which i think is completely wrong on any kind of online order you should at least get some sort of email confirmation with full plan details so i can check what i am paying regardless of the phone being released next week all i have is a text with a confirmation message about my pre-order and thats i feel this is completely unfair on myself and i am sure other people like me are in the same position its simply not good enough i understand there could be a delay with it being a very popular brand which is very exspensive handset to not really get any confirmation of plan just a order message and then i am being told different things in regards to delivery date.

[shaunthejob · Accepted solution]

Hi there.

Obviously you’re within your rights to contact EE and make a complaint if you feel you have been poorly serviced.

however I would bear in mind, that the stock is routed directly via Apple to DPD and then an EE sim (if required or leaflet if not) is shoved in by DPD. 

EE have no control over stock / or dates except that it’s first come first serve. 

What I would say, is that I have been in your boat 5 years in a row for both phones and Apple Watch a couple of times. 

Most of the time I got it day one. But this year my watch was delayed due to low stock supplied by Apple. 

I placed my order at a similar time and am hoping for day 1 but there is no guarantee unfortunately: 

[Alex_S]

Hi @Lb32,

Welcome to the community 🙂

I can see that you have had some great information already from @shaunthejob,

Once the iPhone Pro Max is available, you will be able to check our current stock levels online.

When you place your order via our online shop, it can take a day or two for our team to pick up and check your details and process the order. This is due to the current circumstances and the high number of upgrades we are receiving this weekend.

Once your order has been completed, you will receive an email confirmation to confirm you phone, plan and any upfront costs you paid. If there is any further information or issues with your request, our Sales Support Team will be in touch.

With your confirmation email or text, you will receive details to track your order online. Once your order is available to dispatch, DPD will be in touch with your delivery details.

All of our orders are fulfilled on a first come first served basis with any back orders being completed first as we receive stock.

Alex 🙂