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xko order no information after 5 days?

archangel86
Investigator
Investigator

‎09-04-2021 09:35 AM - last edited on ‎09-04-2021 11:44 AM by EE Community Moderator

Hi,

 

I recently made an order for an upgrade on Monday 5th and received a confirmation email with an xko order number, and a £50 payment was taken from my account the following day. However, since then I've received no update and nor can I find any details about this order through the order tracking system.

 

I contacted your digital sales team who said they could not track orders made online and to speak to customer services. I spoke to customer services who told me to speak to the digital sales team. Can someone who can actually tell me what's going on with my order please contact me asap? The phone was showing as in stock, there shouldn't be any delays and any prior orders with yourselves have always arrived within 24 to 48 hours (or I've at least been contacted about them!).

 

Thanks.

David

order: xkoxxxxxxxxx

 

[mod edit: please do not post order numbers on the public board. Thanks!]

0 Helpful
5 REPLIES 5
Northerner
EE Community Star
EE Community Star

‎09-04-2021 09:42 AM

Hi @archangel86 

 

What does order tracking say? 

 

If order tracking doesn't work then you need to speak to EE CS on 150. There is no access on these forums.

 

Thanks

 

 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
archangel86
Investigator
Investigator
In response to Northerner

‎09-04-2021 09:53 AM

This is my problem. I speak to them and they tell me to speak to another team, who then refer me back to the first team. So I'm hoping someone from EE will actually look into this on this forum and tell someone to call me so I can find out what's going on. At the moment, I have no tracking for the order, it doesn't even look like anything has happened on my EE account other than money being taken from my bank account.

0 Helpful
wardi
Star Contributor
Star Contributor
In response to archangel86

‎09-04-2021 10:14 AM - edited ‎09-04-2021 10:15 AM

archangel86.. which phone make/model, colour & storage did you order?  This might help one of the EE people to double check availability.

0 Helpful
archangel86
Investigator
Investigator
In response to wardi

‎09-04-2021 02:11 PM

It's a Samsung Galaxy S20 FE, 128GB, Red.

 

Customer services are being less than helpful in telling me anything about this order.

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to archangel86

‎09-04-2021 02:57 PM

Hi @archangel86,

 

That model is in stock so there shouldn't be anything holding your order up.

 

Anyone in our Customer Care Team can check the status of your order. Please get in touch on 150.

 

Thanks

 

James

0 Helpful