Sent returns kit back but not arrived

[Tezzy]

I moved to EE from sky back in January after a massive price hike... I ordered a pro box, a mini box and a router hub. 

Only the hub and 1 mini box arrived. So I called them up and the woman told me there was a problem with the pro boxes so I would have to have another mini box for the living room and when the problem with pro boxes are sorted they will send me a pro box. 

After the mini box arrived I called EE because the mini box wasn't suitable because I couldn't record ect.... so I called them and the guy was like. No idea why they sent you a mini box. Il send you a pro box now.... ( why did the woman lie to me saying I couldn't have a pro box ) ?? 

So I needed to return the mini box, fine.... not a problem. The returns kit arrived on the 23rd Feb 24. I send it back on the 26th Feb.... over 6 weeks ago. 

I am still getting messages and emails saying to return my kit. I sent it back !! 

I washed the recipt from the post office (back pocket of jeans) so have no way of tracking it. 

But I can't return kit that I have already returned and I don't think its fair that I get billed for not returning a mini box ( which I shouldn't have had in the 1st place ) when I have. 

If EE would have sent the correct kit in the first place and not messed me around sending me boxes I didn't need I wouldn't be in this position. I will be leaving EE as soon as my contracts up. Customer service isn't great when they completely lie about things. 

[JimM11]

@Ian3143 Same position, and i tracked it all the way back to the YDC so i know exactly when Royal Mail delivered, keeping an eye out for EE at there request to see when the Return Request's all die down just a pain with the e-mail and also the text messages double hit...👍

[Leanne_T]

Hi there @Ian3143 @JimM11 

If you could both call us, the team will get the returned equipment looked into for you 🙂

Thanks. 

Leanne.

[JimM11]

@Leanne_T Already done mine with PM to one off your helpful EE employees, so will not post the name. Agreed to hang fire and see when.

[Leanne_T]

Thanks @JimM11 

Please let us know how you get on 🙂

Leanne. 

[JimM11]

@Leanne_T For all that check, e-mail and text arrived from EE, and e-mail had Thanks for sending your kit in the heading, if any other prompts appear now this is done will post up.

Hi James, Thanks for returning your: Smart Hub Plus, it's back with us. Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.

Thanks, The EE Team

[Leanne_T]

Thanks for letting us know @JimM11 

Have a lovely day 🙂

Leanne.