Mis sold contract for free gift - advice needed

[StaceyLewry88]

I upgraded on 02/11 in the Gloucester store, and picked the Samsung Galaxy S24 FE on the premise I got a free Samsung watch as highlighted by the colleague serving me. I go to claim the watch online that evening and the free watch offer actually finished on 31/10 but the colleague actively sold it me as a perk and all the advertising was on display in store for this offer. I based the decision on going for the FE rather than the ultra for this free gift and now feel I have been mis-sold! I cannot get through to the store to speak to the colleague who sold it me (the line just says they're busy constantly I have tried for 3 days), head office on 150 say just go into store and "have it out" with them?! It is a 20 mile drive and I won't even know if the colleague who served me is working or not! I have multiple contracts with EE for me & my family and I am a very loyal customer... I am not happy!! How do I complain as this is mis-selling and more importantly get the free watch I have been promised upon taking out this new contract? OR the value of the watch credited onto my account. Thanks for your help, Stacey

[Northerner]

Hi @StaceyLewry88 

You'll need to make a complaint:

https://ee.co.uk/help/contact-ee/complaint

Good luck. 

Thanks 

[Christopher_G]

Hi @StaceyLewry88 

Welcome to the community.

I recommend either following @Northerner's advice to form a complaint, or pop back into the store to discuss it with the store manager. Either way, I'm sure they'll be able to look into this to try and find a resolution.

Chris

[StaceyLewry88]

I've been in today after spending a week trying to call the store so ended up driving a 40 mile round trip. The guy who sold me the contract admitted he got the promotion dates wrong, held his hands up and just said sorry but cuz it was a Samsung promotion not an EE one there was nothing they could do. I appreciate we all make mistakes I've been in retail myself for over 20 years but it isn't good enough. I've lodged a complaint with the store manager whose gunna call me Monday/Tuesday...

[StaceyLewry88]

Unfortunately I have driven in and given my details to the Store Manager who assured me he would call me back Mon/Tue to discuss further and he hasn't bothered. I am really disappointed with the level of service now.

[bristolian]

If the store manager isn't prepared to assist, the complaints process has failed & you have photographic evidence of the promotional material... I suspect Trading Standards may have something to say.

[Linzi_H]

Hi @StaceyLewry88 

Thanks for keeping us in the loop with what's going on. I am so sorry the store manager has not yet been in touch as expected to discuss this further with you.

I'd suggest calling us directly so one of our team members can support you further with this. If needed we can chase up your complaint, and try to get an update from the store to see what's happening. 

Let us know how it goes!

Linzi 

[StaceyLewry88]

I spoke to a really helpful couple of colleagues at head office a week ago who have lodged an official complaint on my account and I am waiting a call back for a resolution. Unfortunately it has been a week now with still no contact but I have the colleagues EE email address who I spoke to, so I will contact her to let her know that still no one has been in touch and for her to push it along (as she asked me to!) 

[Leanne_T]

Morning @StaceyLewry88 

Thanks for coming back to us and letting us know one of our guides is helping you get this looked into. 

Please keep us updated with how you get on 🙂

Leanne.