Refuse delivery?

[RGN01]

I upgraded my contract over the weekend in order to get a Pixel 7. The phone was not delivered today as DPD had an 'unplanned incident'. This has caused me to reconsider and I no longer want the upgrade as I've also checked the costs and am surprised just how much more I was charged compared to other mobile companies!

I tried calling this afternoon to discuss but after an hour waiting to be answered a recoded voice came on said "The office is now closed. Goodbye" then dropped the call. I'm not best pleased.

I therefore plan to refuse to accept delivery - is that acceptable and will the phone be returned to EE?

Or is it better to accept delivery and then exercise my right to return it?

Thanks.

[Schockwave]

Hello @RGN01 ,

Welcome to the community,

Which number did you ring and at what time? Customer service should still be open, so not sure why you got that reply.

You can either decide to cancel your order or exercise your right to return it, that is down to you, but unfortunately if DPD had a problem of their own to deliver the product due to an incident, that is not EE’s fault, and at least you have been informed.

[RGN01]

Thanks for your response, Shockwave.

I called 150 from my EE phone a few minutes past 17h00. As I said, I then waited an hour approximately listening to the hold music and recoded announcements then it cut off at exactly 18h00 saying the office had closed at 17h00 (I kid you not, that's what the recording said at 18h00!)

I know it's not EE's fault that DPD didn't deliver but it has given me the option to refuse delivery rather than accept and return - and have to worry about doing so securely. I tried to cancel, which is why I spent an hour on hold!

I'll try call again tomorrow (but have to work so it's difficult) otherwise I'll refuse delivery.

[Schockwave]

@RGN01 that is strange, as customer service should be open longer than that, and best not to sit so long on the phone. Just wondering, was it channel.returns number that you rang? They are very busy, or did you ring 150 and tried to speak to customer service and which department?

[RGN01]

I called 150 and followed the voice menu options as best I could. I don't recall which one I ended up choosing - none seemed to be the correct one for cancellations unfortunately. 

It was not my plan to what so long but I had no option - I had already searched the EE website, MyEE and whatever else I could think of so calling was the only option open to me and if I dropped the call I'd have gone to the back of the queue.

[Schockwave]

@RGN01 , you can report it here: channel.returns@ee.co.uk and they will send you a link and here is some more information:

https://ee.co.uk/help/help-new/orders-and-delivery/cancelling-orders-and-contracts/how-to-cancel-a-c...

[RGN01]

Thank you - I shall have a good read of all that!

[Schockwave]

@

@RGN01 , you are welcome, glad to help, enjoy your read!😃. Also make sure if you decide to go for another company, make sure you check out how long the contract is for in comparison to EE and everything that is offered.