Seriously?

[KasiaK1]

I am very disappointed with EE! I have just signed a new contract in store and got a new iPhone 14.

As soon as I got home, I realized I made a mistake. I returned to the store next day and asked if I could swap iPhone 14 for iPhone 14 pro. I was never explained the differences between the phones and didn't know how much better the iPhone 14 pro camera was. I really enjoy taking photos and a good camera is very important to me.

It seems you can only return/exchange when you sign your contract online. 

I went then to Apple store and they were very surprised that I was not allowed to change my mind. They said I should be protected by the consumer rights act and be allowed 14 days cooling off period. They were encouraging me to challenge them. 

I have also visited the o2 shop and they told me their customers are allowed to return when buy/sign online or in store. 

I am very upset with EE and will probably leave them in 2 years time. I am also going to discourage anyone I know from dealing with the EE in the future. 

Do you think it makes any sense to challenge them about the matter? 

[Gareth43]

I’m afraid that’s how it works with EE. If bought online you would have had 14 days return period but as bought in shop the 14 day return period isn’t in affect. While I agree that is wrong that’s how EE work. 

[Christopher_G]

Hi @KasiaK1

Welcome to the community. 

I'm sorry to hear that you're not happy with your phone.

The 14 day returns policy is for distance selling orders (over the phone or online). When you take out your contract in store, you agree to the device and contract, there isn't a change of mind policy. If you're not happy about the way the contract was sold, I would recommend popping back into the store to discuss it with a manager.

Chris

[XRaySpeX]

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@KasiaK1 wrote:

I went then to Apple store and they were very surprised that I was not allowed to change my mind. They said I should be protected by the consumer rights act and be allowed 14 days cooling off period. They were encouraging me to challenge them. 

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I can't believe that employees of the Apple store do not know that the relevant UK legislation applies only to online & phone orders & not instore.

[KasiaK1]

Thanks Chris. I visited the store again today but without success! 

[KasiaK1]

The o2 and Apple store allow their customers to return/exchange when ordered/signed instore... Great customer service! 

[XRaySpeX]

What those stores allow are their own policies, nowt to do with the law. EE's policy is to adhere strictly to the law, as is their right.

[Chris_B]

@KasiaK1   There are a few shops that don’t give you a change of kind policy after you have taken the goods after a store purchase.   Curry’s is one I can name.   

  Not sure why you asked o2 or Apple about this as you didn’t purchase this device from them. 
 

It’s also not down to EE to inform you which device is better that down to you to do your homework.    It’s not called a Pro device for nothing. 

[bristolian]

In the eyes of the law, the premise of an instore retail purchase is that the buyer has the opportunity to examine all goods and make an informed decision.

If due research has not been done and/or questions asked of the retail store, that onus is on the customer.

Online purchases don't have this luxury, hence the distance selling regulations.

[KasiaK1]

I understand. I can only blame myself for being naive. I should have asked about their return policy but I didn't plan to return anything. Person dealing with me has never mentioned I couldn't change my mind or swap for a more expensive phone. Yes, I could have read the small print but who does it? Anyway, I will be signing with o2 in the future. Anyway, thank you for your comments.