I ordered a Game Day package for the Nintendo Switch 2 three weeks ago. DPD initially failed to show up - I rang and he claimed to be at the depot 15 mins after my delivery time but the depot is an hour away. On try two they told me they had missed me and sent me a photo of someone else's address with a totally different house number, try three the parcel never left the depot and try four they delivered someone else's parcel before sending mine back to ee! I rang EE after day 2 and told them what was happening but was told there was nothing they could do apart from write notes on the system. So I ring 150 and they do a return on that order and send me out another one. This time DPD did not even attempt delivery - they told me that EE recalled it. This was not true but I had spent at least 5 hours on the phone to EE and DPD trying to sort it. At this point I was struggling and asked my partner to try and help sort it. He spent two hours on the phone with EE and was told the only thing you could do was either do a whole new contract (for the third time) in the hope they would bother to turn up or I could go into store and get the package there. He specifically asked if they would honor the package as its an online deal and was told yes definitely, they will be able to sort everything.
I went into store yesterday and was told no they couldn't do that deal, they don't have any stock of the items on that deal but they did have the console in stock they would do yet another contract for just the console so I could at least get it and told me to ring 150 and see what could be done with regards to the rest of the package.
Fast forward to this morning and I rang 150 early, got through to the latest person who once again told me he was sorry but there was nothing he could do but return the switch and restart this whole ridiculous process. At this point I lost it and broke down. My partner took over the call and asked to speak to a manager - cue more apologies and more reassurance that I am in the wrong for believing anything the previous agents have said - gaslighting at its finest.
Finally Robert comes on the line clearly hoping to dump this issue straight away - does not even let my partner go through the situation - just insists he and his staff member are right and we can jog on back to the store to sort it as I have now signed a contract with them so it's not his problem. He spends the entire call interrupting my partner at every turn and then is surprised when my partner raises his voice in order to be heard. He then accuses my partner of being abusive - you can check the call, he raised his voice but I could see why as Robert had no people skills whatsoever but he repeated asked not to be interrupted and Robert clearly decided that antagonising would be the better way to go. Repeated mantras of 'its an internet only deal', 'the store need to sort it' and 'there is nothing we can do' were hurled without even letting my partner get a word in before he was interrupted with more ways of fobbing us off. At this point my partner was so frustrated, infuriated and upset that he had a full mental breakdown and started hitting himself in the head, sobbing and apologising to me. I terminated the call as Robert showed zero concern for what he had just done or for its consequences despite the fact that my partners breakdown was evident.
I am genuinely appalled at EEs inability to take or deal with issues now - you just get palmed off on whomever they can dump you on while you the consumer is in an unwinnable game of piggy in the middle.
