by EvanRS Contributor
Contributor

Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

I've been with EE for some years - OK service. I ordered an in-stock phone last Wednesday ("next day dispatch" say EE).  The phone hasn't been despatched yet!  Is this normal level of service?  If so I can cancel and go elsewhere.

9 REPLIES 9
by Grand Master
Grand Master

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

@EvanRS: If you ordered by phone or online you always have a statutory cooling-off period up to 14 days after delivery to cancel your order. If you ordered in-store you have no such "change-of-mind" right of return.

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by Ace Contributor
Ace Contributor

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

@EvanRS you need to contact 150 sounds like something has gone wrong with the order.

by
EE Community Support Team

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

Good Afternoon @EvanRS

 

Welcome to the community. 

 

I am sorry to hear your still waiting for your device.

 

What device did you order?

 

Did you receive your confirmation email with your order number on?

 

Speak soon, Katie 🙂

by EvanRS Contributor
Contributor

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

Hi Katie.  Email confirmation instantly.  Order no. xkn*********.  Samsung J4+ ; "in stock" ; no text or further email updates ; just gone dead.  Looks to be best to cancel and go elsewhere; plenty of options of course.

 

Thanks, Evan

 

[Mod edit: please dont post personal information on the community]

by
EE Community Support Team

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

Thank you for confirming this @EvanRS

 

I have sent you a private message for further information, please take a look and get back to me. 

 

Katie 🙂

 

by EvanRS Contributor
Contributor

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

At 18.35 I finally received a phone call from EE (I THINK!!!!).  As the first security question they wanted to know part of my password ???????   Really????

 

The person did not seem to understand the import of this and tried to argue that I provide the info.

 

When I said it looked like I had no alternative other than to cancel the upgrade order and to cancel the contract, they weren't at all concerned and just said "OK".

 

???????????

 

 

by EvanRS Contributor
Contributor

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

I've now been looking back at previous posts and it looks like EE don't give a dxxx about marketing promises; so many new phones and upgrades NOT actioned.  The EE person on here was helpful but they seem to have idiots at "customer care" asking for part passwords and not at all caring if you say you will have to cancel upgrade and contract; I've been with EE for some years (till now!).

 

by Skilled Contributor
Skilled Contributor

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

Asking for 2 characters of your account password is a standard security procedure by EE, for the care agent to give you detailed information about your account. If you're unwilling to pass the security questions for your account, I'm not surprised the person is not bothered if you want to cancel, as they have already tried to help you.

by
EE Community Support Team

Re: Ordered in-stock phone last Wednesday. Hasn't even been despatched yet!

Good Morning @EvanRS

 

I have responded to your private message, please take a look and get back to me. 

 

Katie 🙂

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