Pixel ear buds claim - ordered after time frame

[Pippa087]

I ordered the pixel 9 pro XL on 12th November, the advert on the EE app said 'claim your free gift', I have a screen shot of it still on there. I've gone on the rewards claim section to see when I can start the claim and it specifies start of Oct to 5th November! When I spoke to someone at EE to confirm it was the phone with the offer to claim they said it was and I'll be able to do it etc. 

Have I missed them or can I argue that they were advised at the time of purchase so should honour that? I'm one week out, and they were to be a gift!! I'm so frustrated!!!!

Many thanks if anyone has advice or can help!

[Linzi_H]

Hi @Pippa087 

Welcome to the community.

This offer was a reward through Google directly and was valid between 8 October 2024 - 5 November 2024. You can read more about this on their My Claim - Promo Rewards page.

I appreciate you'll be feeling disappointed about this, especially if one of our team has advised incorrect information. 

I would advise you to call us directly and have a chat about what's happened, from there we can work out the best next steps.

Linzi 

[Pippa087]

Hi,
Thank you for the reply. The team telling me the offer was still on was part of the issue, but the main issue was that the offer was being advertised on the app/website the day I ordered it (a week after Google stopped the offer apparently) so I was led to believe it was part of the deal and ive missed out as a result of mis advertising. I probably wouldn't have gone for this phone if I had the correct info at the time of order and I'm really not happy about it.
Look forward to hearing a solution?

Many thanks
Pippa 

[Mod edit: Please do not share personal details such as your full name, as your posts are visible to the public. Thanks!]

[Rach_H]

I do understand your concern @Pippa087, but we aren't able to access your account here, so you would need to speak with the team to get this resolved.