Tech Return - Delivery Confirmation received still not processed after 3 weeks

[JaseyB]

HI

Has anyone encountered any significant delays to a return being processed?

I added a Lenovo Legion S Go to my contract as an add-on but having received it - I realised the OS wasnt what I expected so initiated a return within the 14 day period - that ended on 26th April

I was sent the QR Code and confirmed that my add-on had been cancelled and upon receipt it would be processed within 48 hours and any payments refunded - on this case £50

I returned it on 20th April to which EE confirmed - DPD held it until it was delivered on the 29th April as per the tracking information

I called twice to get an update on the processing and to check my account and nothing has been amended - I messaged once again yesterday and went through it with a guide who has raised another form with Channel Returns and now waiting for an answer for 72 hours

Is this normal ? Anyone else had any issues or delays with returns processing ?

Ive been with EE for 11 years and I can count on my 2 fingers the issues Ive had but have stated if they dont sort this by 21st May when my next bill is due Im escalating via complaint and also independently if necessary as IM not willing to pay for an item Ive sent back

Thanks

[Lesley_W]

Hi @JaseyB 

Thanks for coming to our community. 

I'm sorry you have had so much trouble with your return, it's not what we'd expect. 

Did the team open a complaint for you when you called?

Lesley

[JaseyB]

They asked but I said as long as it's sorted by the 21st may when my bill is next generated I'm happy

If not I will escalate and refuse to pay for that portion of my bill as well as deducting the £50 I'm owed

They raised another web form with channel returns and asked I wait for 72 hours for a response so I shall wait with bates breath

Jase

[Lesley_W]

Thanks for the extra info @JaseyB 

Do let us know how you get on after the 72 hours has passed.

Lesley

[JaseyB]

HI Lesley

Not very good Im afraid

Ive had a response saying they have looked into my query and its the warehouse that appear to have not booked it in and they have asked them to investgiate

I responded to say as they have now confirmed its an internal issue I wont be expecting to have this on my bill on Thursday and would want my refund as its beyond my control if the internal processes have failed

I am awaiting their follow up but remain steadfast in my stance on this

Regards

Jase

[Rach_H · Accepted solution]

Hi @JaseyB,

I'm glad to hear that the team have been able to update you on this, and I'm hopeful this will be sorted by the time your bill is produced. If this does show on your bill then absolutely reach back out to the team, and they will be able to sort this.

Rach