Committed to providing terrible customer service

[Katiewithoutani]

I finally upgraded my phone after 3/4years. I’ve been with EE since they were Orange 😂 so yep 16+ years.

The day of my delivery I got 2 time slots from DPD (EE’a contracted courier) (11:42-12:42 & later “Aaron” is delayed but will be delivering by 3:45). However, at 4:30 I got another text reading “sorry your parcel is delayed” with no time frame.

I phoned EE as they are the sender of the item so naturally they should have an update on what’s happened. The first rep I spoke to said they getting the same tracking info as me & DPD need to report to EE but in order for that to happen I (the customer) had to contact DPD to get this done.

I called DPD they informed me there had been a security breach with driver then went in to say they have to send it back which then I said why is my item being sent back? Why is it not being delivered to me? Of course it’s been stolen in transit. I was advised by DPD that I have to report it to EE.

So I phoned EE again and update them. The rep then threw me back to DPD saying the same (I have to contact DPD) however was somewhat kind enough to refund me for the delivery charge (I had to ask for it though!)

Again call DPD who again throw me back to ee. By this stage I went into store to see if they could help me ~ they couldn’t because the order was placed online 😂

This has been going on for 2 hours at this point. I phoned ee again after speaking to the store reps and again was told I need to report it and even advised to go to my local depot!!!!

I tried again and finally got to a rep who referred it to the appropriate team to investigate it. I said on all these calls that I wanted the redelivery to my sent for pick up at an ee store. The guy who made this referral to the investigation team informed me that will be arrange when the investigation has been completed and the team get in touch with me which will take 72 working hours.

At this point I had no issue with EE however the following day I receive a text from ee at 11:36 reading “ Hi, sorry we weren't able to deliver your parcel when planned due to an unexpected issue. We’ve sent a new order that should be with you on Monday.” ~ okie so is this being delivered to my local store?

I call ee who advise that it’s not however once I have received the dispatch link I can call them back up and they can change it…. Not in my experience you can do this but hey I trusted ee after 16+ years. At 1:46 I get a text with dispatch link ~ I called ee who advised because it’s been dispatched they cannot change it? So the rep lied, poorly advised and my note from the night before was missed when the order was placed in the morning? Absolute joke.

I now went on chat to file a complaint ~ long story short copied and pasted a script and didn’t seem to understand how poorly my order had been handled. And inform “we have attempted to make a request to deliver the upgrade order to the EE store, but the request was not approved since the order is already shipped” so no one reads at ee like they used to? And I knowwwwwwwww hence why I’m filing a complaint! You failed to do your job! I asked for it to be delivered to store on 06/03/25 the reorder was not
Arranged until the following day! So how was it missed? Arghhhh I worked in customer service for 15 years and if this was me I would have been sacked!

I don’t even want the upgrade now and I am considering cancelling it as I can see the glory days of ee’s excellent customer service are over. I remember when you called a few years back an incident smaller than this would have been handled by manager and they would be amazing and get it rectified and more. Now you’re lucky they even understand what customer care/advice is. Anyone else had this experience?

[Rach_H]

Hi @Katiewithoutani 

Welcome to the Community!

We want your delivery to be as smooth as possible, so I'm sorry to hear about everything tht has happened here. It is disappointing to hear you've had to speak with so many of our team, and that this still has not been handled correctly.

I'd recommend calling back and requesting to raise a complaint and, if you're not entirely happy with how this is handled whe you initially speak with one of our team, then you are absolutely entitled to ask to escalate this, and speak with a team leader, which is the next step in our escalation process.

Rach

[Chris_B]

@Katiewithoutani  Why are you getting involved?   No delivery attempt was made, DPD should be sorting this with EE,   It’s a handling issue and that’s got nothing to do with you.   Both EE/DPD know the device wasn’t delivered.