Disappointed with Delivery and Lack of Communication

[AT888]

I placed an order on 30th December expecting delivery by 2nd January with EE’s “1-day delay standard.” Now it’s 3rd January, and I still haven’t received it.

I emailed EE yesterday about the tracking not working but got no response. Today, I see that Parcelforce only received the parcel this morning.

This lack of communication is unacceptable. EE needs to explain why this delay happened and should expedite the delivery today. I’m not looking for excuses—just action.

[Northerner]

Hi @AT888 

From the tone of your post there is no point in explaining Christmas/New Year and closures, but you can complain here:

https://ee.co.uk/help/contact-ee/complaint

EE has no email customer service.

Thanks 

[Chris_B]

@AT888   EE don’t have a 1 day delivery standard,  it’s says usually delivered in 1 day not that it will be delivered in 1 day. 

[AT888]

Hi Northerner, Thanks for your response I will use the- https://ee.co.uk/help/contact-ee/complaint

I doo understand the 1st January bank holiday, but that’s just one day, and the delay goes beyond that.

Regarding the email, the Contact Us page on EE’s website states that emailing enquire-store@ee.co.uk is the first step for customer service, but I received no reply.

[AT888]

Hi Chris,

Oh, absolutely, I’m definitely on the “not delivered” side! On my order confirmation, it says “1 day delay standard,” so I’m guessing that’s the fancy new EE way of saying “we’ll try to deliver within but don’t hold your breath.” I’m sure they’re just factoring in the New Year bank holiday. That explains the delay—except, of course, that it’s now 3rd January.

[AT888]

So, I called the complaints number (07953 966 150) about my delayed SIM-free iPhone 16 Pro Max order. After a whopping 17 minutes of chatting with someone who tried to help but clearly couldn’t, I was told they couldn’t even find my order in the system. Funny, because I’ve got a confirmation email from EE, and I’ve already paid for it.

Apparently, there’s no way to contact the EE online orders department directly—brilliant system, EE! A 17-minute call for absolutely nothing. What an incredible experience.

So, here’s a question for EE: Is there anyone who can actually explain how a customer is supposed to reach someone who can help with online orders, or are we just expected to sit and wait for an email reply that still hasn’t come after a day?

[AT888]

So, I called the complaints number (07953 966 150) about my delayed SIM-free iPhone 16 Pro Max order. After a whopping 17 minutes of chatting with someone who tried to help but clearly couldn’t, I was told they couldn’t even find my order in the system. Funny, because I’ve got a confirmation email from EE, and I’ve already paid for it.

Apparently, there’s no way to contact the EE online orders department directly—brilliant system, EE! A 17-minute call for absolutely nothing. What an incredible experience.

So, here’s a question for EE: Is there anyone who can actually explain how a customer is supposed to reach someone who can help with online orders, or are we just expected to sit and wait for an email reply that still hasn’t come after a day.

[AT888]

I called the complaints number (07953 966 150) about my delayed SIM-free iPhone 16 Pro Max order. After 17 minutes, I was told they couldn’t even find my order in the system, despite my confirmation email and payment.

Apparently, there’s no way to contact the EE online orders department directly. A 17-minute call for zero progress—great customer service, EE!

So, how customers are supposed to get help with online orders? Or do we just wait endlessly for an email reply that still hasn’t arrived after a day?

[AT888]

So, I called the complaints number (07953 966 150) about my delayed SIM-free iPhone 16 Pro Max order. After a whopping 17 minutes of chatting with someone who tried to help but clearly couldn’t, I was told they couldn’t even find my order in the system. Funny, because I’ve got a confirmation email from EE, and I’ve already paid for it.

Apparently, there’s no way to contact the EE online orders department directly—brilliant system, EE! A 17-minute call for absolutely nothing. What an incredible experience.

So, here’s a question for EE: Is there anyone who can actually explain how a customer is supposed to reach someone who can help with online orders, or are we just expected to sit and wait for an email reply that still hasn’t come after a day?

[AT888]

I placed an order on the 30th of December for a SIM-free iPhone 16 Pro Max, expecting delivery by the 2nd of January based on EE’s “1-day delay standard.” Now it’s the 3rd of January, and I still don’t have the phone.

I emailed EE yesterday after noticing the tracking wasn’t working, but I’ve had no response. Today, I checked Parcelforce, and it turns out they only received the parcel this morning.

 I also called the complaints number (07953 966 150) to chase this up. After a 17-minute call, I was told they couldn’t even find my order in the system—this is despite receiving a confirmation email and already paying for it. To make matters worse, I was informed there’s no way to contact the EE online orders department directly and was simply told to wait for an email reply. It’s been over a day, and I’ve still heard nothing.

Adding to the frustration, I initially shared this issue in a separate forum post but now find myself unable to post updates. Each time I try, the updates disappear after submission. Is this a system glitch, or is negative feedback being suppressed?

EE needs to explain why this delay happened, provide a way for customers to get proper support and should expedite the delivery. I’m not looking for excuses - just actions.