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.

[AT888]

Update on My Delayed Order:

I finally received a reply from EE after emailing about my order delay. The response claimed that orders placed between the 27th and 31st of December wouldn’t be delivered until after the 6th of January, meaning up to 11 days after placing the order—8 days for my order placed on 30th December.

Nowhere during the order process was this delay mentioned. In fact, on my order confirmation, the delivery information clearly states “1-day delay standard.”

This lack of transparency and poor communication is incredibly disappointing. I emailed yesterday to ask about the delay and why the tracking wasn’t working, only to receive this generic response today.

EE, how can you justify these delays and vague explanations? And why are customers forced to chase basic updates on orders that are already confirmed and paid for? Is there anyone from EE who can actually take accountability and address this?

[Christopher_G]

Hi @AT888 

Thanks for the update, I was just replying to you when you posted just now. Great to hear that you've received a reply from the equipment team.

I'm sorry that you had to chase this, and that you didn't see any information about extended delivery times over the New Year.

The courier company will be in touch with you when it's ready to be delivered (hopefully soon). Thanks for your patience so far.

Chris

[AT888]

Hi Chris,

Thank you for your response, but I’m still not satisfied with the resolution.

While I understand that you mention the courier company will contact me, I must clarify that my purchase was made through EE, not the courier. The order confirmation clearly states “1-day delay standard” under delivery information, and at no point during the order process or communication from EE was I informed about any extended delivery times over the New Year period.

It’s frustrating to be told to wait for the courier when EE is the entity responsible for the sale and the delivery process. I expect EE to directly address this issue with the courier and resolve the delay. This isn’t about waiting for the courier to contact me—it’s about EE fulfilling its responsibility to ensure the order is delivered as promised.

[Christopher_G]

I understand your frustration, @AT888.

We don't have access to customer accounts or orders here in the community. If you would like to make a complaint, you can do so here on our complaints form. That way, our complaints team will look into your complaint and contact you to discuss it further.

Chris

[AT888]

Hi Chris,

Thank you for your response. However, as you can see from my previous replies, I’ve already contacted the complaints team. After a 17-minute call, I was told they couldn’t access my order in the system and that I should wait for an email reply. This situation clearly needs to be escalated to someone with the appropriate access to resolve it.

I am happy to provide my order number if that will help expedite things.

I’ve already done my part by contacting the complaints team—now it’s time for EE to take immediate action and provide a clear solution. The current process clearly needs review.

[Christopher_G]

The number that you said you called was for our Customer Service team, who can handle complaints, @AT888.

The form that I posted goes directly through to a dedicated complaints team. I recommend filling it in, and they'll investigate this and try and find a resolution for you.

Make a Complaint | Contact Us | EE

Hope you get sorted.

Chris

[AT888]

Hi Chris,

Thanks for the suggestion. I’ve filled out the form as you recommended, but I see that EE’s “response time is 7 days.” After all the time I’ve already spent trying to resolve this, I’m now expected to wait another week for a response?

The form also mentions that for a faster resolution I should call—which I’ve already done. Clearly, this process needs some serious improvement.

[Katie_B]

Hi @AT888. 

Thanks for completing the online form. 

If a complaint has been raised by our customer care team with no solution, completing the online form will be the next best step. 

Our dedicated complaints team will be in touch as soon as possible. 

Katie

[Laur0311]

Morning, 

I am in the same boat. Having ordered on the 30th I haven’t heard anything since. Keep trying to look on my orders on the app but that appears not to work. I tried calling yesterday but the wait was 45 mins and I get half hour lunch at work.
I think it’s very poor there appears to be no sensible way to contact EE as a loyal customer. 

Im grateful you have done the chasing and will now look out for it on the 6th! 

[AT888]

Hi Laur0311,

Thanks for commenting. It seems there are other EE customers in the same situation. As you’ve seen from my post, I’ve been trying to get answers beyond just a generic email reply stating that delivery will be after the 6th of January. EE’s lack of transparency and poor communication is simply unacceptable.

What makes this even worse is that I placed a standard delivery order with a different retailer on the 31st, and ParcelForce delivered it yesterday. Their couriers are clearly operating normally, so this delay seems entirely due to EE’s flawed processes.

From the start, EE failed to inform customers about potential delivery delays when placing orders. The delay itself is ridiculous—especially in a time when 3-day standard deliveries are achievable, even with the one-day bank holiday. On top of that, their customer service is appalling: the complaints team can’t assist, email replies take over a day, and the only way to escalate is through a form that takes up to 7 days for a response.

This whole process—from ordering to trying to get support—has been a disaster. EE really needs to address these failures.