EE Customer Service Complaint re order

[Mrmurdoc]

Terrible experience this week with EE customer service. 

Last Saturday 19/11 I placed an online order for a new contract with an iPhone 14 Pro 128GB Purple. At the time, the website stated 'usual dispatch 7 days' for that particular model, which is why I chose it, as all the others had up to 14-28 days.

However, yesterday I seemingly got a refund from EE of what appears to be my upfront cost of my phone. So I called customer service, and after 30 mins, got through to a person who had no idea that an order was placed for me, even though I had an email confirmation.

She then put me on hold for 40 Minutes, before someone completely different picked up, who had NO IDEA why I was put through to her.

I was in shock. Waiting that long just to be passed on to someone else with no explanation. This person had no clue why I was sent through to her. She managed to actually locate my order, but apparently it was NOT CONFIRMED?! 

She told me I was sent an email detailing to call EE to finalise the order, however I did not get any email after the confirmation email the weekend before. She then completed my order, and told me the wait time was now 28 days for the phone!!

Now, I know there have been delays with the latest iPhones, but regardless of that, the website still stated the model I chose would be dispatched within 7 days. If this was not going to be the case, then do not lie on the site. This is complete false advertisement, and then to have to go through almost 2 hours on the phone just for someone to say my order never actually went through is disgusting.

I have no problem waiting a bit longer for the model I want, but at least be upfront with your 'loyal' customers about it. Because of this, I lost a week on the back-order line for the phone, and EE have not done anything to make up for this discretion. 

If I knew better, I would say they cocked up my original order, and had to re-order it yesterday, but lied about needing to call EE back to confirm my order, even though it was confirmed and I had the order email to prove it.

Rant over. If I don't get a phone within their now new 28 day time slot they will be losing a once loyal customer. 

[Schockwave]

@Mrmurdoc , with all the problems in China, EE can only give you a rough idea as to when you will receive the phone, as it is delivered on a first come first serve basis and so depends when they receive stock from Apple and which ones. 

Here in the forums we have no control what the website says, I am just wondering whether you checked your spam/junk folder, as emails sometimes do go there rather than the inbox.

Weekends can be busy, also not so many staff on duty, so usually best to ring during the week, but it should normally not take more than 20-30 minutes before someone answers, best to hang up and try a little later, if that happens.

Hope you get your phone within the time frame and possibly earlier.

[Mrmurdoc]

Totally understand the stock issue is not EE's fault, but surely they should have some awareness about their estimate times. Why does one model say 7 days, and another 28 days when in reality they are all basically a month+ delayed? No excuse there, they should update their estimates better.

As for the email, of course I checked my junk, I had no other contact after my initial order confirmation email. Also, never have I before needed to confirm a confirmation before. Seems like another excuse to me. 

Lastly, busy or not, I was put on hold for 45 minutes while this person supposedly checked my order status, only to be transferred to another EE worker with no explanation why. They had no idea why I was put through either, which meant I had to start my query all over again.