EE Store - how to contact?

[MarkBT52]

I ordered a new PS5 controller in the sale but on arrival the box was ripped open and the interior packaging damaged. Clearly NOT a new item.

Tried emailing but no reponse after 24 hours.

Impossible to phone or chat so do I simply have to request a credit card chargeback?  

No way to run an organisation.

Looking at the reviews I can see at least one other person had the same issue as me last week

Any suggestions?

[Linzi_H]

Hi @MarkBT52 

Welcome to the Community. 

It's a shame to hear you're facing an issue with your new controller, and I know you'll be eager for the team to review this.

If you've used the EE Store Contact us information, this is the right thing to do. You should have a response within 2 working days. 
When an agent is available, the live chat option will appear in the bottom right corner. If you're free now, this is showing ready to use.

I hope this helps,
Linzi 

[MarkBT52]

I used the chat was simply told to mail and was told I would receive an reply within 16 hours.

This did not happen

Chat is pointless if they just tell you to email....

[Linzi_H · Accepted solution]

Thanks for letting me know @MarkBT52 

From time to time, our chat team may need further information (e.g, a photo of how the item has arrived),  which is why they'll ask you to email them. The current workaround time for a reply is 2 working days (16 working hours), and I'm confident the team will respond within this timeframe for you.

Linzi 

[Test123611]

I have had this exact same issue which is frustrating. A controller that is clearly 2nd hand and email has been tricky as they say they have no record of my purchase 

[Christopher_G]

Hi @Test123611 

Welcome to the community.

I'm sorry to hear that you have a problem with your order. The only thing I can recommend is contacting the EE Store team on the contact details that @Linzi_H posted and follow through the process with them.

I hope you manage to get sorted.

Chris