I really desperately need some help as I’m going round and round in circles and nobody seems to be able to help me. My sons phone broke before Christmas so I ordered an iPhone off the EE website - I am NOT a customer. It was on RM 24 hr delivery, but as it was over Christmas I expected it to take a bit longer. After 5 days of no news I called and was told they couldn’t find my order number but someone would call within 16 hrs. Nobody called me. I emailed multiple times and didn’t get a reply. The phone turned up after 7 days and by then I’d had to go and buy another one. I received an email AFTER I had taken delivery telling me to refuse the delivery so it would go back to the warehouse and I’d get a refund. Tried to contact them again but it’s impossible to get through to anyone if you’re not a customer. Called and spoke to someone who said the only way to do a return is log into my non existent account and do it from there! After many more emails I received an RMA code to return it. I packaged it up, put a copy of the original invoice in with it, plus a print out of the email showing the RMA code, paid £10 for 24 hr signed for. Checked the following day and it had been received. Emailed again asking them to refund ASAP along with postage as it’s their mistake. Again no reply! Yesterday I had an email saying ‘Unfortunately, we have been unable to complete your return request due to some of the information being incorrect or missing’ I replied straight away and sent photos of me wrapping the parcel with everything in it, the RMA code and proof of postage. Then today FROM THE SAME EMAIL ADDRESS telling me I’ve contacted the wrong department and to call 150 from my (non EE) phone!
I just can’t believe the absolute incompetence of everyone involved, it’s now been 14 days since I ordered and they have a brand new iPhone and £440 of my money! I just don’t know where to go from here?!
