EE order doesn't have a DPD number

[InertiaDrift]

I ordered a DualSense controller from EE store during Black Friday and my order seems to be stuck in limbo. On 2nd December I got a mail that said it's been dispatched but I can't get a DPD number. The guys at the store refused to help saying it's an online order and I should call the helpline. The guys at the helpline say they can't do anything and I need to go to the store. What exactly am I supposed to do to at least get a refund? 

[Christopher_G]

Hi @InertiaDrift 

Welcome to the community.

Did you get an order number? If so, did it begin with XKO, EE or SO0? Did you add the charge to your plan or pay for it by card/finance?

Chris

[InertiaDrift]

Hey yeah I did get an order number (EE-********). I paid for it by card I don't really have a sim or anything else with EE. The helpline I called said they need an XKO order to help me 

[Christopher_G · Accepted solution]

Thanks, @InertiaDrift 

There are separate processes depending on the order type (and order number). Orders with the prefix EE are EE Electronics ordered. To check the status of the delivery, please give us a call on 0800 079 0062. That team deal specifically with your type of order.

Hopefully they can help you get sorted.

Chris

[InertiaDrift]

Thanks the number I found online was different. It's not resolved yet but it's in progress right now so better than before 

[mark00773]

Hi,

Did you manage to sort this out? It is very frustrating as the customer service is not timely! 

I have the same issue but the tracking details provided are not working. It didn’t specifically say which courier service so I tried every single one on their list. Still stuck as per below! 

 

[mark00773]

Hi Christopher,

Just wondering if you have some idea regarding my case? I have an SO0 order and it is stuck on “dispatch” and the tracking details aren’t working (tried every courier service listed on their website). Customer services are only contactable via email and won’t hear from them after two days. It is very frustrating.

Thank you. 

[Ali_A]

Hi @mark00773 

For EE Store orders placed online, with Order numbers beginning SO0, you'd need to contact the team through the Contact Us | EE Store page for any queries or updates. 

The Store team aim to respond within 16 working hours, so if this has passed and you've not yet had a reply I'd recommend dropping them another message. 

Ali