EE orders starting with reference 'EE- XXXXX...' not being shipped

[sansiro83]

Hello,

I hope someone at EE can help.  I recently logged into my EE account and purchased 2 Apple Watches.  These Apple watches are not part of a data plan but are simply the devices which have been purchased via the EE Shop.  The order reference numbers start with EE XXXXXXX.  I placed the orders on 29th September and to this day I have had no updates on delivery.  On the order status page it sates 'usually dispatched within 28 days'.  I have been chasing this up with EE via number 150 as advised by the online chat and 6 members of customer service cannot help me.  They either can't see the order as it's not their department or fob me off.

When I placed the order I had the option of adding them to my mobile bill which I did and I was charged the 1st instalment immediately.

Can anyone on here advise what might be going on?  Any help or support is appreciated.

Many thanks,

A Very Frustrated EE Customer.

[Lesley_W · Accepted solution]

Hi @sansiro83 

Thanks for coming to our community.

With your order starting with 'EE', 150 are definitely the right team to look into this for you and I'm sorry if calling hasn't gotten you the help that you needed. 

With the watches being on back order, there's a good chance there isn't an update to give at the moment, but it is concerning that the team weren't able to locate your order. I'd recommend either speaking with the team again and if they are unable to help, you can ask to escalate this. Or if you'd like to make a complaint you can see how to do that here Make a Complaint

Lesley

[sansiro83]

Thanks Lesley,

For clarification, which option should I select after gaining access to the 150 telephone line?  I think I've tried most options but whenever I get through to someone, they don't see on screen what I see when logged into my account.

Many thanks

[Lesley_W]

If you follow the options for the billing team that will get you through to customer service @sansiro83 

But any option will be able to transfer you to the right team to get this looked into.

Lesley