Guest Order No Confirmation

[fisher0111111]

Ordered the Nintendo Switch 2 bundle this morning as a guest and haven't received a confirmation email.

Checked Spam/Junk and other mail folders with no luck.

Cannot track the order as website session expired and need a order confirmation number.

Cannot call EE support as there's no option relating to electronics.

Payment already taken, please help!

[Hivesy]

The same thing has happened to me. Will be interested in the next steps. 

[fisher0111111 · Accepted solution]

Just got off the phone with support who have confirmed the order is there. Apparently there's major delays with the emails and they might even be sending them through manually. He confirmed that they should be sent today though so fingers crossed.

[Hivesy]

Oh brilliant. Well done and thank you. 

[Evolvic]

Hi,

I also ordered the bundle as a guest and I got the order acknowledgement email from them which contains an order reference number and even a "View my order" button but when I click it as I guest and enter the reference number and postcode, it tells me it can't find the order.
So I then created an account in the hopes that it would show up properly when clicking the same link from the email, only now I get a "Sorry, this service isn't working right now." message.
I also paid in full and aside from this email, it appears that the order doesn't exist.

Were either of you able to check the status of your order on the website?

Thanks.

[Ali_A]

Hi @Evolvic 

Can you tell us what your order number begins with? 
Please don't include the full order number, just the first 2 or 3 characters. 
 
Ali

[Evolvic]

Sorry @Ali_A , I only just saw your reply, so my apologies.

So it turns out that if you are logged into an EE account but ordered the Switch 2 as a guest, you cannot be logged in when you try to track your Switch 2 order, the system tells you "Sorry, this service isn't working right now.".
I discovered that if I log out of the EE account and then try again, it now lets me through to the tracking page but this is also a mess because you have to enter your postcode EXACTLY as it is on their system.
It took me days to figure out that for mine at least, I had to use all caps for the postcode and also make sure the space was included and in the correct place.
Once these things were correct, I can then see my order....or preorder as it is.
I still have no further communications from them regarding shipping etc and that is worrying as we are now 2 days from release.

[fisher0111111]

Just to update following my last. Since early April I have been chasing my pre order as no confirmation ever appeared. I have been on numerous calls with support agents and leaders who have since not been able to see my preorder on their system - despite me paying in full on the 8th April and knowing other details (address, email, name, bank details used).

What's worse is the number of support agents and leaders who have promised to keep me up to date with their investigations and then never followed up and ignored my emails (as they gave me their direct work email addresses) asking for an update.

After two months, I gave up after hours spent on calls and emails. As of now, I am waiting to see if it shows up on the 5th; if not, I'll be disputing with my bank directly. Cannot recommend EE for pre-ordering tech or their order support team. Sorry for the negative conclusion but wanted to be transparent with how this ended up.

[ArchieJMc]

Hello Fisher 

I am also experiencing the same issue as yourself.

just got off the phone with customer service and they say the order doesn’t exist.

i can see my schedule payments with PayPal and even on my search history a tab that says order confirmation (which I can’t click on)

so who knows what is going on 

[Rach_H]

Hi @ArchieJMc,

Welcome to the Community!

I'm sorry to hear about the confusion here. Can I just check the first few characters of your order confirmation number?

Rach