I ordered a an s25 ultra plus but when thre phone came it wasn't an s25 ultra pl

[Pauleccles1937]

I ordered an s25 but when I the phone i received wasn't the right phone it wasn't an s25 ultra plus so I took it too the ee shop they couldn't do anything till you had the phone now you have the phone I went back to the shop to pick my new phone up but hey then turned round and said they couldn't sort it until you have cleared the £500 odd he said do you owe anything we said no we've got 3 contracts and been loyal customers i would like to go to the shop to pick my new phone could you sort what ever is on your pad because also they never get missed they get paid by direct debit im waiting for my new phone and it's not my fault could you sort it so I can go collect my phone thanks ive been waiting long enough 

[Pauleccles1937]

I ordered an s25 but when I the phone i received wasn't the right phone it wasn't an s25 ultra plus so I took it too the ee shop they couldn't do anything till you had the phone now you have the phone I went back to the shop to pick my new phone up but hey then turned round and said they couldn't sort it until you have cleared the £500 odd he said do you owe anything we said no we've got 3 contracts and been loyal customers i would like to go to the shop to pick my new phone could you sort what ever is on your pad because also they never get missed they get paid by direct debit im waiting for my new phone and it's not my fault could you sort it so I can go collect my phone thanks ive been waiting long enough 

[Pauleccles1937]

About picking 

• My new phone up from the shop im still waiting you've received it back as soon as I got the qr code when I went into the shop they couldn't do it cause u haven't cleared whatever it's says because the man in the phone shop thought it could be a billing situation we've been with them that long we have multiple contracts, sims, we even checked bank but we know they come out direct debit it's just your side butt I would like to go and pick my new phone up you sent me a phone out which was wrong now im having to wait I'd like it sorting this week I need my phone.

[Northerner]

Hi @Pauleccles1937 

Did you buy online or in-store.

I would suggest speaking to EE CS on 150 about the issue.

Thanks 

[Ali_A · Accepted solution]

Hi @Pauleccles1937 

Sorry to hear you've not received the phone you wanted. The EE shop will not be able to accept returns for items that were ordered online/over the phone. Please call our Customer Service team on 150 who will arrange a return. 

Once the device has been returned to us and order reversed we'll be able to place a new order the device you were looking for. 

Ali 

[Pauleccles1937]

You've already received the phoned i didn't want which was s25 which i
returned as soon as i got the code.I went into the shop because he said as
soon as they receive it you can get the phone i want which is the samsung
25 ultra plus but apparently they need you to clear 500 odd pound its not
my bill i have 3 out with ee we checked the bank and everything good im
just waiting for you to do something but I'd like my new phone as soon as
possible.

[bristolian]

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@Pauleccles1937 wrote:
You've already received the phone

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The solution to your query is in the post from Ali that you've replied to.

Online returns need to be returned via the online route, not via retail stores.

[Pauleccles1937]

No your warehouse has it im waiting to go and get my new one from shop but
he said they had to clear something 1st on your side i was wandering if you
could look at my paperwork and tell me if the shops ready for me to pick my
new phone up the leigh ee shop and get my phone is it ready? Thanks kerry

[Chris_B]

@Pauleccles1937  This isn’t customer support a public forum.  No one here can look at anything about your account.     The store will contact you when it’s there for collection.