Iphone 17 pro max

[Rachaelw114]

So I did an upgrade anytime via chat with EE and agreed to trade in my Apple iPhone 16 for the cosmic orange iPhone 17 pro max 256gb. Now I understand since I ordered on 19th there would be a delay of around 28 days. Problem being on the 20/09/25, I had an email from EE telling me there was an issue that needed sorting with my order. I then spoke to them on chat to which the order amended. They then for some reason restarted my order from 22nd. My problem then being that they haven’t sent me an update email with my new order number but when I call them they show me the order is placed it’s just a matter of waiting on stock. I just find this a little dodgy as my order number can’t be found when I try to tack on the app, I’ve called about 6 different times in 3 weeks with no help. I’m a little worried. The 28 day wait is over in a week and I’ve heard nothing from them or DPD. 
people I know who ordered the same day have an update from EE but me? I really have a feeling that EE messed me around on this one. Have I just been waiting 3 weeks for no reason!!?

[Linzi_H · Accepted solution]

Hi @Rachaelw114 

Welcome to the Community. 

If our team has confirmed over the phone and through chat that your order is placed, it will definitely be, so please don't worry.
Once stock is assigned to your specific order, this is the point where you'll receive further updates. Before this time, there are no updates we can give you, I'm afraid. 

Once DPD is about to receive your parcel, they'll issue tracking details, and then be in touch to set a delivery date and timeslot. It's normal not to hear anything from DPD until this point. 
I'd suggest using the DPD app so you can track your order right to your door.

Looking at the stock guidance, for orders placed on 20/09/25 or 22/09/25 for the iPhone 17 Pro Max 256GB Cosmic Orange, the expected dispatch time is more than 28 days. 
I know how eager you'll be to receive your new phone, but we aren't able to tell you anything different at this stage. It's now just a case of waiting for your order to be assigned stock, and we work through all orders on a first-come come first-served basis.

I hope this helps,
Linzi

[Rachaelw114]

Thak you fo rhe reply. It isnt so much the dely but rather the misinformation from EE staff, specifically over chat. I have saved chats showing members of staff saying I’ll receive my device in the first week of october. Obviosuly a lie, there was no need to say that, only yesterday i was told my order was beinf processed ans ill get it in the next 5 days them to turn around and say oh it cant be guranteed (all saved chats)

also its the unprofessionalism. You guys haven't even sent me a confirmation email with an order number or anything! No communication what so ever unless i reach out to you guys.

im going to go as far as to say, this is the worst customer service I've ever received! No this isnt EEs fault, they cant help the lack of stock received from Apple, but EE certainly can help the way they handle the situation! And it hasnt been good at all!

i had an email two days ago from EE asking me to order the new iphone pro in cosmic orange haha, what!!?

seriously, after this contract.. im done! 

[Linzi_H]

I appreciate the frustration of receiving different advice from our team, and I'm genuinely sorry, as this shouldn't happen @Rachaelw114 

I certainly wouldn't want to leave you feeling this way, and I think the best next step would be to Fill out our complaints form, and a dedicated member of the team will get back in touch directly within 7 days. From there, our complaints team can review all of your concerns and give you the best advice. 

Linzi 
 

[Rachaelw114]

Where I really do appreciate this, a complaint was put in place 3 weeks ago a nothing, again showing the poor handling of this whole thing, not just for me but for others! 
Also a few other complaints since this original one over the past few weeks which miraculously get “closed” immediately without any explanation or communication. Absolute joke of a company! So your customers (and if you look on social media there are a lot)  are being treated like absolute jokes! Keeping in mind, I’ll be paying a whopping £110 a month for this! What a joke!

[Linzi_H]

If you haven't used the webform above, I still suggest you do this, as this goes directly to our highest point of escalation @Rachaelw114, and not our standard customer service team. 

You can see more information on our complaints handling process in EE Complaints Code of Practice. 

Linzi