Missing Item in Confusing EE Store Order - No Support

[Pdubz]

I ordered an Xbox with additional controller bundle last weekend from the EE Store online. On Wednesday the Controller only arrived. On Thursday morning (a day after receiving part of my order) i received an email to say the order had left the EE warehouse and there was tracking details with ParcelForce. When i check the tracking it shows that the order has been delivered with a picture of my wife receiving the package that only contained the controller and not the console itself. There is no reference or trace of an additional delivery to come that has the console.

This is a Christmas present for my son and it's going to be pretty disappointing for him to receive a controller and no console! I've emailed support and contacted via Facebook and Instagram (in desperation!) but had no reply.

Is there a phone number for the online EE Store so I can talk to someone to get support and get this resolved?!

Has anyone else had similar experiences? Do consoles and accessories normally get dispatched separately but all under the same tracking number somehow (which renders the tracking useless!)? I'm very frustrated, this is a terrible consumer experience.

[Pdubz]

The timelines were a bit sketchy because my order came in two parts (with only one part having any tracking from the outset). The first part of the order arrived within 2-3 days - then, after lots of time spent contacting anyone i could to find our if/when the second part would come, i had an email out of the blue about 9 days from placing the order to say another parcel was on it's way the same day. All worked out for me in the end, but the poor organisation and communication made things very stressful pre-Christmas! Hopefully your parcel arrives timely enough.

[mark00773]

Thanks for the prompt response! It’s a bit reassuring that the item will arrive, well, eventually. So far, I have contacted them via email , called EE and they’ve dealt this internally (took my details etc and hopefully receive a phone call today/tomorrow) I am tempted to raise a dispute with my bank once I haven’t received any update by Thursday. I was under the impression that it’ll arrive within 1-3 working days (according to their delivery times) after placing the order. It’s actually a gift and I need it by Friday! I’ve never been this frustrated with an order.