No Confirmation of Order placed 21/10/24

[STR1D3Z]

I placed my order on Monday 21/10

i have received no confirmation email / text / order number 

The order number is in this format ORD-XXXXXXXXXX (10numbers) however this doesn’t work on ‘track my order’ nor does it show in my EE app that I have for broadband

I only got an order number after I chased it up with customer services, but their hold time is still 45+ minutes and I don’t have time for that. 

I was really impressed with broadband but severely let down as a new mobile phone customer

[Katie_B]

Hi @STR1D3Z. 

Thanks for coming here. 

I am sorry to hear you have not received any confirmation. 

Did an upfront payment get taken?

What mobile phone did you order? I'd love to see if I can look into this.

Speak soon,

Katie

[STR1D3Z]

Hi Katie,

Of course it did. EE had no issue taking that, but seem unable to confirm an order

[Katie_B]

Hi @STR1D3Z. 

What device did you order?

Katie

[STR1D3Z]

Not sure on how that’s relevant…

But it was the iPhone 16 Pro Max

[Katie_B]

What colour and memory size @STR1D3Z?

I'd like to check stock for this device. 

Katie

[STR1D3Z]

It kept changing due to stock but in the end it was the black 256gb

surely I should have still received a confirmation email?

[JZ_Priest]

I ordered the same phone in titanium on 22nd and finally received my order confirmation yesterday morning so hopefully you have yours now. It’s not just EE and it’s pretty much the same every year. The 256 is the cheapest and therefore most popular of the pro max models and Apple never ever make enough for the demand. I was told to expect a 28 day wait for mine but as yet I don’t know if that meant 28 days from the day I placed the order or 28 days from the day the order was placed. 

[STR1D3Z]

I’ve never ordered something and not almost immediately received an order confirmation especially when they’ve taken a payment

Just seems odd

[Linzi_H · Accepted solution]

Hi @STR1D3Z 

Looking at our stock information for this device, you can expect dispatch within 21 days.

I'm so sorry you've not had further information from us yet, and I appreciate it's frustrating when you don't know what's happening. 

Further updates happen when we allocate stock to your order, and then DPD will reach out with your delivery information. The best way to track this is by using the DPD app.  

If a payment has been taken (and it's not pending with the bank), that would indicate the order has been successful. I would still suggest calling us directly though so we can make sure everything is accurate, including your email address.

Linzi