No order confirmation

[Kaitlinwardd]

I have ordered a new iphone 14 off the EE website. Order placed and they took the deposit from my account (have checked and this has not been refunded). Got a notification that the order was not confirmed but that I had to contact them to confirm details on my order. EE then ended up ringing me five mins later. Ran through credit checks and the lady said that was all she needed to check to process things and hung the phone up. I still have not received order confirmation and cannot track the phone with the order number provided on the initial screen when purchasing. I ordered the phone on Thursday (4 days ago, 2 working days as fell over a weekend). Have never had such poor communication when ordering from a phone company & EE just put you on hold when ringing.  So I essentially still have no way of knowing if the phone has been ordered or not or if it is currently out for delivery. 

[Leanne_T]

Morning @Kaitlinwardd 

Thanks for posting 🙂

I have replied to your private message on the community. 

Leanne.

[Kaitlinwardd]

Morning @Leanne_T I appreciate your response. 

HOWEVER, I do not see the point in the community and message options if the EE staff and support team cannot access any order/tracking information. I understand you have provided me with a contact number, but this is the same one where I have either been placed on hold during work hours or else I have been passed from team to team.

Your response was to track via DPD. However I have no tracking number through DPD. Have downloaded the app as you suggested, however again it asks for your tracking number as well as postcode or email address. DPD should not be left responsible as EE are who I purchased the phone with. DPD have responded in online chat letting me know they cannot find any orders for my address and that they cannot do a thorough check without a tracking number.

My main concern is not the delivery window, but more so that the actual order has been processed seeing as the money has been taken from my account. I would have expected an order confirmation, order dispatch and tracking number for DPD to be provided from EE. Nothing in Inbox & also nothing in my SPAM folders. Real poor communication and something that would put me off ordering from EE if it came to it again unfortunately! 

[Schockwave]

@Kaitlinwardd , did you receive a tracking or order number, what letters did the order/tracking number come with?

As soon as DPD have received your order for dispatch, you will receive notification the evening before delivery and another one on the day of delivery with a one hour window.

There is no account access here, this is a public forum and the staff as well as all of us in the community will try to help, otherwise you will have to speak to customer service and they can take a look for you. Just make sure the information DPD have is the same as what EE have.

You would have received notification from EE, if your order had not been accepted and you would then receive a refund within 7 to 10 working days, so if that has not happened, then you should receive your item so long as it is in stock.

[Kaitlinwardd]

Hey- I received notification that they needed to chat with me more about my order. I have had this phone call already. The order number or tracking number I have (not sure which as it does not allow me to track with it) begins with xko.

I totally appreciate the help and get this is a community forum. It is just a tad frustrating that there is little to no communication from EE on my order. & that it is impossible to track the state of such an expensive order with the number provided. 

How long does it usually take for DPD to receive my order from EE? At the moment it has been 4 days and I have had no contact from EE or DPD. Any other phone company I have ordered from usually have the order delivered within 48 hours. DPD cannot locate any information under my name or address at this time which is why I have been so worried. Should there be a delivery estimate even?

[Schockwave]

@Kaitlinwardd , I believe that is the order number and not the tracking number, it has been a long time since I have done an order, and that is why you would not be able to track it.

The reason DPD cannot find any information would be because they have not as yet received it, you would have to speak to customer service, but I would have thought if they had rejected your order, they would have informed you, they are pretty quick in letting you know, usually.

So long as you have a good credit score, there is no reason why your order would not be accepted.

I have credit score protect, and this is where you can see your credit score and can make sure that your accounts etc are protected too. You may want to take a look.

[Kaitlinwardd · Accepted solution]

Hey yes it was the order number and not the tracking number. Have just confirmed after about 3 phone calls. Seemed to be an issue with the whole order.

Credit score is no issue as I check mines daily.  After discussing, the lady confirmed on my account there had been a passed credit check with no issues raised. However no order physically made on my account which has been a fault with EE seeing as they took the first payment upfront with no objections or refunds and had been speaking with me on the phone. Bizarre in my opinion but a good one to make people aware of in case they face the same issue.

Lady confirmed on the phone my order is now complete and will be delivered in 24 hours (what I expected to begin with lol) & that it had been a fault with EE and processing the order. The lady has re ordered and I have received my order confirmation in text and email this time with another one to follow tomorrow with the delivery window thankfully!

[Schockwave]

@Kaitlinwardd Thank you for letting us know, glad you now have it resolved and that you will be receiving your order tomorrow.

I suppose faults can happen and you were the unlucky one, good luck!

Thought that was the order number and not the tracking number.