No response regarding returns

[Keroro79]

I bought a Quest 3 headset from the online store.  It arrived last week and is faulty (overheats and shuts off).  I gave it a few days and it was still happening so I tried to initiate a refund.

I filled in the refund form on EEs site. This was a couple of days ago but I haven't heard anything back.  I tried also emailing EE, and again have had no response.

Has anyone had to do a return through the online store and what was your experience?  I haven't even had a confirmation email response and there is no way to contact them by phone or web chat for online store orders!

[Keroro79]

No, they advised that a returns number is only supplied in case of a replacement, not a refund.  

There is a refund form on the account page which is what I filled in initially (as mentioned in my initial comment).  They responded asking for the returns code so I replied with a copy of the web chat as evidence that Meta do not provide returns codes.  This was Tuesday and was the last communication I have had with them.

[Katie_B]

Did the agent provide you with a timescale for getting back in touch @Keroro79?

Katie

[Keroro79]

No, after Id sent the copy of the chat on Tuesday I have had no response at all.  I did also contact the complaints email yesterday morning which advised of a 16 hour response time, and also the callback option - again, this advised of a 16 hour response.

Again nothing from either of these.

[Katie_B]

Hi @Keroro79. I

I'd recommend allowing the rest of this afternoon for the agent who promised you a call back this morning to get back in touch. 

If you still don't hear anything please come back and let us know so we can look into this further. 

Katie

[charlieb1001]

I also having same problem!

purchased ps5 in full via paypal,and all ee telling is to contact sony with the problem which i find absolutley mad as i only bought it on th 20th december last year ,so its within 30 days .EE should send me a reploacement product,Why should i have to go through sony utterly ridiculous !!!!!!

]

[NeilRawlins1]

Same for me, Nintendo Switch 2 arrived all the seals were broken to raised a refund straight away, no reply, called complaints and they said its an online order issue and I can't do anything about it. Raised a complaint via complaints (again no response) I've since raised a complaint via my Credit Card. 

[Ali_A]

Hi @NeilRawlins1 

Did you arrange a return by following the steps on the How do I arrange a return page? 

You can find out more on the store Returning Goods - Our Return Policy page. 

Ali 

[NeilRawlins1]

Hello Ali_A, 

I did indeed submit 4 via every way possible over the space of a week to no avail. 
I then called customer support, who said there is no way to contact online orders over the phone. 
I then raised a formal complaint via the complaints form but that has also gone unanswered so I've now gone to Trading Standards and my credit card company. 

I'm baffled how the online trading system can still be in place, given there is clearly no automation. The only reason there would be no automated return process (and email when you request a return) would be due to EE doing it with people (eg. every return creates a ticket/ email that a person has to sort out). Speechless and baffled given EE's size.  

Kind regards
Neil Rawlins

[Ali_A]

@NeilRawlins1 

When you log into your store account does it show a pending return? 

Have you checked your email Junk/Spam folders for any replies that may have been accidentally filtered? 

Ali 

[NeilRawlins1]

Hello Ali_A, 

No pending returns (It doesn't even show as an order in my account)
As I said above so far I've not had communication around the RMA, QR or ways to return. 

Kind regards
Neil Rawlins