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!

[Ali_A]

@NeilRawlins1 

Which prefix does your order number begin with - XKO , EE or SO0? 
(please don't list your full order number here)

Ali 

[NeilRawlins1]

Hello Ali, 

Its EE

Kind regards
Neil R

[Christopher_G]

OK, thanks @NeilRawlins1 

Was it the email address on our EE Store Customer complaints where you raised your complaint? That team deal specifically with EE Store Electronics order queries, so if you haven't already, I'd recommend following the instructions there.

Chris

[NeilRawlins1]

Hello Christopher, 

I sent it via the page, pretty sure it went to the right people!?  Given I Sent it on Monday and the stated reply is: 16 working hours *2 Days (and we are at 4 days) I Think I sent it to the right place as I'm still waiting on a response? 

"Please contact us via the below email and the customer service team will respond to your query within 16 working hours. Please note, this is for complaints relating only to store.ee.co.uk."

I got this back: 

Hi Neil

Thank you for taking the time to get in touch with us. We wanted to let you know that we've received your complaint. We're sorry that you're unhappy and we'd really like to resolve this for you.

We'll need a little time to review what you have told us and make sure we have all the information we need to be able to help you.

As soon as we've done this, we'll be in touch.

Thanks,

The EE team

[Christopher_G]

It sounds like it has, @NeilRawlins1 

They'll be looking into your complaint and will be in touch with you directly about it. Please keep us updated with what happens.

Chris