I am writing to formally raise a concern regarding the conflicting information provided on your website about the dispatch and delivery timelines for my recent order.
I placed an order for a new phone on 12 November. At the time of purchase, your website stated that dispatch could take up to 14 days, which I accepted. However, my order was marked as dispatched approximately 24 hours later, and according to the information presented on your website, once an order is marked as dispatched, delivery should occur within 1–2 working days.
These two statements appear contradictory, and the latter representation led me to expect delivery within the stated timeframe. Not only has this not occurred, but I have since seen numerous reports from other customers experiencing delays of up to two weeks after their orders were marked as dispatched. This suggests that the information currently displayed regarding dispatch and delivery expectations may be inaccurate or misleading.
If orders are being marked as dispatched while still subject to lengthy delays, this may constitute a misrepresentation of the service timeline. I would appreciate clarification as to:
The actual status of my order and an accurate estimated delivery date, and Whether the information presented on your website will be updated to prevent further confusion or misinformation.
I trust that EE will address this matter promptly, as customers rely on accurate dispatch and delivery information when entering into a contract.
