No update for my iPhone 17 pro max

[Jessicaanslow]

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. 

[Chris_B]

@Jessicaanslow  You’ll receive a notification when an item is going to be delivered the day before and on the day you’ll also get another notification.    You can also download the DPD app and create an account and you’ll see if DPD have a delivery for you and you can track it from there. 

You cannot raise any formal complaint here as this is a public forum not customer support.  If you wish to raise any complaint you can do that by calling customer support or via THIS 

[Peter_W]

Good morning @Jessicaanslow.

Welcome to the Community!

As @Chris_B has mentioned here, normally when your handset is dispatched at our end, you'll get a text with the tracking details with DPD.

Which colour and storage version have you gone for here?

Peter

[Jessicaanslow]

Iphone 17 pro max 256GB 

I have heard nothing since the ee website says it was dispatched on Thursday but I have now see so may people with the same issue? It should not be marked as dispatched if it still then takes 2 weeks to actually be sent 

[Peter_W]

@Jessicaanslow Which colour did you select, too?

Peter

[Jessicaanslow]

Silver 

[Peter_W · Accepted solution]

Thanks @Jessicaanslow, we're still estimating up to 14 days for this, but we wouldn't expect this to update to dispatched until it's left our warehouse and with DPD. 

So we can be 100% sure on where things are at, I'd recommend giving us a call, and we can say for sure what's showing at our end.

Peter