Non Delivery of Goods

[JonnyA2]

Ordered & Paid for a New TV on 11th November £499, No attempt was made to deliver, several emails & phone calls subsequently. No refund forthcoming in anything approaching a timely manner, now 2nd December, I assume its company policy to hold onto funds as long as possible? EE appears to be uncontactable by any means today & Much to my disgust I'm also stuck in an uncancellable TV/Broadband Contract.

 Appeal to Credit Card Company & Trading Standards I guess is my only option now?

[Northerner]

Hi @JonnyA2 

Try speaking to EE CS on 150. 

Thanks 

[Christopher_G · Accepted solution]

Hi @JonnyA2 

Welcome to the community.

I definitely recommend following @Northerner's advice and speak with our Customer Support team. They'll be able to look into what happened with the delivery and what will happen next.

If you're not happy with how things progress that way, you can open a case on our website and our complaints team will look into it and contact you directly to talk about it.

Chris

[JonnyA2]

Thank you for your Response

I' ve already wasted several hours of my life, on hold listening to music, emailing & talking on the phone to polite yet powerless  call centre staff. I have opened a complaint, emailed the chief exec & am currently hoping Barclaycard will refund me!

 Why on earth the item could not just be re-despatched, or refunded in a timely manner I have no idea? It would appear it went from Milton Keynes to Gatwick then straight back again.

[Michael_D]

I can appreciate your frustration @JonnyA2. It won't be a case of just keeping your money, it would be either refunded or the TV resent.

If you have not been able to get a satisfactory resolution when speaking to our guides over the phone, it would be best to raise it with our dedicated complaints team on the link that @Christopher_G mentioned above.

The team will then contact you to discuss it further and work towards a resolution.

Michael 

[JonnyA2]

I understand your job.

& As you are no doubt already aware have engaged in that process!

[Michael_D]

If you have already raised it with the complaints team directly, there would be a case handler assigned, who would discuss it with you until it is resolved or deadlock is reached, allowing you to then go to the ombudsman.

If the complaint was opened over the phone, it may then be closed after you have spoken with them, but if there was no resolution it would be able to be reopened within 28 days.

We don't have access to your account on the community, so we're not able to see what has happened.

Michael

[JonnyA2]

Have done both of these, & spent 23 minutes yesterday listening to their switchboard music, It is obvious this forum is just an attempt to mask what really goes on to the public?

[Ali_A]

@JonnyA2 

Our Community Forum are an online space provided by us to enable our customers to ask questions, seek self-service support, share feedback, and interact with other customers. 
It's a peer-to-peer service, with no access to customer accounts. 
If an answer can't be found from members knowledge or experience, you'd need to contact Customer Service for detailed and specific help. 
You can find out more about the role of the EE community at Forum FAQs - The EE Community

For further information about returns and refunds please visit our EE Tech Orders and returns page. 
Once we’ve received the items, we’ll send a confirmation email and refund back to your original payment method within around 14 days. To check the status of your return, log in to the EE app and select View order.

We'd really like to make sure you receive your refund as quickly as possible, as it's passed the usual expected timescales. For this reason, I'd recommend calling the Tech Orders team on the number found at EE Tech Orders | How do I contact you who can raise a ticket for the refund to be manually checked and processed. 

Please keep us updated with how you get on.

Ali