Online EE Store Order stuck on "Pending security review"

[ShadR]

I've placed an order on the EE Store website for an iPhone and AirPods on the 11th but have still not had anything about it being shipped. I know various other people who have ordered the same as me and theirs has been shipped.

Order No. begins as "SO0" and shows "1 allocated Pending security review".

I've contacted enquire-store@ee.co.uk and resolutions-store@ee.co.uk but not had any contact even though it says someone should reply within 16 hours. I've even sent proof of address but still no reply.

Not really happy at all as there is literally no other way to contact anyone or speak to a human. I've called 150 as I am an EE Customer anyway and they said they have no link/access to the EE Store orders as its different.

[Lesley_W]

Hi @ShadR 

Thanks for coming to our community.

I'm sorry you have had trouble with your order and not had an update, I understand why you wouldn't be happy with this experience. 

Our team over the phone are unable to access your order so emailing was the right thing to do. It looks like you have also emailed the complaints team for store orders so someone will be in touch as soon as possible. Apologies that it is taking longer than expected.

Lesley

[ShadR]

Still haven't had a response? Unbelievable really, I have contacted again multiple times to various emails and still nothing.

Contacted weborders-eestore@ee.co.uk, enquire-store@ee.co.uk and resolutions-store@ee.co.uk

How hard is it to get a reply.

[Katie_B]

Hello @ShadR. 

I am very sorry to hear you have not had an update. 

Could you confirm when you last sent an email?

Katie