Order not fulfilled - Are EE looking after their customers?

[Elleelizabethhe]

I placed an order two weeks ago for an IPHONE 14 PRO MAX 128gb

Told it would be two weeks no tracking number or email confirmation.

Are EE just lying to everyone to get a back log of orders? Feel like customer service has slipped massively and will probably cancel. Don’t feel like they care right now! 

[Chris_B]

@Elleelizabethhe  What colour? As there is different waiting times depending on the colour and storage size. And these have never been dispatched within two weeks yet.   There is a backlog of orders as EE are not receiving them quickly enough from Apple and Apple can’t keep up keep up with demand and also China has gone into lockdown where these devices are made so again having an impact on production of these devices..  but you’ll never of got it within 2 weeks as there has been long waiting times since launch.    

[WS1995]

Without being funny... I ordered on the 28th October. I'm still waiting too... (14 Pro Max 256GB Space Black).

I'm fully expecting a long delay, possibly early - mid December is when i'd anticipate receiving it.

I had a similar experience with EE last year when I ordered an iPad Pro which was in huge demand and supply was low, I waited 52 days (nearly 8 weeks) for delivery. 

This is VERY common with Apple products and happens every year. Far too many orders and not enough production to keep up. Of course they will never turn down an order as it is lost business...

The timescales shown are a guide to expected dispatch as I understand, and are not "You will receive it within 7/14/21/28 days". It varies hugely depending on model, colour, and capacity. Orders are fulfilled on a first-come, first-served basis.

[Chris_B]

@WS1995   And apple are saying now if you order today ( this is from apple ) you’ll not get the device before Christmas    

[scotland122]

Exactly the same happened to me, they are lying to get as many orders as possible, and don't intend to help in anyway. 

[Leanne_T]

Morning @Elleelizabethhe @scotland122 @WS1995 

Thanks for coming to the community. 

As soon as we have an update on your order, the online order tracker will be updated. Orders are all sent out on a first come, first served basis clearing the oldest orders first.

You'll receive a text message from DPD with tracking details as soon as your delivery slot is confirmed.

If you would like to check the order, please call us on 0800 956 6000. 

Leanne.

[scotland122]

Hi Leanne,

I understand the process, but thank you for clarifying.

Unfortunately, I was told that I would absolutely have my handset by last Monday, which is why I went ahead with it, then got told it wasn’t going to be here for another month.

I would NEVER have agreed to this if I had been given the correct information!

[Leanne_T]

If you would like to see if we have a different model with an immediate dispatch, please call us on 150 @scotland122 

Leanne.

[WS1995]

@scotland122 @Chris_B @Leanne_T 

I've returned from a night shift and woken up to discover both an email from EE, and notification from the DPD app.

It confirms that my EE Parcel (the iPhone) is with the courier and will be delivered to me on Monday 21st November. So all in will have been about 3 and a half weeks provided it is delivered then.

Much quicker than last year where I waited nearly 8 weeks for my iPad.

@scotland122 Might be worth hanging in there for a bit longer given this.