Order of new phone still not arrived but contract is active and being charged

[Angryme]

Hi, ordered 2 iPhone 15 Pro-Max on the date available to order in store. Manager promised the phone would be ready to collect within a few days, the other phone was being delivered. The delivered phone (blue) arrived 2 weeks ago but apparently the black one I ordered is in short supply and I am still waiting for a message to say when it will be in store. I have received the first invoice and have already been charged for the device, really? I’m aware Apple have big issues but this was clearly a situation of over-promising and un-delivering to get a sale and, by the store manager. Is the black on short supply, can I change for any colour that is available and is it really correct to be charged for something I don’t have. I will be out of the country for 2 months at the end of this month so not able to collect from store and again I will be paying for something I don’t have and would not have ordered if I had known it wasn’t going to be available. 

[TheEEr]

Hi, that's quite a frustrating situation you're going through, and has happened to me before in the past with Apple due to high demand, in my experience with issues like these, they are usually quicker resolved by ringing their customer helpline which is open 8am to 8pm on weekends,

If you're on an EE Mobile you can ring on 

150

Or from landline or another provider

07953 966 150

This is because they will likely need to get other information from you about your order which I find is usually handled quicker over the phone.

This is just my personal experience and hope it helps,

Thanks

[Angryme]

It’s not so much that I didn’t get delivery, it’s the issue of being charged for something I don’t have and probably won’t have now until next year. 

Thanks for your comments, I’m going into the store in an hour and if I don’t get any help, I will definitely call them as you suggest. 

[Angryme · Accepted solution]

Would you believe that on calling EE, they said the phone was delivered to the store on the 14th, told me who signed for it and gave me a reference number. I have now collected it but was never notified by any text or emails. I wonder how many other phones are still sitting in stores, not much wonder there are delays!

[TheEEr]

Ahhh, that is frustrating!

I usually find the best way to get help quickly is by calling up directly, usually the people there have all the adequate information to help you out, but I can definitely understand your frustrations.

Im glad you got all sorted in the end (despite the delays!)