Ordered new phone, but wasn’t told it was out of stock!

[TheMidnightHour]

Not impressed with EE, I paid off my old contract to upgrade to new phone and new contract last week, with a request for delivery this Saturday as Good Friday is a bank holiday. 

Having not received any updates for delivery of my new phone for almost a week, I called 150 only to find out the phone is not in stock! Why wasn’t I told this when I ordered it??!!

So now I have no new phone and no idea when it will be dispatched. Very poor EE. 

[Chris_B]

@TheMidnightHour  how did you order it ?  What phone was it and did you look online at this device?  As waiting times are shown online for each device. 

[TheMidnightHour]

I upgraded over the phone, not a single mention it was out of stock. When I browsed online also, there was no mention of being out of stock.

[Chris_B]

@TheMidnightHour  EE do state a waiting time from online such as this 

 

[TheMidnightHour]

Yeah and I ordered it last week for delivery this Saturday, so that’s the 7 days dispatch time, except now it could be another 7 days or longer, depending on how many others are on the waiting list ahead of me. In short an absolute s**t show. Been with EE for over 15 years and never experienced this shambles before. 

[TheMidnightHour]

This isn’t a solution Chris!!! 

it doesn’t change the fact EE lied, I was told delivery would be this Saturday! 

Remove the ‘solved’ flag from your reply, because this isn’t solved! 

[Chris_S · Accepted solution]

Hi @TheMidnightHour,

I'm sorry to hear about your upgrading experience.

I can only imagine how frustrating it is when you're expecting your phone to arrive by a certain date, only for that date to now be different.

You can make a complaint about your experience, and then our complaints team can get this investigated for you.

Chris S

[Ckcornel91]

Shocking !!!! My Mrs got done same . Been 7 days waiting for message to collect but got told it’s not in stock now it’s 14 days from 7. Not impressed at all 

[Katie_B]

Hi @Ckcornel91. 

Thanks for coming here. 

I understand how frustrating this must be when waiting to collect a new device. 

Should your wife wish to make a complaint I would recommend completing this online form. 

As soon as the device is in store and ready for collection your wife will receive an update. 

Katie