Paying for a phone i still have not received

[MikeLee83]

I visited an ee store on the 19th of December and was persuaded to upgrade my phone. I was guaranteed by the rep I would receive the phone before Xmas and most probably the following day. I had a message from dpd, telling me my phone would arrive at store on the 20th, when I visited, I was told the phone was not with them and to try again the following day. I live an hours drive away. I then proceeded to visit the store 4 more times between then and new year, each time being told they do not have the phone, even though they had plenty in stock. I raised  multiple complaints with 150, each time I got a text saying the complaint has been closed. One rep even hung up on me after telling me there is nothing they can do. I have also submitted multiple online complaints and got nothing back.

So I am currently paying for a service I do not have and nobody can tell me when I will receive the phone. I asked to cancel the order and even told them I want to leave ee ( after 17 years with them) due to appalling customer services, only to be told thats not an option until I have the phone.!

[MikeLee83]

07*********

[mod edit: removed personal details]

[bristolian]

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@MikeLee83 wrote:

[Mod edit: mobile number removed]

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Posting your mobile number on a public internet forum is an open invitation for spammers, the previous response in this thread is from a user who's posted "what is your number" type questions on a number of threads today.

Please edit your post unless the site admins beat you to it.

[Chris_B]

@MikeLee83   Your point of sale is the store so you go back to the store. Customer support can not help you with a store sale.    

[MikeLee83]

I have just visited the store again, ive been told there is nothing they can do until I have the phone, but they have no idea where it is and its most likely lost in transit  or stolen

[Linzi_H]

Hi @MikeLee83 

I'm disappointed to hear that you're no further forward with this yet. 

I can see in your original message that you've also submitted online complaints, but heard nothing back. 
Can I just check that you've used our online webform? If you haven't, please fill this in, and a dedicated member of the team will get back to you within 7 days, if not sooner, to help further. If you have already used the webform, the team will have received this and be in the process of replying to you within the timeframe mentioned. 

Linzi 

[Northerner]

Hi @MikeLee83 

Under the Consumer rights act 2015 the contract doesn't not start until you have received the goods, until then you can cancel your contract becase the trader has failed to supply goods agreed. (Handset).  

I would also quote the same legislation to EE asking them for a refund of any additional costs paid becase you have not had the benefit of the handset as was agreed and ask for an inconvenience payment. 

Thanks 

[MikeLee83]

The store manager told me I couldn't cancel anything until the phone is delivered. I have honestly never had such appalling customer service in my life.

[MikeLee83]

I have so far used the online complaints form twice, tge first being over a week ago, and still no reply.

[bristolian]

How did you pay for the phone? If on credit or debit card, you could consider instigating a chargeback in the meantime.