Pixel 9 Pro back order

[Profile closed]

I ordered an upgrade to the Pixel Pro 128GB in Hazel. There was no indication on the site or from the Castro that handled the order that there were stock issues. Yet my order tracking page says ‘Back Order confirmed’. 

What is the expectation for re-stocking?

[Peter_W]

Good afternoon @Profile closed, welcome to the EE Community 😊

With orders we always aim to give you the most up to date estimate we can at the point of sale, but this isn't updated in real time and does depend on fluctuations in demand.

When was it you placed your order? We're currently advising waits of more than 28 days for new orders, but this can be shorter if you ordered a while ago.

Peter

[Profile closed]

Hi!

I ordered the upgrade on the 30th of September. 
With all due respect, an advisory of 28 days or more is worth mentioning prior to allowing a purchase. It seems pretty underhanded to allow that. I upgraded for my partner to have a phone to open on their birthday this weekend, and now I’m being told it could be a month! 

I am deeply disappointed in EE for not having a system in place to warn people that they are “buying” a product that isn’t yet in EE’s procession to sell. 

[Peter_W]

Thanks for confirming that @XofYrneh, on our online shop we always give a delivery estimate below where it says 'available to order' and will indicate if this is a back-order. 

I've checked our historic guidance on this and it looks like we were estimating within 28 days at the point you ordered, then this was extended to more than 28 days for orders from the 2nd of October.

I can totally appreciate your disappointment if you didn't see this at the time though; but there are other model versions with shorter estimates if you were interested in switching.

Peter

[Emma1721]

I've also ordered a pixel 9 (2nd October) but wasn't given any indication of how long it would take. I assumed up to 3 working days as has always been the standard for EE... It was only because I noticed it said back order that I've googled it and found this thread... Certainly wasn't expecting it to take up to 28 days?? But this should also be made clear at the time of ordering 

[Emma1721]

I certainly didn't notice anything that claimed it to be a back order either. I was told to phone up to confirm some details, I did all that and then checked that it would be around 3 days. The man told me yes it should be but will have to check when I get tracking. Surely if there was a delay he would have told me?

I'm also gutted to have to wait possibly weeks 

[mcuello]

I have also ordered a pixel 9 pro, twice in fact. the first order on the 23/9 I was told 14 days. I contacted EE on day 16 to be told there was a technical error and the order was not even processed. I had to go through the whole process again, almost an hour, it took on the phone.

I asked if it was in stock and was told yes, however on checking the order, its says its on back order. EE are being very disingenuous when you are taking a new contract out. my contract ends before the new one will be delivered (only got this from an estimated new billing date, so will change no doubt)so will I be paying for a phone I have not received.?

I have been with EE/Orange for aver 20 years, and this is by far the worst customer service I have experienced. And after seeing this is happening to others does not fill me with confidence that EE will deliver on this order either.