Hi,
I ordered some Beats Studio Buds on the 28th of November 2024. They came on the 2nd of December. I got them as a Black Friday deal as they were half price which I thought was too good to be true… I was right. These earphones were faulty. The left one was working, the right, not so much. Performed the reset which I was instructed to do if this was the case which only made it worse. Now they don’t even want to connect to my phone and they flash up saying that these aren’t my buds.
Anyway, I then decided it’s probably time to call it a day and get my refund, which is within the 14 days and in my consumer rights. Here is where the problems started to seem worse for me. EE… such a big company, you’d think they deal with these things all the time and can follow a simple easy process. Nope, they are terrible! I went to the EE store in Cabots Circus, Bristol, soon after my wasted purchase asking if they could help me out… I was turned away and told “we don’t do repairs. Go and speak with Apple”. I guess they were round the corner so I trusted them…
Apple have been great! They told me how they would’ve replaced them or refunded in store right there and then if I had bought the same item from them! They said they could take a look at them and book me a slot with a skilled technician but they can’t guarantee it won’t cost me to fix them. I said to them it’s okay I will get my money back from EE. So I then go back to EE and tell them I want my refund now. They sat me down and had me wait for 15 mins to then hand me a phone with which I was on hold for a further 15 mins to then speak with a very grumpy and lazy member of the “refunds/returns team”… He asked me what was wrong and asked some basic questions to then tell me to go online and request a refund/replacement! WHAT WAS THE POINT!
Okay, you still with me? Good, because now it just gets funny… I go online and request my return to them be asked to contact Apple AGAIN to ask for some fault code! Just give me my money back! I get the code from Apple to put in and wow it actually worked even though they said they have never really heard of these fault codes. The only confirmation I got was the next page after submitting my request stating that it is now with the EE customer service team who will be in touch within 72 hours. 72 hours!!! I have been back and forth for almost a week whilst working a 9-5 in a client services job. I would be ashamed if this was me providing this service!
I have had no email confirmation, no phone call, no nothing after asking for my money back on multiple occasions! I am going to be paying another visit to the EE store with everything on my journey as evidence and put my foot down as it is within my rights. If I do not get my money back, best know this will be taken up with the courts for my rights. EE will probably not read this or even care but it will end with me getting my money back.
So, thanks EE for one of the most infuriating processes I have ever gone through. For context, I have started a refund for a separate order from ASOS and had confirmation that I will be receiving my money shortly, all in the time I have tried requesting my refund with EE.
I don’t look forward to hearing whatever excuse EE have to make next.
