Refund

[Mkhanyy]

I recently ordered a laptop from EE, but it arrived damaged. I completed the refund process, and a few days ago, I received an email from EE saying they would send a ParcelForce van to collect the laptop for the refund. However, I also received another email stating that I need to handle the return myself. Could someone clarify what I should do? And no they don’t reply to their emails nor does the customer service help me.

[Peter_W]

Good afternoon @Mkhanyy, welcome to the EE Community!

I definitely want to make sure we help point you in the right direction with this one. 

Was this laptop one you purchased outright, or have your opted to pay this off in stages via your mobile bill?
Peter

[Mkhanyy]

Good afternoon Peter so the laptop was purchased outright.

[Peter_W]

Cheers @Mkhanyy, are you an existing customer and ordered via your app / account, or did you head over to the EE Store which can be found at https://store.ee.co.uk/?

The process for these two is slightly different so I just want to be 100% sure!

Peter

[Mkhanyy]

Hi so I did order from EE store, sorry I forgot to mention that at start.

[Peter_W]

Thanks @Mkhanyy, I've had a check over the returns policy for the EE Store and this does mention that usually we'd expect you to sort out the packaging to ensure it was protected for the return.

Could you please share the emails you've received here, making sure to mask any personal details that may be included?
Peter

[Mkhanyy]

Also there was another email of that person asking for the proof of broken laptop

[Peter_W · Accepted solution]

That's great, thanks @Mkhanyy.

If a named advisor is confirming that this collection will take place, then this definitely suggests its been requested by the courier, who will have all the relevant return information and packaging.

It does mention today as the collection date though, so if you've still not heard anything I would recommend reaching out directly to the EE Store team to query this. 

You can request a call back from them right here: 

Request a callback | EE Store

Peter