Shocking delivery service

[Klaughlin1]

I have tried to get an update on the phone multiple times to just get cut off 

im trying to now cancel my order as this is a joke

how do I cancel this purchase before a direct debit comes out for a phone I do not even have after a week of back and forth? 

shocking service. I can see how the delivery service works as normal but if there is an mis delivery trying to rearrange and get an update on a company that only provides phone contact is frustrating. Wasted so much time. 

[XRaySpeX]

@Klaughlin1 : If you ordered by phone or online you always have a statutory cooling-off period up to 14 days after delivery to cancel your order FoC. If you ordered in-store you have no such "change-of-mind" right of return.

[Klaughlin1]

Yes but I am unable to cancel as I cannot get in contact. I keep getting cut off after being on hold

Sent from my iPhone

[Chris_B]

@Klaughlin1  DPD will attempt to deliver the device twice if the second delivery is unsuccessful the device will return back to EE, so you’ll not get billed.   Have you received a notification stating it’s being returned?  

[Klaughlin1]

I’ve gone through this already where I was told it would be redelivered yday. But didn’t receive any updates or emails to confirm.

All I want to do is cancel my order now and I can’t get through to anyone

[Peter_W]

Good afternoon @Klaughlin1 

Welcome to the EE Community, and I'm disappointed to hear you've had so much trouble with this order too. 

What is it you've ordered here, and what number have you been calling when trying to get in touch?

Did you get an email specifically requesting to get in contact?

Peter

[Klaughlin1]

I’ve called the 0800 numbers and the 07953 

I’ve finally got through to a “guide” (fml) who was very limited help and said she can’t do anything as the delivery still hasn’t been returned. Even though her colleague told me it would be redelivered yesterday. Obviously he was talking out his backside. Although the holding music is better than most, on hold for over an hour to be told that is something from the 90s. 

I want to cancel the order but yet the “guide” was still unable to or advise on the process. 

so I’m now in limbo with having forked out an upfront fee for phone I do not have and have no idea where it is to have a direct debit leave my account tomorrow (according to the financial letter, which Ofcourse got delivered no bother) 

as a result of wasting half my day trying to call a contact centre on an old school IVR system in a world full of AI , live chat and self service provided by your competitors i will be going through with the cancellation. 

if there is anyone that can actually guide me to the correct way of getting a refund it would be a great help. 

absolutely shocking service. 

[Chris_B]

@Klaughlin1  if the device gets returned, you’ll be refunded automatically within 7 to 10 days.