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Shocking service - ripped off

AwfulEE
Investigator
Investigator

‎17-01-2025 11:59 PM - edited ‎18-01-2025 12:00 AM

Placed an order for a fitbit sense 2 (£150 in the sale) on 3rd Jan which showed as in stock, I selected standard delivery 1-3days. EE sent an invoice & marked the order as completed & despatched 7th Jan. No tracking info sent, no idea which company used. 17th Jan - I've still not received my order but have been charged! There is NO way to contact EE store other than by email. I emailed on 10th Jan & have received 1 email reply on 16th Jan to say they'll investigate with the supplier and let me know! I feel ripped off and shocked at how awful the service from a big name like EE store! 2 weeks now and I'm £150 down with no idea when this item is likely to arrive or if it ever will.

0 Helpful
5 REPLIES 5
Michael_D
EE Community Support Team

‎18-01-2025 08:41 AM

Hi @AwfulEE 

Welcome to the community.

I can understand your concern at having to wait so long for your order when it was showing as being in stock.

If you have had a reply from the EE store team, they will be looking into this for you and will get back to you again as soon as they can.

Please don't worry though, you won't be left out of pocket. They will either let you know when the Fitbit Sense 2 will be with you, or if there is a stock issue, arrange a refund.

Michael

AwfulEE
Investigator
Investigator
In response to Michael_D

‎18-01-2025 10:56 PM

Well considering it took 6 days for a reply to my email exactly how long am I supposed to wait considering I've paid for the item? The item still shows as in stock now and my order has shown as despatched since 7th Jan despite not being sent any tracking information. It's despicable that EE store do not have a telephone number so I can speak to someone to sort the issue rather than wait 6 days at a time to hope someone gets back to me. Absolutely disgusting service in this day and age! I've left Trustpilot reviews on every EE account (there's at least 3) and will be leaving a review on Feefo also! My next step will be to issue a chargeback via PayPal!

0 Helpful
Christopher_G
EE Community Support Team
In response to AwfulEE

‎19-01-2025 09:00 AM

Hi @AwfulEE 

Hopefully they'll be in touch soon. Please keep us update on what happens.

There is a complaints process linked on the EE Store page. If you haven't heard anything within a couple of days, it may be worth going down that route so that it can be investigated further.

Chris

AwfulEE
Investigator
Investigator
In response to Christopher_G

‎19-01-2025 10:57 AM - edited ‎19-01-2025 10:58 AM

I have already checked the "complaints process".....lo and behold it's another email address! I actually sent an email here on the 15th Jan when my original email sent had been 5 days with no answer/acknowledgement. I received a generic "we've got your email" reply and heard nothing else.

Absolute shambles!

 

0 Helpful
Christopher_G
EE Community Support Team
In response to AwfulEE

‎19-01-2025 02:21 PM

Thanks for raising it with them, @AwfulEE 

Hopefully they'll be in touch with you soon with more information on your order.

Please keep us posted.

Chris