Tech add on bundle

[alyoungson]

Hiya.

So on the 10th of November I ordered a  Meta Quest as a tech add on. DPD didn’t deliver it and it was returned on the 21st of November. It seems to have gotten lost while being returned to EE, as ai haven’t received a refund and it’s still showing on my bills. I don’t even care that much about the refund I just want the item sent out to me. I went into store and they called customer services and told me there was nothing they could do in store. That I’d have to call EE to cancel this add on and then he could add another. Unfortunately  the fire alarm went off in the call centre, so I just decided to call them back from home later on. After speaking to someone on the phone, all they did was try to repurchase the bundle in the same way I could do myself at home. The gentleman on the phone told me there was nothing he could do, that i’d have to go in store and they could sort it out for me and possibly give me the device in store. I’m just a bit confused and feel like I’m going around in circles all the while paying for an item that i’m never going to see.

[Michael_D · Accepted solution]

Hi @alyoungson 

Welcome to the community. 

I'm sorry to hear that you have been passed back and forward.

If the device was being returned back to us, the order would need to be placed again in order to get another one dispatched to you, so that part of what our guides have done is correct.

In terms of the one that has come back though, if you give our customer service guides another call, they will be able to look into that for you, to make sure it has come back and cancel the original order and payments. 

If it has been lost in transit, they'll contact DPD to have it investigated.

Michael