Terrible experience - Sale store

[Grimkat82]

What a terrible customer experience after visiting your store in Sale. I’ve been a valued customer for over 20 years and i cannot believe that after receiving a different phone to what I was expecting 

I’m not able to exchange the product. The experience was awful from the start, we were not able to view the phone as they weren’t In stock, no colour charts were available and then it took at least 6 attempts to process the upgrade, including me having to return to the store later that day. The phones then arrived a day late, we were promised them the following day. When the phones did arrive they were not what we were expecting (far too small) and I was told it was tough and that nothing could be done or I could not speak to a manager as they were away for 2 weeks. I’m now tied into a 2 year contract with 2 phones I have absolutely no desire to use. Absolutely fuming EE. This is not what I expect after being a customer for so long. I will not be staying with EE in

the future, this is a disgrace and appalling  customer service from the Sale store. 

[Leanne_T]

Hi @Grimkat82

I'm very sorry to hear this has happened when you visited the store. 

I've sent you a private message on here for some extra details. 

Speak soon. 

Leanne.

[bristolian]

Just by means of some legal-angle thoughts here.

Under UK consumer law, distance sales (online or telesales) are covered by statutory 14days "change of mind" right of return which does give many advantages over instore purchases, which come with no such protection.

The benefit of purchasing instore is that you get to hold the product you're buying, "touch and feel" it, but at the cost of no returns protection beyond that for faulty or defective items.

[Grimkat82]

The benefit of purchasing instore is that you get to hold the product you're buying, "touch and feel" it, but at the cost of no returns protection beyond that for faulty or defective items.

this is my point. At no time did I get to touch and feel the phone. Otherwise I would not have purchased the incorrect size. 

[bristolian]

Indeed so, but I was wondering why you chose to go through with a purchase without sight of the product.

I appreciate this is hindsight for you, but if a retailer has no stock of a product you're not 100% certain of, I would advise delaying the purchase until they do.

[Grimkat82]

Thanks, the store refused to accept a return initially even though I’m entitled to one. This has now been resolved thanks to customer service! 

[Leanne_T]

Thanks for letting us know @Grimkat82

Leanne.