Thanks for your Order - Email

[Nmg52355]

Hey All,

I recently ordered an additional SIM for my EE account online. I received a “Thanks for your order” email, which included the order number, the order date, and information on “Your Plan”. 

Does this email count as a formal acceptance of the additional line being added to my account and a confirmation of the order?

Thanks in advance for any insights

[Nmg52355]

I had placed an order and I even went through a contract summary and then confirmed and got a “Thanks for your Order” email confirming the order number, date and plan details. Surely that email is now a legally binding contract. Nowhere on the email or below does it say it was a request that needs to be accepted or anything along those lines, just that the order is being processed and they’ll let me know when the SIM is on the way. 

can you please advise?

[Peter_W]

Good afternoon @Nmg52355, welcome back to the Community!

What order have you placed here, and what's making you think this won't be accepted?
Also was this an upgrade or an order for a brand new contract?
Peter

[Nmg52355]

Good Afternoon Peter,

thanks for your response. I placed an order for an additional SIM to be added to my account yesterday 11/11. I received the thanks for your order email which included an order number, order date and plan details. This indicates to me that everything was successful and finalised especially. I then get a text today 12/11 asking to call EE as they need more information to progress my order. I call EE and they said they cannot set up this plan due to the price having two discounts etc. However, I am very unhappy with the way they handled the conversation. I was on the phone for 1 hour and just told in the end to read website terms of use and that they don’t have to honour the price I got. 
This is extremely misleading and unhelpful as I have got screenshots of the contract summary and email I got confirming my order. At no point on either of these does it say it is a “request” to make an order, which is what the manager who spoke to me said it was and that’s why she didn’t need to honour it. 
I have a multi product discount and then it had added a new line discount too as it was the 3rd sim to be on my account. I’ve gone again today to check how much it would be and it’s showing me the same as yesterday.  Really this is false advertising and unfair to the consumer that they purchased the plan, go through the contract and submit, receive a confirmation email and then told this isn’t actually a confirmation (which I still believe it is). 
I’m now stuck with what to do moving forward and feel very let down. 

[Peter_W]

Thanks for taking the time to explain all of that for me, @Nmg52355.

I really see where you're coming from with this one, especially if the website allowed you to place the order and confirmed all of these details in your email. 

The information the manager told you about the rules around discounts is correct though, and normally it's not possible for us to stack percentage-based discounts.

We don't have access to accounts via the Community to advise on if this can be honored, but how were things left with you when you last spoke with us? 

There is the option to escalate if you remain unhappy with the outcome offered.

Peter

[Nmg52355]

Hey Peter,

I understand about the double discount now but I didn’t know this until I spoke to EE on the phone today. I don’t get why this is available online with both discounts if it’s not actually allowed. It’s just causing unnecessary headache for both customers and then customer service who have to deal with unhappy customers. 
Things were left quite badly, I asked to escalate the issue as no where on my confirmation email does it say it was a request to make an order and I was advised to make a complaint online through the website. I am working and trying to sort this issue out at the same time and it has caused me to be very overwhelmed. I am trying to figure out how best to progress so I thought I’d get advice from the community first before going down the complaint process.

[Peter_W]

Thanks @Nmg52355, I'm sorry this wasn't left in the best way for you. 

I would definitely recommend getting back in touch with our team to see if you're able to escalate this further, and that way we'll be able to say for sure what options are available. 

You can find all the detail you need to know on how to raise a complaint, along with our complaints code of practice, right here:

EE Complaints Code of Practice - March 2024

Peter