Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Watch update fiasco

Go to solution
GeordEE
Investigator
Investigator

‎19-09-2025 01:27 PM

so pre ordered an new apple watch ultra 3 alpine loop L, the delivery guy arrives with the parcel but is unable to hand it over due to me not having a pin. The pin that was needed was sent to the number of the watch, but as it is attached to the phone number of the iphone it can never arrive. Then I call up to ask for the pin, no joy there. I was told they would need to place a new order and cancel the previous order once the watch arrives, now the next problem the order was processed as apple watch ultra Trail loop s/m. So I call again to cancel that one and place a 3rd order with the correct watch and band combination. This was processed correctly, however unlike the two other attempts this time I was changed for delivery, nothing she could do apparently. Now I will need to wait for the new watch to arrive before I can cancel the upgrade processed in the first place..    

0 Helpful
11 REPLIES 11
Go to solution
GeordEE
Investigator
Investigator

‎24-09-2025 10:59 AM - edited ‎24-09-2025 11:00 AM

So Friday upgrade apple watch arrived but the pin was sent to the watch number, called and made a new line connection got the watch band and strap mixed up third call managed to cancel that order and do it again with the right watch and band. Was charged for delivery rang again and had this refunded. Each time I contacted CS I was told as soon as the new order arrives I would be able to cancel the the upgrade and line and use the new watch as a paired watch. Turns out this isn't the case I now have to wait for the previous failed delivery to arrive back at EE or pay the cancellation fee, was told on Friday this would be £900. So even though they know I don't have the watch as they can see its still with DPD on its way back I have to wait. I did get the watch paired so at least i got that done. I will be at 5 phone calls at the end of all this no to mention all the gray hairs I must of gained.. for a mistake made by EE which I was told on my recent call its just the way it is!

0 Helpful
Go to solution
Leanne_T
EE Community Support Team
In response to GeordEE

‎24-09-2025 02:09 PM

Hi there @GeordEE 

I'm very sorry this has happened and the information you were provided when you called was incorrect.

Once the return has been processed, please contact us again to order the correct watch or you can place the order through your EE account. If you would like to open a complaint to discuss the experience you have had, please complete the Make a Complaint form and one of our complaints guides will be in touch.

I hope this is all sorted soon for you.

Leanne. 

0 Helpful