I ordered Beats Studio Beats 3 weeks and received no refund

[Hali3]

I’d like to highlight I purchase this item due to your spin off sale price of £199 for Beats Studio Pro headphones (black). But the item you wrongly sent me was a Samsung Galaxy Laptop.  

there is no direct contact number for non EE consumers for sale items via re store.

Ive been told to email channel.returns@ee.co.uk

3 weeks on I received no refund and no response via customer service. Can anyone? As I’m really upset my refund hasn’t returned.

[Hali3]

I returned the item, delivery confirmation product received on 3/07/24. It’s been three weeks, and no refund?

[Katie_B]

Hello @Hali3. 

Thanks for coming here. 

Did you email via the online store?

If yes, please try emailing enquire-store@ee.co.uk

Katie

[Hali3]

Thanks for the suggestion I will email this alternative email thanks 👍🏽

[Katie_B]

No problem @Hali3. 

Please keep us updated. 

Katie

[Hali3]

Hi Katie, 

I received two responses:

1st response: channel.returns@ee.co.uk:- 

Given the below information, we are unable to assist with this return query as the device was purchased via the EE online store option. Please log into the account you opened when you registered with EE to order the device and follow the contact information. (online account just states the return, and the contact number redirects me to the general customer service for EE customers only).

2nd response: enquire-store@ee.co.uk

I can see your recent order starting EE-* is from the new EE marketplace team. We are unable to assist with this query within EE Store but below is the contact number for the team that can help you. Contact EE on 0800 0790062

overall I’ve not attempted to contact this number, as I work within the nhs and find it hard juggling free time to chase this refund. I’m deeply upset, so much hassle to chase a refund especially when ‘EE’ made the error originally. 

next option may I escalate my complaint to the Ombudsman? the online DPD confirms the return has been delivered, yet there is no sight of my refund. 

[Katie_B]

Hi @Hali3. 

Thanks for coming back and keeping us updated. 

I understand how frustrating this must be, the number provided by our EE Store team will be the best people to speak with to get this looked into further. 

When you have a free moment, please give them a call. 

Katie

[Hali3 · Accepted solution]

Hi Katie,

I finally got in contact with the right team ‘EE marketplace team’ via this contact number:  0800 0790062.

problem resolved,

thanks!

[DoubleDeaks]

just attempted to order the beats head phones, £9 upfront amount taken and  now nothing, call the usual number 150 as requested and still no answers, don't know how they are the number 1 provider as they keep mentioning