A warning to others - EE will not fulfil your order and try and charge you more

[ProfessorWoland]

This is a warning to others as EE tried to scam me. I placed an order for a TV with the TNT bundle yesterday. I noticed this morning it was registered to the wrong number and called three times times today.

When I finally got through to someone he said "the order didn't go through" and tried to charge me another £180 to process the order!!! I said I wanted the order I was emailed a receipt for and he said "there was nothing [he] could do." 

I have emailed the CEO and filled in the complaints form. I want my order honoured. I have been a customer for years and I really can't believe they have tried to scam me. 

[Ali_A]

Hi @ProfessorWoland 

Sorry to hear your order didn't go through as expected. 

You've taken the right steps by contacting Customer Service team to find out about your order. 

As the order has not been processed, the initial payment will not be completed, which is why the guide had to take the payment during the conversation. 

If you still have the original order reference number, it's worth calling back to Customer Service so the Digital Sales team can continue the order for you. 

Ali

[ProfessorWoland]

I literally have an email confirming they accepted it.

[robh661]

I'm in the same club, I ordered a TV without the TNT sports bundle, after getting a thank you for your order letter, and they'd taken the initial payment. I waited the designated 3 days, as stated on the EE Shop, but nothing. 

So I got in touch with EE, and they said the ordered had got stuck in the system, so the guide re-ordered it, but nothing since.

I emailed the online store this morning, and very conveniently they don't work weekends, means I've got to wait until Tuesday the latest to find out if the 2nd order went through.

Because as someone else pointed out on here, they placed an order for an iPhone 16, and when they go to track it, the order tracker times out. 

[Wardo]

I am going through the same on a mobile upgrade which they wont offer. It is false advertising

[robh661]

@ProfessorWoland 

Just a quick update, had no reply from the Shop Help Desk regarding the 2nd order. Which was for a 4K TV without TNT.

Got a text message about adding the purchase to my mobile bill, and still no tracking or other information.

So if I get nothing and that includes the product, by this time tomorrow, I'm going to phone EE CS and get the order cancelled, they seem quick to take your money, but as you said then they fail to honour their side of the deal, and supply the goods.

[robh661]

Phoned EE as there was still no notification, after an hour of talking to a guide. She found the tracking info, but put it into Parcel Force tracker.

That drew a blank, so I chatted to parcel force, and the worst part is, they sent it to Aldershot instead of my local sorting office. 
So I’ve now got to wait another 24 hours and a calling card to reschedule the delivery, as I can’t specify when I’ll be home to accept the delivery. 

I shan’t be using the EE online shop anymore after this disaster.