“Just a quick note to say that If I had been able I would give this company zero stars.
On Sunday 7th October I purchased a contract for a new iPhone 7 with the EE store in Lakeside, Thurrock, and received the phone right away as they had it in stock. I also gave the company a PAC code in order to transfer my old O2 number across to EE.
To go with the mobile phone, I also ordered an Apple Watch Series 4 Nike + - which the store clerk said would be delivered the next day. They arranged to have DPD deliver the phone to the EE shop at 110 Oxford Street, London W1D 2JD and told me I would receive a text when the watch had been delivered to the shop. On Monday I received a text on my new phone to state that ‘as requested’ the delivery date had been ‘changed’ to 8th October - the same day! However, I received no text to tell me the watch had been delivered to the store nominated by EE. I figured that there might have been some unexpected delay and waited for delivery on Tuesday 9th October - but still no joy.
This morning I rang EE to find out what was going on (NO contact from them) and learned that the driver had been unable to deliver the watch as the store in question (at 110 Oxford Street) was closed when the driver got there and I should contact DPD directly to rearrange delivery. I duly contacted DPD and was told that as the item was a watch and the contract for delivery was with EE, only EE could rearrange delivery.
So, I called EE again and, despite my telling the EE agents that DPD would not speak with me about rearranging a delivery address for the watch, I was repeatedly told that I must be the one to rearrange the delivery address and date. I complained and was put through to (allegedly) a manager in the Deliveries Department by the name of Lee. He told me that they were not able to contact DPD for me and even if they did they had no direct line and would have to use the public contact number that ay member of the public would have to use.
Once again I called DPD - and had ether run around from them, and, again, from EE when I was once more passed onto them. One more call to DPD resulted in a man named Abed telling name that EE had a direct business to business number that they could use to rearrange the delivery address but that they, in his experience, would not do so and that, again in his experience, they would lie to me and tell me that no such number existed.
So, I had no choice but to ring EE again - and got exactly the same story Abed had suggested I would. Now resigned to letting the matter play out as bets as possible, I asked what would happen next. Despite the error in not knowing that one of their own stores was closed and therefore would be unavailable to be delivered to, EE told new that I would have to wait for DPD to return the Apple Watch to them and that I would then receive text to that effect. I was also told that the order would then be cancelled and I would have to re-order the watch in order to start a new delivery process. Madness! You can imaging how unhappy I was - and remain.
I doubt that anyone can do anything in this instance, but just wanted as many people as possible to know be aware of my experience, as a warning to other potential customers of EE, about their terrible service, inane parroting of the same old patter time and again and seemingly utter unwillingness to go that extra inch, let alone a mile, to help their (in my case new) customers. I simply do not believe their story that they, a company that pays DPD to deliver tens of thousands o products each day, have no other contact resource for DPD than a public customer service number.
I will now return to the Lakeside store, with a view to cancelling the phone and watch orders and having my number transferred back to O2 - a company that does not offer the Apple Watch but has, in my many years with them, always offered excellent customer service.”
“After being a customer for many, many years I received a bill charging me stupid rip-off amounts to call Spain, including £1.25 for 0.05second!! No apologies or discussion to keep me so I have cancelled the account forthwith and I will not be paying the calls to Spain.”
“Since I brought ee home first 2 months was okay, but without letting me know the price went up by £2 and speed went down. Called several times, changed Rota but nothing seems to work.”
“My elderly mother went into store to get credit and was without her awareness signed up to lose her BT LINE in 14 days in exchange for EE......fortunately the email came through to me as she had NO paper work to explain what had happened! How many other vulnerable people have been tricked into plans they don’t need/want? Shocking treatment by EE company!”
“In the Stirling store today and Jamie was very helpful giving me the information I asked for regarding my upgrade. Extremely pleasant,friendly young man, explained everything clearly and got me a very good deal thanks Jamie 😁”
“Getting increasingly nasty letters asking for payment for phone which I ordered, was not delivered and then cancelled by me on phone. Phone has since gone astray. Not my fault. No help from customer service.”
“Really upset with EE, simply daylight robbery. After being loyal customer for many years, I would happily stay with EE, all really want to do is upgrade & keep number and not feel like I'm being robbed. however being forced to choose one of the below options?
- upgrade with EE & keep number but for a "nearly new" phone it works out over £370 more than a new customer EE deal on another website.
- choose the new customer EE deal, with a brand new phone, for £370 less, but EE refusing to keep phone number.
- cancel contract move to a different network, so I can keep number & save the £370 that EE want to overcharge me, & made to feel bad about that & how risky it is as other networks aren't as good... im sure other networks wouldn't be giving an ultimatum of over charge £370, or lose number, or leave?
Feel pretty disgusted that EE won't help match a deal on their own network. 100% not thinking customer, pure greed.”
“Way to expensive for no reason and can not wait till my contract is over! Never give their loyal customer I’ve paid way over £2000 this year alone on just a bloody phone.”
“Got a text from EE offering me 33% off cinema tickets and other accessory related issues.
Went to the EE in White City Westfield, although the customer service agent acted helpful, he wasted my time, clearly lied, said something was available when it wasnt, didnt rectify the problems i was having with my EE service and basically told me to call 150 customer service.
Additionally, i have lost out on the offer as the closing date is tomorrow and i have no time to deal with this other than today.
As a long term customer i find this company to be so shoddy, unhelpful after point of purchase and unprofessional at their customer service.
Once my contract is up, i think my 10+ year customer loyalty will be well and truly over.”
“EE deserves no Star at all. I ordered a sim only online and called to have sim delivered to different address. Customer service took the address and all was fine but he inseasted I wait on the call. 14 mins later I hung up the call ! Then I read EE s terms and condition just to discover unfair and shark like terms! Costly and bad services !”
“Bought new phone in shop, sales man promised £15 month and free cheap tablet.
1 year later lots of phone calls with contract price prof and paying £65 month still getting shrugged off about returning tablet and they will change monthly bill.”
“Very UNHAPPY. Did not organise my internet switch from BT, though they said they would - 'forgot' to ensure I kept my land line number, 'forgot' to inform Bt, 'forgot' to tell me I would need to pay BT £7.50 a month to ensure I kept my email address. Still trying to sort it out. I would NEVER recommend anyone to switch to EE broadband after this.”
“The bad feedback is for the tone that she used, but also is for the reason that we had to pay the same amount of money even after we finished paying the phones. I understand we have to give a 30 day notice when leaving but why I have to pay for the phones that already been payed. She didn't manege to explain me this.”
“Please don't ever get any kind of contract with this company many times they have screwed me over they will grab every last penny from you, they are complete money snatchers can't wait till my contract is up twice they have put me out of pocket the communication is poor there website and apps are consistently faulty please please please note this review and go elsewhere please”
“Very upset by the staff including the manager (Manny) or something like that at EE shop bullring lower mall there so incapable to help you. Not even able to help you with a delivery they need to be trained and better trained manager as well. (Manny) she does know how to argue with you but not to apologise. Not recommending”
“I've paid 1400 to EE, paid for the phone twice over and just want to reduce my price plan, not leave but only way is paying another 400 and then go onto a sim only or another 24 month contract, been with you guys a while and now cant wait to get rid of this contract, no customer care at all, just out to get what you want. Next time read small print more to protect myself. Nothing wrong with service provide just no care to customers, 6 months to go and away I go. Jason”
“they lie and trick you and basically steal your money. i had to move out of my flat and in with my nan after they lured me into a situation where i all of a sudden owned them 500 pounds. please whatever you do, dont make the same mistake as me and dont go with EE. and please dont recommend it...”
