“I was informed that I was eligible for an early upgrade and, due to timing and the online offers, decided to upgrade over the website. Sadly the website is quite flawed in that every time I would attempt to access the upgrade options and select my phone/plan, the website would automatically log me out of my account. Logging back in directed me back to the 'My EE' page and thus the vicious ensues! After mistakenly placing an order for a new contract (I wasn't to know!) I received an email to contact EE.
At first the process was a little difficult - the gent tried to help me through the online process to no avail - he was stuck himself. Plus, the offer I wanted (A 'Good as New' Samsung Galaxy S7) was only available online, which meant that he couldn't process it himself. And then the call dropped out on us.
On second attempt I was put through to a lovely women named Leslie who did absolutely everything she could to fix the issues - eventually, after a word with her manager, she managed to put through the order for me then and there and even knocked off the early upgrade charge for my troubles.
Leslie was extremely apologetic, grateful for my patience and I couldn't have asked for a better customer support experience. I entered this support process expecting a lengthy yet fruitless result, and was immensely pleased to have had such a considerate employee to help me through the process and, unlike a great many businesses' customer support staff, actually provide support and a solution!
We do lose a star because of the initial issues (and catalyst for this experience) regarding the website - it can be quite difficult to navigate and there is clearly an instrumental flaw in its design, as both myself and the dupport staff experienced the same 'logging out' issues. For a large company, I think this really should be a priority.
Overall, Leslie was fantastic and I'm immensely grateful she picked up the phone to help me!”
“EE are a total waste of time they employ people that don't have a clue
Total wasters been with them for 26 years they don't care about there customers”
“Most of the staff are friendly and attentive, however, 1 call that I had with EE was terrible. Arrogant, cocky and rude are just a few of the words that came across my mind during the call. Furthermore, the man on the phone told me that 'EE do not need to tell you that you have to cancel any TV contracts by yourself, and if you fail to do so any charges is your own fault and EE do not have to care'.
Plus the terrible internet is the worst issue, getting 2mb/second when I should be getting 8mb/second is shocking. Do not recommend at all unless you are looking to get screwed over for a year!!!!!”
“I feel completely conned by your Newport, Gwent store. I was misled to believe my bills were higher than they are, I did protest but was told this was correct. They then sold an upgrade package that was sold with a 'free' mini iPad, but is actually costing me £25 per month. This was not clearly explained, otherwise I would have not proceeded with the order. I don't actually need this! I have two iPads already. But was Bamboosled by the freebie. If it wasn't for my poorly little boy, that I was trying to get to. I would have seen through this very clever sales technique. I am now committed to £50.99 per month for a service I do not require. I was not offered any other deal, my needs as a customer were not considered only a quick sale. Unfortunately the store are not prepared to offer any solution. I will be taking my complaint to the ombudsmen, trading standards, the ferret and watchdog. Although they have me by the short and curlies, I will not rest until I expose their unfair sales techniques. I really wished I had gone to Carphone Warehouse a few doors up.”
“bud meaner all of staff even there Coustomer one of this Brance staff start argument with me I feel my self very unsafe and I was intimidated by those staff the start speak both together with me then I runway from the store then I feel my self safe”
“Do not go to EE ashford, customer service is rude, rushed and appalling. My younger brother setting up his first contract and he was charged £999 instead of the agreed £9.99, Then all the details taken were incorrect including the bank account and when EE were asked to change the bank account they told us it was impossible, tho I have been with EE for four years and have changed bank accounts many times, I am disgusted at the service I received from your ashford branch and will be leaving EE at the end of my contract.”
“I wrote a review. it was on here for a short while and then removed. I wrote about the ptten idiots in Dalston branch and the ripoff artists on the phone.”
“I've been ripped off by incompetent or worse thieves at EE! I used my Top Up card for £10 credit, received a receipt, but the money never reached my account. The food shop refused to return my money until I made a scandal, so went to the EE shop in Dalston. Same thing happened there. Paid £10 to this official EE shop, but didn't receive any credit. They would not give me back my money, although they discovered that the last time I topped up ay this shop, I was given the wrong Top Up card. Their fault, but said I must phone EE. Did so, and the idiot on the phone was useless, said I must go back to the shop! I am over 80, half blind, and need the phone for emergencies.I cannot keep going back to the shop and just want my money back. Are the workers at Dalston EE working a scam? Will this acyually get printed????...”
“What an absolute shambles of a service provider. Everything went wrong. Clueless incompetents, and completely unhelpful customer services from business and consumer departments. Requested unlock pin for a christmas present on the 9th December 2016. Told upto 10 days to be done. Now 28th December 2016 and still not done. How embarrassing to give a high end present and it doesn't work due to EEs incompetence and ongoing failures. I will certainly not be renewing the multiple contracts that I have with these idiot cowboys. Dont waste your very valuable time and money, go elsewhere. One very unhappy customer.”
“Today I spoke to a lovely lady called Lynsey who helped me through my troubles and listened to my problems about my bill. She then put me through to her manager who is called Kimberly who I generally can't thank enough. She was very sympathetic and helped me all the way to the point she gave me a result I was not expecting. I can't thank these two enough. I had a pretty big bill which I couldn't afford to pay and have been worried for some time over it now. I now have a weight lifted off my shoulders ready for Christmas.”
“EE are rubbish can't wait for my contract to finish and can go elsewhere service on 4g is so poor the advert lies can't get a signal in the underground always losing signal on wifi iPhone 7 is poor everything about EE is just crap such unhappy customer”
“I am happy now thanks to brydie-Loa Thomas after a night mare of a couple of days at your Lowestoft store being told I didn't have insurance by a staff member after going in with my broken phone so I went and bought a second hand one to put my sim in then the next day when I checked paperwork I found I did have insurance the Lowestoft store manager was very unhelpful and offered me a month free bill and informed me to cancel my insurance (admittedly I wasn't the politest of people back and was angry why I was out of pocket £320 because of his incompetence) I left the store as I was rather irate to say the least and rang EE direct the woman I spoke to stated above Ms Thomas was very helpful sorted everything out new phone next day allowed for my loss and sorted everything out in a professional and fair way, it's a shame some people aren't as helpful but overall great service by EE on phone anyway.”
“Hi, i purchassed ee simcard, topped up and purchassed pack with unlimited txts, after one month of smooth using i topped up again and....nothing...custommer service told me,that i sent too quickly too many "unlimited" txts and that is the reason to steal my £15 top up. :-)”
