“This is an outrageous venue. I had the worst experiences of my life in here. First, I got tricked into making a contract pretending I could use the phone all over Europe. I leave for the weekend right after I sign and my phone has "no service" the whole time. As I come back to the store to complain I ask to be immediately reversed to "pay as you go" as it was before. That was in January 2019. Today I still wasn't able to go back to "pay as you go" and I need to pay till the end of my contract to change provider. THOSE PEOPLE are legalized thieves. It's a legalized SCAM don't go to EE and never to this store. I give one star just because I am unable to give none. They don't even deserve it.”
“5 stars due to Danielle Trentham.
As a first time young customer on ee my first experience buying a contract wasnt very pleasant. On Saturday i brought a contract for Samsung s10e and was very happy. However when i turned on the phone it started to burn up after 2 minutes, to the point it would burn my hand to touch. I left it for a day incase it was the summer heat, but the same happened the next day. So on Tuesday (4 days after buying the contract) I went back to the store. After explaining their only solution was to give me a new phone. Seeing as i didnt want a new on due to reading other s10es had done the same i demanded a contract cancellation as the phone was unsafe and I had a 7 day cooling off period. Their answer, no we don't do that. Even though I had the ee's websites info on cooling off they said i can only cancel due to signal problems, which was a lie as I can called customer service that morning to check if cancellation was possible before going to the store.
Apparently to stores a health and safety hazard is less important to them than signal (ridiculous).
Anyway this is where Danielle became my guardian angel. I knew the staff in store couldnt be bothered with me and as I look so young they clearly thought i knew nothing I called CS AGAIN. Danielle ensured me by eu law they have to cancel if I ask as the phone is unsafe. She gave me her email so she could call me for when i return to the store to speak to the manager, if they still refused. Which of course they did, this time i returned with my father as the store didnt want to give me a time of day. After refusing AGAIN with a note on my record saying they need to cancel (which the staff were reluctant to check by the way) I gave Danielle an email and 2 minutes later she called me, she waited on the phone with me for 20 minutes while the staff hid in the back and refused to come deal with it. She then spoke to the store manager and after 5 minutes of him moaning she got him to cancel the contract on the spot.
She went above and beyond to ensure i got what i needed, she was amazing and spend most of her work afternoon helping me, without her id still have a contract with a dangerous phone today. Ee redhill store itself get 0 stars from me, they were rude and had no interest in even looking into the matter. I understand they have been told rules but all they had to do is call CS and ask themselves to confirm, but clearly they are more concerned with commissiom than helping customer be happy.
If you ever need help dont bother with stores Danielle and her team are definately the people you should contact for support.”
“So I cancelled my contract 28th of may and they send a sorry leaving email and it said contract email £0.00 and then last month I get a letter saying I still owe £222.89, they woman I spoke to apparently said I couldn't cancel my contract until October but no way on earth did she say that to me and she said that I have to pay £136 but she didn't! So my mum phoned them back today and made them listen to the conversation that we had and she didn't even say any of that so they've l lied like they do all they want is your money,and yet again they think they can get away with that I will never go with this company ever again!”
“Well where do I start apparently the customer services and the stores have different customer rights. Apparently you do not get a 14 day cooling off period and customer rights don't apply to you if your one of their customers.
Complaint passed on to ombudsman
Thanks for nothing
**********Stay clear***********”
“Let me start by saying that as a new customer my initial experience and opinion of EE was excellent. I was looking for a product which would allow me to hook up to my Sky Q system and I signed an 18 month contract for a 4G home broadband router and enjoyed an uninterrupted fast connection for the first 6 months. In this period I also had a couple of occasions I needed advice and found at that stage the customer service team to be very engaging and helpful.
But then the problems started.....
Unfortunately I started to experience problems with the router dropping the signal momentarily which meant all devices including my TV system lost connection and had to be re-connected.
Contacting customer services by phone on this occasion proved to be a major issue with waiting times in excess of 45 minutes, and what seems like the practice of disconnecting calls when finally answered meaning I had to start the whole process all over again.
Having persevered and finally got through to an operator, after a lengthy call where the operator went back and forth with their supervisor, I was promised a call back the following day..... needless to say this call did not materialize leaving me no option but to start the process again and join the queue again for an operator! To cut a long story short, this continued for some time with many promises of checks and fixes, culminating approx 3 weeks later with me being told it was obviously a faulty router problem (I could have told them this 3 weeks earlier!), and that I would have to send it back for repair.
When I then explained that I did not want to be without the router and service for what could be a further month, I was told there was no other option unless I could find an EE store locally who could offer me a loan unit (why could they not sort this?). An offer was made for a partial refund of line rental costs, but this was not the point... I needed the router to use my TV service and it was not a question of money. However when I tried to explain this the threats started. I asked to speak with a supervisor and was promised another call back. When I was called back the first thing that was said to me was 'If I put your through to a supervisor then any offer of assistance discussed previously is 'off the table'. I couldn't quite believe the attitude I was facing... but then when put through to the supervisor and faced with her further extremely negative approach it became clear to me the EE have absolutely no regard for the customers or their opinions. I was promptly told they wouldn't discuss further and if I felt I needed I could take it up with the Ombudsman!. Absolutely no attempt what so ever on the part of EE to diffuse the situation and come to an amicable solution.... they clearly just wanted rid of me.
Therefore I am now left with a partially working router and 12 months remaining on my contract!
Disgraceful, unbelievable approach to customer satisfaction and retention… and I can only imagine the significant amount of money spent of high profile advertising of EE services is needed to keep replacing the disgruntled customers they keep losing due to their attitude and unwillingness to stand behind their products.
Started so well…. But ended so badly… roll on the end of my contract!”
“the big mistake you can make is to get home broadband and mobile internet from EE you are paying the right internet direct debit you don't have internet at home,you don't have mobile data on your phone is well even reception sometimes.I'm already tired of paying and talking with operator every day and not receiving any services”
“What a nightmare...and I wasnt even an EE customer!
I tried to buy a phone from EE via a special promotion "online and instore". I went in store to get my phone. After 2 HOURS they advised it was not possible to complete the promotion in store and was online only.
Ok- so I rang EE and they said it's fine to do on the phone and I'll get my new phone on Monday (They had plenty in stock). Nothing by Wednesday Morning. So I ring up and it's no longer in stock hence why it hadn't been delivered and it will take 3 weeks. I cancel over the phone. And end up buying the same phone with Three without any hassle.
A month later I then have a phone delivered from EE. And later that day my old orange sim card is cut off from my old phone. I have to ring up and explain. They agree. And hilariously they cannot email out to give written confirmation. They can only text.... to the number that they removed.
I send the phone back and cancel my existing contract for my old phone over the phone with them.
Next 2 months I'm still getting billed for the new phone monthly... after about 8 calls to customer service. More calls but they will not send written confirmation. No call back. No reference numbers. And different call centres every time I call.
No Bill's for next 8 months. Then I look at my bank account. They charged me for my old phone monthly even though that was cancelled. I end up only getting half my money back for that! Very annoyed at this point.
2 years later.... I then get a bill for £60. Here we go again. 10 calls and 3 months later they gave up billing me.
Worst customer service I've ever experienced. Something is wrong when the "biggest" communication company in the UK are unable to give written confirmation.
Stay away. They are bullies! A total of 3 years customer service nightmare for a phone I didnt even buy or use.”
“After initially getting no help from the Cs team I escalated my issue and in fairness to EE I received a telephone call from a very helpful lady who looked into the matter and resolved the issue. For this reason alone despite the first hiccup I am happy to say that I definitely would give 5 stars to ee. I considered taking my custom elsewhere but after all they did for me I'm now staying put.”
“I have had little to no signal for at least two weeks where I live just outside of Exeter. I have checked the web site where they say they are having a problem I have registered for updates but they don’t regularly update you and when they do it’s always the same.”
“Absolutely disgusted with this company. Just discovered my wife has been charge for the last 4 years for a contract she cancelled in March 2015. She had also queried this in in March 16 got a credit and the direct debit stopped between from Feb 16 to June 16. However, they started collecting again from July 16 and have carried on ever since. The first we knew about it was a letter about the direct debit today. Whilst acknowledging an there was an issue EE would not refund anything more than 12 months without it being referred to the ombudsman. If you are with this company change as soon as possible, but make sure you cancel the direct debit immediately”
“Under OFCOM Regulations the have to provide voice call coverage to 90% of the ladmass.
They still do not comply with this even though they are legally obliged to do so. EE States that they do not support indoor coverage.
Well they signed a legal obligation stating they meet the Ofcom regulation in December 2017. Maybe Ofcom needs to pull there finger out and fine them.”
“The manager at Guildford store a liar, and completely lazy, made every excuse possible not to change my old details over to my new phone, just could not be bothered. Would never use this store again.”
“Quite literally the worst services I have ever had and not just the amateur cal centre but the coverage, the multiple issues, the sheer painfully bad customer service. I am now desperately trying to change providers. Do NOT use EE.”
“When enquiring about sim only contract on Friday at Bath, Southgate store I was lied to by Chris. He advised me I had fourteen days in which I could cancel contract...HE DID NOT MENTION IT COULD ONLY RELATE TO COVERAGE ISSUES!
I called customer service to cancel contract Sunday due to not needing for new i-watch cellular, data option, they advised me that I can only do this in store. Went into store today and was told by manager I can't cancel because there is no pull out clause unless I have coverage issues!? Chris was there and when mentioned what he told me he outright denied he said such a thing!? He was very red in the face! HE LIED TO ME! Another of his lies he mentioned a few times Friday..."it says £23 there but you'll only be paying £22" LIES! ...he mentioned a two hundred and fifty gig plan...what it actually was, a twenty-five gig plan.
Chris was very fast to skip through the contract details on his computer screen before my digital sign-off. He knew exactly what he was doing!
I wish to have my contract terminated immediately due to misleading information and outright lying to my face.”
“My contract finished last year January EE was still taking my money till now June so that's 6 months I was actually paying bils of 45 every month, no reminder or text email been send my contract Is due and what should I'll do next. On top of that I lost the phone long time a gothat I was contract it too when I phone them to try and find solution nobody care, 2g Internet was not enough for me I called them to find solution nobody care, you misse the payment they straight away contacting you about it. Anyway this is ridiculous how can you charge people for contract that was finished wich laws in the UK allowed you to do this? It's a new way of robbery in 21st century! Probably will have to change the network after so many years, and please don't tell me to speak to your costumer service because they're USELESS!”
“No signal anywhere at all ever I have to depend on WiFi spots can’t use the package I paid for as No signal can’t call or text absolutely useless I’m off back to coda phone ASAP !!!”
