Beware EE shops - a tale of caution

PabloM

A tale of caution. My mobile phone recently died (I'm on sim only) and I needed to get a replacement so I went into the EE shop local to where I happened to be working, about 70 miles from home.to get one and at the same time decided to get one for my wife as a present. When I got home she didn't like it or want it - she didn't even open the box. So I went to the EE shop local to where I live for a refund and they told me that they couldn't accept it - it has to go back to the shop it was purchased from as they are all franchises. I rang EE customer services and they confirmed that. I said that I thought EE was a national brand/chain and asked why weren't customers told that any issues with any purchase can only be dealt with by the selling shop but the person at EE couldn't answer me. So I've had to make a 140 mile round trip to return it for a refund.
So beware - if you buy anything from an EE shop it can only be taken back to, or a problem dealt with, by the actual shop you purchase from. I'm just thankful, living in Kent, I didn't buy it from an EE shop in Manchester !

d123

They aren’t all franchises but a number are, just like many other branded stores in the UK.

You should be feeling a little happier considering you had no actual right to return it so they showed good customer service by allowing the return.

AndyPK

Yeah, I'm surprised you got a refund at all!

You can only return things for online purchases

macman

As above, there is no 'change of mind' right of return on in-store purchases with EE. Lucky that she didn't break the seal on the box.
You didn't have to go 70 miles back, you can do a postal return, as is clearly stated online in their returns policy.

PabloM

All noted thank you but when I rang EE customer services they said I had 14 days to return as long as it hadn't been used. They also said no postal return allowed unless purchased direct from EE on-line or over the phone.
At the end of the day though I got my refund and the shop did it without any argument or quibble - they could see the box hadn't even be opened.

d123

PabloM wrote: »

All noted thank you but when I rang EE customer services they said I had 14 days to return as long as it hadn't been used.

No, that’s not EE policy, you were lucky to get a refund.

HOW CAN I RETURN A DEVICE BOUGHT WITHIN THE LAST 14 DAYS?

Here's what to do if you want to return a product within 14 days of purchase.

Please note: if your product or service was bought from a third-party company you'll need to contact them directly to arrange a return.

How do I return a device in-store?

If you bought your device in-store and you’re experiencing coverage issues, please bring your device back to us within the first 14 days of your contract starting.

Unfortunately we can’t offer in-store returns for the following:

change of mind returns

EE home broadband

accessories

extra services added to your account after joining or upgrading

insurance services (where separate insurance terms will apply)

https://ee.co.uk/help/help-new/orders-and-delivery/return-and-refunds/how-to-return-a-product-bought-within-the-last-14-days

Blackbeard_of_Perranporth

Thanks, my current misses dropped hers while we were in San Francisco recently and we had it repaired the following day. That was even after EE exchanged her first one last November. Excellent service. If I was OP, I would take your wife back!