EE Shop Reviews 260

My wife has been a loyal customer of EE for 18 years. We decided to pop into the Chelmsford store and upgrade her Pixel 7 to an iPhone 15 Pro Max. We waited about ten minutes, which wasn't an issue, but when we were served by this particular member of staff, he showed no interest whatsoever, didn't even raise his head, and just told us how much it would cost. We showed him a deal online, and he simply replied, "That's on a flexi plan, and you're not eligible for it." I questioned him as to why, and he refused to explain. When I mentioned trading in her phone for a deposit, he said, "Nobody will be interested in that. It's a Google phone." We got up and left and went to Vodafone, where we got a much better deal. It's a shame that loyalty means nothing to EE these days.

Visited the EE store at Trafford Centre today and have never been so disgusted in the lack of customer service in my life. Staff extremely disrespectful. Avoid at all costs - don't give them the business. If I could give zero stars I would.

Went in to shop and waited 45 mins, manager was out and in talking to people he knew, it was obvious they weren't customers. After another 40 mins I left with been told they could not help me but to contact business customer services ( so another 1.5 hours wait ) during my visit to the store there were 10 customers and 7 of them were complaining with the service.
I think it speaks for its self

EE refused to repair in-warranty items.

(This applies to the EE store in Liverpool ONE)

Booked an in store 2 hour repair for a phone for which doorstep repair wasn't available. The Samsung phone was in warranty, and had only been repaired previously by Samsung partners.

On seeing usual cosmetic wear and tear on the front screen, the EE technician claimed that none-approved third party partners must have carried out the previous repairs. This is patently untrue, but they wouldn't budge and refused to fix the phone.

Excellent way to waste half my day travelling to Liverpool and back.

Went into ee shop fosse park Leicester my screen gone on my phone thay are so unhelpful and so rude all thay seem to do is sit around told me to ring ee to sort it a girl who works there told me to say my phones been stolen so i get a new one so i rang up thay were brill on the phone sorted it book me appointment to t
he same store to look at my screen dreading going because thay a bunch of morons i hate hate hate going in store puts
me right off !!

After sales service at Haverfordwest branch is absolutely abysmal. Never answers there phone and diabolical not to have an answering machine. I booked an emergency call back on a Monday and all they could offer me was an call back on Wednesday morning at 9am prompt. Wednesday came and I waited for over 2 hours for the call which came at 11.53. Whoever rang only let it ring 3 times before I had time to answer. No voicemail message left and no follow-up call either....disgusting, appalling and ignorant beyond belief. Promise you the earth when your in store but don't give a damn once you've signed.

Only giving them a star as I have to. Worst experience ever at EE Cambridge today.
- Greeted rudely by employee,
- Told I was too late, despite being earlier than my appointment time,
- Spoke to me for all of 3 mins before deciding she couldn't do anything,
- Didn't even look at my phone or the problem before deciding the only way was for me to buy a brand new phone (which I refused),
- Asked me if I was "really confused about that",
I went to apple straight after this, and they fixed my phone in 15 minutes.
Awful customer service and clearly absolutely no knowledge.
Avoid EE at all cost!

Cancelled a TV package and mobile phone package I signed up to yesterday at the Meadowhall shop. Sadly my experience in the shop with Josh the manager was the reason for this. Although I felt he knew his job, his customer interaction with me and my mum was poor. We had trouble cancelling a previous deal, so we were there for quite a while. Josh was in the background chatting, finally after me and my mum were exhausted waiting his colleague spoke to Josh and he came up with a solution. When I asked why he did not sort this a lot earlier as I have sat for over 2 hours with my 82 nearly 83 year old mum, I found him disrespectful and instead of offering an apology he defended his position. Sadly due to his response he lost two customers. When I called EE to cancel they did apologize on his behalf and offered some compensation if I decide to go ahead with the original package. The person on the call accepted when I said I want time to think about it.

A Terrible experience. Totally lied and mislead by staff at the Hereford City EE shop. Instead of helping me to get what I wanted, due to working on a commission basis, they mislead and blatantly lied about what they offered. It has now taken me 4+ months to extract myself from their rip-off package after having to pay EE over £1800 in that 4 months to do so, after being falsely misled and lied too. NEVER NEVER BUY OR SIGN-UP to a product from EE HEREFORD. The worst customer service I’ve ever experienced. I will never ever go near EE again for the rest of my life. The staff refuse to listen and action what you want, they only action what they mislead and lie you into a product they want you to have. These people are worse than just stop oil protesters who mess-up ordinary hard working peoples everyday lives.

I went into the shop in Leamington Spa Parade, earlier today 31 July. The 2 girls who helped me set up my new Samsung A15 phone were very helpful, friendly and professional. It was Sarah who I was with most of the time, but her young colleague was equally as awesome. I really enjoyed chatting with them. Well done girls. You were amazing. You deserve a pay rise.

Our contract with BT is due to expire on August 8th. I got an email reminder and tapped on the cheapest contract available to me after that time. Found myself connected to EE. Decided to phone the number to find out what was going on. Phone was answered very promptly (that should have rung suspicious bells). The person who answered my call was very polite, her name was Shauna. I explained why I had phoned and asked why the request for renewal of my contract with BT had suddenly been taken by EE?
Shauna explained that they, EE and BT,had now merged into one business and EE were taking over contract renewals.
I asked what this means for us and was told that "nothing will change it will just be cheaper".
I asked many questions and was feeling relaxed about the situation until she mentioned "digital voice". At this point I told her we'd prefer to keep everything as it is rather than go digital. We simply want to be able to use our existing phones throughout the house as we've done for the past 20 + years. Shauna reassured me that absolutely nothing would change, "You'll still use your phones by picking up and dialling. Just as you are used to, nothing will be moved or changed".
Shauna was very convincing but when she told me an engineer would be coming to check the the existing phone line/s my suspicions were again aroused. I asked why they were sending an engineer if nothing was going to change? This was simply a precaution! No need to worry! He might not even need to come into our house! It was essentially just a change of name on the bill!
So, relatively satisfied, I chose the deal that would save me around £12 pcm. I reminded her my BT contract still had about 2 weeks to run and I didn't want to lose either time or money on this.
I felt okay about the new deal as it would supply the same service for a bit less money each month and this would last for a couple of years with a fixed annual rise of £3 in the price.
Over the next few days I received a flurry of emails from EE but all of them are from "Do Not Reply" so we've not been able to query anything. We also received a piece of 'equipment' by post. It looks like a large electric plug.
Due to reviews/ comments our concerns were rising and reached a crescendo today when we found ourselves without a working landline and no means of contacting EE.
My partner contacted BT via mobile phone. They were reasonably helpful.
Late afternoon we were phoned by BT Customer Service based in Waterford, Irish Republic.
I explained as thoroughly as possible how I felt about the manner in which I've been lied to and conned by EE.
The BT customer service woman told me that EE and BT have indeed merged as a business.
I told her we didn't want an altered service for the phone and broadband. She reminded me that we could cancel the contract with EE and return to our BT contract if we so wish.
She also said we would be compensated for the time we've been deprived of service.
I asked about making a formal complaint and she said she would raise a complaint on our behalf. She also said she would provide a link to access if the problem/s persisted. She did send this link and we will make use of it tomorrow.
Imagine my surprise and astonishment when an email arrived from EE (via their "Do not Reply" section) barely 2 hours later saying they "Closed Your Complaint"!!!!
They haven't even asked us about it. Really 😮 Really 😠😠

In addition to all of their other shenanigans they have jumped the gun as our BT contract hasn't yet expired... It runs until August 8th.
By their actions we are being deprived of some of the time we are entitled to in order to change our mind and cancel this, now unwanted, EE contract.
Who would want to be shackled to a company that uses such slieght of hand and half truths to get the contract!!
Tomorrow afternoon the engineer is due to visit but we will be cancelling this EE contract just as soon as we can. Before he gets here if possible but we'll not be accepting any input from the engineer.
To everyone considering a contract with EE do think Twice and then a
Third time.
Will update the outcome of this contract in due course. It all began on Monday 22nd hence the date.
GM

I went in for an upgrade last Friday collected phone from store on the following day asked if they could set up for me. After 5 hours sitting waiting and me telling them the phone was faulty they finally agreed to take brand new phone back. No one answers the phone at Brent Cross. My contract can’t be cancelled by customer service I gave to go back to the store as they haven’t cancelled any of the contracts . And god only knows what happened to the return I’m leaving EE will cancel direct debit let them take me to court .

Visited the EE store in Leamington Spa and we were fed a load of lies by the Manager. My partner wanted to swap his contract phone back to a PAYG 30 day term payment of £10 a month which was advertised in store. We were told that they couldn't do this without him ringing 150 to cancel his contract and give a 30 days notice AND it would mean him coming into the store every 30 days to pay his £10 to renew. I told the
Manager that this is utter tosh as my phone is still on a PAYG £10 a month deal which renews automatically every 30 days. With sharp practice like this we are switching to another supplier. Hope EE realise that not every customer is dum.

1. When I called store, the person.answered witj just - hello. It was very unprofessional and maybe it's an age thing, but would be expecting basic of telephone etiquette- EE Twickenham, how can I help you.

2. The shop does not seem very diverse in regards to Employees. Its nice to see a mixture of staff, from, ALL, backgrounds.

3. It was also noticeable how the current staff treated other non- white people coming into the store. The Customer Service, professionalism and courtesy, was not offered at the same level as when a Caucasian person entered shop. They bent over backwards to treat the Caucasian clients- put them on a peddle stool in regards to service care. I am not sure whether this is a cultural thing based on the ethnicity of Staff- treat Caucasian better than non white. Culturally, its well known, that the ethnicity of the Staff, are raised to have issues with Black people.

4.The staff, need to be mindful, that they are not openly treating 1 kind if Customer, differently to another Customer, based on cultural race issues. You never know who people are- they could be Mystery Shopper investigating Service.

5. Please rectify behaviour and leave any cultural prejudices at the door. ALL, customers must relieve the same level of care, regardless of race.

Offered me a product I never needed or requested. Received terrible customer service from Bhavi. Just not polite in any way

Absolute bunch of muppets working at the Ealing Broadway store… lounging around chatting like they are at home in their front room without basic knowledge of acknowledging the customer even if you are supposedly “chatting about work” and one particular girl that based on previous reviews might be called Zara having zero customer service etiquette on top of talking back and laughing. This store requires some serious training, I would like to say in customer service but most probably in the basic English language. Not sure where EE found half of their staff or why they seem to have hired children.

Got a discount code for £70 off an Xbox series X which I was planning on getting anyway and made it slightly cheaper than Amazon.

Oh I wish I'd gone with Amazon, I got an email six hours after I placed the order saying I needed to give them a utility bill for them to complete the order. I messaged back saying I'm fully electronic and don't have any paper bills but also sent a screenshot of my British gas app including name address and last bill date asking if that will suffice and if now let that else would. Another five hours later and I've heard nothing. There is also no phone number to contact them on and no live chat... Or really any method of contacting them apart from email. I will never be using the store and if I've not heard anything soon will cancel my order through PayPal and buy elsewhere.

Chris @silverburn shop service was amazing today he’s a credit to your company

Bedford EE shop. Because EE had cancelled my phone (see my other review) had to get a new SIM. Had £30 credit on old SIM which EE phone help had told me the shop could retrieve. Well the shop couldn't retrieve it and the manager said he wasn't authorised to give me free credit on new SIM

It’s amazing how nobody checks reviews because they are a big company and how they get away with such awful service is beyond me.

I purchased a controller for my PS5 which went faulty. I was asked to get proof from Sony before I could return the item, so I did so.

After sending the proof, I was told to return the controller, which I did.

I then received an email saying the new item had been ordered but had been cancelled as it was no longer in stock. I would not be charged. Now bear in mind, I’ve returned my faulty controller, and they have not shipped the replacement because their system automatically cancelled the order as the replacement wasn’t in stock.

Also worth highlighting, you’re waiting days for each email as there is no telephone number.

So I’ve asked to raise a complaint which has been ignored. I was then told they had to check with the warehouse. I was then asked if I received the item they never shipped. The whole thing is a complete joke.

The fact they don’t have a number or an escalation process for such a large company is actually disgraceful. If this is not resolved soon, I will be taking further action, but I also understand some people are not in the same position as me to take action against large companies. They simply get away with far too much by making things so difficult for customers.