EE Shop Reviews 260

Got help from Brandon at EE Redditch 30/08/25. Super helpful guy, made the whole process quick and simple. Walked away with the right deal and very happy.

Due to certain circumstances beyond anyone’s control, I had to fetch a new sym card from EE in Bangor, I am disabled only able to walk short distances,. However I did make it, and I think I was possibly first in your Bangor shop. I cannot praise the service I had from Caleb, enough, he was patient, kind and got everything sorted with no hassle at all. THANK YOU CALEB you are a star.

Horrendous experience in the EE shop crouch end, not only in the shop for over 1.5 hours (in two sittings) the number of unhappy customers coming in was ridiculous, so many left exasperated about the time it was taking to complete simple purchases or tasks. How can it take so long to help customers? The staff are terrible communicators, disappearing while in the middle of helping without saying a word, gone for over 20minutes only came back when I asked another staff member to find out what was going on. This then followed by further issues and a need to "call IT" but only after repeated requests for information from me, none of this info forth-coming unless begged for. In the end, left the shop with only one of the phones we needed. It can't possibly take this long to complete these transactions. 1.5 hours in total, it would've been even longer if we'd stayed for the second phone set-up. No apologies, no explanations. Is more staff training needed? The poor reviews of this shop are bang-on, don't go in unless you have a whole day to spare and nothing better to do.

Blackburn Shopping Mall EE shop , Had excellent help today from store assistant NEELA , went above and beyond to be helpful and lovely approachable attitude and manner. Many thanks

Avoid at all costs! I bought a brand new PlayStation 5 controller for my Son’s birthday, it arrived swiftly via DPD, however, there was absolutely no protection on the parcel (it was just in a grey plastic bag) and when I opened the parcel the box was:

1) heavily damaged
2) the seal cloudy like it had been opened
3) the bottom of the box like it had been forced open and closed
4) concerned that with an item like that if it’s been kicked around it won’t last or get issues like controller drift very soon or was a return.

Given this was both a present and a full price item it was not acceptable to me to accept this and requested an urgent exchange.

Someone contacted me later and said in essence:

“I completely understand what you mean but it’s just the box and you can’t say if it’s faulty or not”

To then discuss further I needed to create an EE account which to be honest feels ridiculous but I did this to get it resolved,

Even after going through the hassle of creating an account the answer was the same so I asked for it to be escalated as I needed a solution for Friday.

A few hours later a manager called me and said that they wouldn’t do anything “as it’s just the box and you can’t say whether it’s broken or not” — despite it looking like it’s been returned/thrown around.

After getting no where with the manager who kept saying it’s DPD that deliver them not EE (although she accepted they contracted DPD not me) she said “I can’t do this but I’ll escalate to the executive team”.

I then spoke to someone in the “executive team” who was incredibly unhelpful and in summary said:

“I can only apologise” to the point it was a platitude as there’s many things that could be done
“This is our process” - so in essence “accept a product that has been kicked around a room that you’d be embarrassed to gift”
“We won’t do anything else so if unhappy speak to our legal team”

So in summary, I’d avoid as:

1) products are delivered with no packaging
2) you have to accept the state they arrive in regardless of whether bashed or not
3) if you don’t like that you have to speak to their lawyers (feels a bit confrontational and unreasonable)

The only way to in prove is retrain some of the staff in the shop in St davids shopping center. I in shop for one hour half of that was because the manager while he served other customers and when I asked him why his answers was you are on phone to customer service. I told him I given a link to call while in the shop customer very helpful if the shop staff as good. My advice to any ee customers do it on line not the shop straight taking and Bull???

What is the point of the EE shop. You can't even close an account. The girl at the Ashington shop couldn't even be bothered to look up from having her head on her hands. Very poor customer service. I really felt like I was disturbing her

Visited high Wycombe and the team were very helpful and knowledgeable.

I went into the Trowbridge store to get 2 new phones and pay monthly sims, 1 for me and 1 for my husband. During this appointment, I was helped by Kieran, he set up the account for me and talked us into joining them for broadband. He was helpful and this was fine, no problem. They needed to order one of the phones in as they didn't have one in store, and he told me there was a system issue on the second phone that he needed to sort. Kieran said he would sort this issue and I could collect both phones 2 days later, no problem! I came back on this day to be told I could only take one phone as he hadn't yet been able to sort the system issue with the second phone but he would get it resolved. I was a little frustrated but said no problem and that I would be back on Saturday to collect. Saturday comes and again Kieran tells me there is a system issue and they would phone their internal team right now to sort it (despite telling me they were going to sort it before I arrived). 2 hours later, I get fed up of waiting, so say I will come back the following week to collect the phone, by which time Kieran will have been able to sort the mysterious system issue. The following week I tried calling the store many times but every time I called I would get cut off. I ended up going back into store another 4 times and every time was told that I couldn't have the other phone because of this system issue. Kieran gave me his work mobile number as I couldn't get through to the store number but I called and left messages and never got a response. At no point during this period did anyone communicate what the actual issue was. I tried to phone the central helpline for information and all they could tell me was that the store hadn't ordered the second phone. On the final visit they finally were honest and told me something had gone wrong when they set up the contracts and I had to wait 3 months to get the second phone. This was unacceptable. I asked to cancel both phones and the broadband as the level of customer service was so poor. They told me the broadband would be switched off 2 weeks later, but lo and behold, they did not do as they said they would, 2 weeks later my broadband wasn't turned off. When I phoned the central helpline to check when the broadband was being cancelled I was informed that they hadn't cancelled it at all (conveniently I was now no longer in my cooling off period). This whole episode was an absolute nightmare and waste of my time - I had to drive 25 minutes each way to get to the store, 7 times, all because they never contacted me when they said they would, the store phones don't work and they wouldnt be honest about what had happened. If I could give a negative score I would, because it is absolutely atrocious how poorly they behaved. Save yourself the hassle, do not go to EE!

Very rude staff...had my samsung galaxy z fold 5 sent to get replaced the 2 screen protectors... it came back,,, not repaired,,, they said I had rejected the quote.....The problem to me is that I have not been given any quote.... then. When I picked up my phone in the shop, I saw that there had been a quote for replacing the screen. ......but the is nothing wrong with the screen, only the screen protectors....and the staff were extremely rude... not helpful at all... this is the last time I have used this EE shop in High wycombe

Went to ee in Wolverhampton. Today the girl serving me was very unhelpful and rushing me through things i had other things to ask her but I didn’t as shr seemed in a hurry even tho there was only 2 other customers in there already getting served. I suppose she wanted to get back with her friends to finish gossiping she couldn’t get away fast enough . So iv very unhappy with it . Il stick to ee in bilston. There brilliant

My wife and I both wanted to upgrade our iPhones to iPhone 16s.
Walked into the shop with 4 staff and zero customers.
Said they were all awaiting appointments and I’ll get a text in about 30 mins and we will be “walk in customers”
We then killed some time and of course spent some money before our text arrived.
We excitedly returned…..
….after maybe 15-20 mins I was almost sorted, with my wife waiting patiently for her turn.
Kieran went to collect my new iPhone 16 @ £55pm for two years…
Came back and put my phone in his back pocket and without a word to my wife and I, proceeded to start serving a different customer.
My wife and I exchanged a look of contempt but smiled at each other. By the third customer he started serving I was fuming, by the fourth it had broke the camels back (each customer he served was only several mins at a time tbh)
When Senior tech advisor Kieron came back without an apologetic word, I told him in a calm voice that “you should never leave a customer you are serving, to serve another. He actually laughed and made the noises of a cowboy with pistols….pshh, pshh, pshh, pshh “it’s ok, I’m quick”
I was gobsmacked! A moment later my wife asked if I wanted to leave as she knew how upset and angry this lvl of disrespect would affect me.
We got up, walked out and after 10 years with EE are now seeking a new provider.
Absolute shambles of a staff member with zero people skills. Proper upset us and literally ruined an otherwise wonderful day!
Shame on EE Newport Isle of Wight, especially Kieron.

Huge shout out to Tom at the Truro branch , we had our phone hacked and he spent an hour and a half sorting it all out for us and getting us up and running with a new Sim . He was just so helpful , knowledgable and calm . 10 Star review Tom and a huge thank you

Lewis in the EE Twickenham branch gave me very good advice when I needed to upgrade my phone. He was extremely helpful and patient in transferring everything to my new phone. He was able to answer all my questions and was most reassuring.

The guide Hana was rude and so was their manager. I requested to top up my data for 1 month unlimited. Hana said this was possible with 35 pounds. but upon realising this was not the case instead she topped up my account 10pounds now and 25 pounds later. No apology she just said I should just take it like this and so did the manager. They forced me to take a different product than I requested this is unfair. They were unknowledgeable about the products before hand

On the advice of a EE rep over the phone I travelled a rather long way to the Reading store where I expected a simple transaction to get a replacement sim to happen.
Instead I was shouted at by the store manager to the point passes by were looking over, who told me he did not care if I had an epileptic fit if I went into the store, He refused to serve me unless I put myself in a position to become ill.
I have never encountered such a diabolical attitude towards my medical condition, nor have I met a ruder, nastier person than David the store manager.
He also serious breeched the 2010 Equality Act

Pre-ordered a Nintendo Switch 2 from what I believed to be a reliable and reputable firm, 2 months prior to release. Release date came and went, delivery just showed as delayed and hadn't even been dispatched. Despite others receiving there's on release day from numerous other companies. Rang and spoke to staff numerous times who weren't able to offer any real assistance, just getting through to customer support was a joke in itself considering they're supposed to be a communications company. In the end 3 days after the date I should of received it (still not dispatched with no date) I cancelled the order had my money back (that they'd also had for 2 months) and got it from another retailer. Very disappointed at the poor service I received especially as it was for my son's 10th birthday, that's all he'd asked for, for months. Avoid, too unreliable.

Loyal EE customer for 8 years.
Having problems with my Pixel 6 so went to the store. Was told the Pixel 9 pro is the natural successor. Purchased one on contract and it is awful!! Icons in top corners of screen cannot be clicked for some reason. (Probably due to the miniscule screen size)
Keyboard regularly fails to appear when I attempt to reply to a message or type in the search bar. I could go on but it is just terrible.
Called EE and was told firmly that I am stuck with it until my contract ends...in 3 years. Think it may get smashed to smithereens before then.
My advice...buy a different phone!!!

The EE shop in Leek in our view and experience cannot be trusted.
We can say this without fear of recrimination. The reason? Ones greatest defence in law is the truth.
The reason for the above statement is as follows-
My partner went to upgrade her phone in doing so she was then told she could have a different contract that would give her greater minutes and be much less. She agreed.
On returning home the contract had additions to it. Namely that a new router was arriving and we now would have a new landline number.
It turned out the we lost our landline and our number and being moved to digital.
My medical condition necessitated that I had constant contact with two hospitals.
My partner was not told she was also signing to be switched. Nether was she asked if there was a medical issue at home.
The contract had a cooling off clause.
We went back the following week to trigger this. To our dismay we we told sorry its been implemented by mistake and nothing could be done.
The result of this was my GP had to take over my hospital calls for when they tried to call me the message they got said the number was not recognised. As a result I missed vital treatment as they thought i had moved without notifying them.
For six weeks we went through hell.
The reason being we demanded to be returned. The end result we got our number back but unable have the copper line back inspired of the fact that if cut the power went so would the phone also I could not have my answerphone where I was easy to check if I had calls. It had to be by the router which was well out of the way.
They didn't charge us for the sixweek we were off ??.
Basically the shop at Leek were more interested in any inducement for switching people and completely disregard any important protocols e.g. medical issues.
Any premises that allows this malpractice needs to be highlighted.
Besides the sharp practice the disregard for checking for health issues, which they are obliged to do as it could cast lives is no small matter.