EE Shop Reviews 260

Been an EE customer for some years now, always got great service, knowledgeable staff, easy upgrades, great network coverage; in all no complaints at all.
Until trying to upgrade in February.
Was told because I have Broadband with BT I could also regrade that for a couple of pounds cheaper (BT and EE being the same now though still no idea how this actually works)
Paperwork is not paperwork anymore. Everything I had to read through and sign was either text or emailed to me. Pages and pages of this on a small screen, scrolling left and right to try and read it all, I mean this is a joke!
Broadband 'sorted' I then went through the same kind of process to upgrade my phone.
Spent over an hour in the shop doing what used to take approx. 20 minutes.
Then, was bombarded with emails about my broadband, one of which said I needed to pay nearly £300 termination fee for my current service. I had been told repeatedly I would not incur ANY extra charges.
Back to the shop to stop the broadband going ahead which was 'sorted' by a great chap, so was confident all would be ok. We even spoke to BT/EE on his phone and I was reassured about the new broadband package I would be getting, no need for a new router and definitely no termination fees.
More emails followed, all about my 'Business router' that would be delivered. And lo and behold it was. Along with emails telling me to send my current equipment back to BT or be charged.
Complied with this as accepted maybe I did have to have a new router after all, and had spent so much time sorting it all out already, I didn't have time to go back to the shop.
Had to go back to the shop for the third time to pick up my phone. However, the staff and managers had no record of my phone and told me I had cancelled my order. Which I hadn't.
Eventually, after lots of searching through their info and phone calls to whoever they phoned, they found my phone in the back but I couldn't have it because I didn't have any ID with me.
Tearing my hair out at this point.
Returned for 4th visit to pick up my phone.
New router arrived (Business Smart Hub 3??) Set it up and it's nowhere near as good as my previous router with Wi-Fi disk to boost connection.
Rang BT as couldn't spare more time off work going to EE shop. Only to find, astoundingly, they have no record of my order. As far as they were concerned I was no longer a customer of theirs and my broadband was due to be cut off in the next few weeks!
Thankfully, the woman I spoke to was great. Took some time but she sorted the whole sorry mess out and sorted out the correct broadband package which is due to be delivered and set up in a couple of weeks.
Had an email today telling me I have to pay £18 termination fee for the Business router which I will have to phone up about again.
Really disappointed in how EE have overcomplicated everything to the point of incompetence with none of the staff and even the managers not being able to do what they should be doing, ie: upgrading a phone. Forget about the broadband stuff, they clearly are not trained properly enough to know what they're doing.
Time consuming and frustrating to the max.

My wife Mary needed to get her phone sorted, well I went on to the web and, after reading so many negative reviews, I was dreading our visit to the Cheltenham branch this morning. We were served by a young man, and all I can say is that we need more people like him. His name was Joe, and so very polite and helpful to two golden oldies. After reading the reviews, I expected the worst, but we got the best, he was brilliant, and a credit to EE, and I would recommend Joe and the EE shop in Cheltenham to anyone. Thank you very much Joe.

Hello, I recently upgraded (long overdue) my mobile within your store.
The assistants were fabulous! Much better service than I used to experience, hence waiting so long to upgrade!
Max and Mya? Sorry, forgot the young girls name. It was her who actually upgraded the mobile. She kept me informed with what she was doing, kept me calm when I started panicking in case I had to change number etc... the 1st time I came in concerning issues with old mobile, I had my sisters cockerpoo who sat on my lap throughout the chat. She got a lot of fuss and was on her best behaviour. Thanks for that, she loved meeting you all. It was an extremely pleasant experience changing my phone and I am very grateful to all staff who assisted.

Stay well away from ee store in bullring Birmingham. Bunch of scammers. If you don’t want to get scammed don’t walk in to this store.

I cannot thank the team at the Shrewsbury shop enough for their amazing help over the last week. Especially to Chris Kieran and Ian. So kind and mega patient.

I am deeply disappointed with the service I received from EE, specifically at the Chelmsford store. The experience has been nothing short of a nightmare due to a critical mistake made by one of your store representatives.

Here’s what happened: I traded in my device, an iPhone 15 Pro Max, but the store representative incorrectly updated the trade-in details to an iPhone 13 Pro Max. This error caused a cascade of issues that disrupted my finances, wasted my time, and left me questioning why I ever trusted EE with my business.

First, the incorrect trade-in details delayed the process of receiving the trade-in kit. This forced me to visit the store multiple times to rectify their mistake—an inconvenience that could have been avoided if the staff had been more competent.

Second, even though I paid for the trade-in at the store, I later received an additional bill of £540, stating that EE hadn’t received my device. This was despite receiving a confirmation message from EE that my device had been successfully received! The lack of coordination between your teams is appalling and reflects poorly on your internal systems.

Third, as if this wasn’t enough, my account was locked due to this billing issue. This forced me to pay £400 manually just to reactivate my account and regain access to my plan—a financial burden caused entirely by EE’s mistake. Despite raising this issue with your customer service team and explaining the impact on my finances, I was told that the credit of £440 would only be applied to next month’s bill instead of this month’s bill when I needed it most.

To make matters worse, I was promised a call from your Trade-In team to resolve this issue, but no one ever contacted me. Instead, I received a message stating that my complaint had been closed without any resolution or update. This lack of communication and accountability is unacceptable for a company of EE’s size and reputation.

The extent of trouble I had to endure due to one employee’s mistake is beyond frustrating. From multiple store visits to financial strain and disrupted services, this experience has been a complete disaster. I feel like I made a serious mistake in trusting EE and choosing your services over other providers.

I went to Wisbech EE this morning and walked in the open door. 3 staff were sprawled over the desk…it was 8.58 am…2 minutes early. Many other shops open. I was told in no uncertain terms that they were closed and I should get out….remember the door was open and I was in the shop.!!! No….please madam, sit down and we will be with you in a couple of minutes. I am 74 ! I stood outside and then Tom came out with a big smile and said Good Morning as if he had never seen me in my life. Customer care and I was a business owner in the town, before I retired, marks zero. They will lose me as a customer and I was appalled. My BP went sky high….an absolutely rubbish start to the day and I will certainly spread the dreadful word. The kids didn’t care😢😢😢

Visited EE shop at Fosse Park Leicester was served by a lovely chap called Ravi, he was so helpful, professional and well informed. He was able to answer all our questions and was very thorough.
Thanks Ravi

Went in the Boston EE shop today to get the wife's sim unlocked due to lack of use and the guy in the shop wasn't particularly helpful. He gave me a EE number to call which I did when I got home and I got it sorted in about 5 minutes. Why couldn't he do it from the shop? Because they are only interested in selling products and not helping when there's no reward for them? That's what I believe.

Be careful when starting a new contract with these as they hide what they are actually giving you, just so they get more money commission.
I asked for a personal account and the girl I saw opened me a business account.

BE VERY CAREFUL OF THIS CON

JOE B,what a pleasant young man,very helpful,if I could give more stars I would ,sorted out bill problem ,I won't be dealing with anyone else except JOE B,thank you for helping me,

I had a terrible experience with Samsung repair at EE. From the very first minute, the female advisor was rude and not involved to help. When I questioned the repair cost, she rudely disregarded the original quote provided by Samsung Repair and called her team leader, who was even more unprofessional. He aggressively interrupted me while I was talking in polite way, he used different tactics to reject my appointment and even lied about an additional repair to my screen replacement, claiming that the back surface would cost £20, something that was completely untrue, as the actual price was much lower on their website.

The estimated repair time for a screen replacement at this shop is around two hours. I hoped to have my phone until the end of the day. However, the team leader flat-out refused to check with the technician and insisted it would take 2 hours or maybe several days. Even after I explained that I had driven 40 miles to get the repair done on the same day, he sarcastically said he wouldn’t do me the "favour" of even asking. His attitude was dismissive, unhelpful, and outright disrespectful.

To make matters worse, as I was leaving, I overheard the staff laughing at me behind my back. This kind of behaviour is completely unacceptable for anyone working in customer service. I strongly advise others to avoid this place if they value honesty, professionalism, and basic respect

Looking at all the reviews on here was really shocked as the service I received in the broadway shop in Bradford was 100 per cent customer care were really helpful polite and courteous was really happy with the service

Worst staff incredibly rude,poor customer service sit in the store like it's there home in front of the TV and disappearing to back exit to smoke instead of attending to the public a bunch of bullies. Condescending looks and body language outrageous they are employed to serve the public will never visit the Edmonton Green store again.

I had issue with my network access and data roaming. Went to the Enfield EE Store. Thankfully Angela from the store helped to fix my issue with the support of EE customer service.

Surly, negative, unhelpful, ageist, ignorant and uninformative. Never answer the phone and huge queues when you turn up. Horrible experience with uncaring, untrained and utterly uninterested people.

I would like to extend my gratitude to Abdul at the Trafford Centre EE store for the exceptional service he provided. Abdul was incredibly professional, friendly, and approachable throughout the process of helping me with my broadband needs. He took the time to thoroughly explain everything in a way that was easy to understand, ensuring I felt confident with the decisions I was making. His patience and clarity made the experience smooth and stress-free. Employees like Abdul truly elevate customer service standards, and I highly recommend him to anyone needing assistance. Thank you, Abdul, for your outstanding support!

I purchased a TV on the black Friday sale, like many TV shops, they offer quick delivery. The website claims 3 day delivery. But not timed.

The price was too good so I purchased the TV for an upcoming family event, it would've been nice to have it up for.

That was 2 weeks ago, I still have no TV. The customer service is only on email and the take 24+ hours to respond.
I'm certain the people responding were trying to troll me.

Hands down the most stressful customer experience I've ever had.

If you can...please purchase at any other replace. They are absolute cow boys here. Shocking for such a huge company.

My locally electronics store can even do timed delivery wtf.

EE will only deal with your issue when you contact PayPal with a dispute at that point PayPal step in and delay the purchase fees. So EE will only step up to the plate when they are losing/lost money, they don't care if your gear works or not. Always buy with a CC or PayPal. EE are useless.