EE Shop Reviews 

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.

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.