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Wrong item sent by bt shop

Edunbar — Fri, 25 Aug 2023 12:56:23 GMT

Hi,

I ordered wifi extender disk from bt shop. Unfortunately the shop sent me a wrong item: another Smart Hub2 that I already have installed. I don't seem to find means of contacting the shop to report the problem and get the item replaced. Please help if you can. Thank you. Elka

Re: Wrong item sent by bt shop

Keith_Beddoe — Fri, 25 Aug 2023 13:12:53 GMT

@Edunbar

They can be contacted by email at enquire-btshop@bt.com or via live chat at shop.bt.com/help.

Its now called the EE Shop.

Re: Wrong item sent by bt shop

Edunbar — Fri, 25 Aug 2023 13:27:27 GMT

Hi Keith, Thank you for your quick response. Unfortunately the chart didn't help as it is an ee shop. They don't deal with the btshop issues.

Re: Wrong item sent by bt shop

Edunbar — Fri, 25 Aug 2023 13:36:18 GMT

Hi Keith, Thank you for your quick response. Unfortunately the chart didn't help as it is an ee shop. They don't deal with the btshop issues.

Re: Wrong item sent by bt shop

NeilO — Fri, 25 Aug 2023 13:55:03 GMT

@Edunbar The BT Shop was rebranded and is now called the EE store, they are the same. When did you purchase the extender disc as the rebrand happened in mid-July?

Thanks

Neil

Re: Wrong item sent by bt shop

Anonymous — Fri, 25 Aug 2023 13:57:37 GMT

Try the online returns process:

https://store.ee.co.uk/help/returns-and-refunds/how-do-i-arrange-a-return/

Re: Wrong item sent by bt shop

Edunbar — Fri, 25 Aug 2023 15:00:25 GMT

Thank you. I placed my order this week, on the 22nd of August. However the chart online suggested that ee shop is nothing to do with bt orders online

Re: Wrong item sent by bt shop

NeilO — Fri, 25 Aug 2023 15:28:24 GMT

Hi, @Edunbar it sounds like your order was placed as part of your broadband plan rather than through the EE store/BT Shop. I'll send you a private message so you can get in touch with your details, we can look at your BT account and figure this out.

Thanks

Neil