Reviews of BT Shop show a clear pattern: many customers find the site easy to use, with competitive prices and prompt delivery in numerous cases. However, recurring complaints concern order cancellations, slow or unclear customer service and problems resolving returns or refunds. For prospective buyers: check the delivery estimates and save order confirmations and payment receipts; consider using buyer protections (for example PayPal) if available. If you rely on quick resolution for faults or returns, be aware that some reviewers experienced delays in communication and escalations.
Examples from available reviews (Mar 2022 – Feb 2026).
Ordering straightforward with prompt delivery and competitive pricing.
“Ordering a product from the EE Store website was straightforward”
Order was cancelled without notification and refund process was delayed.
“my order was cancelled without any notification.”
Received faulty TV and struggled to get a timely return or refund from EE.
“So still waiting to hear from them so I can return an item that I was sold that doesn't work.”
Item not received and email responses were excessively slow and unhelpful.
“Still yet to receive my item.”
Service experiences are mixed: many customers report smooth ordering and helpful staff, while a notable minority describe cancellations, transfers and slow issue resolution.
Pricing is frequently praised: reviewers highlight competitive or lower prices and occasional freebies, though a few cite missed price‑match opportunities.
Ordering, tracking and delivery receive both praise and criticism: several customers report easy checkout and fast delivery, others report delays and slow refunds.
Product condition is generally positive: many report items arriving in good condition, but a minority report faulty or damaged goods requiring returns.
Communications vary: some customers get timely emails and texts with tracking, while others report no notification, slow email replies or limited contact options.
Overall impressions are mixed: many reviewers describe satisfying purchases and prompt delivery, while a substantial group reports troubling customer‑service and return experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (1) · Quotes shortened · As of: February 2026
Store staff acted unprofessionally and sold unsuitable products.
“the store manager attempted to fix it by brutalising it with a screwdriver”
Parcel marked as signed but wrongly delivered; long delays resolving it.
“DHL then posted a photo of my package on a windowsill that was not a window on my house.”
Received TV with broken screen and experienced very poor customer service.
“They sent a television with a broken screen .”
Pre-ordered game arrived four days late; reviewer won't order again.
“Ended up coming 4 days after.”
Purchase was straightforward and PayPal accepted, though many larger drives were out of stock.
“Bought hard drives for nas was straightforward and glad could use PayPal”
Good price offer with free delivery.
“Great price offer & free delivery.”
Was sold an OEM drive without warranty and faced poor returns and contact processes.
“the drive was an OEM model, meaning there’s no manufacturer’s warranty”
Products reasonably priced, easy ordering and quick delivery.
“reasonably priced, easy to order, and quick delivery”
Poor communication and delivery inflexibility caused a very negative experience.
“Awful communication I couldn’t find any proper number related to my inquiry.”
Bought a television that was faulty and now awaiting collection and credit.
“I have a faulty television and waiting for a date when they will collect and then offer a credit”
Phone had software issues affecting contacts and display, offered replacement or update.
“there was a software issue with some of these handsets”
Received a used, non‑working Apple pen and EE failed to provide a refund.
“I was sold a ‘dud’, am £80 out of pocket and no-one will help.”
Order delayed, cancellation ignored, and dispatch was significantly late.
“Said Delivery 1-3 days, didn’t arrive so I put in a cancellation request which was ignored”
Very happy with TV purchase and smooth delivery at a great price.
“Very happy with my new TV.”
Toshiba TV arrived on time in great condition with easy setup.
“Arrived on time and delivered in great condition.”
Ordering was seamless and headphones were delivered as promised.
“The whole process was seamless and the headphones that I ordered arrived when promised.”
Received a lower‑spec tablet than advertised despite good condition.
“The item I received has 3Gb of RAM and 32Gb of inbuilt storage.”
TV order long overdue despite promised 2–3 day delivery.
“over a full week has now passed and still no sign of the tv.”
Headphones arrived quickly in excellent condition with great noise cancelling.
“They arrived after a few days in excellent as described condition.”
Bought a used phone sold as new and faced slow support for returns.
“bought used as new phone from them.”
Kept informed from order to delivery with competitive pricing.
“Very competitive pricing and good service.”
Great price and fast delivery resulted in an excellent experience.
“Excellent Great price Fast delivery”
Order was cancelled without notification and refund process was delayed.
“my order was cancelled without any notification.”
Item not received and email responses were excessively slow and unhelpful.
“Still yet to receive my item.”
Delivery took multiple days rather than next‑day as expected.
“I don't understand how EE take multiple days.”
Cheaper than competitors with speedy next‑day delivery.
“Cheaper than rivals. Speedy, next day delivery”
Ordering straightforward with prompt delivery and competitive pricing.
“Ordering a product from the EE Store website was straightforward”
Reviewer strongly advises avoiding EE.
“Don’t go anywhere near EE”
Found products cool, great value and excellent service.
“great value and excellent service”
Product matched expectations and reviewer is eager to use it.
“Just the right thing I was looking for”
Ordering was easy, delivery prompt, item packaged well and free.
“The bonus was that it was all free.”
BT and EE service was great and package arrived quickly.
“Great service from BT and EE package arrived quickly thank you”
Products good value, but order arrived split across two vans earlier than expected.
“would be 5 star but my order came at the same time in two different vans”
Received faulty TV and struggled to get a timely return or refund from EE.
“So still waiting to hear from them so I can return an item that I was sold that doesn't work.”
Reviewer had a good experience with no problems.
“Good experience no problems”
Customer service unresponsive and order whereabouts unknown.
“Customer service team not exist!Nobody can tell me where my order is.”
Price dropped significantly after purchase; couldn't get price match otherwise good.
“Good price reduction on speakers but after I ordered price was halved”
Damaged item delivered and slow, unresolved customer service response.
“Damaged item delivered, no number to call.”
Purchase was easy and reviewer hopes product will work well.
“Ease of purchase and hope product works well for some time”
Received good information before installation.
“Good info leading up to instalation.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
BT Shop is the online retail arm associated with BT Group in the UK, offering consumer electronics, mobile devices and related accessories from major manufacturers. The site is commonly used by BT and EE customers to buy devices, add-ons and broadband-related hardware. People searching reviews typically look for feedback on pricing, delivery and after-sales handling.