topic Re: I ordered my phone but haven’t got a delivery number or dpd tracking no in Archived Posts

I ordered my phone but haven’t got a delivery number or dpd tracking no

IMD — Fri, 20 Sep 2019 08:30:18 GMT

having pre ordered iphone 11 pro max on 14th sept I still haven't received confirmation email for order number (nothing in spam) phoned CS four times now been told order is okay and will receive order today 20th sept, but still no DPD email or text called CS this morning and was switched to three different people and was told have to wait till end of day as DPD haven't collected phone yet, feel I'm getting the run around as no one can give me tracking details or order number so I can track myself.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

MD91 — Fri, 20 Sep 2019 08:34:59 GMT

Having this same issue too - I spoke to CS multiple times, they confirmed it would arrive for today (20th Sept) I called again this morning to say I've not received a text/email and that on my account online it still says awaiting confirmation.

I was told space grey is popular and that every year EE have the same issue with Apple iPhone where they oversell quantities and then customers have to wait 7-14 days for delivery.

For a network that is meant to be number 1 for 5 years running, you'd expect better stock and process management to alleviate delivery issues. My concern now, is that the CS agent I spoke to when I ordered the phone was more concerned with getting the upgrade sale than delivery reliable customer service.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Leanne_T — Fri, 20 Sep 2019 11:30:51 GMT

Hi there @IMD @MD91

Thanks for coming to the community.

What device variant have you both ordered?

Speak soon.

Leanne.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

MD91 — Fri, 20 Sep 2019 11:35:33 GMT

I have ordered the iPhone 11 Pro Max 64GB Spacey Grey.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Leanne_T — Fri, 20 Sep 2019 11:50:29 GMT

Hi @MD91

Thanks for coming back to me.

The delivery timescale may vary though depending on which colour and size variant you purchased.

DPD will contact you the day before delivery, by 8pm to let you know to expect a delivery the following day.

Leanne.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

MD91 — Fri, 20 Sep 2019 11:53:42 GMT

I appreciate the response, but this is still unhelpful. I was told quite specifically by CS it would arrive today. I wouldn't even mind if you were able to tell me tomorrow, or Monday, or even Tuesday. But I need someone to be in my home to sign for this parcel, and "sometime in the future" is not really good enough for what is meant to be the number 1 mobile network provider....

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Leanne_T — Fri, 20 Sep 2019 12:09:15 GMT

Hi there @MD91

When your phone is on its way to you, you will receive a text from DPD before 8pm to let you know to expect a delivery the following day.

Within the text there's also an option to arrange a different delivery date and time that works for you.

Leanne 🙂

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Fb3001 — Fri, 20 Sep 2019 12:13:46 GMT

I’m in the exact same situation and it seems a fair few others are too. Having pre ordered the 11 Pro Max and being told on the phone by an EE advisor that it would be next day delivery, I have heard absolutely nothing from either EE or DPD regarding the dispatch of my device. When approaching their customer service team on the web chat about thus, all I have been advised to do was wait.. this simply isn’t good enough.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Alaa1 — Fri, 20 Sep 2019 12:21:27 GMT

Having the same problem. I ordered 2 iPhone 11 pro Max on Sunday and was told specifically that I will receive it on Friday. And I havnt got any delivery updates. Costumer service now says it can take up to 14 days from order date. Not acceptable! I would of done the upgrade in store and gone to pick up the phone today!

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

IMD — Fri, 20 Sep 2019 12:45:46 GMT

iPhone 11 Pro Max 64GB Spacey Grey. and was assured on the 14th that I was guaranteed delivery today 20th September

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Leanne_T — Fri, 20 Sep 2019 14:22:14 GMT

Hi Everyone.

Thanks for posting.

The delivery timescale may vary depending on which colour and size variant you ordered.

When your phone is on its way to you, you will receive a text from DPD before 8pm to let you know to expect a delivery the following day.

If you would like your order looked into give us a call on 150, they will be able to check your order and give you an update and also let you know which variants are available for a quicker delivery if you would like this looked into

Leanne.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

Fb3001 — Fri, 20 Sep 2019 18:02:08 GMT

This is honestly the WORST service I have experienced from EE. I have had the same experience as everyone else on here. Why take preorders if you can’t fulfill the customer’s expectations on launch day? I was told by an advisor when I took the contract out that I would receive the device ‘next working day’ after the product has launched.

After speaking to two advisors on live chats, one on twitter, then one advisor over the phone, i’m Told I won’t receive the iPhone for up until 14 DAYS. Being told it’s a ‘first come first serve’ basis simply isn’t good enough. Surely all your preorders take priority? But you sure have the same iPhones in store to sell instead though? Absolutely furious as I now have no phone for up to two weeks.

Re: I ordered my phone but haven’t got a delivery number or dpd tracking no

James_B — Sat, 21 Sep 2019 07:49:35 GMT

Hi @Fb3001,

I'm sorry to hear there wasn't enough stock available to fulfil your order on launch day.

We send out devices in the order they were purchased, whether this was online, in store, or over the phone.

The delivery timescale may vary depending on which colour and size variant you purchased.

If you wish to switch to a more readily available model/colour then please get in touch with our Customer Care Team.

Thanks

James