topic Re: Missing order number in Orders

Missing order number

VV78 — Tue, 06 Sep 2022 22:42:05 GMT

I upgrade 3 handsets on Saturday, mine and my kids’, with an estimated delivery date of Monday 5th. No sign of the handsets yet or contact from DPD as per the confirmation emails. I can’t track the order as I don’t have an order number on any of the emails about the handset. Is there any other way to track what’s happening? I spent 45 minutes trying to get through on 150 today and gave up in the end.

Re: Missing order number

gavin29 — Tue, 06 Sep 2022 22:43:50 GMT

Call first thing as soon as they open that's when it's best to get through to them

Re: Missing order number

gavin29 — Tue, 06 Sep 2022 22:45:52 GMT

It seems like the phone you have ordered are not in stock I had this problem before

Re: Missing order number

Chris_B — Wed, 07 Sep 2022 04:39:34 GMT

@gavin29 What phones is that then are there is no mention of device type.

Re: Missing order number

gavin29 — Wed, 07 Sep 2022 08:52:00 GMT

It happened a while ago to Ms so wouldn't be handset's you have ordered

Re: Missing order number

Leanne_T — Wed, 07 Sep 2022 08:57:57 GMT

Hi @VV78

Thanks for coming here.

What model phones, including size and colour have you ordered?

Leanne 🙂

Re: Missing order number

VV78 — Thu, 08 Sep 2022 06:27:50 GMT

Finally managed to speak to someone yesterday. The phones are being held by DPD who claim they attempted delivery - they didn’t as someone has been home for three days waiting. DPD didn’t contact me before and no card was left. I can’t amend delivery with DPD and they keep delaying when I can pick them up, which apparently is now down to me. Have emailed customer services rep today that I finally managed to get through to on the phone but if she can’t resolve this today I’ll go to my local branch and if they can’t sort it out I’ll take my three contract ( mine and kids) to a provider that actually want to help.

Re: Missing order number

Christopher_G — Thu, 08 Sep 2022 08:53:40 GMT

Hi @VV78

How are you getting on? Have you managed to get sorted?

Chris

Re: Missing order number

VV78 — Thu, 08 Sep 2022 09:07:49 GMT

Nope. No response to my email to your colleague in customer services and I can’t get anywhere with DPD. No option to change delivery just telling me they are being held at a depot and then due to be delivered to a shop somewhere for me to pick up tomorrow, although yesterday they said they would be available to pick up today. If I can’t resolve today I’m just going to cancel. It shouldn’t be this hard to get a delivery and issue resolved.

Re: Missing order number

Christopher_G — Thu, 08 Sep 2022 09:12:45 GMT

The delivery is usually pretty straight forward, @VV78.

If the delivery fails, DPD usually try again the following day. What was the problem? Was it the wrong address or something?

Chris

Re: Missing order number

VV78 — Thu, 08 Sep 2022 09:25:04 GMT

They said they attempted delivery but they didn’t. I didn’t get a pre delivery message and my husband was home all day Mon-Wed and nobody attempted delivery. They’ve held them at their depot since and are planning on sending them a shop a couple of miles away that I can collect from apparently.

Re: Missing order number

Christopher_G — Thu, 08 Sep 2022 14:28:40 GMT

Will you be able to collect it, @VV78?

Have you spoken with DPD about why they couldn't deliver?

Chris

Re: Missing order number

VV78 — Thu, 08 Sep 2022 15:07:49 GMT

I’m not able to contact them. When I try it just keeps sending me back to the tracking page telling me the order is being held and it won’t let me make any amendments to the delivery eh re deliver as it says only the sender can make changes. I’m stuck. Your customer services couldn’t help and DPD can’t help so I’ve got three brand new phones I can’t access. I can go to pick them up but they’ve pushed the day back again so how many times do I wait for that to happen? I really don’t know what to do.

Re: Missing order number

James_B — Thu, 08 Sep 2022 16:02:59 GMT

Hi @VV78,

Did you ask for you order to be delivered to your home address or an EE Store? What is the current status of your parcel on the DPD app?

James

Re: Missing order number

VV78 — Thu, 08 Sep 2022 16:11:14 GMT

It was meant to be delivered to my home address. Currently DPD are still saying the 3 parcels are being held at their Birmingham depot and due to be delivered to a parcel shop tomorrow and I’ll get a parcel pass to pick them up once they are there. It said this yesterday too (yesterday they were going to be there today)

Re: Missing order number

VV78 — Thu, 08 Sep 2022 16:19:27 GMT

I spoke to Naemah in customer services yesterday and was expecting to hear from her today but she hasn’t emailed me back

[Mod edit: Please don't post the full name of staff members in this public forum. Thanks]

Re: Missing order number

James_B — Thu, 08 Sep 2022 16:36:57 GMT

Hi @VV78,

Our online chat team will be happy to check for any updates for you. You can start a chat at Contact us | Get in touch for help and support | EE.

Hope this helps.

James

Re: Missing order number

VV78 — Thu, 08 Sep 2022 16:50:52 GMT

Which of the options do you suggest I use to speak to someone? Most of them appear to send me through to messaging or to call and I spent an hour talking to customer service yesterday and several more on hold at various points over three days.

I don’t understand how this is so difficult to resolve and why it’s so hard to speak to a person. Can I get this resolved if I go to a branch?

Re: Missing order number

James_B — Thu, 08 Sep 2022 17:00:14 GMT

Hi @VV78,

Please select the Account and billing option.

Thanks

James