topic Re: Complaint with shipping in Orders

Complaint with shipping

Lane90 — Sat, 18 Feb 2023 16:22:44 GMT

So I'm very close to losing faith with EE.
I paid for the special delivery of my new handset. However, while waiting to receive it. DPD (who are the courier) claim the driver: 'couldn't locate the parcel' when he was outside my place. I got a note saying that my delivery couldn't be made as: 'The driver couldn't find my address. So when I spoke to DPD they said that if it is found it'll be delivered PROVIDING the drivers shift isn't over. When I phoned up EE to see if they could help cause the driver described the package perfectly in his note (that he couldn't find), I was told that I had to wait 3 days after point of sale, then phone up and fill out a form. I just want my handset. I paid £10 for this to be specially delivered and this happened. Surely there's something EE can do?

Re: Complaint with shipping

Chris_B — Sat, 18 Feb 2023 16:30:48 GMT

@Lane90 What can EE do your device is with DPD. EE can not send you another device as this one is already registered to your account.

If after these 3 days you do not have your device then an investigation has to commence about this. This will obviously have to be concluded before any thing further can happen ie a new device sent out

Re: Complaint with shipping

Northerner — Sat, 18 Feb 2023 22:42:10 GMT

Hi @Lane90

That excuse is normally becase you're a late delivery slot and the DPD driver has given up for the day, or the you are delivery + 100 , again the chances of your delivery are slim as the driver has given up by then.

They normally try again the next day and you'll receive an early delivery time and your package will be a lower delivery number. You're guaranteed to receive your package.

DPD are rubbish but when you work out their delivery pattern you'll now if your delivery is coming or not. You can also track them real time via the web or DPD app.

Thanks

Re: Complaint with shipping

Lane90 — Sun, 19 Feb 2023 12:33:42 GMT

My time slot was 2.30pm-3.30pm. Waited till 20 past 11 this morning for a notification, telling me when it'd be delivered today. Spoke to a DPD rep and they said it's waiting to be loaded. Then get a notification saying: "Unexpected delay, will deliver tomorrow". I do fully believer my phone has been stolen by the driver.

Re: Complaint with shipping

_MrR_ — Sun, 19 Feb 2023 12:39:54 GMT

I think you're jumping the gun assuming your phone has been stolen. Bear in mind that DPD and their drivers deliver high value handsets every single day. What makes you think they've decided to steal yours instead.

It does sound like a crappy experience which is DPD driven but theft is a bit OTT. They just sound absolutely rubbish when it comes to customer experience.

Re: Complaint with shipping

Lane90 — Sun, 19 Feb 2023 14:52:01 GMT

The reason I suspect theft (though I am really hoping not), is the fact the driver knew exactly what my package looked like, and supposedly spent 10 minutes locating it in his van but failed. I had a notification saying he couldn't locate my address, but the DPD rep said he told them he couldn't find the item. Then the fact I requested it delivered today, no time slot was given and suddenly there's an unexpected delay and the depot is closed for today. It just seems so highly suspicious, why allow me to request a day but then not load it on the van? If it turns up tomorrow, yes I'll be an idiot for blowing things out of proportion, but I've had problems with DPD before. Had I known this would be an issue I'd have asked to get the phone sent to an EE shop for me to pick up.

Re: Complaint with shipping

Leanne_T — Mon, 20 Feb 2023 07:42:47 GMT

Hi @Lane90

I am very sorry to hear this has happened.

Have you had a message from DPD for a redelivery?

Thanks.

Leanne.

Re: Complaint with shipping

Lane90 — Mon, 20 Feb 2023 09:19:25 GMT

Hi Leanne,
Yes, I have requested redelivery, it is hopefully due to be delivered today. I however do not have much hope this will happen.

Re: Complaint with shipping

Leanne_T — Mon, 20 Feb 2023 09:38:35 GMT

Please let me know how it goes when DPD arrive @Lane90

Thanks 🙂

Leanne.

Re: Complaint with shipping

Lane90 — Mon, 20 Feb 2023 11:11:00 GMT

Hi Leanne,

I have not been given a time slot (again) so I will contact DPD and ask them why my package is yet again not being delivered on a day I specified.
Just spoke to DPD and they have confirmed my suspicions, they have lost my parcel. It wasn't scanned after the driver's shift. On phone with EE to see if they can do something to sort out this mess.

Have raised a claim with EE, I have never experienced this before. I hope EE are able to sort this out sooner rather than later.

Re: Complaint with shipping

Katie_B — Mon, 20 Feb 2023 11:27:07 GMT

Thanks for keeping us updated @Lane90.

Has our customer care team raised courier feedback for a missing parcel? if yes, this is the right process to follow.

The team will provide you with an update as soon as there is one and hopefully get your device to you ASAP.

Please continue to keep us in the loop and if you have any further questions do not hesitate to ask.

Katie

Re: Complaint with shipping

Lane90 — Mon, 20 Feb 2023 11:48:45 GMT

Hi Katie,
I have phoned EE to raise a claim and the lovely gentleman I spoke to has done a webform (I think that's what he said). As it stands I'm waiting to see if anything can be done about the contract I took out, as 1. I do not have the phone and 2. I cannot trade in this phone till I receive my new one. I am hoping this gets sorted soon. I have just under 2 weeks to return this phone or I will be slapped with a £630 upgrade fee. I have received a text saying my claim is closed, which confuses me as I just opened the claim (not even 30 minutes ago)
Any help?
Lane

Re: Complaint with shipping

Katie_B — Mon, 20 Feb 2023 12:03:16 GMT

Hello @Lane90.

A note should be applied to your account which will stop any charges regarding your trade in till your phone has been received.

The webform being sent off is the right process for our team to follow. Did they provide you with the timescale for a response?

Katie

Re: Complaint with shipping

Lane90 — Mon, 20 Feb 2023 12:16:16 GMT

Hello Katie,
Thank you for replying and letting me know about the note on my account. I haven't been given a timescale for a response, only been told that EE will contact me at some point.

Lane

Re: Complaint with shipping

Christopher_G — Mon, 20 Feb 2023 13:01:27 GMT

Hopefully you hear soon, @Lane90.

Keep us updated on what happens please.

Chris

Re: Complaint with shipping

Lane90 — Mon, 20 Feb 2023 15:15:16 GMT

Hi Chris,
I am confused as to why I got a text saying my case has been closed. It hasn't even been 24 hours, in fact it was more like 20 minutes from making case to closing case. Any help?

Lane

Re: Complaint with shipping

Christopher_G — Mon, 20 Feb 2023 15:22:41 GMT

I'm not sure why that would be, @Lane90. It won't affect the webform going through though.

If you would like to check on what's happened, I'd recommend speaking to the mobile care team again.

Chris

Re: Complaint with shipping

Lane90 — Wed, 22 Feb 2023 16:26:10 GMT

As promised here is an update.

After speaking to 2 different EE reps, (one who misgendered me). A replacement phone for the one I lost was sent out and I managed to get it delivered safely to me. However, I had also taken out the premium insurance, which should have included a free case and screen protector. Only the phone arrived so I guess I'll need to query the insurance thing another time. I am glad to say it took less than 24 hours for EE to contact me and arrange a new phone delivery. Cannot fault their customer service if I'm being honest. So all in all this thread is now solved and closed.

Re: Complaint with shipping

Christopher_G — Wed, 22 Feb 2023 16:47:15 GMT

I'm sorry to hear that you were mis-gendered, @Lane90. I'm glad that your replacement phone has been delivered, it could be that the screen protector/case could be being delivered separately. Maybe give it a few days and give us a call if you don't receive one.

Chris