topic Re: Phone not delivered in Orders

Phone not delivered

EduardoOliver — Fri, 07 Jun 2024 18:17:55 GMT

I signed a contract with EE on 05/06 of a 25gb plan + IPhone 15 pro 125g titan I spent nearly one hour on the phone with the attendant everything went well and I received an email with my contract and the details necessary, I’ve been told that my phone would be delivery on Friday 07/06. I received messages from DPD to track my order and at 15:07 I received a message with status “

Date & Time.

07 Jun 2024 15:04

Location.

London City

Your parcel is going to be returned back to EE

Date & Time.

07 Jun 2024 15:03

Location.

DPD Customer

Return to consignor has been requested

Date & Time.

07 Jun 2024 15:00

Location.

London City

Your parcel was refused “.

This delivery was never made and I am almost sure that they didn’t even tried, now I don’t have any answer from EE. DPD told me to contact EE but this miscommunication is enormous, my o2 number is due to be cancelled today and now I don’t have my phone and won’t have my number activated neither due the unsuccessful delivery, plus either the girl or DPD registered my flat number wrongly, that’s very frustrating.

Re: Phone not delivered

Leanne_T — Sat, 08 Jun 2024 07:02:46 GMT

Hi there @EduardoOliver

Thanks for coming to the community, I am sorry to hear this has happened with your delivery.

To get the delivery looked into and the address details checked, please call us from any phone on 0800 956 6000 and the team will get this checked for you and help you further.

Thanks.

Leanne.

Re: Phone not delivered

EduardoOliver — Tue, 11 Jun 2024 10:31:51 GMT

EE still have not contacted me since then, no emails or phone calls from EE or DPD, it’s EE responsibility to call me, my contract bill is about to due and haven’t received my phone yet, will ee ever call me?

Re: Phone not delivered

James_B — Tue, 11 Jun 2024 11:44:49 GMT

Hi @EduardoOliver,

As the delivery failed and the phone has been returned by the courier, please contact our sales team to place a new order.

You can call for free on 0800 956 6000.

Thanks

James

Re: Phone not delivered

EduardoOliver — Fri, 14 Jun 2024 12:02:40 GMT

Been waiting for a week and a half now, EE don’t send any email, no phone calls nothing.
DPD even worst, I have no clue what’s going on, lest update was on 10/06 “Your parcel is on its way to EE”, the support for both companies are useless, in 2 days my contract bill will due and I still haven’t got my phone yet, apparently EE IS NOT really willing to help in this case, thanks very much.

Re: Phone not delivered

James_B — Fri, 14 Jun 2024 12:41:21 GMT

Have you called our sales team on 0800 956 6000 to place a new order, @EduardoOliver?

James

Re: Phone not delivered

EduardoOliver — Fri, 14 Jun 2024 12:50:34 GMT

I did. I’ve been told that I have to wait for the phone to be returned to place a new order, no one is actually coming back with a solution, why can not EE be in touch with DPD to verify what’s going on with the phone and then return to be?

Re: Phone not delivered

James_B — Fri, 14 Jun 2024 12:57:37 GMT

Hi @EduardoOliver,

Did the advisor you spoke to mention that they have escalated the issue to our supply chain support team?

James

Re: Phone not delivered

EduardoOliver — Fri, 14 Jun 2024 13:13:55 GMT

I have only been told that I had to wait my phone to go back to EE to place a new order, I don’t really think it’s going anywhere. I checked the community and that happened a lot with different costumers, most had to wait at least 3 weeks for a solution, I’m just disappointed.

Re: Phone not delivered

EduardoOliver — Fri, 14 Jun 2024 13:15:30 GMT

How do i proceed to cancel this order and get a refund once I paid £150
upfront?

Re: Phone not delivered

James_B — Fri, 14 Jun 2024 14:55:38 GMT

I understand your frustration, @EduardoOliver

When the courier fails to return a failed delivery in the expected timescale (as seems to be the case here) it needs to be escalated to our supply chain support team.

Did the advisor you spoke to mention if they'd done this for you?

James

Re: Phone not delivered

EduardoOliver — Mon, 17 Jun 2024 08:55:21 GMT

No, she never mentioned! If she did why is it taking so long? It’s been 2 weeks now and today my contract plan will due and I’ll have to pay for I service that I’m not using and s phone that I NEVER received, not mention that I put £150 up front.

Re: Phone not delivered

James_B — Mon, 17 Jun 2024 09:28:28 GMT

Hi @EduardoOliver,

I'd recommend getting back in touch to make sure this has been flagged with our supply chain team.

If it already has been flagged, they may be able to provide you with an update.

Thanks

James

Re: Phone not delivered

EduardoOliver — Mon, 17 Jun 2024 10:26:47 GMT

Getting back in touch with who? That’s exactly what I’m doing, I’m in eternal loop with the “help” service that doesn’t help at all, EE should be in touch with me and not other wise. Apparently the help service are not prepared to give its customers instructions on how to proceed with this kind of situation or the team doesn’t have autonomy or information enough to help. Awful situation, I’ll find legal ways to get it fixed.

Re: Phone not delivered

James_B — Mon, 17 Jun 2024 10:42:56 GMT

Hi @EduardoOliver,

You can call our Customer Care Team directly on 07953 966 150. They'll be able to make sure no bill payments are taken, and that the correct procedure has been followed to escalate the failed return to our supply chain team.

James

Re: Phone not delivered

EduardoOliver — Tue, 02 Jul 2024 15:47:37 GMT

It has been ONE MONTH now, one month, every week i call they say the same that they will investigate, none of you from help team have any interest in helping your costumer, EE STOLE £150 from me with a promise of my phone to be delivered, what can I do now before i start taking legal actions? I gonna expose every conversation and email on twitter plus EE AND DPD app with all the emails and status

Re: Phone not delivered

Katie_B — Tue, 02 Jul 2024 15:57:30 GMT

Hi @EduardoOliver.

I have sent you a private message for more information.

Katie

Re: Phone not delivered

Mithmi — Thu, 17 Oct 2024 01:23:46 GMT

Hi,

i have the same exact issue. Can you tell me what you did to get phone or refund. I have been waiting for two weeks. The tracking still says phone is being sent to Ee.

thanks

Re: Phone not delivered

Mithmi — Thu, 17 Oct 2024 01:24:58 GMT

I am having the same problem. No reply to email either and when I call I get no help. How do I get a refund on a phone thats been returned to ee its been two weeks

Re: Phone not delivered

Lesley_W — Thu, 17 Oct 2024 09:56:40 GMT

Hi @Mithmi

Welcome to our community.

I'm sorry you are still waiting on your refund, this is usually done automatically. Were you an existing EE customer when you ordered?

Lesley