topic Re: Order was dispatched 19 Sep still not delivered in Orders

Order was dispatched 19 Sep still not delivered

Arieh1973 — Wed, 25 Sep 2024 17:13:46 GMT

Hi,

My phone order was dispatched on 19 Sep and is with the courier but still not delivered.

what is the expected delivery date?

thanks

Re: Order was dispatched 19 Sep still not delivered

Michael_D — Thu, 26 Sep 2024 09:50:17 GMT

Hi @Arieh1973

Thanks for coming to the community.

Have you had any texts or emails from DPD to say that they have the phone?

Michael

Re: Order was dispatched 19 Sep still not delivered

Arieh1973 — Thu, 26 Sep 2024 10:10:50 GMT

Hi Michael,
Yes there was a failed delivery on Saturday 21st and I’ve heard nothing since regarding a re attempt
Sent from my iPhone

Re: Order was dispatched 19 Sep still not delivered

Michael_D — Thu, 26 Sep 2024 10:13:32 GMT

Thanks @Arieh1973

DPD would normally attempt delivery again the next day. If you look on the DPD tracking, does it show anything after the failed delivery on Saturday?

Michael

Re: Order was dispatched 19 Sep still not delivered

Arieh1973 — Thu, 26 Sep 2024 10:23:50 GMT

It has been saying out for delivery for a while but I’ve received no SMS with a PIN code

Sent from my iPhone

Re: Order was dispatched 19 Sep still not delivered

Michael_D — Thu, 26 Sep 2024 10:25:51 GMT

When was the last update on the tracking @Arieh1973?

Michael

Re: Order was dispatched 19 Sep still not delivered

Arieh1973 — Thu, 26 Sep 2024 10:40:50 GMT

Last sms from dpd on Sat 21/9.
On clicking the link provided I see “ Your parcel is on its way back to EE”

Sent from my iPhone

Re: Order was dispatched 19 Sep still not delivered

Michael_D — Thu, 26 Sep 2024 10:51:00 GMT

@Arieh1973 If DPD have been unable to deliver and it is coming back to EE, we'd not be able to rearrange the delivery.

It would mean that the order is cancelled, and then you'd have to place the order again when it is back with us.

Michael

Re: Order was dispatched 19 Sep still not delivered

Arieh1973 — Thu, 26 Sep 2024 11:00:50 GMT

This is extremely inconvenient and I wasn’t informed that this might happen.

Sent from my iPhone

Re: Order was dispatched 19 Sep still not delivered

Michael_D — Thu, 26 Sep 2024 11:10:36 GMT

I can appreciate your frustration @Arieh1973.

There is a chance the phone would be returned to us by DPD if it is not delivered, but there would normally be a couple of attempts.

I really couldn't say from here why it is being returned back. You can speak to our customer service guides so they can bring up your account and see if they can find why it is being returned, but they'd not be able to change the delivery to come back to you.

Michael

Re: Order was dispatched 19 Sep still not delivered

Arieh1973 — Thu, 26 Sep 2024 11:16:50 GMT

Thanks for your help.
The service is not acceptable really - no proactive communication to customers. Somebody should contact me to right the situation rather than me having to chase
Sent from my iPhone

Re: Order was dispatched 19 Sep still not delivered

Kittychan — Thu, 26 Sep 2024 13:05:38 GMT

This happened to me for the iphone 14 pro max pre order 2 years ago. There was apparently an attempted delivery which i wasn't aware of and there was no reattempt of delivery after this and phone went back to ee, order cancelled and I had to wait at the back of the queue again. It is absolutely ridiculous.