topic Re: No PHONE in delivery box in Orders

No PHONE in delivery box

QandeelR — Mon, 10 Feb 2025 14:44:47 GMT

I have received my upgrade parcel from DPD today opened the box and only the paper work and SIM arrived! I contacted EE within 5 minutes of receiving this and was told this would be investigated and i will be contacted within 72 hours from the suppliers team. This is a joke as I have been with EE for over 8 years!! I’ve investigated this on EE community and have seen so many people having this issue with IPHONE 16 PRO MAX’s being missing from their packages! This is clearly someone from the warehouse doing this as the box came sealed. It seems like EE have had this various times in the last few months and I can see people are not getting outcomes for this and are being told they still have to pay for their contracts regardless of the phone just based on DPD having a picture delivering this. This is unacceptable and EE are clearly frauding people out of their money at this point. I am not willing to wait 72 hours to be told the same as so many people who have been conned by EE!

I need this issue to be resolved before the 72 hours as I am not willing to sit stressing that EE are going to fraud me out of a new phone I never received!! This is disgusting from such a big company effecting peoples mental health and financial situation. This needs to be posted everywhere on social media so EE can understand they can not get away with not giving people what they are paying for!

Re: No PHONE in delivery box

Christopher_G — Mon, 10 Feb 2025 15:50:43 GMT

Hi @QandeelR

Welcome to the community.

Thank you for reporting this to our Customer Support team. They will have begun an investigation on your account to look into what has happened.

I understand your urgency to get this sorted, but please allow them to complete the investigation. They will be in touch with you within the timescale to discuss it further.

Thank you for your patience so far.

Chris

Re: No PHONE in delivery box

QandeelR — Mon, 10 Feb 2025 16:09:10 GMT

But I can see via the community forum, this has happened to so many people and you tell them to wait the timeframe and do nothing about it? It can’t be a coincidence that various people have gone through this with the same handset of ‘iphone 16 pro max’ there is clearly some sort of fraud within EE or DPD at this point. I suffer with server anxiety and mental health issues and have medical records to support this. EE should be helping vulnerable customers resolve this asap rather than telling me to wait without an actual answer of when my new device will be sent out.

I have also explained to you agents that I will be on holiday at the end of this week and need to get my new device as my camera on my current one is broken.

Re: No PHONE in delivery box

Christopher_G — Mon, 10 Feb 2025 16:13:29 GMT

I understand, @QandeelR

I've sent you a private message to try and get you some more help. Please have a look at your community inbox and get back to me.

Thanks

Chris

Re: No PHONE in delivery box

Jovaughn — Tue, 18 Feb 2025 05:33:15 GMT

This happened to me as well. I upgrade my phone to the 16 pro max collected my parcel only to find the phone box with the seal torn. Now they’re doing an investigation. It’s really frustrating.

Re: No PHONE in delivery box

Katie_B — Tue, 18 Feb 2025 08:07:21 GMT

Hi @Jovaughn.

Thanks for coming here.

I am sorry to hear this has happened.

Hopefully you receive an update on the investigation soon.

Katie

Re: No PHONE in delivery box

Jovaughn — Tue, 18 Feb 2025 12:09:22 GMT

Hi, unfortunately the supply chain team has rejected my claim saying that I indeed have the phone even though I don’t. It’s being reviewed however the complaint advisor stated I may have to go to the ombudsman if they reject it again. I feel so frustrated knowing I have no phone but being treated as though I’m lying. And now possibly having to pay for a phone I don’t. I’ve asked the complaint’s worker if they’re able to track its location but she responded saying I’ve no access to this information.

Re: No PHONE in delivery box

Katie_B — Tue, 18 Feb 2025 12:51:57 GMT

Hi @Jovaughn.

The complaints team are in the best position to help with this.

They will keep you updated on how the complaint is progressing.

Please keep us posted with what happens.

Katie

Re: No PHONE in delivery box

Jovaughn — Thu, 20 Feb 2025 12:11:48 GMT

On the 14th of February I ordered the iPhone 16 Pro Max. The parcel was delivered next day however the iPhone box was unsealed and the phone missing. It’s been 6 days since I’ve made my complaint and the ee executive team has said that I’m not only liable for the phone but also it’s been delivered. Clearly the phone has been stolen by someone at the warehouse. They’ve also been unable to locate the phone through the imei although stating that it’s been delivered definitively. This is really infuriating as I’m being gaslighted by ee into believing that I have the phone and I’m committing fraud.

Re: No PHONE in delivery box

Linzi_H — Thu, 20 Feb 2025 13:59:38 GMT

Hi @Jovaughn

You are doing the right thing by continuing to discuss this with our Executive Team. They will be able to explain the next steps if you remain unhappy with the outcome of your complaint.

Linzi

Re: No PHONE in delivery box

mendez71 — Thu, 20 Mar 2025 19:43:54 GMT

I’ve experienced the exact same thing. Box delivered which appeared untampered, no phone. EE conduct a half **bleep**d investigation totally disregarding the fact that I’ve been a customer for over 25 years. Call me a liar and close the case expecting me to trade in the only form of communication I have (my original phone).

So on EE’s recommendation I’ve referred this to the Ombudsman only for EE to contest the right for there to be an independent review, twice. What’s going on EE? It disgusting!

Re: No PHONE in delivery box

Katie_B — Fri, 21 Mar 2025 11:21:22 GMT

Hi @mendez71.

Thanks so much for coming here.

Have you been able to escalate your complaint?

What was the outcome of your last call and what department was this with?

Speak soon,

Katie

Re: No PHONE in delivery box

mendez71 — Fri, 21 Mar 2025 14:16:25 GMT

Hi Kate,

it was escalated immediately and my complaint rejected twice similar to the way described by others on this thread. Now with the Communications Ombudsman and as stated before, EE has tried to block their investigation, twice.

i honestly believe that EE has an internal issues with devices being stolen rather than dispatched. However, rather than investigate that, they would rather brand their loyal customers as liars and force them to stay in a contract that has not been fulfilled. Bitterly disappointed in the treatment I have received and will leave EE at the very first opportunity (after 25 years).

Re: No PHONE in delivery box

Rky — Fri, 21 Mar 2025 14:27:32 GMT

Thank you for sharing your experience, I won’t buy then; I’ll buy from apple.

Re: No PHONE in delivery box

HAKEN10 — Mon, 28 Apr 2025 13:46:49 GMT

I have exactly the same issue March 30th 2025, 4 phones ordered 1 was missing out of the box, EE say we stole it, so frustrated they did a half cocked investigation never asked me for evidence the box had been tampered with. They say go to the Ombudsman. If enough people report it to BBC Watchdog they will investigate the case, BBC Rip Of Britain reported on it 2 weeks ago with 2 other mobile providers and DPD were the common denominator. www.bbcwatchdog the form is easy to fill out. Do it guys this has to stop, EE need to be accountable its against the consumer credit agreement and there are protections in place if you paid for your handset by credit card under section 75 of the consumer credit act 1974

Re: No PHONE in delivery box

Rky — Sat, 03 May 2025 09:39:50 GMT

If you pay by credit card, are they helping you?

Re: No PHONE in delivery box

Radek016 — Thu, 06 Nov 2025 11:43:04 GMT

What was the outcome?

Re: No PHONE in delivery box

Afqq — Wed, 03 Dec 2025 12:53:53 GMT

What was the outcome. Was it sorted ?

Re: No PHONE in delivery box

Dene1975 — Wed, 10 Dec 2025 12:43:13 GMT

Hi this has just happened to me. I upgraded to the Google Pixel 10 ultra and the box atrived with no phone inside. the seal now that i look seem to have been glued but didnt think anything was wrong at the time. Rang EE immediately and was told they would investigate and get back to me in 72 hours.

i will not be paying for a phone i did not receive

Re: No PHONE in delivery box

Katie_B — Wed, 10 Dec 2025 13:30:26 GMT

Hello @Dene1975.

Welcome to the EE Community.

I am sorry to hear this has happened and understand your frustration.

You have done the right thing by contacting our customer care team immediately.

Please keep us updated following your call within the next 72 hours.

Fingers crossed this is resolved for you soon.

Katie