topic Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve in Orders

Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

taddser — Wed, 12 Nov 2025 15:56:20 GMT

I’m posting here in the hope that someone at EE will finally review this issue properly.

On 30 October 2025, DPD delivered what was supposed to be my partner’s iPhone 17 Pro Max 512GB Deep Blue, ordered through our EE account. My partner accepted the delivery and opened the parcel shortly afterward — only to find that while the iPhone box and paperwork were inside, the phone itself was missing. The box contained only the USB-C cable and documentation.

The outer DPD parcel bag didn’t appear tampered with beyond the point where it was opened, but the iPhone box seals clearly show signs of having been lifted and reattached, which we’ve documented with photographs.

We contacted EE immediately to report the issue. The adviser explained that there were system problems preventing the dispute from being raised that day and said we’d receive a callback — which never happened. My partner had to chase again the next day before the dispute was finally logged. We were told EE and DPD would investigate and provide an update within 72 hours.

No update ever came. After several follow-ups, we were told the case had been closed and that EE’s Supply Chain team had rejected the complaint — without providing any explanation or evidence from DPD.

We have since written to EE’s Executive Complaints Team requesting:

The DPD weight and tracking data for the parcel.
The chain of custody and scan logs showing the parcel’s movements.
Proof of IMEI activation or tracking to confirm if the device was ever switched on or connected to any network.
Confirmation that the IMEI has been blocked or blacklisted.

None of this information has been provided to date. EE’s final response (11 November 2025) simply rejects the complaint — they haven’t even requested or reviewed our photographic evidence showing the tampered packaging.

We’ve now escalated this to the Financial Ombudsman Service, Ofcom’s Communications Ombudsman, and BBC Watchdog, as it’s completely unacceptable that a loyal, long-standing customer with a joint EE account is being billed for a device that was never received.

EE, please review this case urgently and provide full transparency on your investigation with DPD.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

bristolian — Wed, 12 Nov 2025 16:14:38 GMT

@taddser wrote:
EE’s final response (11 November 2025) simply rejects the complaint....
We’ve now escalated this to the Financial Ombudsman Service, Ofcom’s Communications Ombudsman, and BBC Watchdog....
EE, please review this case urgently and provide full transparency on your investigation with DPD.

If your case is with the Ombudsman, it is highly unlikely EE will make any further comment.

Their final response letter, otherwise known as deadlock, will almost certainly be EE's last word on your complaint. If anything else were to be the case, it wouldn't be a final response.

BBC Watchdog is long since past its prime!

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

taddser — Wed, 12 Nov 2025 16:19:23 GMT

Yes, EE have issued their final response (the “deadlock” letter), which is why the case is now with the Ombudsman. However, I still believe it’s reasonable to continue asking EE to be transparent — particularly as I’ve not been shown any of the evidence they claim to have gathered with DPD, and they never even requested my photographic proof of the tampered box.

The Ombudsman process can take several weeks, so in the meantime I’m trying to understand whether anyone else has experienced something similar or if there are additional steps or contacts within EE that might help get some clarity.

Even if BBC Watchdog isn’t what it once was, raising awareness through media and consumer forums can still put pressure on large companies to handle these cases more fairly.

If you (or anyone reading) have any suggestions for other effective escalation routes — perhaps specific EE departments, regulators, or other consumer channels — I’d really appreciate the advice.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

bristolian — Wed, 12 Nov 2025 16:22:17 GMT

@taddser wrote:
If you (or anyone reading) have any suggestions for other effective escalation routes I’d really appreciate the advice.

By having received a final response from EE's formal complaints process, the most effective escalation route is to refer the case to external arbitration, which is currently Ombudsman services.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

Profile closed — Wed, 12 Nov 2025 19:54:53 GMT

@taddser

There were several similar posts here last year, mostly involving iPhones and DPD. I said then that personally I’d email the CEO (ceoemail.com is your friend) and if that got nowhere, use the small claims process. To my mind it is beyond farcical that EE/DPD rely on proof of delivery of a box as proof there was a phone in it, and can’t/won’t provide relevant data on use of the device post “delivery”.

There’s something very wrong somewhere.

Good luck.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

WhyAreEEUseless — Wed, 12 Nov 2025 20:42:56 GMT

You should report to the police as it's been stolen somewhere. They won't do anything for you as an individual but if someone spots a pattern in the geographical area they may do something. With a crime number you may be able to claim on your household insurance should you wish to do so and your insurers may claim against EE.

And I agree with you re The BBC consumer programmes, not what they were but helpful in raising customers awareness.

Do you have social media access? Put your story on there. Most organisations are alert to public criticism, although I have to say from my own experience with EE, they don't care but it's worth a go.

Write to your MP, whatever party they are with. They will probably write a letter for you which is a nuisance for EE to deal with.

Of course, tell your friends and colleagues about the poor service and attitude.

The small claims idea is a good one. It will cost EE more to defend than it would just to replace the item.

If you paid in advance by credit card, make a claim on your credit card - section 75 Consumer Credit Act 1974.

Don't give up, that's what they probably expect you to do. Make a nuisance of yourself until they see sense, if seeing sense EE are capable of which is doubtful.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

Profile closed — Wed, 12 Nov 2025 21:06:01 GMT

⬆️ all good stuff.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

bristolian — Wed, 12 Nov 2025 21:08:23 GMT

Strongly consider waiting for ADR to rule either way, before taking any legal action.

Court judges tend to look favourably on claimants who have taken every available step before treating the courts as a last resort. ADR ticks that box.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

WhyAreEEUseless — Sun, 16 Nov 2025 19:51:52 GMT

The ombudsman is not arbitration. Arbitrators decisions are usually binding on the parties, the complainant is not usually bound by the ombudsman's decision. Ombudsmen services tend to concentrate on service issues rather than contractual issues.

Courts do indeed like ADR so always offer to be open for a discussion and make sure any discussions are agreed as "without prejudice" at the outset.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

Gilli2025 — Thu, 18 Dec 2025 13:12:30 GMT

This has just happened to me with both a phone and tablet in 2 separate packages. I am waiting on the 72 hour period to be up before I chase again. I have video evidence of the phone being opened by my husband with nothing inside. I had to rearrange delivery as I was on holiday (I did note this at the time of ordering when I would be back) I assume this has given ample time to take both items and cover tracks.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

New7 — Thu, 18 Dec 2025 17:34:00 GMT

I am going through the same problem as you . I received a fake phone with android software installed. Reported to EE on same day provided pictures of fake phone. Was told to wait 72 hours for investigation. After 72 hours they replied back saying we have checked our chain supply and nothing was compromised . I am left with a contract now and have to pay for a phone I never received. I am reporting this to police and seeking citizen bureau advise.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

October88 — Sat, 27 Dec 2025 13:57:02 GMT

Personally if this was me, I would take proof of ownership, aka your proof of purchase and the box to Apple and request they immediately lock your device which they will do and gloat to EE, as the box will have the telephones identifying number which Apple have a system where if it pops up anywhere they will hold it until you’ve been contacted, this also does NOT consider you liable as you are going to Apple to seek support for a stolen device and before this phone is chopped down and sold for parts, EE in my opinion are becoming the most useless fraudulent telephone company to buy from, their staff seem to be half asleep at the desks singing Xmas songs when your eventually getting help, but speaking to a Bulgarian isn’t what I class as number 1 uk provider, if EE don’t buck up their game and fast I’ll be moving to Vodafone or 02 but don’t give in pal, you’ve just been handed a ROTTON staff member who hasn’t a clue what planet he works on, Apple will get to the bottom of this after all Apple devices are useless once reported stolen

FYI to all the EE staff probably hating on this, it’s called common sense the lads been told EE won’t be helping and he’s come here for support not more EE staff who keep saying the same things, it’s an experience we all would hate, and it is EE who’s responsible as they are the senders clearly theirs a thief from the dispatch to door point, doubt he would report his own device stolen especially an iPhone

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

WhyAreEEUseless — Sat, 27 Dec 2025 17:10:25 GMT

With respect, personally, I would not do what is suggested. I'll explain why.

Under section 29 Consumer Rights Act 2015, the risk stays with the trader (EE) until the consumer (you) takes possession of the goods. That means, EE are responsible until the phone (not a box, not a facsimile, the actual phone) is in your hands. It is for EE to prove you have it. You say that you had something other than the phone delivered and all EE have is proof they delivered it to DPD at best. If DPD or one of their staff lost/damaged/stole the phone then that is a matter as between EE and DPD. It is not your problem and EE are liable to you. Don't let them tell you otherwise.

The exemption is if you asked EE to deliver the phone by means other than that usually offered by them.

The reason I would not start using Apple to block the phone is that the court may interpret that as taking possession in which case it becomes your problem.

So, write to EE. Check the contract for the purchase and it will give you the correct name under which EE trade and probably their registered office. Send a letter by tracked delivery to that address setting out your case and telling them what you want from them. Give then a reasonable time to reply (and as they have investigated and rejected already it should not need more than, say, 14 days) and if that gets no response or not the response you want then issue County Court proceedings, the Small Claims procedure will apply and you won't need a solicitor. Fee £70 or £80 depending on value and recoverable from EE when you win. There is plenty of advice on how to do this online.

If one of their lawyers come back and threatens you with a hefty legal bill which will not apply in the Small Claims jurisdiction, carry on regardless and report the lawyer to the Solicitors Regulation Authority.

Finally, make sure that as many people as possible know about the awful service you have experienced. They can get all the Hollywood actors they like in their TV adverts but word of mouth is much more persuasive.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

Chris_B — Sat, 27 Dec 2025 17:34:45 GMT

@October88 Apple will not block a device even from activation if it’s not been registered to an iCloud account.

you request the network to do this as they have the IMEI number of the device in question registered to your account.

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

Lailakassem87 — Tue, 10 Feb 2026 13:28:21 GMT

Omg the same thing has happened to me,I had my iPhone 17 pro max delivered today 10th of Feb 2026,and the box only contained the USB port and the leaflets and you could clearly tell that the box has been tampered with. It’s so annoying. I really hope your issue has been resolved😊

Re: Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

Peter_W — Tue, 10 Feb 2026 15:35:34 GMT

Thank you for taking the time to highlight this, @Lailakassem87.

If you haven't already I would recommend reporting this to our team as soon as possible, and we can investigate further from there.

Alternatively, you can also find the details on how to highlight this with our complaints team here:

EE Complaints Code of Practice - March 2024

Peter