I bought an iPhone and received a nerf gun

[Mosesmorrison]

I bought an iPhone 16 in store from the EE shop. 3 days later I received a toy nerf gun from DPD, I took it into the store and explained what had happened, they keep directing me to customer service, customer service keeps directing me to the store, I had a police report, I’ve contacted trading standards, what else can I do to resolve this situation? 

[Chris_B]

@Mosesmorrison  If you ordered in store it’s the store you must return too.  They ordered the device for you.  

[Matt_124]

The store should be able to assist you with calling customer services, perhaps they don't want to take the time to do this but it's only good customer care and you are their customer at the end of the day... My local store has always been great for this kind of thing, but I suppose it depends on their mindset as to whether they try to fob you off.

The issue will likely have to be raised with a central EE team for an investigation as they are dispatched from the warehouse via the courier, but the least they store can do is help you with this process when they sold it to you at the end of the day.

[XRaySpeX]

@Mosesmorrison : Are you saying either:

• You ordered an iPhone instore & received a toy gun instead, OR
• You bought an iPhone from a store & received a toy gun by courier in addition? 

[Mosesmorrison]

I ordered the iPhone in store and it got delivered 3 days later by DPD and it was a nerf gun, 

[Mosesmorrison]

Yes that’s what everyone is saying, I think the people in store are just incompetent as they don’t know what to do, I’m going in to see the manager today and hopefully he can help me out. Thankyou 

[Christopher_G]

Hi @Mosesmorrison 

It sounds like a good idea to speak to the manager so that they can raise this internally so that it can be looked into fully.

Please keep us updated with what happens.

Chris