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iPhone 18 pro max unacceptable delivery

Beany96
Skilled Contributor
Skilled Contributor

‎20-09-2026 01:20 PM

Well what a nightmare, was looking forward to my new upgrade, the iPhone 18 pro max, I take delivery of said package, only to open the bag and see well the box was split open at the bottom and as you can see my new phone and cable not even in the box. Contacted EE and they offered me a return, but unfortunately it would mean waiting a week for the return, then I’d have to wait for plans to revert. And to top it off, I’d be right at the back of the queue. Meaning waiting ages. To say I’m gutted is an understatement.

For benefit of doubt I removed the boxes barcodes for obvious reasons. 

IMG_4855.jpeg

 

0 Helpful
3 REPLIES 3
Northerner
EE Community Star
EE Community Star

‎20-09-2026 01:24 PM

Hi @Beany96 

I cannot believe it is delivered in a bag. 

Likely it was thrown around by DPD as normal. 

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 07953 966 150 for mobile and 0330 123 1105 for Broadband..

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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Beany96
Skilled Contributor
Skilled Contributor
In response to Northerner

‎20-09-2026 01:27 PM - edited ‎20-09-2026 01:27 PM

I did that and this was the response I got. Like speaking to bots. Not sure who i was talked to as I haven’t had a call or anything form complaints. 

Hi from EE.

 

Sorry about the issues you've been having. We've raised a complaint for you.

 

If you're happy this is now resolved, you don't need to do anything. Or visit ee.co.uk/go/getintouch to get in touch.

 

If we don't hear from you in 7 days, we'll close it.

 

Thanks.

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Beany96

‎20-09-2026 02:01 PM

@Beany96 , you can always ask to have the complaint reopened if you are not happy, but they do have to check it all out and I suspect they will speak to DPD to find out what went wrong, as I have never had an issue, I am just speculating.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 7953 966 or +44 330 123 1105.
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