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DPD delivery - wrong address

Gavin81
Investigator
Investigator

‎04-11-2020 04:22 PM

Hi,

 

I've placed an order for a new phone today and have just received the dispatch confirmation text from DPD - this includes a link to book a one-hour delivery slot.

 

However, when I've followed the link to the order, I get a tracking page which includes delivery information and the address is incorrect (it's the billing address rather than the delivery address on my order - which I have checked is correct on my email from EE). There is no option to change the delivery address on the DPD site (it's greyed out). How do I tell DPD that this address is incorrect (or even better, how can I get EE to do this for me, seeing as DPD have got the information from them initially)? The delivery is scheduled for tomorrow so this is quite urgent - the last thing I need right now is anxiety caused by this - what can I do?

0 Helpful
6 REPLIES 6
Schockwave
EE Community Star
EE Community Star

‎04-11-2020 05:35 PM

@Gavin81 , I believe they only deliver to the billing address, but otherwise I would ring customer service and see if they can help. Is there no-one at your billing address with the same surname and proof of ID that can receive it for you?

 

 

 

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Gavin81
Investigator
Investigator
In response to Schockwave

‎04-11-2020 05:48 PM

Thanks for your reply.

 

I've spoken to EE over the phone - they've confirmed that the billing address was given to DPD in error rather than the delivery address from the order. They also said that they can't change the address with DPD and to contact DPD - I've tried that and DPD have said they can't amend an address, only the sender...

 

Given that photo ID is required to accept the delivery will it be possible for someone else to do that? That might be possible but it really is less than ideal.

 

I have to say I'm quite angry that EE aren't able to fix what they've admitted is their error, the stress of this is the last thing I need right now.

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Gavin81

‎04-11-2020 05:50 PM

@Gavin81 , if the person has the same surname as you, then yes, but must have proof of ID.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Gavin81
Investigator
Investigator
In response to Schockwave

‎04-11-2020 05:52 PM

Thanks, I'll try that.

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Gavin81

‎04-11-2020 05:53 PM

@Gavin81 , you are welcome, hope you get your phone ok, let me know the outcome.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Gavin81
Investigator
Investigator
In response to Schockwave

‎06-11-2020 11:37 AM

My phone arrived yesterday - fortunately a family member was able to accept the delivery  (As well as the address being incorrect, my name was mis-spelled on the delivery details provided by EE...).

 

Am glad the delivery arrived but I do think this is poor service from EE - I understand that mistakes can be made (fair enough, that's just human error) but EE should really have a process in place so that they can contact DPD and amend delivery information when something like this happens.