Ordered phone 5 days ago and it still hasn’t been delivered.

[CaitSian10]

I ordered an iPhone 11 on the 20th of April, I got an order confirmation stating the phone would be dispatched within a couple of days, but i haven’t received any additional information via email or text. Today, I tried tracking my order, but it’s said no information can be shared at this moment.
Just wondering if my phone has actually been processed and if I need to provide any additionally information. 

[Chris_B]

@CaitSian10   You’ll need to call customer services about this.  If you received a tracking number then the device hasn’t been dispatched and I find this unusual because you should of had it by now. 

[CaitSian10]

I’ve been trying to contact customer services, but it always tell me to enter my EE phone number, which I don’t have as the phone hasn’t been delivered. Just wondering if there is a specific number I need to call to sort this out. 

[Alex_S]

Hi @CaitSian10,

Welcome to the community and EE 🙂

Can you let me know how you processed your order? Was it on our online shop? Or did you speak to our sales team?

Was it a pay monthly account that you took out with us?

If you can let me know the colour and size variant of the iPhone 11 you ordered, I can check the stock levels for you.

Alex 🙂

[CaitSian10]

I joined a pay monthly plan, I did this online and it was an black iPhone 11 with 128gb that I ordered. 

[Alex_S]

Hi @CaitSian10,

Thanks for getting back to me.

I've checked the stock levels and the phone you have picked is in stock so there wouldn't be any delays in your delivery.

When did you receive your confirmation email?

Did you pay any upfront costs for the phone? Has the payments been taken from your bank account yet?

You will receive a text from DPD the day before your order is due to be with you with the delivery details.

Alex 🙂

[CaitSian10]

I received the confirmation email straight after I ordered the phone, which was on the 20th of April and the upfront cost had also been taken out of my bank account on that day.

[Alex_S]

Hi @CaitSian10 

This means that your order has been confirmed by us.

Have you received an email with your tracking number on it? You will receive this once your order is with DPD and dispatched by EE

Alex 🙂

[CaitSian10]

I have just downloaded the DPD app, and it states a parcel will be delivered tomorrow, but I can’t exactly see if it’s from EE, but I’ll wait till tomorrow and call up customer services if it still missing.

Thank you for your help 😊.

[Alex_S]

Hi @CaitSian10,

Perfect 🙂

I'm keeping everything crossed it is your EE order.

Let me know how you get on tomorrow.

Alex 🙂