Where is my order?

[kacey44]

I ordered my upgrade over a week ago (samsung s21). I received an email to say it would be delivered in 24 hours and to wait for a text message. No text received and no further emails. I have tried tracking the order but I just get an error message. I have tried ringing 150 but on hold for too long. I have paid up front for this phone as well.

I understand that things are slower at the moment given current circumstances but to say the phone will be delivered in 24 hours and then receive no further updates is a bit worrying. 

Please could someone let me know when I am likely to receive my phone.

[Christopher_G]

Hi @kacey44

Welcome to the community.

I'm sorry to hear that you haven't received your phone yet. Which memory size and colour did you choose?

Chris

[kacey44]

Thank you for getting back to me.

It is the Samsung Galaxy S21 

128GB

Phantom Violet

Thanks

Kacey

[Christopher_G]

The current guidance for new orders of that model is to expect dispatch within 21 days, @kacey44.

They're sent out on a first come, first served basis though. So we'll be clearing the oldest orders first, as the stock comes through.

I hope you have yours soon and thanks for your patience so far.

Chris

[Holly1791]

Chris the same issue has happened to me for an iPhone13 Starlight 128 gb, again paid up front and told 24 hours? The service the last few months in general has really gone down hill and now I can’t even see the upgrade on my app.

[Katie_B]

Hello @Holly1791. 

Thanks for coming to the community. 

Please could you confirm when you placed your order?

Katie 🙂

[Holly1791]

Hi Katie, it was Thursday 🙂 I received a confirmation email but have not had any further updates 

[Katie_B]

Hi @Holly1791. 

I have checked the stock for this phone and can see the current guidance is to expect despatch within 7 days. 

Katie 🙂

[Holly1791]

Hi Katie, it’s been a week and still no update please can you advise asap? Thanks 

[Leanne_T]

Morning @Holly1791

Thanks for coming back to us. 

Have you downloaded the DPD app to see if they have any deliveries scheduled for your address? 

Thanks 🙂

Leanne.