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Complaint with shipping

Lane90
Established Contributor
Established Contributor

‎18-02-2023 04:22 PM

So I'm very close to losing faith with EE.
I paid for the special delivery of my new handset. However, while waiting to receive it. DPD (who are the courier) claim the driver: 'couldn't locate the parcel' when he was outside my place. I got a note saying that my delivery couldn't be made as: 'The driver couldn't find my address. So when I spoke to DPD they said that if it is found it'll be delivered PROVIDING the drivers shift isn't over. When I phoned up EE to see if they could help cause the driver described the package perfectly in his note (that he couldn't find), I was told that I had to wait 3 days after point of sale, then phone up and fill out a form. I just want my handset. I paid £10 for this to be specially delivered and this happened. Surely there's something EE can do?

18 REPLIES 18
Chris_B
EE Community Star
EE Community Star

‎18-02-2023 04:30 PM - edited ‎18-02-2023 04:30 PM

@Lane90   What can EE do your device is with DPD.  EE can not send you another device as this one is already registered to your account.  

If after these 3 days you do not have your device then an investigation has to commence about this.  This will obviously have to be concluded before any thing further can happen ie a new device sent out 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
Northerner
EE Community Star
EE Community Star

‎18-02-2023 10:42 PM

Hi @Lane90 

That excuse is normally becase you're a late delivery slot and the DPD driver has given up for the day, or the you are delivery + 100 , again the chances of your delivery are slim as the driver has given up by then. 

They normally try again the next day and you'll receive an early delivery time and your package will be a lower delivery number. You're guaranteed to receive your package.

DPD are rubbish but when you work out their delivery pattern you'll now if your delivery is coming or not. You can also track them real time via the web or DPD app. 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
Lane90
Established Contributor
Established Contributor
In response to Northerner

‎19-02-2023 12:33 PM

My time slot was 2.30pm-3.30pm. Waited till 20 past 11 this morning for a notification, telling me when it'd be delivered today. Spoke to a DPD rep and they said it's waiting to be loaded. Then get a notification saying: "Unexpected delay, will deliver tomorrow". I do fully believer my phone has been stolen by the driver.

0 Helpful
_MrR_
Scholarly Contributor
Scholarly Contributor
In response to Lane90

‎19-02-2023 12:39 PM

I think you're jumping the gun assuming your phone has been stolen. Bear in mind that DPD and their drivers deliver high value handsets every single day. What makes you think they've decided to steal yours instead. 

It does sound like a crappy experience which is DPD driven but theft is a bit OTT. They just sound absolutely rubbish when it comes to customer experience.

Lane90
Established Contributor
Established Contributor
In response to _MrR_

‎19-02-2023 02:52 PM

The reason I suspect theft (though I am really hoping not), is the fact the driver knew exactly what my package looked like, and supposedly spent 10 minutes locating it in his van but failed. I had a notification saying he couldn't locate my address, but the DPD rep said he told them he couldn't find the item. Then the fact I requested it delivered today, no time slot was given and suddenly there's an unexpected delay and the depot is closed for today. It just seems so highly suspicious, why allow me to request a day but then not load it on the van? If it turns up tomorrow, yes I'll be an idiot for blowing things out of proportion, but I've had problems with DPD before. Had I known this would be an issue I'd have asked to get the phone sent to an EE shop for me to pick up.

Leanne_T
EE Community Support Team
In response to Lane90

‎20-02-2023 07:42 AM

Hi @Lane90 

I am very sorry to hear this has happened. 

Have you had a message from DPD for a redelivery? 

Thanks. 

Leanne.

0 Helpful
Lane90
Established Contributor
Established Contributor
In response to Leanne_T

‎20-02-2023 09:19 AM

 Hi Leanne,
Yes, I have requested redelivery,  it is hopefully due to be delivered today. I however do not have much hope this will happen.

0 Helpful
Leanne_T
EE Community Support Team
In response to Lane90

‎20-02-2023 09:38 AM

Please let me know how it goes when DPD arrive @Lane90 

Thanks 🙂

Leanne.

0 Helpful
Lane90
Established Contributor
Established Contributor
In response to Leanne_T

‎20-02-2023 11:11 AM

Hi Leanne,

I have not been given a time slot (again) so I will contact DPD and ask them why my package is yet again not being delivered on a day I specified.
Just spoke to DPD and they have confirmed my suspicions, they have lost my parcel. It wasn't scanned after the driver's shift. On phone with EE to see if they can do something to sort out this mess.

Have raised a claim with EE, I have never experienced this before. I hope EE are able to sort this out sooner rather than later.

0 Helpful