DPD Failed Delivery

[AJB1970]

Hi, I ordered my new Google Pixel 10 from EE last week and received a text from DPD detailing delivery for last Friday 13th. My wife was at home at the required time window and witnessed the driver hesitate outside of our home then take off with absolutely no attempt to deliver. I received a text update to say that the package would be taken back to the main depot which is some 25 miles away. I'm getting little in the way of information so I'm seeking resolution - please advise.

[Chris_B · Accepted solution]

@AJB1970  DPD should make one more attempt at delivering the item before its to returned back to EE.   Who ever is there to take the delivery will also need the 4 digit code to give to the driver.    This code is also on the DPD app. 

[AJB1970]

DPD made two attempts to deliver; the first attempt I missed the message; the second attempt was the one where the driver took off thinking nobody was in. The limited track my parcel information from the original DPD message now suggests that the phone is being returned to EE. I've tried to search for my order via the EE app and website using the order reference number and it's not recognised. I've also called EE today and got cut off. Anyone experienced this situation please? Do I wait for EE to contact me to arrange another delivery? Thanks.

[Ali_A]

HI @AJB1970 

Now that DPD is returning the item back to us, it will no longer be possible to arrange a redelivery. 
Once the item is back to our warehouse the order will be cancelled. You'll receive a text message notification once this has taken place where you can then contact Customer Service to place a new order. 

If you have an EE store near by, you may want to consider the option for delivery to store where you can collect the package at your convenience, 

Ali

[AJB1970]

Hi,

I accept that this is policy, but I've heard nothing as yet and I'm owed the £50 that I paid towards my order. I simply can't risk ordering from EE again due the lack of support and to DPD's failure, which is a shame. 

[bristolian]

Weigh up the relative pros & cons of each method.

Purchasing a phone from a retail store face-to-face ensures safe delivery but doesn't come with any change-of-mind right of return.

That statutory 14days distance selling protection comes with any online or telesales based purchase, regardless of where the delivery is sent.

[Michael_D]

It can take a few days for the order to be cancelled and refund processed once the order is back in the warehouse @AJB1970, but as @Ali_A mentioned, you'll get a text once it has been cancelled and you can then order again. 

Michael