DPD courier arrived with my order but couldn’t deliver it

[M1de23]

Hi there, I ordered an upgraded Apple Watch. It arrived 24hrs after placing the upgrade order. The DPD courier arrived at my location, asked me for the PIN code. I never received the PIN code and there was no mention of this delivery on the DPD app in my phone. But the courier was at the correct address and I showed him it was the same number associated with the order, however he was told that he was not allowed to give me the order without the PIN code. Again I never received the code. I’ve tried calling 150 but no options seem to cater to my needs and it seems impossible to get through to customer support.

[Linzi_H · Accepted solution]

Hi @M1de23 

I'm really disappointed to hear that DPD couldn't leave your order.

You should have received confirmation of the PIN before your delivery, and I'm so sorry this hasn't been the case.

You'll need to contact our Customer Services team, and one of our Guides can make sure we have your main mobile number/contact number set up correctly for the delivery. 

If you call us on 150 from your EE mobile, and select option 1, you can use our callback service to get this sorted.

Linzi 

[BobbyMc82]

This happened to me on Saturday. Now I've just had a notification that the watch has been delivered. Handed to me. The photo shows the driver putting it in the letterbox of my front door. 

I'm now annoyed that I couldn't have it Saturday without the pin and worried that it's not really been delivered and I'm going to have a hassle in getting it sorted 

Bobby

[Linzi_H]

Hi @BobbyMc82 

If you have any issues with your delivery at all, please contact our team directly so we can help further.

Linzi

[Northerner]

Hi @M1de23 @BobbyMc82 

Download the DPD app. 

Thanks 

[M1de23]

I already have the DPD app on my phone and tablet devices. I have received delivery notifications and a pin number from it from a previous upgrade order before. But this time I have received nothing. The courier turned up, asked for the code, I didn't have it even though he was at the correct address and I showed him the relevant number.

[M1de23]

Has it been stolen? My courier said that he couldn't hand my order to me without the pin code to verify and that he would get in trouble if he handed it to me of course without the code. I figured fair enough hopefully the code would arrive and he would re-deliver it but all I've had is silence.

[M1de23]

Hi there, I tried calling 150 and using the callback service but none of the options relate to my issue. I don't to "Return a device" for example but that's the best option related to my issue.

[BobbyMc82]

I don't know until I get home from work. I've had no details to say it was out for delivery on Saturday or again today.  But to be told they couldn't give my the delivery on Saturday because I had no pin then to get the message and photo of the driver posting a package in my door is a little worrying. 

Bobby

[M1de23]

Hi Linzi, I've spoken to someone at customer support and have arranged to have the order redelivered tomorrow and with a pin code for verification. Thank you for your help.