DPD delivered fake iphone

[MJB224]

I ordered a Samsung Flip5 yesterday from EE store using flex pay scheme.  DPD delivered wrong phone - an iPhone 14 pro max.  Took phone into the store to be told it was a fake.  Apparently another customer had been sent the same type of fake phone!  Clearly a pilfering problem within DPD distribution warehouse.Sadly now have to wait for instructions to return ‘iPhone’ which I didn’t order anyway.  Also now having to wait till…whenever…for my new phone to be sent out.   Maybe EE need to be looking at another courier?? 🤬

[Taffybwel]

It appears this is still an ongoing issue. I had a phone delivered on Friday, it's the wrong phone, I ordered a Google pixel and received what appears to be a Samsung A24 ultra, well on the box anyway, inside the box, which arrived with no tamper proof wrapper, was a very plasticy phone. Phoned EE, told returns department not open, went to EE store, (opens at 10.30, but the guy is stood outside as there was no key holder available) finally got in at 11.15 to be told they can't do anything. Get a call back today from EE, the guy I spoke to couldn't have been more helpful, and thank god EE has some decent employees.... Only to be told, no IMEI number, no return by supply chain..... It's a fake phone, so obviously, there isn't one!!! Waiting on a call back from a manager. What a complete disaster from start to finish, wondering whether I should have switched to EE at all!! Frustrated, angry, terrible turn of events. EE need to get this sorted, it's obviously something they are aware of but still leaving customers stuck with a fake phone and the potential not to be able to return it.

[Peter_W]

Hey @Taffybwel.

Welcome to the EE Community forums!

This is far from the experience we'd expect for someone joining our network, and I definitely want to make sure we point you in the right direction for getting this sorted. 

Usually with an issue like this, we'd need to first establish if what you were sent matches the order at our end, which based on what you've received most likely won't be the case. 

Please don't share this in public, but did you receive a delivery note in the DPD packaging alongside the phone? 

All EE orders should have this detailing the model sent, along with the IMEI number.

Peter

[Taffybwel]

Hi Peter, yes I did receive a delivery note with the package stating the phone I ordered and the IMEI number of the phone, but that certainly wasn't what was in the box.

Thanks.

[Peter_W]

Thanks for confirming that @Taffybwel.

In that case this will most likely need to be raised as a parcel dispute, and as part of this we'd blocklist the IMEI of the handset that was shipped too.

If you're waiting to hear back from a manager they should be able to support you with this, but you can also find details on how to get in touch with our customer care team via our contact pages.

Peter

[Taffybwel]

Unfortunately I have been unsuccessful with this too, now escalated to the highest level but looks like I'm going to go to Ofcom with this one! Absolutely gutted this has gone this way.

[Peter_W]

Thanks for coming back to let us know @Taffybwel.

I'm really disappointed to hear that you weren't able to get this resolved when speaking with a manager.

If this has been passed over to our complaints team, they would usually review the case, and if a resolution can't be agreed offer a letter of deadlock. 

You would then be able to take this to the Communications Ombudsman for independent review, and you can find all the details on how to do this on our Complaints Code of Practice.

Peter