DPD delivery

[NiaPhillips026]

Hi

DPD!!!!

Upgraded on 29th , new phone dispatched and due for delivery on 31st no 1hr time slot given only any time  until 10pm with DPD , tracking updated in evening saying  that 14.42 unable to deliver as we couldn’t provide PIN number - someone was home all day!  Now this morning after only one attempt they are returning the phone to EE as per EE request apparently . Phoned both parties, (which was a problem in it self trying to speak to a human)but I can’t do nothing until returned to EE and will have to upgrade again!! Very fustrating and one unhappy son!! DPD usually attempt at least 2 times and who told them to return it???  Is this usual practice? 

[Linzi_H]

Hi @NiaPhillips026 

Welcome to the Community.

I know it's frustrating when deliveries don't go smoothly!

DPD would normally always set a 1 hour timeslot which cannot be changed, but you'd need to keep an eye on the DPD app as this can often not be done until around 11am on the day of delivery. If you've checked prior to this, you very well may not have seen the time they were due to arrive. If you did check throughout the day and this never updated, you'd need to double check with DPD directly. 

Delivery will only be attempted so many times before being returned to EE, if you want this looked into further please ask our Customer Service Guides, and they can review this with you.

Linzi 

[albeecham]

Hi 

Which is the best option to select online or on the phone to get through to the online team? Im assuming the incorrect number is setup on my delivery as I couldn't accept the parcel today due to never receiving a PIN or any email/text from DPD. Did the call back service and the call handler couldn't help me due to it being an online order so they couldn't update my delivery/order information. Thanks, Alex

[NiaPhillips026]

HiNo time slot was given and we did update through out day and still had same message all day and evening 
They have only attempted once to deliver but no card left to say we missed them so question whether they even attempted delivery !! Message this morning saying it’s been delivered back to EE , very disappointed with DPD as usual EE needs to reconsider their contract with DPD!!!
Nia


Sent from Yahoo Mail for iPhone

[Linzi_H]

Hi @albeecham 

I'm sorry to hear you didn't receive the PIN in time to accept your delivery, and I know you'll be keen to get this updated for the next attempt.

Have you ordered from the EE Store online rather than the main EE website? Who has the team advised to speak with when you called? 

Linzi 

[Linzi_H]

I know you'll be feeling disappointed about this @NiaPhillips026. Once you speak with our team directly, they'll be able to track the history of the delivery attempts and advise you best from there. 

Linzi 

[albeecham]

Hi liz

I’m not sure if it was the store or main website tbh. Just went online and
logged in to upgrade. The callback team said they couldn’t help and sent me
a text with a link to
https://store.ee.co.uk/help/policies/contact-us

However, this just sends me back in a loop to dial 150 when I click through…

[Alex_H]

@albeecham If you check your order confirmation e-mail, if the order number begins with XKO then it would have been from ee.co.uk and if so our team on 150 should be able to help if the phone has already dispatched.

If the order number begins with an SO then it is from the store that you have linked above and if so you would need to e-mail them using the Email us option on that page. If it has been from https://store.ee.co.uk/  you may also be able to access the DPD tracking by logging in  to the store and going to Orders and then Track order. 

Alex

[bp-01-ef6654d5-]

I did speak to a customer service guide - for over an hour - they said they’d sorted it out. They had not. DPD has returned my phone to EE. EE has taken my money for the phone and I have no phone. I’m getting back on to them this morning. If not sorted, they have a complaint coming their way and I will seriously consider leaving EE. A shame when I’ve been with them for over 9 years.