DPD didn’t attempt delivery and returned phone to EE

[Karalene]

I recently switched to EE and got an iPhone contract. I paid the upfront cost and was looking forward to my new phone . I was told DPD would deliver it today however the delivery updated to dispatched and then all of a sudden said it’s being returned back to EE. I have been home all day and no one has attempted a delivery and I’ve had no explanation as to why it’s been returned. 

[Karalene]

I joined EE and ordered a phone. EE says it’s dispatched but the status hasn’t changed in a while whereas DPD had received the parcel and updated to say it’s being returned to EE without attempting a delivery. Why? How do I get my order? 

[Rach_H · Accepted solution]

Hi @Karalene,

Welcome to the Community!

We want to get your order to you as swiftly as possible, so I'm sorry to hear this has happened. I'd recommend giving our team a call, and they will be happy to take a look into this for you.

Rach

[Karalene]

I called EE they told me to go into store and verify ID which I did. I then had to call again to say I’d done this. EE told me on the phone I’d have an email with an update. I have heard nothing. Still don’t have my phone yet received an email to say the direct debit is set up so they want me to pay for a phone I have not yet received. It has been a week. It’s not acceptable 

[Linzi_H]

Hi @Karalene 

I'm disappointed to hear that things aren't going smoothly for you currently. If you reach back out to our team, I'm confident they'll be able to get this sorted. If you're not satisfied with your experience, you can ask our Guides over the phone to open a complaint for you. 

Linzi 

[Karalene]

I called EE again and they had me on hold for a long time only to be told I am to wait for DPD to return the phone even though it’s been a week. Also that I am to pay the bill for a phone I don’t yet have. It is ridiculous and I am not happy at all. Terrible customer service with no solution to my issue. 

[Linzi_H]

Thanks for the update @Karalene 

Are you able to track your parcel using the DPD app? If so, what's the latest update?
Did you open a complaint as suggested?

Linzi 

[Karalene]

The DPD status has not changed since the 23rd April. I made it clear how unhappy I am but this  wasn’t taken any further. I plan to call again tomorrow despite the fact it is getting me nowhere.  

[Linzi_H]

Please call us today when you have the chance @Karalene, and ask the team for an update on the next steps. If you've already opened a complaint with us, you can request to escalate this to a team leader if you're not happy with the information from the Guide you speak with. 

Linzi