DPD returned by newly ordered phone to within hours without any reason why????

[SammyBbb]

Hi EE, I ordered an iPhone 17 Pro Silver on Friday 7 November with a new contract and received an update from from DPD yesterday saying they had the phone and it would be delivered to me today. I checked my DPD app earlier this afternoon to check on delivery and  saw that "Your parcel is on its way back to EE". I called EE and spoke to an unhelpful woman who said "give it 72 hours and try placing your order again and set up a new contract". EE could not provide any answers why it was returned without DPD trying to deliver. Customer Service were no help whatsoever! 

[Leanne_T · Accepted solution]

Hi there @SammyBbb 

Thanks for coming to the community. 

I'm sorry we have no access to check why the order has been returned to us without DPD attempting delivery.

To get more information, I would advise trying to call us again and a guide can take a look at the account for you to see why the iPhone has been returned. 

Thanks. 

Leanne.

[SammyBbb]

Thanks Leanne, the EE customer service guide could not giver an answer as to why it was returned either. I guess just poor communication between EE and DPD. No help to me as i now have to wait for the upgrade phone to be accepted into EE warehouse before i can re order

[Leanne_T]

Hi @SammyBbb 

Thanks for coming back to me. 

I'm sorry they were unable to advise why this has been returned. Once the upgrade order has been processed at the warehouse your EE account will be updated and you can place a new order for the iPhone. 

I hope this is all sorted soon for you. 

Leanne.

[SammyBbb]

This really isn't good enough, I spoke to a Guide earlier today who said I would definitely hear from EE later today about re-ordering my upgrade, which I haven't.  I have emailed Claire Gillies directly.

[Alex_H]

@SammyBbb I am really sorry to hear you did not get a call back in regards to placing a new order after the previous one is reversed. Your e-mail should be picked up by our executive complaints team to help, they are also available to contact on our web form.

Alex

[SammyBbb]

Thank you for your response Alex, i do appreciate it. Although, as i have still not received a call relating to my upgrade replacement, which the EE guide Ebu assured me that I would, I shall send an email to Claire Gillies on a daily basis until this issue is resolved 

[JakeAH]

Have they resolved your issue yet? I’m dealing with the exact same issue.