Delivery Dispute and Helpless.

[Chris933]

I am a loyal customer of EE and have been for some time. I ordered an addition line to my account with the device IPhone 14 pro. It was on back order and I was told, I’ll get an email when it’s out for delivery.

on the 27th of October, DPD sent me a text message my phone will be delivered on the day. It said delivery is between 2-3pm. 
I was at work and returned home around 5-6pm. When I got in, no parcel anywhere. I live in a bunch of flats and we have a communal reception area. I notified DPD and they said they delivered it and the GPS of their driver put them at my location. I challenged this and said that might be the case but I haven’t gotten it. It’s a high value item you can’t just leave in a communal area. I raised the issue with EE and they said they will investigate. They came back and said it was rejected and it’s been delivered. I have challenged this and have escalated the matter but still, I’ve been fobbed off. At this stage I reported it to the police and I got a crime reference number, they even sent a report and I quote directly “At the current time this matter has been recorded as theft of a parcel in transit, in that it has not reached it final recipient.  This ultimately makes EE the victim as they will be responsible for the financial loss.”

I forwarded this to the EE team and still no resolution. The contract is running on my account for a device I have not received and nobody seems to be able or willing to help me. In due course, I would need to start paying the bills.  I don’t know what more I can do.(I reported to DPD, EE on the day it didn’t arrive and the police 2 days later) I need the community’s help. How is this fair ? Why can DPD / EE get away with such ? How can I be made to pay for something that’s not with me ? 

please help me, any guidance or advise is welcome. 
They keep escalating it to supply chain and different so call executives but the outcome is still the same, no resolution in sight. I’m tempted to cancel all my contracts with EE and move to a different network but they said I’m still in contract and quote ridiculous termination fees. I’m just fed up of the whole matter. This isn’t right..

[Chris_B]

@Chris933   Ask DPD who took delivery of the item as a photo ID has to be presented by the person taking the delivery the item can not just be left. 

[Chris933]

Sent from my iPhone

[Chris933]

This is where the problem is. On the delivery (see attached image) it says a “porter Mac” signed for it. But we DONT have a porter. We have a cleaning lady that does the communal areas but 1, she female.. 2, she wasn’t even around. So who signed for it is beyond me and I don’t even know where to start hence why I got police involved. 

 

[James_B]

Hi @Chris933,

Welcome to the EE Community. 

I'm sorry to hear there has been a problem with your delivery. You did the right thing in reporting it to Customer Care. They will have raised a case with DPD and will get back to you as soon as they have a resolution.

James

[Chris933]

Good morning.

customer care has already gotten back to me and told me the issue they raised was “rejected” as the drivers gps put him in my environment and this it’s deemed a successful delivery. EVEN THOUGH I haven’t received the item, I wasn’t the one that signed for it (if anyone at all?) but yet, it’s been delivered and there seems there’s nothing I can do. I’ve involved the police but they too didn’t do much. But never the less, contract is on my account running and I don’t have the items. That’s why I turned to the community.. so you saying they will get back to me when a resolution is found, is just vague words in reality. Having said that, I appreciate your input anyway. 
I wish to create awareness about this issue cause it’s unfair and I feel cheated completely and helpless. 

[James_B]

Hi @Chris933,

I've sent you a PM. Please check your inbox and get back to me when you have a moment.

Thanks 🙂

James

[Chris933]

Good morning again,

I have received your private message and responded to it promptly. Just wanted to make you aware. Thank you 🙏 

[James_B]

Thanks @Chris933 🙂

James

[Bilboa007]

Hi chris did EE replace the device iPhone 14 pro in the end of this conversation with EE?