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..

[Midgy]

Practically the same thing has happened to me, no device in my parcel just minute o8ne protection and a welcome letter. They've good as accused me and offered no solution apart from a deadlock letter. I won't take this lying down. They have a serious issue with theft that they don't wish to address, they would rather call there loyal customers liars. All while providing zero evidence they even sent the item. Crooks!!

[Collyo62]

 

 

It’s happened to me exactly the same. It arrived from DPD with a box of wait for it “rice grains”. Initially EE told me on Tues as I am a loyal cstmr of 22 yrs not to worry it will get sorted and a new phone sent out. Today they’ve changed their mind. They blame DPD. DPD blame EE. EE have contract with DPD for safe delivery of these phones and it’s failing and EE won’t even follow it up with DPD. It’s disgusting. I am livid. 
I have told the police this evening and they read out to me that the seller ls duty is to take it up with the courier. I’m out of my mind with upset. 
the description on the “old” phone box isn’t even the phone I ordered.   I’ve just sent it to BBC watchdog too

[kadie2]

Every time I get a notification on here I know it's going to be the next
victim of this awful crime, I'm so sorry for you! I have done everything I
could think of and I'm still no closer to a resolution 8 months on. The
ombudsman ruled in EEs favour twice over as I pushed for it to go to the
highest level there too but still no one believes me, I emailed watchdog
and heard nothing back, but maybe if a bulk of us did it we might reach the
powers that be.

[Christopher_G]

Hi @Collyo62 

Welcome to the community.

I recommend filling in our Complaints Form. That way our Customer Complaints team can look into your case to make sure that the correct processes are being followed. Hopefully, they can help get this sorted for you.

Chris

[Collyo62]

Well. I’ve had a turnaround today by EE. They’ve agreed to replace my missing phone. !!! I’ve fought and fought with them 3 days solid. I’ve called DPD. I’ve reported to Police and BBC watchdog - no response as yet. Police told me and Dpd also said it’s up to EE to contact them not me as they are their customer. EE have a contract with DPD to deliver these phones safely. 
I had images of all attempted deliveries on my ring doorbell too

i have hounded them constantly. Ringing up and speaking to diff advisers by minutes. Last night I spoke to a call handler he got a manager to call me this morning. And it was the manager who took me through to Executive Complaints. Spoke to a lovely lady there who totally sympathised and after me pouring out everything methodically over 40 mins she called me back within the hour to say they find in my favour ! 
it’s awful what’s going on. I want it investigating   There’s got to be somebody who delves in to this and gets to the bottom with who the culprit is. I’ve been successful but what a battle to get justice. It’s been so stressful. I never want to go through this again. I hope you can sort yours too 🙏🏻

[kadie2]

I did everything same as you but sadly EE never favoured for me, I was
immediately passed to the ombudsman who also favoured EE twice over and I
complained. It's honestly been so traumatic for me, 8 months has passed and
I still get really upset talking about it, I feel like no one believes me
and my character has been insulted and accused.

I'm so glad for you that your experience has been better and you have come
to an outcome that benefits you, but at the same time it's bitter sweet. I
don't understand why some get the right treatment and other have to suffer
financially paying for a very expensive item they never received. 😞

[Collyo62]

I am completely understanding of your comment. Why so differing results. But god did I have to fight them !!  
I was all ready to go small claims court. - anything to get justice. 
there are so many victims like us here on these forums. Made to feel like we are thieves !! 
I hope to god watchdog do take this on. It’s downright theft and looks like it’s been going on for years.