I placed an order online on Monday, all went through okay but no confirmation was received. One of the call handlers (really helpful) said that the order didn’t go through on their end and that I would receive my £30 back by Wednesday (I still haven’t received this). He asked me to put through the order again on the phone, which I did (and swapped my internet over, too).
The orders went through fine and I was told the phone would be delivered on Wednesday (yesterday), but I didn’t have any communication from DPD. I made several calls back and forth between EE and DPD and eventually managed to get notifications from DPD, and my PIN code for delivery. I then received an email saying the parcel was delayed due to issues in my area, but that I would still receive it by 8:51pm yesterday. Around 4pm this changed to receiving delivery today.
Since this communication, I’ve heard nothing. So I called this morning and have now been told that the phone is missing and an investigation has to be opened. There is no resolution for me (I’ve taken 2 days off work for the delivery to come), and I’ve been told that I have to wait for the outcome of the investigation before anything can be done for me.
This is a really bad first impression for me:
• Out of pocket for 2 upfront payments (£60 in total).
• Paid for delivery (£6.98).
• No phone, no resolution available until an investigation has been undertaken, which I’ve been told could be as far as Monday/Tuesday.
• 2 days annual leave lost from work.
I understand there’s sometimes issues with deliveries, but from reading on the forums these seems to be a problem that happens quite often.
I’ve even asked for the order to be cancelled so I can get a phone sorted today whilst I’m off work, but again have been told this can’t happen until the investigation has been completed. I asked to speak to a manager and was told the wait to speak to a manager was 72 hours.
Has anyone had any positive outcomes from this kind of issue?
