Delivery tracking number issue

[ernesto77]

Hi, just had ordered my new smart watch yesterday with next day delivery. How surprised I were when DPD arrived and asked for PIN code I`ve never been issued. Looks like all information has been sent to the watch number which have no txt message service. Of course the package has not been given to me. Kindly asked If DPD can come back later today if possible and In the mean time I will get the PIN number from customer service The driver confirmed to come back the same day. I was able to get the PIN. Unfortunately DPD driver did not come back as discussed and confirmed. As have no tracking number (as previously mention it has been sent to smart watch line 😬 what a lack of common sense) I am unable even to rearrange delivery. As I am going abroad tomorrow morning for a couple of days what will happen next with the package. Tried to call customer service again and ask for tracking number of my order but I`ve been told by the agent that he is unable to tell me the number. Madness. What should I do now? Possibly DPD will try to deliver it on Monday but no one will be in. Then what? Any advice how to rearrange the delivery?

[Ali_A]

Hi @ernesto77 

Welcome to the EE Community

Sorry to hear your delivery didn't go as smoothly as planned. 

You can download the DPD app, which once you have linked up should show all deliveries you have pending, and allow you to make changes as needed. 

If you still need the DPD tracking number  for your watch Customer Care will be able to give this to you straight away. I'd recommend calling them again as this is information available on your account. 

On a side note, don't forget you can check your roaming costs and bundles if needed at EE Roaming Costs Checker. 

When you call Customer Care the team will also be able to check you have the roaming services activated ready for your trip. 

Hope this helps! 

Ali

[ernesto77]

Hi Ali,

Yes I do have DPD app but it does not show any tracking number as state NO PARCEL ACTIVITY. Please screenshot below. Also I spoken to customer service on number 150 yesterday at 17.51 and agent Ashley said he is unable to tell me my tracking number. 

Can Customer service send me tracking nu.ber to my email address or txt it to my main number ?

Regards

Ernesto77

[Linzi_H]

Hi @ernesto77 

Our team over on 150 should be able to give you a tracking number for the watch and let you know what's happening next. Did they say why they were unable to do this?

Please give us another call when you have the chance, and also ask the team to check what contact details were saved for your delivery. It sounds like this needs to be updated so it's all visible in your app and a PIN provided for your delivery.

Linzi 

[ernesto77]

Hi Linzi_H.

Yes exactly. Once I phoned on 150 I been told by the team they were unable to tell me tracking number. As said earlier looks like all details has been sent to the line number assigned to watch and that was the reason I did not received it. I ve checked everywhere on my account, email, application and there is only one email confirming my order without any tracking details just ee order number and once checked on ee order page I can see only confirmation the watch has been despatched. Still no message from DPD etc. I am abroad at the moment and will be back home on Friday then will give your team a call on 150. Hope it will be sorted quckly to avoid I will cancel the order.

Kind regards

Ernesto77

[Leanne_T]

Hi @ernesto77 

Thanks for coming back to us with an update and I am very sorry this has happened with your order. 

If you could try calling us again on Friday when you're back in the UK the team will get this looked into in more detail for you. 

Please pop back and let us know how you get on. 

Leanne.