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Dpd never delivered and me as a customer

Mayka123
Explorer

‎06-12-2025 09:46 AM

Ordered new iphone 16plus for upgrade , meant to be delivered on 25th November ,but never showed up. Driver took it back to warehouse and that's it they scanned it return to ee.. I was so upset ,but I thought ok they will return it then we can try again. Now its 6 December and there is no movement on the phone . Made countless call to ee and to dpd. I'm basicaly in the middle I was told I can reorder new one once they dispute this with dpd as dpd lost the phone . Why as a seller you can't do this and not have me in the middle ? Its not my fault . Whatever happens its between ee and dpd it and has nothing to do with me as a customer . As a seller shouldn't be this seller's responsibility to send new device to customer and  investigate with dpd without me ? I did nothing wrong yet I'm the one who is being punished . What ever outcome is from dpd investigation ee will either get device back or will be compacted if it was lost or stolen.. what do I get ? Not fair this is at all towards customers .

 

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2 REPLIES 2
Katie_B
EE Community Support Team

‎06-12-2025 09:59 AM

Hi @Mayka123. 

Thanks for coming here. 

I am sorry to hear your device is currently lost in transit. 

You have done the right thing by contacting our customer care team. The team will raise this with DPD who will open an investigation to try locate the device before any other changes can be made on your account. 

I understand how frustrating this must be, please be assured our team will be doing all they can to get this resolved for you as soon as possible. 

If you wish to open a complaint I would recommend completing this online form and a member of our complaints team will be in touch. 

Katie

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Mayka123
Explorer
In response to Katie_B

‎06-12-2025 10:05 AM

I'm not sure how complaint will help me to be honest.  I'm not upset with a person, its the actual process that is stresful for me . When I had issues with other company they would immediately make sure customer is looked after and they had then sorted whatever needed them self . Here im sitting in the middle as if it was my fault and right before Christmas that makes it whole lot more stresful . Anyways thank you for taking time to respond .

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