Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

[taddser]

I’m posting here in the hope that someone at EE will finally review this issue properly.

On 30 October 2025, DPD delivered what was supposed to be my partner’s iPhone 17 Pro Max 512GB Deep Blue, ordered through our EE account. My partner accepted the delivery and opened the parcel shortly afterward — only to find that while the iPhone box and paperwork were inside, the phone itself was missing. The box contained only the USB-C cable and documentation.

The outer DPD parcel bag didn’t appear tampered with beyond the point where it was opened, but the iPhone box seals clearly show signs of having been lifted and reattached, which we’ve documented with photographs.

We contacted EE immediately to report the issue. The adviser explained that there were system problems preventing the dispute from being raised that day and said we’d receive a callback — which never happened. My partner had to chase again the next day before the dispute was finally logged. We were told EE and DPD would investigate and provide an update within 72 hours.

No update ever came. After several follow-ups, we were told the case had been closed and that EE’s Supply Chain team had rejected the complaint — without providing any explanation or evidence from DPD.

We have since written to EE’s Executive Complaints Team requesting:

• The DPD weight and tracking data for the parcel.

• The chain of custody and scan logs showing the parcel’s movements.

• Proof of IMEI activation or tracking to confirm if the device was ever switched on or connected to any network.

• Confirmation that the IMEI has been blocked or blacklisted.

None of this information has been provided to date. EE’s final response (11 November 2025) simply rejects the complaint — they haven’t even requested or reviewed our photographic evidence showing the tampered packaging.

We’ve now escalated this to the Financial Ombudsman Service, Ofcom’s Communications Ombudsman, and BBC Watchdog, as it’s completely unacceptable that a loyal, long-standing customer with a joint EE account is being billed for a device that was never received.

EE, please review this case urgently and provide full transparency on your investigation with DPD.

[New7]

Hi 

I am going through the same problem as you . I received a fake phone with android software installed. Reported to EE on same day provided pictures of fake phone. Was told to wait 72 hours for investigation. After 72 hours they replied back saying we have checked our chain supply and nothing was compromised . I am left with a contract now and have to pay for a phone I never received. I am reporting this to police and seeking citizen bureau advise. 

[October88]

Personally if this was me, I would take proof of ownership, aka your proof of purchase and the box to Apple and request they immediately lock your device which they will do and gloat to EE, as the box will have the telephones identifying number which Apple have a system where if it pops up anywhere they will hold it until you’ve been contacted, this also does NOT consider you liable as you are going to Apple to seek support for a stolen device and before this phone is chopped down and sold for parts, EE in my opinion are becoming the most useless fraudulent telephone company to buy from, their staff seem to be half asleep at the desks singing Xmas songs when your eventually getting help, but speaking to a Bulgarian isn’t what I class as number 1 uk provider, if EE don’t buck up their game and fast I’ll be moving to Vodafone or 02 but don’t give in pal, you’ve just been handed a ROTTON staff member who hasn’t a clue what planet he works on, Apple will get to the bottom of this after all Apple devices are useless once reported stolen 

FYI to all the EE staff probably hating on this, it’s called common sense the lads been told EE won’t be helping and he’s come here for support not more EE staff who keep saying the same things, it’s an experience we all would hate, and it is EE who’s responsible as they are the senders clearly theirs a thief from the dispatch to door point, doubt he would report his own device stolen especially an iPhone 

[WhyAreEEUseless]

With respect, personally, I would not do what is suggested. I'll explain why.

Under section 29 Consumer Rights Act 2015, the risk stays with the trader (EE) until the consumer (you) takes possession of the goods. That means, EE are responsible until the phone (not a box, not a facsimile, the actual phone) is in your hands. It is for EE to prove you have it. You say that you had something other than the phone delivered and all EE have is proof they delivered it to DPD at best. If DPD or one of their staff lost/damaged/stole the phone then that is a matter as between EE and DPD. It is not your problem and EE are liable to you. Don't let them tell you otherwise.

The exemption is if you asked EE to deliver the phone by means other than that usually offered by them.

The reason I would not start using Apple to block the phone is that the court may interpret that as taking possession in which case it becomes your problem.

So, write to EE. Check the contract for the purchase and it will give you the correct name under which EE trade and probably their registered office. Send a letter by tracked delivery to that address setting out your case and telling them what you want from them. Give then a reasonable time to reply (and as they have investigated and rejected already it should not need more than, say, 14 days) and if that gets no response or not the response you want then issue County Court proceedings, the Small Claims procedure will apply and you won't need a solicitor.  Fee £70 or £80 depending on value and recoverable from EE when you win. There is plenty of advice on how to do this online.

If one of their lawyers come back and threatens you with a hefty legal bill which will not apply in the Small Claims jurisdiction, carry on regardless and report the lawyer to the Solicitors Regulation Authority.

Finally, make sure that as many people as possible know about the awful service you have experienced. They can get all the Hollywood actors they like in their TV adverts but word of mouth is much more persuasive.

[Chris_B]

@October88   Apple will not block a device even from activation if it’s not been registered to an iCloud account.  

you request the network to do this as they have the IMEI number of the device in question registered to your account.