Hi all please see my case and help me out how this can be sorted as seems EE is just avoiding his responsibility.
Is there anyone who had the same issues in Leciester/Glendfield depot areas?
I made a complaint regarding the delivery of my recent EE order — an iPhone 17 Pro Max which was delivered in a clearly tampered condition and without the handset inside.
The delivery was originally scheduled for Sunday, 28 September 2025, between 10:00–11:00 am. No delivery was made during that window, and I was later informed that the courier claimed an incorrect PIN had been provided. The parcel was subsequently returned to DPD’s Glenfield Depot. On 29 September, EE assured me that the parcel would be redelivered the following day.
On 30 September 2025, the parcel was handed to my partner. She immediately noticed that the packaging appeared tampered with and felt considerably lighter than expected. Upon opening it, she discovered that the iPhone had been removed and replaced with two boxes of coloured pencils (photographic evidence is available).
My partner immediately pursued the delivery driver to refuse the parcel, explaining that the package was tampered with and the phone was missing. The driver refused to take the parcel back, stating it was not his responsibility.
Following this, I contacted EE immediately via online chat to report the theft and confirmed that I had filed a police report.
However, when I later called EE’s customer service on 150 (03 October 2025), I was told that my report had been logged only as a “non-receipt” of goods, and that EE’s investigation merely verified that a delivery occurred. This is factually incorrect and demonstrates a failure to accurately record and communicate critical information, despite me providing full details, photographic evidence, and a police report at the time of the initial contact.
Subsequent contact via EE Chat confirmed that another adviser was fully aware of the circumstances, highlighting inconsistency and poor internal communication within EE.
After 3 October 2025, I contacted EE on several further occasions to obtain updates about my case. I was informed that their team had completed an investigation and that DPD reported the parcel was not tampered with and had been delivered to me, which is false. EE representatives subsequently advised that EE could not take any further action and that I should resolve the matter directly with DPD.
At no point did anyone from EE’s fraud or security department contact me or request any of the evidence I offered, including photographs of the tampered packaging and proof of the police report. Most recently, I was told that EE refuses to take responsibility for the delivery of its own parcels, despite the fact that the goods I ordered were never actually received.
Under Section 29(2) of the Consumer Rights Act 2015, the risk remains with the retailer until goods are delivered into the customer’s possession. As I did not receive the iPhone itself — only a tampered package — EE remains legally responsible for the non-delivery and must provide an appropriate remedy.
