Item not delivered and being sent back to ee

[Nessx]

Hello,

I rearranged my delivery day and sadly this has been ignored by dpd, and they are sending my new phone back to ee.

I'm unable to call on the current phone to fix this, and finding the whole situation very stressful.

I need a email / digital text based way to solve this, but sadly only seeing phone 150 as an option. =/

I requested the delivery day change as soon as I was notified dpd were collecting from ee, so no attempt at all has even been made by dpd.

[Ali_A · Accepted solution]

Hi @Nessx 

Sorry to hear your delivery has failed. 

Once the package is being returned there is no way to stop this. It will be returned to our warehouse, checked and the upgrade reversed or contact / sale cancelled. 

Once it has been retuned to us and confirmed as order cancelled, you'll be able to place a new order. 

Ali 

[Imnotbatman]

Same here. Ordered a new phone. Dpd attempted one delivery. Went back to depot then it was marked as being sent back to ee. 

Absolutely shocking service from ee. Left me waiting on the only to be faced with a we are now closed message, call again during opening hours.  

[Linzi_H]

Hi @Imnotbatman 

I know it's disappointing missing a delivery of a new phone. 

If you need to speak to the team, the lines are open Monday to Friday, 8am to 9pm, Saturday and Sunday, 8am to 8pm.

Linzi 

[Gabrielekeh]

I had my order due to be delivered 7th of August. 2025. EE informed me I was going to get a pin from dpd for my delivery. Gave them my number and email address. DPD arrived on the said day between 1pm to 2pm, but I can't retrieve the parcel from dpd because no pin was sent to me. I have no information whatsoever about the delivery, 

[Gabrielekeh]

I had my order due to be delivered 7th of August. 2025. EE informed me I was going to get a pin from dpd for my delivery. Gave them my number and email address. DPD arrived on the said day between 1pm to 2pm, but I can't retrieve the parcel from dpd because no pin was sent to me. I have no information whatsoever about the delivery, I can't track my order, no information was sent to me, I'm just stranded at the moment. I have called EE yesterday and they advised I contacted DPD.... why? This is not fair at all. When will my order be delivered to me? Please I need answers.... Thank you

[Leanne_T]

Hi there @Gabrielekeh 

Thanks for coming to the community. I am sorry we have no account access on the community to check the order and see when this will be delivered. 

Have you tried downloading the DPD app to see if the DPD PIN is showing for the delivery? Have you received a message from DPD to let you know the delivery will be attempted again?

Speak soon. 

Leanne.