Missing order number

[VV78]

I upgrade 3 handsets on Saturday, mine and my kids’, with an estimated delivery date of Monday 5th. No sign of the handsets yet or contact from DPD as per the confirmation emails. I can’t track the order as I don’t have an order number on any of the emails about the handset. Is there any other way to track what’s happening? I spent 45 minutes trying to get through on 150 today and gave up in the end.

[VV78]

They said they attempted delivery but they didn’t. I didn’t get a pre delivery message and my husband was home all day Mon-Wed and nobody attempted delivery. They’ve held them at their depot since and are planning on sending them a shop a couple of miles away that I can collect from apparently. 

[Christopher_G]

Will you be able to collect it, @VV78?

Have you spoken with DPD about why they couldn't deliver?

Chris

[VV78]

I’m not able to contact them. When I try it just keeps sending me back to the tracking page telling me the order is being held and it won’t let me make any amendments to the delivery eh re deliver as it says only the sender can make changes. I’m stuck. Your customer services couldn’t help and DPD can’t help so I’ve got three brand new phones I can’t access. I can go to pick them up but they’ve pushed the day back again so how many times do I wait for that to happen? I really don’t know what to do.

[James_B]

Hi @VV78,

Did you ask for you order to be delivered to your home address or an EE Store? What is the current status of your parcel on the DPD app?

James

[VV78]

It was meant to be delivered to my home address. Currently DPD are still saying the 3 parcels are being held at their Birmingham depot and due to be delivered to a parcel shop tomorrow and I’ll get a parcel pass to pick them up once they are there. It said this yesterday too (yesterday they were going to be there today) 

[VV78]

I spoke to Naemah in customer services yesterday and was expecting to hear from her today but she hasn’t emailed me back

[Mod edit: Please don't post the full name of staff members in this public forum. Thanks]

[James_B]

Hi @VV78,

Our online chat team will be happy to check for any updates for you. You can start a chat at Contact us | Get in touch for help and support | EE.

Hope this helps.

James

[VV78]

Which of the options do you suggest I use to speak to someone? Most of them appear to send me through to messaging or to call and I spent an hour talking to customer service yesterday and several more on hold at various points over three days. 

I don’t understand how this is so difficult to resolve and why it’s so hard to speak to a person. Can I get this resolved if I go to a branch? 

[James_B]

Hi @VV78,

Please select the Account and billing option.

Thanks

James