New order no text no email no phone

[cargram]

I ordered a new phone recently (last Wednesday), and was told to expect a DPD text, and delivery within the next 2 days. No confirmation email, no text, and no delivery on those days or over the weekend. Called today to discover that DPD records say delivery was attempted (I was home and it wasn’t), the phone was sent to a local pickup and is now on its way back to EE. I’ve had no help from customer service nor the call-back I was promised. Now I will be away from home for a week with no chance to receive a delivery. Has anyone had a similar experience and if I’m likely to see this resolved?

[Chris_B]

@cargram was this an upgrade? Or are you a new customer? 

If it’s an upgrade and the phone is going back to EE your account will revert back to an upgrade state again.  Once that happens you’ll be able to upgrade again. 

if your a new customer this will need to be re-ordered once EE have processed that return.  

 Download the DPD app and create an account with the same email address you use with EE this will show any updates on deliveries for you and you can track the courier in real time 

did you check your spam folder for any emails ? 

[cargram]

Wow, that’s very surprising. I’m an existing customer trying to purchase an additional phone for a family member (who will now have a later birthday present).

Appreciate the tip for the DPD app. Presumably you would need a reference to track (I didn’t receive that).

I’ve also checked my spam folders, no email. So I don’t even have any sort of confirmation of the order or new contract.

I’m actually (probably optimistically) hoping to just be sent a phone. Disappointed that EE would make me wait for the return to send out another phone when the first was never actually delivered by DPD (I work from home and so am quite sure a delivery was not attempted.

Perhaps a warning to others to be wary of promises made; this is the most stressful customer service experience I’ve had in quite some time.

[Perdi05]

OK, have been with EE for years, they've been hounding me for months to upgrade phone and plan, so finally I did last night.... All was going well then app and website saying technical issues, so left it. Went on there this morning and item still in basket, so carried on and upgraded. Had confirmation via email, only for it to say I've added another line to my account. I contacted online customer services held for half an hr via chat, there's no record of my order on my account, so luckily the lady  did my upgrade there and then, so fingers crossed it arrives tomorrow on time as promised.....

Update whilst typing I've had another email to complete my order from last night lol definitely having technical issues on there app and site. 

[Jon_K]

Hi @Perdi05.

Welcome to the community.

Thanks for letting us know you managed to speak to our Customer Care team and complete your upgrade.

You can ignore the email if you've managed to upgrade successfully.

DPD will text you when your order is ready to be delivered.

Jon

[Perdi05]

Thanks Jon, all good! new device being delivered today, all confirmed via texts and my account has been updated.  😊

[Jon_K]

That's great, thanks for letting me know, @Perdi05 🙂

Let me know when it arrives, and if you need anything else.

Jon

[Perdi05]

New phone has arrived, will attempt to set it up later, if I have probs will ask for advice, very happy. 😊

[Jon_K]

That's great, @Perdi05!

🙂