No phone in parcel upon delivery - only case & screen protector! EE useless!

[kadie2]

I have always been so happy with their services UNTIL NOW!

I upgraded 2 lines with EE (OCT 24)  and took out insurance which came with a free minute one bundle (phone case and screen protector) with each phone. When DPD delivered the two parcels, one parcel had the Google pixel 9 and the minute one bundle in, the other just had the minute one bundle in NO PHONE OR PHONE BOX, for reference I was expecting a google pixel 9 PRO in this one!  packaging had no 'obvious' signs of tampering upon receiving, but weight difference was obvious, before opening I presumed the phones were in one and the minute one bundles was in the other, but that was clearly not the case once I opened and discovered I was missing a phone.

Despite numerous disputes to the supply chain and emailing the CEO of EE, speaking with EE executive complaints the cases just keep being closed and now I am paying for a phone I haven't got! I have spoken to numerous agents that have been awful, unhelpful, lack of knowledge about processes, generally unprofessional and rude, and to top it off one even called me a liar and said he could tell from the DPD delivery photo the phone was in the bag?!

Iv reported it to the police but they said there isn't much they can do to help me unless further evidence comes to light, which EE will not provide! I offered to pay the insurance excess of £100 to claim it as lost/stolen in the interim of me generating an ombudsman case so at least I'm paying for a phone I have ACTUALLY got, but they won't allow me to do that either, so I'm also paying for insurance I am being blocked from using too!

I have no idea if it's a DPD or EE warehouse issue as I haven't been provided any evidence from either companies just 'told over the phone' the weight checks were right so apparently that's sufficient for them to close the case and mark it as received.

I keep being told to go to the financial ombudsman, and have had a final response letter from EE stating this, which I am doing but they have a 4+ week back log right now and I'm just finding the whole situation is seriously affecting me mentally and financially and I'm desperate for a speedy resolution rather than a long winded dispute via a third party with no guarantees of a resolution.

I have been with EE for over 10 years, never missed a payment had multiple lines and remained loyal, however this has absolutely smashed my trust and going forward I am terrified to sign up for any contracts over the phone in fear of this situation repeating, which is leaving me stranded as I have since cancelled everything else I have with EE now due to this ongoing nightmare.

I am aware posting on here will not resolve my personal dispute, however I am wondering if anyone else in the Manchester area or elsewhere has experienced this? I think it would be helpful if we can form an alliance and prove there is an issue within the EE/DPD order processing system, as EE have discarded me and are consecutively saying 'this never happens'. which I now know is untrue as I have been contacted by @Tendai_G on another post stating they are in the same situation!

[Minkey1]

@kadie2 

Well, I’m not affected, just chipping in, with sympathies.

As it happens, we switched from Pixel to iPhones just last year and I still have the box for my last Pixel. Again, it has a seal you have to slit or tear off. Did the insurance freebies come in an actual phone box or some other random packing inside the grey envelope?

It’s ludicrous that a pic of the grey shipping envelope can be relied upon as proof of delivery of the item(s) ordered. How call centre staff can trot that out is beyond me. I’d be embarrassed to even try that argument.

I’m reminded of a Christmas order from White Co, who used a courier (no names but they used to be called Hermes) whose “proof of delivery” was a pic of the guy holding a grey bag outside some random other address. On that occasion White Co did the right thing and refunded it as the item had gone out of stock. Fat chance with EE.

I’ve only been present on this user forum since late last year but everything I’ve seen so far confirms my view that if you *have* to buy or contract a device from EE, get it from a shop and open it there. And obviously, if you don’t *have to*, then don’t.

My experience with BT>EE so far is diabolical.

There’s a reason for this ⬇️

Hope you get a resolution 🙏🏻 

[kadie2]

In my case there was no phone box at all, just the box that contained a
case and screen protector (but this is separate from Google it's an
incentive EE offer and supply). The parcel was clearly lighter and one box
short.

Thank you for your support and I'm sorry that you too have other issues
with EE, seems what was once a very reputable company is now becoming too
big to provide a reliable and sufficient service anymore!

[Minkey1]

@mitchs93 

Relying on a pic of a shipping bag at your front door as “evidence” it contained the item ordered?

Diabolical.

[Kangeret]

That week is just buying time. They will tell you that we have concluded
that the phone was delivered to you

[ThandoNqo]

I received mine today, what a relief. I hope you will be smiling soon too. Goodluck

[Kangeret]

Well mine is past that cz it is now with the ombudsman. I don't think I
will get anything

[kadie2]

Wow looks like you got lucky, glad you have had a speedy resolution unlike
the rest of us 😞

[Kangeret]

Kadie2 how far have you gone with yours?

[Mabikhan]

Wow! 

The same thing happened to me on 12/03/2025. 

I ordered a Samsung galaxy s25 ultra through ee. The next day, I received a parcel, and it felt as if nothing was inside. The box had not been tampered with also. I instantly took my phone out and recorded myself unboxing an untampered package. To my surprise 😮 there was no phone in the box. 

Ee have been very difficult to deal with and have started sending me on a wild goose chase. They are putting the blame on DPD and have also told me to contact the police. Police have said they have had a number of complaints regarding this same issue and I should take it up with EE. AFTER ALL THEY ARE RESPONSIBLE.

If anyone has had any luck with resolving the issue do let me know. 

If you guys want to come together and go after EE, I am game! I have video evidence of nothing inside the package and DPD delivering the parcel along with voice recordings of EE disregarding anything that puts the blame on them. 

[Mabikhan]

Let me k ow what happens. Same thing happened to myself last week.