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!

[Tendai_G]

i live in warminster, sadly if they keep ignoring these complaints are
going to pile up as more people will continue to come forward until they
damage the company’s good reputation, i don’t have the confidence to
encourage anyone to use their services now.

[Dmcnab]

I’m in Scotland, im devastated this is happening and isn’t just a misunderstanding as I had hoped. I am going to call the police tomorrow and report my missing phone as lost/stolen so I have a crime reference number. Praying that we all have the outcome we deserve and don’t have to pay a financial agreement that EE haven’t been able to fulfil because they subcontracted the delivery to DPD. I have looked on other phone websites and it seems to be happening with o2 and three aswell. 

[Kangeret]

Oh yes she also told me that I am the first person to report it and she told me how big and reputable EE and DPD are at one moment thought I was making things up to an extent that I was now doubting my mental capacity. After I kept on asking the line went silent and a other guy came on the phone and referred me to security where  I reached a dead end as I was put to task and ask my husband nicely where he had put the phone since he was the one who received it. I'm in wiltshire 

[kadie2]

It really is devastating, dealing with this has caused me so much upset,
it's taken time away from my family and work trying to resolve it, I have
spent a ridiculous amount of hours on phone calls over the past 3 weeks and
it just get me absolutely nowhere! My next step is small claims, I won't
stop until I am cleared of wrongdoing and EE accept some form of
responsibility as it's either their warehouse or the couriers they are
choosing doing this to us! And it's unacceptable.

[Dmcnab]

Update from my situation, thankfully someone from back office called me yesterday who was extremely helpful and they are currently investigating with DPD and sent another one out to me which has just been delivered. 

[kadie2]

Ah that's amazing! So glad for you that you've had the desired outcome. I
really wish I'd have been lucky enough to have spoken to someone helpful
who actually wanted to resolve my issue 😞 it's still causing me so much
stress and upset

[Gloridel0]

I also ordered iPhone 16pro max from EE on 5/12/24 .. I receive a parcel from dpd which contained only phone case and protector thus, minute one. I called EE Customer service to make a complain of what was in the package. They asked to get back to me 72hours since they’ve got to do investigation. I called them rather after 3days and what the CS personnel said was that “dpd said they’ve delivered the package to you with an image attached” which I then replied that I have got a package but not what I ordered for. Further, I walked to one of their branch in Salisbury to lodge the complain .. they also contacted whoever they did and I was asked to give them 72hrs to do their investigation. It’s been almost 3weeks and EE keep on tossing me around. I’ve got nowhere with this and I will have to pay for the phone I did not receive. It is really tiring and painful.. is either EE get scammers in their office because I did not receive a code or pin concerning my delivery and the package received wasn’t signed for. Hmm

[Christopher_G]

Hi @Gloridel0 

I've replied to your other post about this. Please take a look.

Thanks

Chris

[kadie2]

I'm so sorry this has happened to you too! Sadly for me I never got this
resolved with EE, they referred me to the ombudsman and once they do this
no one in EE will deal with you again! The ombudsman got my complaint at
the end of November and I'm still yet to be assigned a case handler as they
have a huge back log, I'm so disappointed with EE and despite being with
them for over 10 years I'd never go back again now. I hope you get a better
resolution as it's no fun at all paying for a £1k phone you haven't got! 😞

[Gloridel0]

I ordered for iPhone 16pro on 5/12/24 .. and the parcel was just phone case and protector this, minute one.. I contacted EE immediately and lodge a complain. They asked for 72hrs to make investigation, I then called back after 72hrs for reply and what they could tell me was that Dpd said they delivered my parcel and sent an image of me receiving it. I told EE that, I receive a parcel’s but no phone inside, they made it looked as if I was lying . I went to one of their branches in Salisbury  the next day. The man at the office also contacted whoever it was and asked them to do an investigation.. they then asked for another 72hrs. I called back after that and the customer service personnel was like it wasn’t the right procedure and all that, I followed instructions everything, I was told 4days ago that, the number connected to the phone was different so they are tracking it. I called back today and heard a different story that, the number is not on their system. In fact, this is eating me up. It’s almost new year and there’a been nothing positive but stories. I’m really **bleep**ed cuz I’m paying for the phone I never received. And I’m wondering why this kinda company cannot get to the buttocks of this but given different stories h and everyday.