Order not delivered

[AbhiK]

Hi, I have placed an early upgrade order over phone by calling 150 on one of my existing contracts. Order for iPhone 16 Pro mobile and I received the order confirmation email. I received text from DPD next day stating my order was delivered to the store (I opted to collect it from EE store in Stockport). When I went to the store and collected the parcel, I was surprised to see the parcel we having eSIM not the iPhone. DPD text and the tracker mentioned clearly that the iPhone 16 pro 256GB was delivered. The store members suggested me to talk to customer service by calling 150, which I did and they connected me to different departments. Finally a complaint was raised 4days ago and today no update/ no one knows what happening to my order.

[Schockwave]

Hello @AbhiK ,

Welcome to the community,

We have no account access and do not know who you are, so will have to wait or ring customer service to find out what is going on, sorry.

[AbhiK]

@Schockwave ,

I will check with them but of no use as I know. But is this a known situation??

[Ali_A]

Hi @AbhiK 

Welcome to the EE Community. 

It's not a normal situation for your order to be delivered as something different. 
However the Supply team will be investigating this with both DPD and the store to establish what happened with your order. This can take some time which is why you may have not heard back yet.
However I can assure you they will be working on this as fast as possible and will get in touch with you as soon as they have a resolution. 

Ali