Package delay?

[ADavison97]

Has anyone else had trouble with ordering things through the app? I ordered a phone and the app said it would be delivered by the 29th of January and it's not telling me it's not yet been dispatched. Not received any kind of emails with updates or anything. I've tried ringing every single phone number I can find and every email address and can't get any help from anyone at all. Bit frustrating paying for something you don't actually have. Should I just cancel my order and HOPE I get my money back?!

[Chris_S]

Hi @ADavison97 

I can imagine you're concerned if you've not heard anything since you ordered your phone on the app.

If you like, I can check our stock page and give you an idea of when you can expect your device to be delivered.

What was the make, model, memory size and colour of the phone that you ordered please?

Chris S

[ADavison97]

Hi yeah please that would be great. It was a Samsung Galaxy S25 Edge in Titanium Silver 512gb

[Katie_B · Accepted solution]

Hi @ADavison97. 

The device is still currently showing as available. 

I would recommend giving us a call on 0800 956 6000. 

The team will be able to locate your order with personal information. 

Katie

[ADavison97]

Still not dispatched and is now saying part of the order has been delivered, which is hasn't. Trying calling and got absolutely no help whatsoever. 

Absolutely shocking I wish I'd never used this company. 

[Michael_D]

Hi @ADavison97 

What did the team say when you called?

Where are you seeing that it is showing part of the order has been delivered?

Michael

[ADavison97]

The order info on the app says one of the items was delivered and I also received an email .

The woman on the phone essentially just said "aw yeah it's no good is it" and when I asked her more specific questions she just said she didn't know. 

She said 'delivered' on the app means it's been given to royal mail which is just a load of rubbish. 

[Michael_D]

Have you ordered something else other than the phone? 

Any phone deliveries would be sent by DPD, so I'm not sure why they'd be referring to Royal Mail.

We don't have access to your orders and account here, so I would recommend giving the team another call so they can have another look at the order.

If you aren't happy with what you are told when you speak to them, you can request to open a complaint.

Michael