Slow Dispatch of new phone

[Hwa_Star]

I was in store last Thursday morning where we upgraded my mums phone. It’s the IPhone 14 128gb in white I believe. We were told we would likely receive it Friday as it was early enough in the day but if not we’d get it Saturday. But it hasn’t come and the tracking hasn’t updated at all, just says order confirmed. It also says orders are usually dispatched in 24 hours if not sooner. Does this mean there’s a problem or is it just taking a lot longer than stated to be dispatched? 

[Michael_D]

Hi @Hwa_Star 

Welcome to the community.

It is possible that the order is due to come in the next day or so, as that model is showing as being in stock.

While they are usually dispatched within 24 hours, DPD don't deliver over the weekend.

If the tracking hasn't updated yet though, I'd recommend giving our customer service guides a call and they can check the order on the account to see what is happening with it.

Michael

[Hwa_Star]

I called and they ended up cancelling the original order and putting it through again as they weren’t sure why it wasn’t progressing. Hopefully will have it in the next few days now. 

[Leanne_T]

Hi there @Hwa_Star 

Thanks for coming back and letting us know. 

Hope you love the new phone when this arrives 🙂

Leanne.

[Hwa_Star]

I posted yesterday and thought the issue had been resolved but the same thing seems to be happening. Ordered the white IPhone 14 128gb in store to be delivered to my home. 4 days later and it hadn’t even been dispatched. Had to call yesterday where they said they had no idea why the phone hadn’t been dispatched as it’s in stock so the original order was cancelled and I had to go through everything again to re order it which was slightly annoying but the person I spoke to was really helpful and that was fine. He said I should have it by today but once again the phone hasn’t come and tracking just says order confirmed. Is this normal? Or am I going to have to chase it up again? I don’t want to call again too soon as it was only re ordered yesterday morning but we are coming up on a week since originally ordering where I was told I’d have the phone in a day or two…

[Chris_B]

@Hwa_Star  

  You ordered in store you go back to the store as that’s your point of sale.     Who are you calling the  store or EE customer support?   

[Hwa_Star]

I called customer support and they cancelled the original order which was placed in store and then Re ordered it. I can’t just go back to the store, the opening hours are the same as my working hours. 

[Ali_A]

Hi @Hwa_Star 

Thanks for your patience while waiting for your order. I can see on our stock tables the iPhone 14 5G 128GB Starlight does show as expect dispatch within 1 day, that was last updated on Friday. 

However, prior to this it shows last week it was expected dispatch 14 days while awaiting stock. 

It may be the case that stock had arrived on Friday, which means the warehouse team will be clearing the previous orders first before processing yours. Which will explain why your first order was showing as pending. 

I know you'll be eager to get your new phone as soon as possible, but I'd recommend waiting a day or two for the order to be fulfilled and shipped. 
If the order is cancelled and re-processed it would put you to the back of the queue again.

If you haven't done so already I would strongly recommend downloading the DPD app and as soon as this has been dispatched you will be notified with the tracking details.

Hope this helps! 

Ali