Phone not delivered

[EduardoOliver]

I signed a contract with EE on 05/06 of a 25gb plan + IPhone 15 pro 125g titan I spent nearly one hour on the phone with the attendant everything went well and I received an email with my contract and the details necessary, I’ve been told that my phone would be delivery on Friday 07/06. I received messages from DPD to track my order and at 15:07 I received a message with status “ 

Date & Time.

07 Jun 2024 15:04

Location.

London City

Your parcel is going to be returned back to EE

Date & Time.

07 Jun 2024 15:03

Location.

DPD Customer

Return to consignor has been requested

Date & Time.

07 Jun 2024 15:00

Location.

London City

Your parcel was refused “. 

This delivery was never made and I am almost sure that they didn’t even tried, now I don’t have any answer from EE. DPD told me to contact EE but this miscommunication is enormous, my o2 number is due to be cancelled today and now I don’t have my phone and won’t have my number activated neither due the unsuccessful delivery, plus either the girl or DPD registered my flat number wrongly, that’s very frustrating.

[Leanne_T]

Hi there @EduardoOliver 

Thanks for coming to the community, I am sorry to hear this has happened with your delivery. 

To get the delivery looked into and the address details checked, please call us from any phone on 0800 956 6000 and the team will get this checked for you and help you further. 

Thanks. 

Leanne. 

[EduardoOliver]

EE still have not contacted me since then, no emails or phone calls from EE or DPD, it’s EE responsibility to call me, my contract bill is about to due and haven’t received my phone yet, will ee ever call me? 

[James_B]

Hi @EduardoOliver,

As the delivery failed and the phone has been returned by the courier, please contact our sales team to place a new order.

You can call for free on 0800 956 6000.

Thanks

James

[EduardoOliver]

Been waiting for a week and a half now, EE don’t send any email, no phone calls nothing. 
DPD even worst, I have no clue what’s going on, lest update was on 10/06 “Your parcel is on its way to EE”, the support for both companies are useless, in 2 days my contract bill will due and I still haven’t got my phone yet, apparently EE IS NOT really willing to help in this case, thanks very much.

[James_B]

Have you called our sales team on 0800 956 6000 to place a new order, @EduardoOliver?

James

[EduardoOliver]

I did. I’ve been told that I have to wait for the phone to be returned to place a new order, no one is actually coming back with a solution, why can not EE be in touch with DPD to verify what’s going on with the phone and then return to be? 

[James_B]

Hi @EduardoOliver,

Did the advisor you spoke to mention that they have escalated the issue to our supply chain support team?

James

[EduardoOliver]

I have only been told that I had to wait my phone to go back to EE to place a new order, I don’t really think it’s going anywhere. I checked the community and that happened a lot with different costumers, most had to wait at least 3 weeks for a solution, I’m just disappointed. 

[EduardoOliver]

How do i proceed to cancel this order and get a refund once I paid £150
upfront?