Problems DPD

[Heather12345]

I order a phone on the 8th still awaiting delivery. On DPD it is still in depot. Spoke to them on Saturday they were sorry promised to deliver on Sunday 8-12. Phoned on Sunday they told me to await update still awaiting tired phoning record message saying the will let know when my parcel is out for delivery. 

[Peter_W · Accepted solution]

Hey there @Heather12345 👋

Welcome to the EE Community!

If you've had the same status showing in the DPD tracking portal for more than 48 hours, I would definitely recommend giving our customer care team a shout too. 

They'll be able to raise an investigation with DPD directly, and make sure we review all your options for getting this sorted out. 

Peter

[Heather12345]

Hi Peter

thank you so much for taking the time to help me. I called EE last night my phone arrived 7;45 this morning.

[Peter_W]

I'm really glad to hear that's all sorted for you now, @Heather12345 😊

Thanks for taking the time to come back and let us know, too!

You take care,

Peter

[akbil]

DPD UK. I was expecting a parcel from EE which required re-delivery. However, when I checked the tracking information, I saw that the item had been returned to EE. I tried to contact DPD to correct this issue, but all communication channels appeared to be closed. Each time I called the customer service line, the call was disconnected after waiting for over 30 minutes. There was no option to speak to a live agent, and there was no email address or written complaints channel available. As a result, I had no choice but to submit my complaint through this platform. I am very sad.

[Katie_B]

Good afternoon @akbil. 

Thanks for coming here. 

I understand how frustrated you must be regarding your delivery being returned back to EE. 

Could you confirm how many times delivery failed?

Once it is returned back to EE and scanned into the warehouse our systems will be updated. This will then allow you to reorder. 

The quickest way to get this looked into would be by speaking with an EE agent. 

Katie

[akbil]

Hi Katie

The problem is that there has been no progress with the delivery, and the parcel is still waiting in the depot, which has caused me a lot of doubt and confusion. I don’t understand why a courier company would hold an item in a depot for such a long time. Also, the re-delivery process can only be started once the item is returned, but all communication channels with DPD now seem to be closed. For this reason, urgent communication with DPD would be very helpful to clarify the situation, as I am unable to get a clear answer from them.

Best regards

[Katie_B]

Hi @akbil. 

When was the last update on your tracking?

If there has been no update for a few days our customer care team can raise an investigation to locate the parcel and see what is going on. 

Katie

[akbil]

Hi Katie

In fact, the re-delivery had been scheduled for Monday. However, unexpectedly, DPD changed the delivery address back to EE instead of proceeding with the re-delivery. Strangely, there has been no update since then — the last delivery information was created at 8:00 in the morning, and there has been no further movement. Two days without any delivery activity is a long time for a courier company and clearly requires investigation. In addition, there is currently no way to communicate with DPD

Best regards




Sent from my iPhone

[Katie_B]

Thanks for getting back to me @akbil. 

To open an investigation please give us a call. 

A member of our customer care team will be able assist further. 

Katie