Wrong Device Sent and mystery delivery

[Smellyviking]

Placed an order on the 21st for a new phone upgrade. Delivery was made on the 22nd by DHL. In the bag was the wrong device. The delivery note had all of the correct info but the device was wrong. Not sure how that happens.

Spoke to EE who said they would investigate. After three days of waiting EE returns have said it's not their issue and so I have to wait for the supply team for a resolution. 

EE were very confused as "they never use DHL". They did confirm the dispatch number was a DHL delivery not DPD. 

I am now having to wait for another investigation by a different department. No mention of how long this will take, and nobody has made an effort to correct the issue and send me the correct phone!

I have never had such poor service from EE. The call centre have been kind but it sounds as though their hands are tied by process. 

I am not impressed. I wonder if anyone has experienced the same issue? It sounds like theres an ee internal conspiracy with the DHL delivery.

[Schockwave]

@Smellyviking , it is correct, that EE do not use DHL, they always use DPD. If you were send the wrong item, it would have to be returned and your account put back to what it was before the order, before they can send out your order again, but you will have to re-order, once they have received item back.

Very strange that the order went out via DHL. As it is bank holiday weekend, this may not get sorted until after the weekend, unless you hear anything before Tuesday, I would suggest ringing customer service up again and see what is going on.

[Frenchie7]

Hi, I've just had a similar experience,  but with dpd. Wrong phone delivered and looks used, box not sealed, but paper work correct. Correct name and address on bag. Customer services seemed surprised, but I can see it coming down to our word against theirs,  but something dodgy is going on either with the delivery company or at the dispatch stage.  I've only made the complaint today, but it needs to be resolved asap.  

[Rich2984]

Hi 

we have had exactly the same experience over the last couple of days with DPD All the right paperwork address etc but sent a unsealed used phone who EMI number was registered in Australia so we have been told by EE customer services 

at now have to wait for the despatch department to investigate but still no new phone after nearly a week of ordering it 

was this ever resolved? 
thanks Rich