Sub-Subject: Empty box and missing iPhone 17 Pro Max on upgrade order.
Yesterday (07/12/2025) I upgraded both my phone and my wife’s phone with EE to the iPhone 17 Pro Max. We have not upgraded for some years and were excited to receive them today via DPD and impressed by next day delivery.
Unfortunately, upon opening the two delivery bags, one phone arrived as expected but, the second bag contained only an old empty grey iPhone 15 Pro Max box and a consignment note. No handset, no accessories; wrong phone for starters and no phone or anything in the box. However, the outer packaging on the bag shows signs of tampering; peeled labelled, like it had been re-stuck down!
As soon as I saw this, I took multiple photos of both bags, the contents, the serial and order numbers and the areas where the packaging appears disturbed. I then contacted EE straight away to report this.
I am a former police officer and, in line with the advice here, I also reported the incident to my local police. A log number has been created for this incident, which I am happy to provide if required. The officer I spoke to advised there is a significant rise in this type of fraud involving courier and supply chain handling. Reading through other threads on this forum, I feel awful for everyone affected, including now my own family. It appears something is going badly wrong at some point in the delivery chain where devices are removed from sealed bags and empty boxes placed inside.
EE has advised me an investigation will take up to 72 hours. I appreciate a process needs to be followed, but 72 hours is a long time to be left without clear reassurance when a high value item is missing.
I have done everything right on my side. I opened the bags immediately on delivery, gathered evidence, reported it to EE without delay and logged it with the police. I am hopeful this will be resolved fairly and I will not have to escalate this to the ombudsman.
I understand issues occur in any large delivery network, but I- like many here- need reassurance EE will protect customers when this happens. I would appreciate a prompt response from EE confirming this situation is being treated as a missing handset due to suspected theft in transit/supply chain and, as many here have said I will not be held liable for a phone which never reached me. At present I have one phone and one empty box, and I imagine I am being billed for two iPhone 17 Pro Max handsets. This is just not right or just; wishing you all luck with your incidents, wish me luck with mine!
Thank you in advance to EE- particularly the initial call handler- for looking into this, as I am sure they will, I hope for a clear and fair resolution.
