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110 Topics
DPD never attempted delivery, and now ID Mobile won't let me cancel, despite being within 30 day cooling off period
I thought I’d post here to see if anyone else can help or offer any sort of advice on this headache. I ordered a new contract for an iPhone 16 on the 1st July, it was dispatched the same day, but the next day DPD emailed to say they had my parcel and would send me a time slot for delivery… but they simply never did. The next morning, I checked the tracking again and it said my package was undeliverable and to contact Currys/ID Mobile for further advice. So, to reiterate, this was not a case of me having missed the delivery, or it being left with a neighbour/safe place and going missing. DPD never attempted delivery. It never left their depot. I contacted ID Mobile on the 3rd to raise the issue, and was told someone would contact me within 48 hours to sort things out. No one did. I contacted them again 6th July, and was once more told to wait 48 hours for someone to contact me. No one did. I contacted them AGAIN on 8th July. This time I was told they would submit a formal complaint on my behalf, escalate my case further, and offer me £15 off my first bill, and that this would definitely be sorted within the next 48 hours. Once again, nothing was sorted, no one contacted me. I repeatedly requested a replacement phone be re-dispatched ASAP, they were given ample opportunity to resolve the matter and keep me as a customer. I contacted ID Mobile again on 11th July, extremely annoyed at this point and having lost all faith in their customer service. The agent revealed to me that the last update to my case was on the 3rd July, showing that the two agents I spoke to on the 6th and 8th just outright lied. Nothing was escalated, no complaint was lodged. I stated that I would be cancelling my contract if I didn’t receive notice of a replacement being dispatched later that day. Of course, that didn’t happen. I then received an email from someone on Saturday 12th to apologise and say that an investigation with DPD had then been opened, and to now wait 6 working days for the outcome. I replied requesting to simply cancel my contract, stating my rights and how the DPD investigation is an internal matter, as I’m still within my 30 day cooling off period, and they are now in breach of contract. They’ve replied and are refusing to let me cancel my contract until the investigation is completed. I’ve raised this issue with trading standards and have been given a reference number. Has anyone else who’s ran into a similar issue found a way to resolve things without going through lengthy legal processes? At this point I have zero interest in remaining with ID Mobile as I have no faith in their customer service whatsoever. I just want my contract cancelled and my upfront payment refunded, yet they’re refusing to do that until the investigation with DPD is completed.
Subject: Ongoing Delivery Issues – Urgent Resolution Required
I am writing this regarding the failed delivery of a phone ordered for my 89-year-old mother, a Sepsis survivor who urgently needs the device for hospital appointments, consultations, medication orders, and physiotherapy sessions. DPD has failed to deliver the phone on three separate occasions, each resulting in considerable stress and anxiety for her. Delivery Attempt 1 – Saturday 31st May We received a notification from DPD with a tracking number and a delivery PIN. Unfortunately, the person who answered the door was 91 years old and unfamiliar with the concept of a PIN. The delivery driver made no attempt to assist or clarify and promptly left. We spent the rest of the day on the phone and live chat with DPD, Currys, Carphone Warehouse, and iD Mobile. Only by logging into the DPD tracking system on Monday did we discover the parcel had been returned to Currys. Delivery Attempt 2 – Wednesday 4th June The driver arrived without prior notice—no email, no PIN, no tracking update. Again, the delivery was unsuccessful, and we had to repeat the same cycle of contacting multiple customer service teams. Delivery Attempt 3 – Thursday 5th June We contacted the iD Mobile complaints line and arranged for redelivery between 5:30 and 6:30 PM. We were advised that if we didn’t receive a PIN, the driver could either call his office or use his handheld device to send a PIN to our phone.We contacted DPD again but were told they didn’t have our phone number. After returning to iD Mobile's live chat, we confirmed our phone number, email, and address, and were assured we would receive an email notification and that the driver would not turn up unannounced. At 5:45 PM, the driver arrived without any prior notification or PIN. We explained the alternatives provided by iD Mobile, but the driver could neither contact his office nor send us a PIN, claiming he still did not have our phone number. Furthermore, the tracking number on the parcel differed from the first delivery attempt. When checked on the DPD tracking system, it showed that this same tracking number had been used on the second attempt as well. This situation is entirely unacceptable. According to the Consumer Rights Act 2015, Section 29(2): "The goods remain at the trader's risk until they come into the physical possession of the consumer, or a person identified by the consumer, to take possession of the goods." We do not have physical possession of the phone, and it should not be our responsibility to resolve this situation. We require answers to the following: Why was the tracking number changed, and why were we not informed? What contact information (e.g. phone number) was shared with DPD for the new tracking number? Why did the driver not have our phone number? Why did we receive notification for the first delivery attempt but not for the subsequent two? If attempts were made to notify us for the last two deliveries and a phone number was unavailable, why was email not used? What do we do now? We need this phone delivered as a matter of urgency. If it cannot be delivered we request that the order be cancelled immediately so that we can place a new one without further delay.