Delivery & Returns.

My partner recently purchased her mobile and as per others the delivery says we missed you when we were home. Raised this with ID already and attempted with DPD and they have both said we can only re-request. This has now meant she has no phone for 7 days now with only the ability to re-request delivery through ID Mobile to DPD. Other than being infuriating were now paying for a contract and phone she doesn't have access to. Id like to complain but also have someone message privately to follow this up as the agents on chat have been terrible for those we've had assigned.

Ordered new phone online on Friday 11/07, delivery should have been with DPD on Monday. Got email from DPD on Friday saying, “We’re expecting your parcel, we’ll be in touch when we have it and it’s out for delivery” Since then I haven’t heard from them, I can track my parcel and DPD just say, “ Sorry, there is a delay with your parcel from Currys. Your parcel has been delayed due to an unexpected issue in your area” When I check the DPD website for delivery problems in my area, it says that there are none. I can’t see any easy way to contact DPD and I’m going to have to cancel my new contract if I don’t get it in the next few days because I’m relying on a friend who’s visiting me to set up the new phone, I’m terrible at any of that stuff. So annoying that I’ve had no communication from DPD about this, I’m losing faith that they will deliver at all. Eliz Adams

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.

I upgraded my phone , the phone was never delivered it is saying it is at the dpd depot but I am unable to collect it from there ??

many thanks

I recently upgrade my phone via the ID app and upon confirmation was told DPD would be delivering the phone. I took the day off work to be home and was given a delivery time, but no delivery, received an email saying the delivery failed. The sending day, same thing happened, despite me gazing out my window for the delivery driver. They never show but I get the delivery fail email. This time though I get an image of a house that isn’t mine, clearly showing the property’s name, which in no way matches my address, so what is crystal clear and evident is that the DPD driver is going to not be boy the wrong house, but a totally random one that in no way corresponds to mine. It is now being sent back to currys. As I’m sure everyone who has ever used DPD is aware, they have no contact or complaints procedure. What do I do? Thanks.

I recently upgrade my phone via the ID app and upon confirmation was told DPD would be delivering the phone. I took the day off work to be home and was given a delivery time, but no delivery, received an email saying the delivery failed. The sending day, same thing happened, despite me gazing out my window for the delivery driver. They never show but I get the delivery fail email. This time though I get an image of a house that isn’t mine, clearly showing the property’s name, which in no way matches my address, so what is crystal clear and evident is that the DPD driver is going to not be boy the wrong house, but a totally random one that in no way corresponds to mine. It is now being sent back to currys. As I’m sure everyone who has ever used DPD is aware, they have no contact or complaints precedure. What do I do? Thanks.

good evening I’m contacting you as part of my upgrade. Sim only deal. I should’ve got a £50 Currys gift card. DPD tried to deliver it nearly 5 weeks ago now and because we didn’t have a pin the rude man did not leave it. Can someone look into this please and get back to me?

Hi there, I ordered a phone in early February but missed the first delivery and it got sent back to DPD warehouse. There was no delivery options on DPD’s side so I had to contact ID and since then I’ve been on the phone many many times. Every time I speak to someone at ID they send an email to the warehouse to “confirm the phone has been received” and tell me to call back in 48 hours. When I call back they say the same thing. They can’t send me a new phone or refund me until they’ve confirmed where the phone is. This has happened countless times, I’m paying the contract for a phone I haven’t received and nothing is changing! Every time I call I have the same conversation it’s driving me insane. Is there anything else I can do to solve this? It shouldn’t be this difficult to receive a delivery of a phone.

hi! it took around 5 days for my phone order to be processed, the estimated delivery was for tomorrow and i only just received the email that it’s been processed this morning .. does this mean the phone itself may be dispatched / delivered late? usually i wouldnt mind but my current phone is breaking and becoming more unusable, so i was really hoping to get my new one asap 😩 will i have to wait till next week? its the s25, is that why processing is delayed due to being a pre-order and i dont have to worry it should still be dispatched this evening / arrive tomorrow?

How do I find my delivery order number so I can track it and what does it begin with

Hi, I spoke to one of your agents to get a new SIM card delivered to a new address. I had changed my billing address on the ID Mobile app. Unfortunately the SIM card has been sent to my previous address. Could you please cancel that and send a new one to the correct address please. Thank you

I upgraded my phone and plan, it said it came with a galaxy tab, but I haven't received the tablet?

Ordered a phone on the 10-06 and I was told that I would recieve the handset delivery confirmation on the 13-06. I didn't recieve any confirmation. Contacted again on the 14-06 and was told the item is now in stock and I'll recieve an delivery confirmation within 48 hours. 16-06 I've been told that hand set isn't in stock and won't be until the 11-07! 1 month I've got to wait to recieve the item, very quick to take the upfront cost of £49 though, without telling me how long I'll actually be waiting!

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.

I have ordered a phone but I forgot to change my delivery address from the billing address so now DPD is trying to deliver to my parents who are out most of the week. Is there any way to change the delivery address?

Hey My phone provider is due to switch over today but I haven't received my new ID sim. What will happen? Thanks

I had recently brought a phone from Id mobiles and returned it as was smaller then Expected i then had to pay for it to be returned back and then now being charged for a sim i did not use or activate still In the original box. I hav asked for help so many times but keeping getting the chat closed… this is disappointing and i want my deposit back

Hi there! I am planning to place an online order today for a new phone and a pay monthly plan as a new customer. However, I am currently abroad and will only be able to receive the delivery in the UK from June 4th onwards. Could you please let me know if it is possible to delay or schedule the delivery for that date? If so, I would be very grateful if you could explain the steps I need to follow to arrange this. Thank you in advance for your help. I look forward to your response! B

I recently joined id mobile I firstly brought a sim only plan for myself unlimited for £15 a month and then purchased another plan for my son unlimited for £17 we was away on holiday so expected the sims to be delivered by the time we got home but I've only received 1 sim (mine) I've been charged but still not the second sim I've waited but it's been a week and still hasn't arrived could you please check for me. Thank you so much

Hello, I placed an order via Car Phone Warehouse and returned it. The company confirmed receiving their phone call and cancelling the agreement, and they refunded me, but sadly, you did not refund me. Instead, you took the full amount for the SIM number 074036650**, which I am not using because I sent it back. It is really hard to contact you via phone or email, and I was wondering if I could get my refund, please, because I do not have the iPhone 16 Pro Max and sent it back. My email is on my account and it would mean a lot of you got back to me please.

Yesterday I was due to have my new upgrade delivery. So I waited in and cancelled plans. Next thing I know i get an email saying im sorry you were not home, calling card has been left. Opened the image and the drive had took the photo in his van. Delivery not even attempted. They re schedule a delivery for today and it's now changed to Monday. I am out Monday to Friday so chances are it will now be missed again. Its a new build area but clear instructions were left for the driver. Its frustrating that an attempt wasn't even made. Or a phone call to help find me like the other couriers often do.

Hi, I received a returns label from Carphone Warehouse and returned my phone to them as it was within the 14 days cool off period. It was delivered to them on 15th May. Will the let ID Mobile know so the contract gets cancelled or do I need to inform ID Mobile. Thx.

Need to cancel order

I've missed the delivery and DPD app says it has gone back to Currys! Help me! They only tried twice and not when advised via email. Thanks