Hey @Sophie31,

Sorry to hear your brother has had issues with his delivery. Unfortunately as it was purchased Carphone Warehouse, you’ll have to continue conversations with them, rather than iD Mobile.

Thanks.

Hi Sophie

This seems like what may have happened to me as well:

I recently took out a contract on a Google Pixel 8.  DPD attempted delivery but no one answered the door (my wife was in but didn’t hear them knock).  I then knew that no one would be in during delivery hours for the next week, so tried to alter delivery.  DPD said they couldn’t alter delivery, and ID mobile said the same.  They then tried to deliver the phone every day for a week, at a time I knew, and told them, I wouldn’t be in.

They finally managed it a week after the order was made - but delivered the wrong phone.  An iPhone 15, in a package with my details and address on the front.

I contacted IDmobile on text chat - they told me that DPD would collect the phone from me, and I should wait for instructions on this.  I waited, and nothing came through.

I phoned the complaints line.  They told me that they would never organise collection through DPD.  I was told to return the phone myself, via Royal Mail Special delivery, and that I would be reimbursed for the delivery.  I did so.

Today, I got an email saying that they couldn’t organise delivery of the Google Pixel 8, because I had returned the wrong phone - not a Pixel 8 but an iPhone.

I called the complaint line again, who told me I should email them pictures of the iPhone so the complaint could be escalated to ‘Head Office’.  I was told I should wait for ‘Head Office’ to contact me with the next steps of the complaint.

While everyone I have spoken to has been polite and professional, this has honestly been the worst consumer experience I’ve had for a long time.  I’m currently paying for a phone I don’t have.

Always recommended ID to others before - this definitely won’t be the case now.

Hey ​@Richdavey , sounds like unfortunately you’ve been targeted by the same scam. 

For us, this has only recently been resolved and it took raising a case with the Small Claims Court before ‘Head Office’ took us seriously. I sent them numerous emails explaining what had happened, sent evidence of the tampered packaging and the email we had received from DPD Head of Security who stated in writing they had let a staff member go over ‘compliance issues’. 

‘Head Office’ in so many words accused us of swapping the device ourselves, which is ludicrous, why would we go to the extent of emailing and calling constantly and visiting the stores if we had received what was ordered?! 

After a very stressful and frustrating ordeal, they did finally agree to cancel the contract and refund the initial upfront cost - but this wasn’t until the Small Claims Court Case had been reviewed. This seems to put you into direct contact with their Legal Team who seem to be able to get things done.

Although, no compensation has been offered for the months with no device, threats of repossession and awful customer service. 

Good luck and I hope you have a better experience than we did! 

Oh man, that's awful - sorry that happened for you as well.  Does seem like I'm probably heading the same direction, so let's see what happens.

I recently took out a contract for an Iphone 16 pro max on the 29/11/24. 

What was delivered to me was a fake iphone 15 pro max ( even though the packaging said it was a 16 pro max 1tb). Anyway I raised it with ID mobile and got a complaint number etc etc. They contacted DPD to investigate and after 6 Working days, were told by DPD that they delivered what was given to them from ID mobile. ID mobile then had to look through their CCTV to confirm that packed the right device of whcih their warehouse claims to have done. Now after all this I have been told that I am unable to cancel because I do not have the correct handset to return to them. 

They have then told me that I now have to dispute this with DPD. Now this problem is not their problem it has become my problem. The amount of stress this has given me is unbelievable because I have done nothing wrong. None of this is because of me. I did not place my faith into DPD. DPD have not stolen my phone they have stolen ID mobiles phone. 

The consumer rights law about delivered goods states the following. 

Delivery of purchases is covered under the Consumer Rights Act. This means the retailer is liable for getting the product safely to you, not the courier they employ.

I will be taking this to the press and Ofcom because I am not going to take lightly. 

Hello ​@gbahia313 

Thank you for posting to us here on the community. 

We are very sorry to hear this has happened. 

When an order dispute is raised, it is correct that we check CCTV in the packing area to confirm that the correct order is packed. 

If this is confirmed, a case would be raised to DPD to investigate further. 

If DPD do no accept liability, you can them seek independent third party adjudication. Did the complaint team advise if DPD has accepted liability?

Thanks, 

Nat 

Hi Nat

I can't speak for Sophie, but in my case DPD haven't accepted responsibility.  I've been with ID for several years of several long-term contracts.  ID have said that we are therefore at deadlock, because they packed the right phone and DPD say nothing has gone wrong.

My question for ID would be - I can point you in the direction of dozens of online cases of DPD doing the same thing.  For a range of other companies - sending a fake iPhone 15, taking no responsibility, and leaving customers with a heavy bill and no phone.

There is clearly something going on at DPD - and I would encourage ID to firstly not use them, but secondly to not take their investigation at face value, and use the power you have as a powerful client to stop this from happening to anyone else.

We, as individual customers, are having little joy with following their complaints procedure.

Thank you for your reply ​@Richdavey 

We appreciate this is frustrating and again, apologise for this happening. 

As the case has gone to deadlock, I am afraid we would not be able to offer anything in addition to the investigation that has already taken place.

Information on the next steps and independent adjudication can be found here. 

Thanks, 

Nat 

 Hi Nat, 

Thank you so much for getting back to me. I appreciate you taking the time to provide this information, even though I have encountered similar advice before.
I find it quite absurd that I am being told I cannot cancel my contract without incurring a termination fee simply because I am unable to return the handset—which, ironically, amounts to the total cost I would pay over the 24-month contract period. It’s important to note that the phone was not lost or misplaced by me; it was stolen by DPD. There are numerous reports online highlighting similar incidents, which suggests a pattern of issues with their service.
I have already consulted with Trading Standards and will be sending a formal letter asserting my rights to cancel within the 30-day period. Additionally, I plan to reach out to the press about this situation. It is utterly unfair that customers who are not at fault are being held financially responsible.
There are countless community forums filled with complaints about this very issue, yet it seems that neither ID Mobile nor DPD has taken the necessary steps to consider that perhaps their customers are not at fault. The common thread in these complaints appears to be DPD’s handling of deliveries.
This situation deserves public attention, and I believe delivery companies should implement more robust systems to address such issues rather than hiding behind statements like “We delivered the product as it was shipped to us.” This response is wholly inadequate and dismissive of genuine customer concerns.

Hi ​@gbahia313,

I can completely understand your frustration.

You can take this further if you wish to do so however this would now be a civil matter with DPD.

Kash