Massive catalogue of errors here.
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 could 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 could 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.
