lost parcel by DPD and cant start an investigation | iD Mobile Community
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Question

lost parcel by DPD and cant start an investigation

  • July 15, 2025
  • 6 replies
  • 117 views

My new phone, sent by DPD, was originally supposed to arrive on 30th June but I changed the delivery date to a few days later because I wasn't going to be in. The parcel never arrived even though on the DPD app it still says it will be delivered on the specified date which is now in the past. I got in contact with DPD and they said the sender is the only one that can launch an investigation into my missing parcel. I then spoke to ID Mobile and they said that carphone warehouse sent it so they need to initiate the investigation, but when I speak to them they say the exact opposite and that ID mobile sent it. So I am now going around in circles trying to explain to both carphone warehouse and ID mobile that one of them needs to do it. 

 

This is getting absolutely ridiculous and I have been without a new phone for 2 weeks now going back and forth to get this sorted. Please can you help me?? I'm paying for a phone I don't have and wasting so much time on live chat and phone calls. 

 

If I can't get this sorted I want to leave ID mobile using by 28 days refund policy. 

6 replies

andewhite
Platinum 
Contributor
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  • Platinum 
Contributor
  • July 15, 2025

Did you buy the phone from Carphone Warehouse (CPW), ​@Joseph McGuire

Did CPW send you an invoice for your purchase? 

If yes, then it’s CPW who need to help you despite their denials. 


Siân W
iD Mobile Employee
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  • iD Mobile Employee
  • July 15, 2025

Hi ​@Joseph McGuire  I am very sorry to hear this.

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

We’ll see you there.
 


  • Author
  • New Contributor
  • July 17, 2025

@andewhite 

I ordered the new phone directly from ID mobile and I was finally able to speak to someone from ID mobile who could open a case with DPD. But thank you for you help. 

 

@Siân W I've replied to you in private message. Thanks. 


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  • iD Mobile Employee
  • July 18, 2025

Hi ​@Joseph McGuire 

 

If you need any further assistance, please let us know!

 

Anika


  • New Contributor
  • September 11, 2025

Please can you share details of this advice as I am having the same issue with the shoe retailer HOKA.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • September 11, 2025

Hey there ​@cerisejackson, sorry to hear that. As this is a different company, we cannot assist here, so we’d recommend contacting them directly.

 

If anyone else can help here whose a customer, of course you’re more than welcome to continue the conversation here.

 

Thanks,

Tyler