I ordered a phone and 24 month contract last Thursday. I entered my billing details (home address) and delivery details (work address).
I got a notification on Saturday that my order was being delivered, an iPhone 16 Pro Max and received a subsequent email from DPD with the pin code. I then noticed that it was being sent to my billing address and not the delivery address as requested.
I wasn't home on Saturday as I was away for the weekend but I notified my husband and gave him the pin. He said he had to go out at midday but would collect it if he was home.
When midday arrived and he wasn't home I checked on the delivery and it said my delivery was number 165 and the driver was on number 40.
So I rescheduled the delivery and paid DPD £4.99 to deliver on Tuesday between 12 and 6pm, when I knew that someone would be home to collect it.
DPD still attempted to deliver the parcel and asked a resident in another flat for the pin code. Of course they didn't have it. So it got returned to the DPD depot for deliver on Tuesday.
Om Tuesday morning it checked the status update on DPD and it said it was being returned to Currys! Obviously this is ID mobiles supplier. I contacted DPD who said I needed to speak to ID. I started a live chat and the customer service operator said they would get it redelivered. I asked when, they couldn't tell me. The next day the order was still being delivered to Currys and to add insult to injury I received my first bill for a service I am unable to use which gets debited in 3 days.
I once again spoke to a customer service agent and they said the same thing but couldn't give me any further information and ended the chat rudely when I suggested alternate options like a pickup point where I could show my ID or send to my work during work hours (which I had placed in my original order and ID ignored). I spoke to another agent who did the same thing.
They dont care, they have no ability to escalate to a manager to have this expedited, and there is nothing I can do to effect anything. Today the order is still "being delivered to Currys" with no idea when I am going to get my phone or Sim card.
This is the WORST customer experience I have ever experienced from a TelCo. Where is my phone? What is happening? Why can't I collect it from somewhere? Why can't you send to the delivery address I requested? Who is giving me back my £4.99 and who is taking responsibility for the terrible service that your logistic provider is offering?
I work in retail ecommerce management and have 15 years of experience and I would NEVER use DPD for this reason. If my customer service team treated a customer like this Oliver a £20 pair of underwear or a £120 dress I would be appalled, but we are talking about a £2000 iPhone and a 2 year contract.
ID needs to review this process and get their act together. I'm considering cancelling my.contract and getting my money back. If this is how they treat new customers, god help us if I need anything over the next 2 years.
I will definitely.bw sharing my experience across all review platforms if this isn't resolved by the end of the week and I encourage other customers reading this to also do the same.in a saturated telecom market and with so much competition, continuing to treat customers like this wont do anything.for them but have customers vote with their feet and go elsewhere.
