missing item

Forum|Forum|12 days ago
August 30, 2026
1 reply
12 views

Subject: Formal complaint – Apple AirPods 4 missing from my order

Dear Carphone Warehouse,

I am making a formal complaint regarding my recent mobile upgrade and the Apple AirPods 4 that were included with my original online order.

I placed my upgrade online and received an order confirmation which clearly shows:

- Apple iPhone 17 Pro 256GB Cosmic Orange

- iD Mobile 400GB, 24-month upgrade

- 1 × Apple AirPods 4 – £0.00

I travelled to the Friern Barnet store specifically to collect my order.

When I arrived, I was told there was a problem with the upgrade because the Upgrade Eligibility Check had expired. The store system itself showed that the transaction had to be cancelled and the Upgrade Eligibility Check reprocessed.

I was therefore required to complete the upgrade again in store. This was an issue with the system/process and was not caused by me.

I received the iPhone, but I was not given the Apple AirPods 4. I specifically asked about the AirPods and was told by the member of staff that I would not receive them and that I would have to pay for them separately in store.

I do not accept this explanation.

My original order confirmation clearly lists 1 × Apple AirPods 4 at £0.00. I did not purchase the AirPods separately; they were included as part of the promotion attached to my mobile order.

I should not lose a promotional item that was included in my confirmed online order simply because your store had to reprocess the upgrade due to an expired eligibility check.

I am therefore asking Carphone Warehouse to honour the original promotion and provide me with the Apple AirPods 4 included in my order.

I can provide the original order confirmation showing the AirPods at £0.00, as well as photographs of the store system showing the issue with the upgrade eligibility check.

Please investigate this with the Friern Barnet store and confirm how and when I will receive my AirPods 4.

I would also like this complaint formally recorded and a complaint reference number provided to me.

Kind regards,

Martyna Pasterczyk

Gemma M

iD Mobile Employee

Hi @Martyna94,

I'm sorry to hear about the issues you've experienced with your upgrade and the missing AirPods.

As the upgrade was ultimately processed and completed in-store, this is something that would need to be investigated by the point of sale directly, as we're unable to review or amend orders that were placed or reprocessed by a retail store.

We'd recommend continuing to pursue this with Carphone Warehouse/Currys, as they will have access to the original order details, the in-store transaction, and any promotional offers that were applied at the time of sale.

If you haven't already done so, we'd suggest providing them with:

A copy of the original order confirmation showing the Apple AirPods 4 (£0.00).
Any photographs or evidence relating to the upgrade eligibility issue.
A copy of the complaint you've drafted above.

They will also be able to log and manage a formal complaint and provide you with a complaint reference number.

I'm sorry that we're unable to assist further with an order processed in-store, but the retailer will be best placed to investigate and resolve this matter for you.

Regards,

Gemma M

The iD Mobile Social Media Team

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