DPD lost my parcel, tracking hasn't updated in over a week now. DPD informed me that my parcel is lost. I have been contacting ID everyday to contact DPD ASAP. I have been waiting over a week for this upgrade. Now I was informed that I have to wait up to 29 days for an investigation. Is this a joke. It is so ridiculous that I have to wait another month for an investigation for I phone that I do not have and I paid an up front deposit on. Why can't ID send me a replacement and deal with DPD in their own time and get their money and phone back if it's found. This is the worst customer service ever. I regret buying it from this company. This is the worst company ever, I will never use this again. I want my phone that I paid for. It is not my problem to now have to wait for some investigation. Check my tracking, it is clearly missing and DPD even told ID that it's missing.
Hello
Thank you for reaching out to us here on the community.
We are very sorry to hear this has happened, we appreciate this must be frustrating and want to apologise for any delays.
When a delivery is not completed, it is normal for us to raise this directly with DPD to begin an investigation. Typically, this would take 6 workings days, have you been given any information on why it could be up to 29 days?
Whilst an investigation is taking place, we would not be able to send another handset as one possible outcome is that the delivery is located and reattempted resulting in you receiving two handsets.
Thanks,
Nat
+25Hi
Sorry to hear this, have you already raised this to iD Mobile?
If so, please keep on with that team, if not, please let us know so we can get in touch and take a look.
Tom
Hi
Have you received your phone yet? I am currently going through the same issue.
Hi, I have received a replacement now. Took almost 3 weeks of waiting but got it in the end
+24Hi
Glad to hear that this is resolved.
If you require further assistance, please let us know.
Kash
Hi
Have you received your phone yet? I am currently going through the same issue.
Hi, I have received a replacement now. Took almost 3 weeks of waiting but got it in the end
Good to hear.
What was the process like? They told me they have to wait for DPD to come back with a claim number before they can send out a replacement. Also what sort of compensation did you receive if any for the inconvenience?
+25Hi
Typically should DPD be found at fault for this, we’d have no issue sending out a replacement and issuing a credit to cover the time spent paying for the plan but not having it, as well as a gesture of goodwill for the inconvenience.
Unfortunately before that happens there is some waiting as we’d need to allow DPD to investigate, but please take solace in knowing that if things are wrong, we’ll put them right.
Tom
Having the same issue. Getting fed constant lies by DPD who have even told me on one occasion that the item is lost. I don't see why a replacement can't just be sent out as the item has been paid for and there is actual evidence that DPD have lost it. Very poor customer service from ID and to rub salt I to the wounds, they have actually had the nerve to send me the first bill for an item I have never received.
+25Hi
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.
Tom
+25Hi
I’m sorry to hear this, if DPD did actually say they lost the parcel, I’m unsure the issue we’d have in issuing a replacement, have you been in contact with us?
Billing would be sent completely separate of a delivery.
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.
Tom
The problem is DPD keep changing their story. They go from it's lost to it's found and now again today, it can't be located again and there now has to be yet another 6 working day investigation.
I know I will get the handset eventually as that will never be up for dispute because the evidence is all there on the DPD system that no delivery was ever made, it's just wrong that I should be made to wait when the agreed condition was I would receive my handset the next working day. This is up to now an unfulfilled contract on behalf of ID mobile/Currys.
Any dispute is between ID and DPD and not myself, the customer. Yet here I am, dragged into this shambles and being treated abysmally by a provider I put my trust in
+25Hi
I see we’ve been in touch and that the complaints team are already handling this, please continue with them.
Tom
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