Hi everyone,
I’m seeking advice on how to handle an issue I’m currently facing with Three and DPD regarding a misdelivered phone. Here’s the situation:
I ordered a phone on contract from Three, scheduled for delivery on 24th December 2024 via DPD. Since I was away for work, I requested the parcel to be redirected to my neighbour’s address (which both Three and DPD confirmed via email). Despite this, the DPD driver delivered the phone to my original address and handed it to someone neither I nor my landlord knows.
I live in a shared house with multiple tenants, which was the reason I was concerned about my parcel being stolen in the first place. To avoid this risk, I specifically redirected the delivery to my neighbour’s house, where my colleague lives, as I trusted him with such a costly parcel. Delivery companies like DPD should understand the risks associated with shared house situations and commit to honoring redirection requests. If they cannot guarantee this, they should not offer the redirection option or send confirmation emails stating, “Parcel will now be delivered to your neighbour.”
The person who received the parcel was either one of the tenants who gave the wrong name to the delivery driver, or someone visiting a tenant. Unfortunately, the picture provided by DPD as delivery confirmation has not been helpful in identifying the person holding the parcel.
Since the delivery mishap, I’ve been on the phone with Three’s helpline 29 times over the period of two weeks, as shown in my call history, having to explain the situation repeatedly to different advisors. The case has been closed multiple times without consulting me or requesting any evidence.
The most bizarre part of this ordeal is that two senior advisors from Three’s Logistics Support Team (both with Indian accents, one being the team manager) assured me after reviewing the case that the issue was clearly DPD’s mistake. They confirmed I would receive a refund, my contract would be unwound, and they even initiated a request to blacklist the device. They also informed me the decision was being forwarded to the UK-based executive team.
However, when I later spoke to a member of the executive team, they completely denied any confirmation from their logistics team and dismissed it as a potential mistake by those individuals. While this might be possible, the lack of consistency and accountability in Three’s customer support is shocking.
This experience has left me utterly disappointed. I believe Three’s top management should review their processes and take steps to ensure customers don’t have to go through such a frustrating experience. I’m now in a situation where I would advise anyone to avoid Three entirely, given how poorly this has been handled.
At this point, I feel stuck. Should I escalate to the Financial Ombudsman Service? Are there any other steps I can take to ensure I’m fairly compensated? I also feel it’s unfair to involve my insurance company, as this is clearly a failure on Three and DPD’s part.
Any advice or shared experiences would be greatly appreciated.
Thank you!
