Order cancelled 23.45 night before delivery

[Bex1981]

I ordered a iPhone 15 pro max on 24/08/24 as my contract is ending I went through all the motions ( security credit check etc ) all had gone through and I was told that DPD would deliver new phone on 28/08/24 . I go to check my emails this morning and there is now a email saying my order didn’t go through and it’s all been cancelled. This email was spent 23.45.on 27/09/24 

I was not given any info about e-signings or sending proof of ID 

has anyone else had this ? feeling stressed about it now I have been with 3 since the iPhone 6 gotta be over 10 years I have been a loyal customer and even though I probably could have got a phone cheaper I still stayed with 3 as I find it easier to go through them instead of doing a whole new contract somewhere else ,  although I may have to change my mind if this isn’t resolved quickly 

[Keironw22]

Yeah happened to me. At no point told that had to validate the order, then because I missed one phone call from Three ( whilst working) they cancelled my order. Worse bit was they wouldn’t honour the Black Friday price. I was made to feel like a criminal after complaining. 

[CatTK]

I’ve just experienced this exact issue. I went through all the motions, paid for next day delivery and selected and signed for a plan. Know told (90mins on phone) that dpd cancelled the order (why are they able to cancel it?) and Three want me to cancel and select a new plan! I want the phone and contract I ordered delivered. Still awaiting a response.

[KateS]

Hey @CatTK,

I'm sorry to hear your order has been cancelled and can imagine how frustrating this is.

Did you receive any calls from Three prior to the delivery? Or notification from DPD that the delivery was scheduled?

Did you raise a complaint on the account when you spoke with our Support team? If not, I'd suggest doing this so our team can thoroughly investigate.

Thanks,

Kate

[JonathanB]

Hi @Bex1981,

I'm sorry to hear about there was an issue with your order. Did you receive any update in the meantime, or were you able to get in touch to find out more about what's happening with your order? Please let me know if you still need any help with this.

Thanks,
Jonathan

[58warren]

I have gone through all the credit checks etc and Three accepted my order and I’ve had an email this morning saying it’s been cancelled. No information explaining why whatsoever.

What a disgusting way to treat a customer who has been with you 16 years!!! Are you now going to try and fleece me for the more expensive plan that I was on???

[PeteG]

Hello there.

Oh, that's not so good. 

There could be a few different reasons for the order being cancelled, and it's not something I'd be able to confirm from here, sadly. 

The details of why the order was cancelled should be documented within the account, if you reach out to the Support Team, the team can check that and advise you of what's going on. 

Pete.