DPD claims been delivered but no device been delivered

[Abbyabba786]

Hi all I hope you can make some time to hear me owt as I’m a 78 year old lady who’s also disabled, I ordered a upgrade device IPhone 16 pro max on the 12th July and was told it would be delivered on 15th July o anxiously waiting all day I get a message it will be with you in 30 mins although on the system it still stated the driver had 40 more deliveries before me anyhow I was told it would require a signature and previously when I ordered something of this value the delivery person would knock on door and take photo while it was in my hands and clearly you could tell it’s my house door alittle but of the inside well this time the picture was alike asif he was in his van but his location showed he was somewhere Around my area / street so know I’m left with no phone and the worrie of have oil been scammed b I called DPD who told me to immediately call 3 g my provider and bless her the girl on the phone was very good as my heart was pounding and I was so upset anyway she said we’ll get bsck ti you by 22nd July but that feel like eternity What can I do and what’s the possible outcome 

[JonathanB]

Hi @Abbyabba786,

I'm sorry to hear about this situation, and I appreciate it must be really distressing awaiting an outcome. Based on what you've shared the advisor is following the process, she would raise this to our logistics team who will check every step of the journey from our warehouse to DPD'd delivery. They'll determine if the package has been misplaced or if there's any potential fraud involved.

Please allow time for this to be investigated, and if it's accepted that the device wasn't delivered then it should be replaced.

Like you mentioned, couriers follow quite strict processes to take proof that they've delivered the packages, and the vehicles and parcels are tracked and scanned throughout the journey too, so it's very unlikely that an incorrect outcome would be reached in one of these investigations.

Thanks,
Jonathan

[Geluk]

Have you checked on DPD's  tracking for this parcel for PROOF OF DELIVERY including image of delivery?

[messymedia]

I'm currently dealing with the same situation as the original poster. My DPD 'delivered' email says to click a link to view proof of delivery. When I clicked it I just received a name and time of delivery. No photographic proof at all. The only reason I knew it was delivered to THE WRONG TOWN ENTIRELY is because I used DPD tracking online and it said the last stop was a totally different town to where I live. 

[Paddiewack]

I don’t want to say I don’t believe you. I’ll temper it by saying that if DPD say your phone has been delivered and you haven’t got it then the possible (but not exhaustive) reasons are as follows. 1) The driver misappropriated it. 2) It was stolen at some point other than driver involvement. 3) Three cancelled the order;unlikely as according to you the DPD tracking confirms the device was on route. 4) It was stolen from your doorstep which seems unlikely as you were tracking it, As to what you can do well you can lobby DPD to investigate and the same goes for Three but if it were me I’d mention it to the police and even get a crime reference number;short of that you’ll have to wait until 22nd July.