Hi Sky Community,
Hoping someone (or Sky) can help resolve a very frustrating order issue.
Timeline:
- Friday 7 Nov: Ordered 2× 256 GB iPhone 16e (1 white, 1 black) on Sky Mobile website → credit check passed.
- Saturday 8 Nov: Called for 1.5 hrs to change black → white (to avoid 6-week wait on black). Advisor confirmed cancellation of black + new white order → second credit check triggered and passed.
- Sunday 9 Nov: Received delivery notification for Monday 10 Nov between 13:23–14:23.
- Monday 10 Nov: No delivery attempt.
Checked DPD tracking (3 tracking numbers)
→ all showed “Return to Consigner
Requested” at 09:15 AM — 4 hours BEFORE the delivery window. No attempt, no card, no contact.
- Today, 11 Nov: Called Sky. Told I “rejected” the delivery and items are returning. I pointed out:
- I’m the consignee, not consigner — only Sky/DPD can request return.
- Return was logged before the scheduled time.
Advisor insisted Sky didn’t request it, couldn’t say who did, and refused to escalate.
Suggested I reapply via app → application refused, almost certainly due to two credit checks in 48 hours caused by Sky’s amendment process.
These phones were birthday gifts — now missed due to a clear system/delivery error not made by me.
Why can’t Sky:
1. Investigate who requested the return (DPD logs show it was sender-initiated)?
2. Honour the original amended contract and redispatch the two white iPhone 16e 256 GB?
3. Remove the unjust credit refusal caused by their own process?
Has anyone had a similar DPD “pre-emptive return” or credit block after Sky-initiated order changes? How did you get it fixed?
Thanks in advance.
@SkyHelpTeam — please can you pick this up urgently?
