Significant delivery issues

[Joonas123]

Hello,

I’m posting to see if anyone else has been unfortunate enough to go through similar hassle with product deliveries from Sky.

I ordered a new iPhone almost a month ago and despite Sky being initially prompt with sending it, I still don’t have it - and to make it even worse neither Sky or DPD seems to have no idea as to where the phone is. 

Despite being at home for every scheduled delivery attempt, I have now received five consecutive “Sorry we missed you” notifications from DPD. I have contacted both Sky and DPD customer service multiple times, almost every day at this point, and I am repeatedly reassured the issue will be resolved but nothing has happened.

Whilst I acknowledge that the issue is largely due to DPDs mistakes, given the scale of the inconvenience, the repeated misinformation, the time wasted, and the complete breakdown in basic service from Sky’s side too is, in my opinion, inadequate.

Hence, asking whether anyone has come across similar turns of events and if so, how was your situation resolved? Anything I could move the needle!

Thank you

[63johnw]

Hi @Joonas123  have you tried an official complaint ?

https://www.sky.com/help/articles/how-to-make-a-complaint

[Brightfield28]

I haven't 123, but this sounds like it needs to be escalated ASAP

[Joonas123]

Hey, thanks for the prompt response! 

Yes, wrote a formal complaint already more than a week ago without any response/update - as with the delivery too

Thank you regardless & have a great day

[Daniel0210]

@Joonas123 

Sky have up to 8 weeks to resolve a complaint or issue a deadlock letter. 

[Joonas123]

Thank you for clarifying! Makes sense! Hopefully receiving some answers before the 8-week deadline...

[GemmaB2022]

Hi , 

I ordered a new phone and iPad , although I knew there would be a delay with the phone , I was told the iPad would be delivered the next day , this was 5 weeks ago, i contacted them and was told if  I changed the colour of the phone it would arrive the next day. Still no devices . So I contacted them again last Saturday to be told the devices were stuck in transit however it was the original colour I ordered as no change of colour had been placed  (although the status on my account was still coming soon with no tracking number ). They told me they would escalate this to the processing team and I would hear something back within 6 days. I never heard anything. So I called them yesterday, and they told me that the devices had been cancelled by the customer , which I never did ! So the guy I spoke to yesterday re ordered both and said I would receive them today. I've checked my account and the status is still saying coming soon so I am not holding out much hope !!!