Customer Receives Fake iPhone in Delivery Mix-Up, Sparks Investigation

NORTH YORKSHIRE, England — A North Yorkshire resident expecting a new iPhone 14 received a fake, non-functional display model instead, sparking a dispute with Tesco Mobile and delivery service DPD. The incident, which occurred in October 2024, left the customer locked into a two-year contract for a device they could not use.

P.W., a farm resident, ordered the iPhone 14 as part of a Tesco Mobile contract. DPD attempted delivery on the scheduled day, claiming no one was home despite six people working on the farm. The following day, a DPD driver delivered a package containing what appeared to be an iPhone 15. However, upon opening the box, P.W. discovered it was a display model with no functional parts.

“All of the ports are moulded shut, and it has no slot for a charger or SIM card,” P.W. said. Despite contacting Tesco Mobile, the company insisted the correct phone had been delivered and issued a deadlock letter, leaving the customer tied to a £43.24 monthly contract for a useless device.

Helen Crane, consumer expert at This is Money, intervened, describing the situation as “bizarre.” Crane noted that the fake iPhone, worth about £10 online, is typically sold as a children’s toy or photography prop. “It takes the concept of a ‘dumb phone’ to the next level,” she said.

After Crane’s involvement, Tesco Mobile resolved the issue within two days, delivering a genuine iPhone and refunding £86.48 for two months of payments. The company also offered a £50 goodwill gesture. A Tesco Mobile spokesperson said, “We’re really sorry this has happened, and we’ve spoken with [the customer] directly to resolve his issue. We’re also completing an internal investigation to make sure this doesn’t happen again.” DPD did not respond to requests for comment.

In a separate incident, S.K. of England lost a Nintendo Switch console purchased on eBay after Royal Mail left the package under a van outside their home. The parcel was stolen, and the eBay seller refused a refund, citing successful delivery. Royal Mail declined to investigate without proof of postage, leaving S.K. without recourse.

Helen Crane advised online shoppers to use tracked delivery services, which offer higher compensation limits. “Using Royal Mail’s Tracked 24 or Tracked 48 service offers compensation up to £150 if the item is lost,” she said.

Both cases highlight the challenges consumers face when delivery issues arise, particularly when dealing with third-party sellers and delivery services.