I ordered an iPhone 14 from Tesco Mobile... but received a TOY version instead:

[TrueBlueTerrier]

https://www.thisismoney.co.uk/money/bil ... -CASE.html

In October, I signed up to a new Tesco Mobile contract which came with an iPhone 14 in black.

The phone was set to be delivered by DPD, but on the scheduled day it attempted delivery and said no one was home. This wasn't the case. I live on a farm and six people including myself were working there that day.

The next day, a DPD driver arrived and delivered the parcel - but when I opened it, it was an iPhone 15 in green.

I called Tesco Mobile and it said I could keep the newer phone if I was happy with it.

But when I removed it from the box I realised it was not a real phone, but a display model. All of the ports are moulded shut and it has no slot for a charger or sim card.

I contacted Tesco Mobile customer service, but it insists the correct phone was delivered. It has now issued me with a deadlock letter.

I'm tied into a two-year contract for the fake phone which costs £24.74 per month for the handset and £18.50 per month for the airtime. P.W, North Yorkshire

Helen Crane, This is Money's consumer champion replies: What a bizarre experience. You were expecting a brand-new iPhone 14 - worth £599 - but received a useless plastic brick.

With a sticker for a screen and no working parts inside, it takes the concept of a 'dumb phone' to the next level.

Bemused, you even took it into your local Tesco, and the assistant said that was the type of phone they were sent to put on display in store.

I found these pretend iPhones for sale online, for about £10. They're advertised as being a childrens' toy, photography prop or for 'pranks' - but in my mind are obviously a gift to scammers.

Neither Tesco nor DPD was able to tell me how this fake phone got into your package.

It could have been mistakenly packed by Tesco, but equally it could have been swapped during the delivery process.

It's sadly becoming more common to hear of delivery drivers or warehouse workers nicking the contents of parcels.

They then stick any old item in there that weighs about the same, in order to convince the unsuspecting recipient to accept it on the doorstep.

When you order something from a retailer online and it doesn't arrive or is damaged (or in your case replaced altogether) then it is the shop's responsibility to sort it out, not the parcel delivery company.


You contacted Tesco Mobile, but it insisted the real handset was packed and delivered on the first scheduled day.

But if that was the case, why would DPD make another delivery there on the next day, when you were handed the dummy device?

The DPD tracking records show a missed delivery on the first day, and then a successful one the day after.

If you refused to pay the monthly bill, Tesco said you would be in breach of contract, so you felt forced to keep stumping up for the useless brick.

After a couple of months with no luck persuading Tesco, you contacted me.

Within two days of me speaking to Tesco Mobile and, you had received another phone delivery - a real one this time.

You were also refunded for the two months of airtime and device payments you had made, totalling £86.48, and given a £50 gesture of goodwill.

A Tesco Mobile spokesman 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 a request for comment.