Missing item from SKY delivery

lozlizlow

On 7/9/25 I ordered an Apple Watch Series 10 and a pair of Apple Airpods Pro on my SKY mobile account - to pay for both over 12months. 

Tuesday 9/9/25 I got my delivery however only the watch was in the box.

I didn't question that the airpods weren't in the box as the website said 'Delivery in 1-2 weeks' at the time of ordering - no problem. 

I logged into my account Thursday 11th to see if there were any updates about these but all I got was 'mobile accessory order delivered 9/9/25'. Implying that both items were delivered, nothing separate. 

After chatting with an agent I explained all of the above. I sent photo's of the DPD delivery man (from the ring door bell), a screenshot of the DPD delivery email and even rumaged through the recycling to get the delivery box. 

The agent said they had raised a case with DPD and I'd hear from them in 3-5 working days. SKY attempted to contact me on Tuesday 16th but I was working and missed the call. I attempted to call back but it’s a number that won’t ring, just an automated message saying they’ll be back in touch.

Another thing to note is that the airpods can no longer be ordered on the sky website (correct 2 days after delivery, I didn’t check before this because why would I?) 

Has anyone else experienced anything similar? The delivery I received was just one box, would the watch/airpods be in the same box? How can I prove that I didn't actually receive them? Will sky check their stock levels at the time of dispatch to ensure they were actually sent? Do SKY use anything like a stock management system to scan out items? Can they get in touch with apple to verify the airpods that should have been delivered have never actually been turned on or paired? 

I suppose the reason I’m worrying so much is that I know many people in this world aren’t very honest and I feel like I’m going to be branded in a similar bracket. 

I don’t want to end up paying for something I never received for the next 12 months & the airpods are showing on my next bill for payment.

Really hope someone out there has had a similar experience and can advise on what to do! 

PHK

I think Sky use DHL Supply Chain to package their orders. Which means the packaging process is filmed from above and linked to the order number. So they can see what is put into each box and then the box being sealed. 

They then weigh the box and it's weighed at various points by DPD. 

I don't know how foolproof this is and if someone could intercept without noticing. But as you received the more expensive item, it might well be that this is a mistake at the despatch end.