“Had a faulty phone. I had to send it back. I was not offered a temporary phone or any kind of stop gap whilst I didn't have one. I had to wait for them to receive my phone then process it then send me a new one. Very poor customer service. I won't be using again.”
“Ordered an iphone 5C for my daughter's birthday to arrive by 19/2/2014. After some form of IT problem, numerous calls to Dialaphone and multiple occasions of staff not calling me back when they said that they would, the phone arrived on the 26/2/2014 - I was offered £20 by way of compensation from Dialaphone and asked to wait 2 weeks for this to appear in my bank account. 3 months down the line the money has never been paid to me. This is the 4th phone that I have purchased from Dialaphone. I can't say that i'll ever be minded to buy a 5th one!”
“Got told I would get cash back on the phone if I got a contract. Then I receive a letter saying i have to send phone bills in. Surely you know when I have paid my bill. It's obvious to me, that this has been done because you know people don't have time for that! Therefore you don't have to give the cash back. You shouldn't use something as a sales tool, that is clearly misleading! I do not have time to do that, surely you should make your products easy to use for all consumers.”
Hello Ashley,
Thank you for leaving your comment.
The cashback is paid out via a redemption scheme throughout the contract. We don’t have access to the billing side of your account as this is held purely with the network themselves.
In order to make your claim you will just need to email your latest bill for each on to cc@dialaphone.com and the claim will be processed for you, the payment is then paid directly into your account for you. As long as you send the bill across within the claim dates provided then the payment will be processed for you, there is no reason as to why we would not want to make the payment.
Thanks, Sam.
“The initial ordering of the phone and contract was fine but the following day I was given incorrect information which resulted in a wasted journey to the store. Completely unsatisfactory customer service”
Hello Jill,
I’m glad to hear that ordering the phone and contract was fine!
I’m sorry that you’ve had a wasted journey into a store, if there is anything that I can help with please feel free to email me at socialsupport@dialaphone.co.uk.
Thanks, Sam.
“The initial order went very smoothly, as I had come to expect. However, I decided that I wanted to change the phone and made numerous calls with promises of a return bag being sent out, but they never arrived. I won't go into the details, but in the end I was left without a phone and lost a lot of money from lost earnings.
I could never again recommend Dialaphone and as the customer service is also Phones4u, I wouldn't buy from them either”
“I ordered an iPhone 5s dealing with your selfs was very good but there is a big but dpd was meant to be delivering my new phone instead the driver delivered it to the wrong address the driver was a chap called Dave! Dorchester,Dorset area.”
“I had a reAlly frustrating experience when I was cut off my old mobile before I even received my new ones. This left me without a mobile for three days. When the salesman sold me the mobiles he assured me I would still have use of my old mobile. No where along the lines of the conversation did he say when I took out new contracts I would be cut off straight away before I even received my mobiles. I followed up with your sales men who blamed Orange/EE and Orange/EE blamed your company. I received no satisfaction or any recompense for no working mobiles. I received no written apology. It did chase up and received a sorry over the phone , again I did the chasing and it was my time and money to try to get satisfaction. I M very disappointed and will seriously consider where I get my next mobiles/contract in the future and maybe go into a local high street. Shop where I have always gone.”
Hi Peter,
Have you received your My Account login details yet?
You will be able to check the details & status of your order via this facility.
Many thanks,
Hugh
Hi Robert,
Sorry to hear you were left without the proper use of your number for 24 hours.
We do aim to get the network provider to make the transition as seamless as possible. I can understand it must have been very frustrating to be in that position.
Please accept our apologies for any inconvenience caused.
Many thanks,
Hugh
“I def would not recommend dial a phone as the service I have recieved has been absolutely disgraceful. I have been sent 2 faulty galaxy s4 phones and have waited nearly a month for them to send me a bag to return the phone and still havnt heard from them!!!! They wouldn't allow me to cancel either and still want to take payments even though I havnt got a phone that works like it should. What a joke!!!!!”
Hi Sonia,
I’m sorry to hear you’ve received two faulty handsets. I can imagine how disappointed you must have been.
The exchange bag should take between 3-5 working days for you to receive. Have you made us aware previously that these have not arrived? As we can despatch further exchange bags.
As you can appreciate pre-paid bags can unfortunately go missing in the post. However, I can fully understand how frustrating it must be being without a working phone, especially for this length of time.
I’d be happy to look into this further if you would like to email your details to socialsupport@dialaphone.co.uk.
Many thanks,
Hugh
Hi Jan,
Sorry to hear you're not happy with your tariff.
There is a 7 working day cooling off period for new contracts purchased online or over the phone where we can look to see if there are any deals more suitable for you.
If you are within this timescale and would like to view your options please feel free to phone us on 08448 712 251 or email socialsupport@dialaphone.co.uk.
Thanks,
Hugh
“Ended up taking 4 days off work to accept a NEXT DAY delivery due to incompetence on Dial-a-Phones side and their dealings with DPD. First phone disappeared abroad, second phone ended turning up over a week on from 'doing the deal' on the phone. No one was able to really help (although they tried). Overall very disappointing. however I do love the phone (Z2) and EE are surprisingly good too (in terms of reception service and internet speed etc).”
Hi Jeremy,
Please accept our apologies over the problems you have had regarding the delivery of your new phone. It’s not an experience we would wish on any of our customers.
I am, however, happy to hear you’re enjoying the handset now and EE are providing excellent reception.
I hope you do not have any further problems, but if you do please feel free to contact ourselves at socialsupport@dialaphone.co.uk.
Many thanks,
Hugh
“The cash back system seems designed to make it too difficult to do, hence no cash back. I would not have gone for this package if the details had been made clear upfront.”
Hi Rhys,
I'm sorry you're not happy with the cashback redemption process.
I can understand you being frustrated if the process has not been fully explained. If you retrieve your bills online you can download them with ease off the network providers website, then simply email this to cc@dialaphone.com and the redemption will be processed and transferred into your bank account via a BACs transfer.
Hope this helps!
Many thanks,
Hugh
Hi Stephen,
I'm sorry you didn't find our service satisfactory.
We do aim to provide the best service possible so it's not the experience we wish to give any customer.
If you are still having problems please don't hesitate to email socialsupport@dialaphone.co.uk with your details so we can look into the issue further.
Many thanks,
Hugh
“I was due for an upgrade and thought I would use Dialaphone after my brother had been with them for years. I was instead sold another contract, which was not what I bargained for. I had to force Dialaphone to apologise meaningfully and contribute to both contracts I then had to pay. I did ask many times on the phone that I wanted an upgrade not a new contract. Awful service! love the phone, but need to improve the overall package”
Hi Ryan,
I’m sorry to hear you had this problem. I hope it’s all resolved for you now?
If you do continue to have problems please don’t hesitate to contact socialsupport@dialaphone.co.uk.
Many thanks,
Hugh
Hi Lucy,
Apologies over the problems you've experienced with receiving your Galaxy Gear. I am aware there is a stock shortage of this product currently. This promotion is subject to availability and the estimated date for Dial-a-Phone to receive stock is within the next 30 days.
Again I apologise for the delay, I understand how frustrating it must be having to wait this length of time.
If you wish to email your full details to socialsupport@dialaphone.co.uk I can explore any possible alternative resolutions for you.
Many thanks,
Hugh
“29/4/14 Phone arrived on time, was told samsung gear would follow,rang to find out where this item was, then was told within 20 days,waited 20 days rang again, then I was told within 5 working days,left it for a week then rang again then told out of stock and would have to wait another 30 days, this really isn't good service at all, I spoke to a young lady called Heather who was really helpful and was very easy to deal with.
All I want is the samsung gear I was promised!!!”
Hi Steve,
I’m sorry you’ve been waiting so long to receive your Galaxy Gear. I am aware there is a stock issue of this product and unfortunately you are correct in the estimated timescale for expected delivery.
If you would like to email your details to socialsupport@dialaphone.co.uk I can look into anything else we can arrange for you?
Many thanks,
Hugh
“We have had our phones for almost two weeks and whilst the organising of the order/delivery was straight forward, one of our phones has still not been transferred to keep our old number.
We have phoned EE, five times. Apparently Dial a phone/phones4u did not sent through the required information, wich has caused the delay. When you are waiting for urgent calls regarding job applications etc, this is not very helpful and not really good enough - hence the one star.
Do what you promise.”
Hi Maryann,
Sorry to hear you’ve had problems with your number transfer.
Was this an upgrade? If so and if you are still having problems you can email your full details to socialsupport@dialaphone.co.uk and we can investigate this further for you.
Many thanks,
Hugh
