Mobile Phones Direct Reviews

Name: Mobile Phones Direct
Rating: 1.91

1.9 Rating 194 Reviews

22 %

of reviewers recommend Mobile Phones Direct

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Metrics

1.9

Based on 194 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 46%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Mobile Phones Direct 5 star review on 26th May 2025

"Very bad experience with Mobile phones direct . \r\nI have placed an order on 7th March and upfront cost 299\u00a3. Item has been delivered to me on 9th March. As my existing contract going to end in June I can\u2019t transfer my mobile number. If I want to keep the number I have to pay the termination fee. Hence I decided to cancel the order\/contract with in 15 days cooling off period. I called mobile phones direct on the same day 9th for cancellation. They advised me to return the phone with in 3 days . I posted the device on the same day 9th through Royal Mail Special next day delivery which I have paid 9\u00a3. The item has been delivered to mobile phone direct on 10th March 9:30 AM and signed by them. Contacted Customer service and they asked me to provide royal tracking id and proof . Provided trackingid and proof to them . Then they said I need to wait 5-7 working to process the cancellation. Keep on chasing them . Every time same wait till 7 working days . Today again I called customer service . I have been informed that some backlog items hence the delay. No notifications or communication about the delay . Still I am waiting for the cancellation process and then another 5 working days for the refund . Though I am not using the SIM card still I have paid to network providers as mobiles phones direct didn\u2019t inform them. Once cancellation processing is done then only they do inform the network provider . I need to wait another month to get the refund from the network provider. You get cheaper deals with mobile phones direct but the service is not good as expected. Very bad process. Very bad experience with them.I have seen other reviews with similar experience. Please don\u2019t waste your money. They are breaking rules, customers act law. even after sending the proof of item delivery still playing games and making excuses. Read In reviews that gave same reason for them too. Seeking options to complain on Mobilephonedirect with all the proof and emails if it won\u2019t resolve."

Mobile Phones Direct 1 star review on 22nd March 2023

Anonymous

Mobile Phones Direct 5 star review on 9th January 2023

Allan C Taylor

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hi guys, Just like to start by saying I am not one for usually taking time out my day to make these types of complaints, but the INSANELY bad customer service I've received since sending off my phone for repair with MPD, definitely needs to be put forward. I'd like to start off by saying that initially in terms of purchase and delivery, they had a brilliant service and there is nothing to complain about. However my Apple pay sensor had broken on my IPHONE 11 and after receiving a diagnostic from Apple, they said that the sensor would need replacing and that MPD would be able to help. I was told that once submitting my phone, the process wold take 2-4 weeks for my phone to be returned to me (which in itself I think it's pretty long) - However, we are officially now in the 7th week since submitting my handset I've still got no phone! Through the process I have spoken to multiple customer service advisors, and apart from Pedro, all of them said they would 'get back to me with an update' and never did. 25th March - Katherine 6th April - Dennis 22nd April - Uma 2nd May - Lauren 5th May - Pedro (Only one that did follow up) 9th May - Abbie It sounds quite absurd to me that no one in the organisation seems to know what is going on and cannot get in contact with the repair centre to get an accurate estimate of when the phone will be delivered. They seem to not have a phone number for the repair centre which sounds very hard to believe... how do you not have a phone number for one of your suppliers? Especially one that is specifically responsible for repairing broken hand-sets ? Anyway, it's now been over 2 weeks since I've been told the repair centre should respond within 24/48 hours with an update to the situation (as this is the SLA), and I've still got 0 indication of where we are at in this matter. On top of which, I asked to speak to a member of higher management on Friday 6th March, and whilst I was assured that someone will be in contact maximum Monday 9th March, we are now onto Tuesday 10th March and I've had no contact with anyone. Just to put into perspective how ridiculous this process has been, I've had my car fixed quicker by my insurance company than I've had my phone repaired and returned to me. Lastly, I don't really understand why the process is taking so long as Apple clearly indicated as this would need to be a straight out replacement due to the apple pay sensor being on the motherboard, so not repairable. Oh, and just to finish off, for the whole inconvenience, as a gesture of good will, they offered to not charge me for weeks 5 and 6, which in all honestly is laughable as a gesture of good will taking into account I've been phone-less for 7 weeks. If you are one of the lucky ones to never have an issue with the phone once the company sends it out, you might have a good experience, but I'd definitely take into consideration that if anything does go wrong, I've nearly been without a phone 2 months out of a whole year.”

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Posted 3 years ago

“Disgraceful company! I ordered one mobile phone contract and ended up with 2 for £50 per month each!!.....they created a second contract 8 days after I received my order.....without my consent or knowledge! I only realised when I was sent 2 mobile phone bills from o2. They refused to let me speak to a manager, promising a manager would ring me back within 72 hours. It has now been 11 days and guess what....no phone call! Rude representatives, managers who don't ring you as promised, no apologies, no email acknowledgement, nothing! Their error yet I am being penalised with 2 Contracts and no help! Disgusting service avoid like the Plague!!!! The worst I have ever had the misfortune of dealing with! Buyer beware!”

Helpful Report

Posted 3 years ago

“Absolutely outraged. Just tried to claim my cash back and was informed that all my claims had expired. This was not made clear to me before purchase and every time I tried to upload for my cash back the website would not upload my pdf file. Absolutely disgraceful, what a SCAM”

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Posted 3 years ago

“ordered a Nokia XR20 6GB ram from their site and they sent me the wrong phone. They said they cannot get the 6GB version so I can have £50 as a gesture or send the phone back and have the contract cancelled. I sent the phone back but they are alleging there is a "very big scratch over the front camera" and so will not accept the phone back. I am now stuck with a contract on a phone I did not order due to their error. Trading standards have been contacted”

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Posted 3 years ago

“Stay away from this company they do anything to get out of giving you the money. It is not clear when you sign up that you have to claim the money back, they do not tell you when you can no reminders are sent and when you miss one they don't tell you that you have missed one. Clearly, their business plan is to not communicate with the customer and hope that they miss their opportunity to claim back so making huge amounts of money.”

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Posted 3 years ago

“DO NOT USE. Terrible customer service. No proper complaint procedure. Lost out money because of their error. Absolutely shocking. BE WARNED.”

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Posted 3 years ago

“Avoid! CASHBACK RIP OFF! Unresponsive and unhelpful. Their cashback offers are confusing and complicated. I was due £396 over a 24 month contract and ended up with zero. Every time I tried to claimback the cash, the website would not upload the pdf file.”

Helpful Report

Posted 3 years ago

“I've had a regrettable experience with MPD. No sim with the phone when delivered. Poor communication trying to sort this out, broken promises, ignored emails then a lack of response since the phone developed faults after Samsung updates. Took legal advice via Direct Line and have submitted a letter before action with a via to issuing a summons to the County Court on 14/1/22. I cannot explain why the service is so poor and disjointed but overlaps it's because of working from home. The only people keen to call me were the slimy insurance guys pretending to be MPD following up on my purchase. Sleazy.”

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Posted 3 years ago

“CASH BACK IS A SCAM - for Samsung they will not send you a proof purchase even after 2 calls and their promise to do so”

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Posted 3 years ago

“Worse every experience. they hold the deposite for 3 weeks can not deliver the phone. Called twice and customer service is confused about answering the questions. All the got to say was cancel your order. What a shame that big company holding lots on money from their customer and dont have anything to deliver. I wish I less then 1 star review for them. I believe they work against UK law for holding money for that long for no reason, where is watchdog?”

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Posted 3 years ago

“Customer service has gone completely downhill. I used mobile phones direct for a few years and was very complimentary of the service. No more. My genuine advice is, avoid this company like the plague. The cashback scam. No reminders and heaven forbid if you delay or miss a month. No reimbursement, even if a week or so late. I ordered a sim card only deal for the order to be cancelled, twice. When ringing and asking for a copy of the complaints procedure or to be put through to someone in complaints, they don't have anyone, you have to put your complaint in writing and send to a generic email address. Like others on here disillusioned with this company. Thank God for customer choice. Avoid. Avoid. Avoid”

Helpful Report

Posted 3 years ago

“Placed an order, submitted valid proof of identity and address then randomly had my order cancelled with no explanation, waste of time”

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Posted 3 years ago

“Tried to order a phone online and then it was accepted for then to receive an email to send proofs through. All done nice and easily and then get an email to say it was cancelled as the documents didn't match the contract. It wouldn't as your awful website wont accept middle or double barrelled surnames. E-commerce at its finest and was then told to go through sales. They was as incompetent. We are not in 1990 so sort it out!”

Helpful Report

Posted 3 years ago

“Every month I have sent all the required info for cashback as each month being told I not eligible at this point! I feel it is a scam and makes the contracts really expensive. Avoid all co tracts with this on it as you will lose out”

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Posted 3 years ago

“Great when there’s no issues, but awful when there is ! . Go elsewhere”

Helpful Report

Posted 3 years ago

“This is an absolute joke. To receive your cashback, YOU have to be the one to claim it back, no reminders, nothing, and if you happen to forget to claim for 1 reason or another, TOUGH!!! Your loss. I have lost 2 payments only to be told" Sorry but if you miss your window too bad, there is nothing we can do about it." To say I'm angry is a MASSIVE UNDERSTATEMENT. They couldn't care less. They don't even deserve the 1 star, but you have to give the star to be able to write your review. To say they are sorry to hear that you've had a bad experience is also a joke. What are they doing about it, people are still falling into this trap. NEVER AGAIN!!!”

Helpful Report

Posted 3 years ago

“Terrible customer service and after sales, phone developed a fault after couple of weeks we had to send it back at our own cost and have been waiting for it to be assessed for more than two weeks. Won't recommend at all.”

Helpful Report

Posted 3 years ago

“They do not notify you of when your cash back is available, i missed 3 dates so I lost 230! I have now cancelled my direct debit, they still win, plus they get future cash backs owed to me. There is really no point in taking a contract with them, cash back is a huge hassle, you need to contact three for the statement which is not easy, then you need to fill out forms with mobile direct etc. Dont waste your time, cash back is a scam to get you to sign up.”

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Posted 3 years ago

“Cashback is a scam! I am leaving this 1 star review purely because of the Cashback scam that Mobile Phones Direct are running. You are told you will receive x amount of cashback and that you will receive it in instalments on certain months of your contract. What you are NOT told, unless you dive into the small print, is that you have to manually go in and fill out a form, involving you uploading that months mobile bill, for those specific months. If you do not do this, you lose out. I missed out on my first two instalments as I was simply unaware that I had to claim them manually. It is also a long process to claim them, as you have to log in to your mobile provider, find the matching bill, download it and then upload it to Mobile Phones direct. IT all feels like a very well thought out money making scheme on their part, nothing more than scam. They are relying on people to not read the small print and miss their instalment claims. Dirty, sneaky, money grabbing, scamming company.”

Helpful Report

Posted 3 years ago

“BUYING FROM THIS COMPANY MAY SERIOUSLY DAMAGE YOUR WEALTH AND HEALTH I returned a phone (that had a number ported in) within 14 day cooling off period in April and complied fully with the returns process. The return was accepted by MPD (Mobile Phones Direct) , a RAN (Returns Auth Number) issued and fully completed with MPD acknowledging receipt of the returned device. So far so good. This is where the nightmare begun. The completion of the returns process should result in the retailer MPD contacting the mobile service provider via an internal support process to indicate the phone has been returned whereby a PAC code is issued so that you can port out to to another network thereby completing the return. However, MPD told me to contact the mobile network directly which resulted in an £957 ETF (Early Termination Fee) bill attached to the PAC Code. I queried this with the airtime provider saying the phone had been returned. The airtime provider said ignore the ETF as I had informed the airtime provider the handset had been returned under the retailers RETURNS process. However, the airtime provider subsequently billed me for an £957 ETF in June as MPD had not contacted them to confirm the return!! MPD then refused (by inaction) to contact the Airtime provider to advise the handset had been returned even though my instructions were very clear. MPD took zero action after after each of my many phone calls & emails even though each representative (I spoke to the same person more than once) said the issue would be resolved. Emails were either ignored or answered with non specific questions like "how can we help you" even though my complaint was quite clear. Eventually, the network provider passed my account to a debt collection agency to settle the ETF as MPD offered no proof to the Network Provider that the handset had ever been returned. MPD effectively ignored my multiple phone calls, emails and a formal complaint (email read but unresponded) over a period spanning months. They refused to engage with the "Airtime" provider (by inaction) and ignored my requests to escalate the issue via their management chain. I am still trying to persuade the "Airtime" provider (as at 10th Oct 2020 - 6 months later!!) that the phone has been returned as MPD have violated procedures agreed with the Network Provider. I understand the airtime provider are now launching an investigation regarding the matter as It appears that the mobile phone concerned is still active even though it should have been returned to the Network Provider! I advise that MPD be AVOIDED at all costs if you want to avoid serious issues trying to extract yourself from a airtime contract in the event of having to return a device using MPD's 14 day "RETURN POLICY" which actually translates to..... "RETURN THE HANDSET BUT DONT EXPECT US TO SUBSEQUENTLY DO ANYTHING TO GET THE CONTRACT CANCELLED WITH THE AIRTIME PROVIDER LANDING YOU WITH A HUGE EARLY TERMINATION FEE" !! Having read previous reviews on here for MPD along similar lines it would appear to be a deliberate policy. BE VERY CAREFUL WITH THIS RETAILER IF YOU FIND YOURSELF IN A RETURNS SITUATION !!! Update 24/10/20 - I contacted MPD on 20/10 as instructed in their reply. The email shows as read but they have as yet failed to reply which is pretty much as expected. My original review assessment remains accurate!.. Update 16/12/20 --- Review Stands. Company have stonewalled me. 0/10 for effort. Update 12/01/21 - Well I managed to get £100 compensation from the "Three" network. Nothing ever heard from MPD. Recommendation stands: Avoid MobilePhonesDirect....!!”

Helpful Report

Posted 3 years ago

Mobile Phones Direct is rated 1.9 based on 194 reviews