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Mobile Phones Direct Reviews

1.8 Rating 182 Reviews
20 %
of reviewers recommend Mobile Phones Direct
Company Reviews Questions Metrics
1.8
Based on 182 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Next Day
On-time Delivery
Greater than 54%
Accurate And Undamaged Orders
Greater than 64%
Customer Service
Communication Channels
Telephone, Live Chat, Email
Queries Resolved In
Over A Week
Customer Service
1.9 out of 5
Returns & Refunds
Refunds Process
Difficult
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Mobile Phones Direct 5 star review on 13th July 2023
Smith
Mobile Phones Direct 5 star review on 30th June 2023
Reed C Newman
Mobile Phones Direct 5 star review on 18th June 2023
Cory Jensen
Mobile Phones Direct 5 star review on 27th March 2023
Taylor PK
Mobile Phones Direct 1 star review on 22nd March 2023
Anonymous
Mobile Phones Direct 5 star review on 9th January 2023
Allan C Taylor
Mobile Phones Direct 5 star review on 21st December 2022
Connolly V Jarnes
13
Anonymous
Anonymous  // 01/01/2019
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Anonymous
Unverified Reviewer
“The MPD contract may seem cheaper at first glance, but the stress and frustration it brings- it’s not worth it! I received a damaged iPhone & for over 6 months, I endured over 100 emails and countless calls in an attempt to get them to send me a new phone. I received a scratched iPhone, which they initially blamed me for. After much back and forth, they finally agreed to exchange it, which would apparently take 10 days, However, over a month later, they returned the same iPhone back to me with further damage. Their customer service is shockingly poor; each email was answered by someone different who seemed incapable of reading previous messages, forcing me to constantly repeat myself. If you don't follow up multiple times, they simply won't reply. It wasn't until I took the matter through Resolver that they actually responded, again I had to send it back, they said 10 days and again after over a month later and Six months later since my contact start date. I finally received a new, undamaged iPhone, the whole ordeal has been an absolute joke and I am yet to receive any form of refund for the time I have been without what I’ve been paying for. (Update, i received a small amount of what I have paid for, not the full amount with absolutely no explanation for why, or a breakdown of how they worked it out) The amount of time and energy I've invested in resolving this issue, all while being without a phone, is staggering. Their replies feel robotic, as if they're either generated by AI or simply copied and pasted from a template. It's frustrating to see such a lack of genuine engagement from a company. I truly hope that the CEO takes note of these reviews because it's evident that there are significant internal struggles within the organisation. The lack of communication across their teams and the poor communication with customers paint a clear picture of an organisation in disarray. They are an absolute mess, and potential customers deserve to be aware of the chaos before engaging with them. I have to add, this is my 3rd contact with MPD, the first 2 were not a problem so I can only assume it’s gone down hill since AO took over. Avoid MPD at all costs. Pointless even adding my order number to this. I just want to save someone else the trouble of dealing with such a bad company.”
Helpful Report
Posted 4 days ago
Anonymous
Verified Reviewer
“Genuinely the worst retail experience I have had. Sold a new phone, turned out to be as new, which can be a refurbished phone in good condition it also doesn't have to be an english phone so different specification and in our case did not work. Sent it back they then said it is working ad there is nothing wrong with it even though we had had two representatives one from vodaphone and one from Three both of whom categorically stated it does not work and showed us with their own personal sim. As they were unable to fulfil the contract they offered a full refund, and as a final insult then said they would sort out the pac code and for me not to do anything. They cancelled the contract and line within an hour of my call. No pac code arrived they checked and send it has been sent and used. So I spoke to Three( equally useless) who said they sent the code to the phone number which was cancelled not the one on file. Why you would send a PAC code to a number that has been cancelled is beyond me. Given that they do this closing the account within an hour seems malicious or such an indepth lack of understanding of the business you are in. Needless to say my 13 year old daughter has lost her number, been uncontactable for a month outside the house and had the worst experience of her so far short life. Don't be fooled by the nice kind welcoming voices on the phone they pretend to care until you find out they don't care, then they just say speak to the network, and guess what the network say.... speak to the people who gave you the contract.... guess what they say. An infuriating 6 weeks of my life that has resulted in the loss of our number and 30+ telephone calls. A warning, they have the capability to take your money in 1 minute but it will take you 6 week to get it back even if you have not done anything wrong. Surely we should be in a better society than this.”
Helpful Report
Posted 2 months ago
Kyle Edge
Unverified Reviewer
“Horrible company, do not use. They sent out a faulty phone and wouldn't fix or exchange it. We sent it back twice and both times they claimed they couldn't find the fault. More explained in my video on YouTube: Kyle Reviews. https://youtu.be/6VbPR31YQ_8?si=8XNFAGE5sHvhK8rv”
Helpful Report
Posted 3 months ago
Will Dowds
Verified Reviewer
“BEWARE OF THIS COMPANY I ordered an iPhone 14 from mobile phones direct which has been lost in transit. They have repeatedly lied to me throughout the whole process as they said they had raised an investigation with DPD (their courier) but they then kept failing to get back to me. I therefore called DPD who said that mobile phones direct are not telling the truth as DPD have no record of an investigation ever being raised. Mobile phones direct are now refusing to respond to me and I therefore strongly advise you to stay away from this company.”
Helpful Report
Posted 3 months ago
Anonymous
Verified Reviewer
“I've placed order on 1st December 2023 and untill now haven't got the order, it's been 2 weeks already, order not showing any progress, despite the item I've ordered is not a pre-order by the way, they are blaming that O2 are currently in the process of updating their computing platform to increase their security and processing abilities with their customers however when discussed with O2 they confirmed that no such update is carried out not good experience at wall, in future will avoid this webshop”
Helpful Report
Posted 4 months ago
Anonymous
Unverified Reviewer
“I ordered phone over two weeks ago. delivery was supposed to be the next day, unfortunately I ordered the phone over two weeks ago. delivery was supposed to be the next day, unfortunately the phone was returned to the warehouse and was to be sent again. I made a lot of calls and each time I received an apology and they told me to wait another few days because they have their own procedures, so I waited and called again. I was blocked from O2 so I couldn't take out a new contract and they started charging me a monthly fee for the contract without having a phone at all!!!! Finally, 5 days have passed and the phone was supposed to be sent today, but it turned out that it was MISSING!!!! no one informed me, no one sent me any e-mail. It turned out that the pink iPhone 15s I wanted was not in stock, so I agreed to buy a black one. and I'm waiting again. this is absolutely unacceptable. Terrible service, no one is helpful, they assured many times that it would be sent, but it only extended the time!!!! avoid this website. I DO NOT RECOMMEND the phone was returned to the warehouse and was to be sent again. I made a lot of calls and each time I received an apology and they told me to wait another few days because they have their own procedures, so I waited and called again. I was blocked from O2 so I couldn't take out a new contract and they started charging me a monthly fee for the contract without having a phone at all!!!! Finally, 5 days have passed and the phone was supposed to be sent today, but it turned out that it was MISSING!!!! no one informed me, no one sent me any e-mail. It turned out that the pink iPhone 15s I wanted was not in stock, so I agreed to buy a black one. and I'm waiting again. this is absolutely unacceptable. Terrible service, no one is helpful, they assured many times that it would be sent, but it only extended the time!!!! avoid this seller. I DO NOT RECOMMEND”
Helpful Report
Posted 4 months ago
Richard Glithero
Verified Reviewer
“Avoid this company. Placed an order for a new monthly contract phone and it was cancelled as it failed security check on their side. Decided to place a second order in case it was something I had entered wrong and the same thing happened. Both orders were sent off to o2 though who done a credit check on me and approved both orders. So I have no phone yet my credit score has been impacted for no reason. No details given as to why the orders were cancelled. Credit score is high with no previous problems of buying anything on credit.”
Helpful Report
Posted 5 months ago
Nadeem Akbar
Unverified Reviewer
“"I bought an S23 Ultra on November 15, 2023. The phone arrived on the 16th without bubble wrap, which is standard for preventing damage. Unfortunately, my box was damaged, prompting me to contact customer service. After a 15-minute call with advisor Shanna and her manager Matt (or Matthew), they offered a meager £10 refund. Returning the phone is an option, but it's inconvenient, especially since I purchased it through a Vodafone contract, affecting my credit score. Now, I'm torn between accepting the £10 or going through the hassle of returning the phone and seeking a new contract elsewhere, risking another credit check. I considered buying a box on eBay, but they refused to increase the amount or send a new box.I voiced my concerns to Shanna about the inconvenience of their exchange process, which takes up to 10 days. I find it ridiculous that customers receive their orders next day, but exchanges involve packing, labeling, and sending the phone, resulting in a 10-day wait.I caution others to stay away from Mobile Phones Direct, part of AO.com. The manager, Matt, should address concerns with the courier, DPD, or consider adding bubble wrap for a small cost to avoid tarnishing their reputation. Despite being in the process of a house purchase, they showed no remorse for the potential impact on my credit score.I paid £349 upfront for the handset, and I believe I have the right to receive a perfect product, considering the total payment of £1024. I hope this review helps others, and I urge the managers or CEO to take action. I'm still within the 14-day cooling-off period, considering alternatives like purchasing directly from Samsung without contracts. This negative experience contrasts with my positive experiences with Mobiles.co.uk, part of Carphone Warehouse, in the past."”
Helpful Report
Posted 5 months ago
Anonymous
Unverified Reviewer
“The courier lost my phone, and they told me I had to wait 14 days. It’s been way more than that and I keep getting passed onto other people to solve it. Meanwhile the new contract is taking more money and I’m still paying for my old one with no phone. I keep getting told someone will call me to update. Outrageous.”
Helpful Report
Posted 7 months ago
Krzysztof
Verified Reviewer
“This company is based only on sales. If you have any problem, no one will solve it. I bought a new phone, which was damaged during shipping. I called and sent emails to various addresses. I have been waiting for any response for a week. I am ignored by this company. I suggest avoiding tsj company like the plague.”
Helpful Report
Posted 7 months ago
Anonymous
Verified Reviewer
“Faulty device still not resolved after 2 months and still going… I would avoid this company at all costs. The customer service has been appalling, no continuity or communication between departments. I ordered an iPhone 11 contract. Three weeks after purchase the screen stopped working. I informed mobile phone direct and I was advised I could return it. During the time they had the phone they asked for the PIN code and for find my phone to be turned off so they could access it. After having the phone for near to three weeks they then advised me that they would not accept the return as I no longer had the box and accessories. They sent the phone back to me unfixed. Every communication with this company has been like talking to a robot, I have not been listened to and my consumer rights have been violated. The emails are the same every time, not one question is answered. I have asked multiple times for a replacement or for the contract to be cancelled. I have asked for their complaint procedure with no avail. I am now following citizens advice with a view of taking this issue to trading standards. There is a simple solution here however it feels the company will do everything in their power to avoid it, the frustration and anxiety this is causing is unnecessary. I am paying for a service which I am not receiving. I would avoid this company at all costs!”
Helpful Report
Posted 9 months ago
Ashley Sutton
Verified Reviewer
“Terrible customer service, make you feel small , laugh at your mental health issues Shouldn't be in business anymore should refund everyone they have screwed over”
Helpful Report
Posted 9 months ago
Sarah Mckinley
Unverified Reviewer
“MPD 116245593 SERIOUS AND HONEST ADVICE TO YOU ALL: Please do not purchase ANYTHING from this company as they are nothing but liars, fraudsters and scammers. I purchased an I phone 12(as new) in June 2023. Before I agreed to purchase the I phone 12(as new), I asked the sales person what as new meant and his reply was ‘It means it would not come in its original box as it had previously been sent out to someone but they decided they did not want it anymore and sent it back to us, so it would not have been used’ But because we can not send it to you in its original box because the person who received it prior had opened it’ this is why we can not send it to you in its original box and say ‘it’s brand new’ Again he confirmed the I phone 12 would not have been used prior. So after being told this I agreed to take out the contract. However since receiving the I phone 12, the battery has not been lasting long at all. So I was advised by a friend to check the battery health,… only... Read more”
Helpful Report
Posted 9 months ago
Gabriel
Verified Reviewer
“Terrible company. They sold me a defective phone and even with a diagnostic report from Apple they refused to acknowledge and exchange my phone. They also made me pay for the shipping to send the phone back to them for testing, at the beginning of the whole problem and now refuses to pay for it. I had to throw away a few screen protectors to take photos and videos of me testing it and showing the defect and they also refuse to reimburse me for that. Don't buy anything with them, if you do pray to god that you don't have an issue because you will be in deep trouble.”
Helpful Report
Posted 1 year ago
Stephen
Unverified Reviewer
“Awful experience. Ordering the phone and contract was fine, but I chose to cancel within the cooling-off period as the service in my area was poor (despite Three's coverage maps indicating that it'd be strong). I sent the device back in December. It's now April and I'm still awaiting a refund of the £797 "early cancellation charge" that was taken by mistake. I've also been charged a further £242 last week for no apparent reason. MPD's customer service is good at replying quickly, but to date has had absolutely no effect whatsoever. I'll be commencing legal action in a week instead.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Very bad experience with Mobile phones direct . I have placed an order on 7th March and upfront cost 299£. Item has been delivered to me on 9th March. As my existing contract going to end in June I can’t 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£. 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’t 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’t 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’t resolve.”
Mobile Phones Direct 1 star review on 22nd March 2023
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Avoid at all costs - their phones are sourced from the US and so do not fully work in the UK - I spent countless hours on hold trying to get the phone replaced - they delay and delay and then it's your fault that it's gone passed their '30-day return' policy - I have reported them to the Online Standards Authority and other government bodies.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“4 months waiting on a repair that is covered by consumer law, they just say they are looking into it and ignore you”
Helpful Report
Posted 1 year ago
S.P.
Verified Reviewer
“Order was pending and then cancelled on their end - no reason as to why, they won't tell me for "my security". Clean credit history and no previous issues with getting phone contracts. Suspect they just don't have the stock. Utterly unhelpful correspondence and 'helpline' staff.”
Helpful Report
Posted 1 year ago
Mrs B
Verified Reviewer
“Appalling service! I would give no stars but had to put one to leave this review! They promised me £70 trade in for my old phone and said they would send a jiffy bag to return it, however, despite phone calls and emails (and constant promises that the bag would come) over several MONTHS it has still not arrived. They reply to emails with generic responses promising to help and wishing you a good day but go round and round in circles continually asking the same questions that in the end you just have to give up! I CANNOT EMPHASISE ENOUGH HOW TRULY DREADFUL THEY ARE!!!!!!!!!!”
Helpful Report
Posted 1 year ago
Mobile Phones Direct is rated 1.8 based on 182 reviews
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