Mobile Phones Direct Reviews

Name: Mobile Phones Direct
Rating: 1.91

1.9 Rating 194 Reviews

22 %

of reviewers recommend Mobile Phones Direct

Company Reviews

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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

“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.”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“4 months waiting on a repair that is covered by consumer law, they just say they are looking into it and ignore you”

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Posted 2 years ago

“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.”

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Posted 2 years ago

“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!!!!!!!!!!”

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Posted 2 years ago

“BEEN ON HOLD NOW FOR A HOUR, WASTE OF TIME. USE A MORE RELISBLE COMPANY. I AM HANGING UP NOW”

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Posted 2 years ago

“Twice now I’ve paid upfront for advertised, in stock next day delivery iPhones, they run the credit check take the big deposit then show awaiting stock with no estimated delivery date, I waited 2 weeks on the first attempt before cancelling ordered a different iPhone now the same - if you don’t have stock say so”

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Posted 2 years ago

“All I can say is the way I was treated is absolutely terrible”

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Posted 2 years ago

“I ordered iphone 14pro in September and it was initially ‘next day delivery’. It’s been 3 months now and they still can’t deliver the phone. I paid in cash with my credit card, paying interest on it, and they using my money. The agents promise to back with an answer but never do. Even after escalating to the manager, they never got back to me as promised a 24 hours response. I wasted my time sending multiple emails and calling them. This is disgusting. I am raising the issue with trading standard agency. Please do not waste your money and time with this clowns. Other competitors are delivering the same product within 3-4 weeks as they promise.”

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Posted 2 years ago

“What went wrong???….. ermmm everything, got sent a phone that don’t work, I send back special delivery, and now they have ignored me for days and days, terrible customer service, been on hold on a 0345 number for well over 2 and half hours and still I haven’t got through to anyone. Got promised someone would call me back on an occasion and surprise surprise I got no call back. A terrible company who sweet talk you on the phone to get your money and custom……. Then when there’s a problem they go vague or just totally ignore you…….. DO NOT GO THROUGH THIS COMPANY”

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Posted 2 years ago

“ABSOLUTELY AVOID THIS COMPANY. After waiting 2 months with one only 1 email to update me on my purchase, I called up numerous times. I finally got sick of waiting and cancelled. The lady on the phone confirmed it was cancelled and that I would receive a refund. I then ordered a new phone that arrived the next day. Now the phone is suddenly in stocked and being shipped! After I cancelled it. Now I am in an awful situation. AVOID AVOID”

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Posted 2 years ago

“Avoid ...they lie, tell you everything you want to hear . Even the old music is the song would I lie to you . A real headache never got a phone, still awaiting refund. Stay away !”

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Posted 2 years ago

“Ordering one samsung s22 ultra after 1 month didn't receive it. When i cancel my contract and i've asked for upfront cost they said i will recieve it in 5 working days. It takes more than 1 month and i haven't got my money back. I recieved also a monthly payment feom o2 but i never received my phone or my sim card. Terrible!”

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Posted 2 years ago

“If I could give zero stars. I would. Cancelled my order, in spite of my giving them the information they requested. No help from customer services: They just said I would have to reorder, and put me through to sales. 35 minutes later, I'm still waiting. Have missed out on a promo deal from Samsung, as have now missed the deadline. Absolutely awful. Avoid at all costs.”

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Posted 2 years ago

“Didnt submit my PAC code, leading to charges from my old network. Won't refund these of course as they claim it isn't their problem. Terrible customer service.”

Helpful Report

Posted 2 years ago

“AVOID ! First time I've ever written a bad review for anything but felt so disappointed with the Service received from start to end so ..: Ordered a new phone from Mobile Phones Direct on Thursday 20 October 2022 which involved submitting a PAC Code as part of the application (to retain my old number). Their website stated the phone would be delivered the next day as long as the order was submitted before 8 pm (which it was) - we are now on Monday 24 October and still no sign of a phone and no progress made when viewing the current status on my account (stated as 'pending'). As i had sent a PAC Code then Mobile Phones Direct had immediatley moved my current number as soon as the application went through (last Thursday) to the new network provider - but no phone delivered , so i have been without any network for the past 4 days and counting. I telephoned their Customer Services this morning and the automated voice at the start of the call stated 30 min wait but i ended up waiting 50 mins to get through to an Advisor whos opening question was 'how was my day' ( which in usual circumstances would be a good opener but not when your customers have been waiting nearly 1 hour to get though to an Advisor). Why arent the Customer Advisors aware of the long waiting times or if they are - i would recommend maybe opening with something like ' sorry for your wait' as nowhere during the call did the Advisor say this even though i explained id waited 50 mins to get through. After finally speaking with an advisor - id established they do not have access to view any documents which i had submitted as part of my application (for proof of ID and proof of address) so Customers are speaking to Advisors who do not have the tools / access to be able to respond to queries fully. They only have access to 'notes' added by a different Dept. In the end we had established they had left the status set as 'pending' awaiting information from myself which i had already sent to them previously - so error on their part and no follow up communications which i would have expected as a chaser from them. During the call i was told it would take another 24 hours to update my status at which point i said i was cancelling the order as i wasnt happy with the service. At no point did the Advisor try to persude me from cancelling my order or applogise for the poor service . Unfortunatley not a good service from start to end and a waste of the past 4 days without no phone - i have had to start again and order from a different provider.”

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Posted 2 years ago

“It has been nearly 10 days and still no phone for me, and when I rang and ask they say they are waiting for stock. Well you must have known you didnt have enough stock before you took my money and my order then why did you take the order? Apperantly no stock is available until next week, absolute rubbish! Customer service says there is nothing they can do about it and they dont care anyway. How annoying and frustrating. If you dont mind waiting for as long as they want you to , then go ahead use them, otherwise AVOID!”

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Posted 2 years ago

“Lots of hidden T&C. After buying it you need to claim small refund every 3 month following a long process including uploading the bill and payment details. I only claim first month. rest of my £235 pound go to bin. Very bad review everywhere. Even they force to wiped off from google review. Think before buy.”

Mobile Phones Direct 1 star review on 27th September 2022

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Posted 2 years ago

“DO NOT USE. My handset arrived damaged over a month ago, I made them aware and sent them photographs as requested and have been chasing for an update which I have not received. I've now been charged for the contract im not using and they are refusing to reimburse me until the courier confirms liability. I have said to them that I want to cancel and return the package since I have been without a phone for a month and they responded that I would have to pay if I cancelled. Please do not use if you want a working phone.”

Mobile Phones Direct 1 star review on 15th July 2022

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Posted 2 years ago

“Tragic excuse for a company. I've never actually received my device or SIM after paying for it. They then stalled me for so long that I apparently won't be getting my money back. So now I've got to pay for a device and SIM that is in their warehouse. DO NOT EVER USE THIS COMPANY. Read the reviews, I should have.”

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Posted 3 years ago

Mobile Phones Direct is rated 1.9 based on 194 reviews