Name: Mobiles.co.uk
Rating: 4.70

“DO NOT BUT FROM THIS COMPANY. I ordered a phone that when it arrived was missing a sim card holder which means I can't use the phone. I have tried so many times to contact them to sort it out. I still haven't had a reply from my email from the 4th september. So currently Ive still got a phone that cant be used and you are not replying to my email and when I try to live chat them it comes up as session closed. (I have the transcript if you wish to see it, but as you've probably guessed there's not much in it) they are very quick asking for feed back from me when ever I try to contact you but yet again it fails to work. I click on the link and a message pops up saying "thanks for you feedback" evwn tho i haven't had chance to even write anything.Now ive been sent a bill for line rental again for a phone I cant use. So far I'm really not impressed with your "customer service" if that's what you call it, and not really looking forward to the next 2 years if your current record is anything to go by. So please sort out this missing sim card holder and reimburse me for the line rental I seemed to be charged for something I cant use. Through no fault of my own.”

Helpful Report

(Sony Xperia Z1 Compact Black Refurbished) - Posted 10 years ago

Hello Andrew, I am sorry for all the issues that have occurred during your short time with us. I have attempted to call you today to discuss these further in order to resolve them as swiftly as possible but unfortunately you were unavailable. Please provide the best date/time and number to call you on so I can get this resolved as efficiently as possible. Kind regards David Mobiles.co.uk support team

Posted 10 years ago

“Ordered phone. Arrived really quick. Then I find out its faulty as the SD card not working. Contacted them by email as there is no way to contact by the phone. Described the fault and since then no one get back to me at all. Still waiting for someone to let me know what to do. As soon as you pay them money they don't care about you anymore. 3 months after my order still nothing. Try to avoid mobiles.co.uk as it's so far the worst service I've ever had to deal with. STAY AWAY FRON THEM!!!!”

Helpful Report

(Samsung Galaxy S5 Shimmery White Refurbished) - Posted 10 years ago

Hi Radoslaw I can see that you have contacted us regarding your faulty handset. We are currently looking at wait handsets are available for you as an alternative. We will call you will a few options shortly. Kind regards Scott Mobiles.co.uk

Posted 10 years ago

“After being held in a long queue the advisor took a long time to deal with my request to upgrade to an iphone 5c, and he called me back and requested more information that he did not ask in our first call. I told him I was staying with O2 so that I could keep my current phone number and change my current rolling contract with them smoothly. He told me this was not a problem and I needed to wait for the phone to arrive before I call O2 and request the sim swap to keep the same number. When I tried to do the sim swap on-line, the message said that my serial number was already used, and after 2 hours of talking to various departments at O2, I was told that I now had 2 separate contracts running with them, and that Carphone Warehouse had allocated a new number to my new phone, so it was more complicated to keep my current number. O2 are now arranging for this to happen but it takes longer and I then wasted more time cancelling my original contract, which Carphone Warehouse should have done.”

Helpful Report

(Apple IPhone 5c 8GB Blue) - Posted 10 years ago

Hello Annette Thank you for your review. I’ve tried to contact you today to discuss the issue that you’ve been experiencing, but I was unable to reach you. Please respond back on this review with a best time and number to contact you on. Kind regards Tom

Posted 10 years ago

“I have sent an upgrade that doesn't include a SIM card so I can't use the phone, I have had reply to my email with reference to the above. I am not happy at all. I would appreciate a reply or even better a phone call from an actual human being! 07437018440”

Helpful Report

(Apple IPhone 5s 32GB Space Grey) - Posted 10 years ago

Hello Sarah I am very sorry that you didn’t receive a replacement sim card with your upgrade. I have tried to call you today to discuss this further but unfortunately you were not available. Kind regards Tom Mobiles.co.uk support team

Posted 10 years ago

“The only thing good about this company is the deals. The website is very poorly laid out for ordering, you can't continue if you've chosen a different delivery address to your bank details address even though it gives the option. Could be easily confusing for someone with minimal experience. I waited on my expected delivery date and nothing came so I went onto the site to check and my order hadn't even been processed even though I'd had the order confirmation, they hadn't contacted me in any way to tell me there had been a problem with my order. When I rang up, after waiting ten minutes, the guy (tom I think) was pretty good tried to sort me out. He couldn't sort it right away (partly my fault) so I was promised a call back the next morning, this never came though so I ended up having to ring once again. I was at work so both times this cost 33p per minute from my mobile. This time the woman I got though to was at first ok, she said she was sorting it out. Then started the terms and conditions, at this point is had enough terms and conditions but when I explained that I had already gone through them the day before and online she was very persistent, once I started to complain about having to listen again she said she couldn't send the phone out without reading them and then hung up on me. At this point i had had enough of mobiles.co.uk so I sought a deal elsewhere, I bought a phone with no problems from mobilephonesdirect.com but would you believe it, that afternoon I get an email confirming the dispatch of my phone which I wasn't allowed because I haven't heard the terms and conditions so now I've got two phones coming, let's just say that I know which one is going to be returned.”

Helpful Report

(LG G3 White) - Posted 10 years ago

Hello Liam, I am very sorry for the experience that you have had so far with us. Thank you for taking the time to discuss this further with me on the phone earlier. I have processed what we agreed and am glad that you have decided to remain with us as a customer. Kind regards David Mobiles.co.uk support team

Posted 10 years ago

“I have rec'd my first bill. I took out a cheap and cheerful contract which should of been £11.99 per month but £100 cash back and anytime 500 mins. However this bill is £16.32. It doesnt make sense and im getting charged for itemised billing when I have not asked for BILL!!! The agreeement is direct debit so its not rocker science and I dont need a bill. Really not impressed with the mis-sell of a product and actual cost per month. So wheres my cash back?”

Helpful Report

(Nokia 105 Blue) - Posted 10 years ago

Hello Mr Singh, I have tried to call you today regarding this and you have mentioned that you want to call us back tomorrow. If your first bill is a little higher than it should be is because it is known as “pro rata” billing. This means that the network bill you for the allowances that you have been given and usually this is more rather than less. We are more than happy to discuss this with you but if you call the network then they will be able to thoroughly advise you of this. Kind regards David Mobiles.co.uk support team

Posted 10 years ago

“They sent me a HTC One M8 which was completely plastic which I was very surprised at as I've used it in a carphone warehouse store and was completely aluminium there felt like metal and not plastic. Hopefully they will send me a replacement, real one and not a fake plastic one again.”

Helpful Report

(HTC One M8 Gold Refurbished) - Posted 10 years ago

“I am very unsatisfied. I realized I had chosen the wrong tariff for me minutes after I had placed an order. Right there and then, I send several messages to cancel my order. However, they sent me the phone anyways and my request was completely ignored. AS a result, I had to send the phone back and paid postage which was not cheap, 8 pounds for an unwanted item. The whole situation would have been avoided if they would have cared to read my messages. I would not recommend mobiles.co.uk”

Helpful Report

(Samsung Galaxy S5 Shimmery White Ii) - Posted 10 years ago

“Initial dispatch sent promptly. However needed to return item, I was given various delivery dates and as of the moment I am still waiting for my order. Only just found out I have to wait for a restock (totalling a 12 day wait)- am not happy with this service at all.”

Helpful Report

Posted 10 years ago

Hello Louise, I apologise that you are having difficulty with receiving your order within a timely manner. I’d like to call you to see if there is something I can do for you to resolve this matter as efficiently as possible. Please provide me with your order number and best contact number so I can contact you regarding this. Kind regards David Mobiles.co.uk support team

Posted 10 years ago

“I have never seen such a badly packed phone box which was not covered with the phone was used. communication with Mobiles.co.uk is the worst level of those services. After the expiration of the month still have not received a refund. If someone thinks of saving money by buying the phone through this website, it commits mistakenly bid disappointing”

Helpful Report

(Sony Xperia Z2 Black) - Posted 10 years ago

Hello Maciej, I apologise if the package you received was damaged. I called you earlier however you were unavailable to talk. If you would like to discuss this further please let us know the best time to contact you so we can investigate fully. Kind regards, Chris Mobiles.co.uk Customer Support

Posted 10 years ago

“the phone was faulty, somethings loose in the phone......poor service”

Helpful Report

(Apple IPhone 5 16GB Black Refurbished) - Posted 10 years ago

Hello Harrison I’m very sorry to hear that your handset has a fault and would be happy to arrange an exchange for you. I’ve tried to call you today to arrange this, however I was unable to reach you on the numbers provided. If you would like to arrange an exchange you can do this via our Live Chat service on our website by following the link below. http://www.mobiles.co.uk/contactus.html Our Live Chat service is available Monday – Friday 9am – 8pm and Saturday 9.30am – 6pm. Kind Regards Phill Mobiles.co.uk Customer Support

Posted 10 years ago

“Tried to get through to talk about my new phone - no-one answers at the Live Chat and the phone (which is 10p per minute) says that the last person waited 11 minutes (£1.10) to speak to someone. Not great, got phone on Friday and STILL waiting on Monday to sort this out. Not impressed so far.”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 10 years ago

Hello Jennifer, Thank you for accepting my call earlier, I apologise you were having issues contacting us. I will be investigating the reason why you were unable to access our live chat feature and feeding it back to our IT department to avoid this in future. I’m happy to hear your query has been resolved. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“Not happy with how the cancellation process has gone so far. I have cancelled the contract and returned the phone and have also received an email from O2 that I have a new bill to pay. I thought all is done through mobiles.co.uk but very disappointed with the service. Will never recommend this to anyone.”

Helpful Report

(Sony Xperia Z2 Black) - Posted 10 years ago

Hello Rubina, I am very sorry to hear about the situation you have encountered. I have tried to call you today to discuss this but it went straight to voicemail. From what you have advised is that you have cancelled therefore you must be within the first 14 days. If you have received a bill from O2 it is because they usually send a bill out after the first 7 days. Once the cancellation goes through this will be recaluculated and if you have paid it then you will get a full or partial refund depending on the amount you have been charged. I would be more than happy to go through this with you if you provide me with a best contact number. Kind regards David mobiles.co.uk support team

Posted 10 years ago

“ordered 2 moble phones on the same day which was saying it was in stock. i had confirmation that one was going to be delivered the next day and the other wasnt in stock!! Next day came and i took time off to ensure someone was in when the delivery comes and guess what, an emails was received late in the aftrenoon to say it will be delivered the follwing day with no apology or anything as if nothing had happenned. furthermore when i had an online chat with the customer service team and asked why the phone was still showing in stock but it isnt, i was told he will speak to the sales team to remove it but nothing happenned by the time i am writing this message. NOT IMPRESSED!!!!”

Helpful Report

(Apple IPhone 4s 8GB White Refurbished) - Posted 10 years ago

Hello Ali, I apologise for the delay in delivering your order, I tried to call you earlier to discuss your review however you were unavailable. Please let us know the best time to contact you so we can resolve the issue. Kind regards, Chris Mobiles.co.uk support team

Posted 10 years ago

“I am returning the phone to you due to the cash back system the phone is £28 a month when we thought it was £23 a month”

Helpful Report

(Apple IPhone 5c 8GB Blue) - Posted 11 years ago

Hello Lee, I am really sorry to hear that you want to return for this reason. I will attempt to call you now in order to discuss this further. Kind regards David Mobiles.co.uk support team

Posted 11 years ago

Hello Lee, I have tried to call you on 2 numbers on your account but wasn't able to reach you. I have left you voicemails on both including a number to call us back on. Please don't hesisitate to contact us so we can resolve this for you. Kind regards David Mobiles.co.uk support team

Posted 11 years ago

Hello Lee, Thank you for accepting my call earlier regarding your review, I'm happy that the issue is now resolved. If you have any other questions please don’t hesitate to contact us. Kind regards, Chris Mobiles.co.uk support team

Posted 11 years ago

“Terrible experience with this company. Feel completely misled and dissatisfied with the service. Said on back of receipt I got with phone under "Returns & Exchanges" "We want you to love your new phone. However if you change your mind simply contact us within 14 days to see how we can help" I took this to mean I could exchange the phone if I wasn't happy with it as it stated in the O2 contract I received. But it turns out Mobiles.co.uk have a different policy and if you refer to the "Terms and Conditions" on their website it says you can only return the phone if you have not put the Sim card in. Very sneaky if you ask me as that should be stated in the "Returns and Exchanges" section. WATCH OUT FOR THIS SO YOU DON'T MAKE THE SAME MISTAKE AS ME !!!!!! Needless to say they wouldn't accept that this was somewhat misleading and that there had been a misunderstanding due to the wording. They would not exchange my phone so I am now stuck in a 2 year contract with a phone I don't like. All credit to O2, who were prepared to change the tariff for me if I could have swapped the phone (they couldn't exchange it as I didn't buy it from them) but Mobiles.co.uk would not exchange the phone. Shocking Customer service. To me, a company who values their customers would have apologised for the misunderstanding and exchanged the phone without hesitation. Obviously this company does not value its customer's satisfaction. WILL NOT USE THEM AGAIN!!!”

Helpful Report

(Samsung Galaxy S4 Mini Black) - Posted 11 years ago

Hello Sally Firstly I'd like to apologise for the problems you've had whilst trying to exchange your handset. I've passed your review on to David one of our senior advisors who'll give you a call today to discuss this further. Kind Regards Rachael from the Mobiles.co.uk Team

Posted 11 years ago

“No service on new phone after 48hrs attempts to contact them several times failed now have a phone I cannot use !”

Helpful Report

(Apple IPhone 4s 8GB White Refurbished) - Posted 11 years ago

Hello Christine I hope your day is going well. I’ve tried calling you today so that we can help resolve your connection issue. I wasn’t able to get through to you and left a voicemail. Please use the live chat option on our website so that we can arrange a call to get this resolved for you as soon as possible. The live chat service can be found on the helpdesk and then contact us section of our website. I’m really sorry about any unconvinced caused and we hope to hear from you soon. Kind Regards Amal Customer support team

Posted 11 years ago

“Not very happy ive got the phone inserted the Sim Card switched it on and its stuck on the Apple Logo sign, what is going on”

Helpful Report

(Apple IPhone 5 16GB White Refurbished) - Posted 11 years ago

Hello Marie I’m really sorry to hear your handset has a fault and would like to help you with this. I’m looking in to your account now and will call you shortly to discuss this further. Kind Regards Phill Mobiles.co.uk Customer Support

Posted 11 years ago

Hello Marie I tried to call you today regarding your query; however I was unable to reach you. Please can you let me know when will be a good time to talk. Kind Regards Phill Mobiles.co.uk Customer Support

Posted 11 years ago

“I smashed the screen on my new phone within days of getting it and have found it impossible to contact Customer Services. So I subsequently am unable to claim for a replacement on the insurance. If this is so difficult within days of receiving my phone then how difficult will it be to claim back the 'cash back' off my bill after six months? Steer clear of this lot, I wish I had, better to pay a bit more and actually receive some attempt at customer service rather than this complete lack it, utterly hopeless.”

Helpful Report

(Samsung Galaxy S3 Blue Refurbished) - Posted 11 years ago

“Very helpful on the phone got me the best deal for price I wanted to pay a month. Very happy and will use again and recommend to family and friends.”

Helpful Report

(Apple IPhone 5c 8GB White) - Posted 11 years ago

Hi Keren, Thank you very much for leaving us a review. It sounds like you are enjoying your new phone. However you've only left us a 1 star review and it sounds like you had a better experience with us! If you have the time please could you amend the start rating you gave us. Many thanks The mobiles.co.uk team

Posted 11 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

Mobiles.co.uk Reviews