Name: Mobiles.co.uk
Rating: 4.70

“Nothing directly against Carphone Warehouse, the in-store staff are great. But the phone support is painful, and if you carry on using DPD, I’ll never order with you again. They are hopeless. 3 weeks of merry go rounds....”

Helpful Report

Posted 5 years ago

Hi Matt, We are part of Carphone Warehouse. If you have made the order through Mobiles.co.uk please get in touch and we can help. If the order was placed through Carphone Warehouse we would advise tat you contact them. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“The worse ever service, lied to by staff, promises not followed through, refuse to email me the company’s procedure. Never again”

Helpful Report

(Apple IPhone 11 64GB Purple) - Posted 5 years ago

Hi Rachel, Sorry to hear about the service that you received, it's really unfortunate to hear. We would require some further information to look into this so please contact us at Reviews@mobiles.co.uk with further information about your complaint. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Dropped price of handset day after delivered but they wouldn’t refund the difference.”

Helpful Report

(Apple IPhone 11 64GB White) - Posted 5 years ago

Hi Thomas, Due to the fast-moving pace of the business, prices are subject to change and availability at any time. Unfortunately we wouldn't refund the price due to a price change. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Tried several times to phone to cancel an order I had made but never got put through was hanging on for 15 minutes at one point so not totally impressed have to say”

Helpful Report

(Apple IPhone 11 64GB Purple) - Posted 5 years ago

Hi Jenny, I'm very sorry to hear about this. Unfortuantely due to the busy period it can take a little longer to get through to the team. If you are still having issues with the order please get in touch and we can get it sorted. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Terrible service with stock”

Helpful Report

Posted 5 years ago

Hi Rachel, We are sorry to hear about this. If there is anything that we can look into please get back in touch and we can advise you further. Kash Mobiles.co.uk

Posted 5 years ago

“Change your courier.Waited in house for delivery next thing was we attempted to deliver your parcel!!took photo of my Door and did put sorry we missed you through my letter box.TRY KNOCKING THE DOOR.Had email saying would deliver on the 22nd so waited until for the hour slot only to look at the android app delivery will be Monday 23rd what a joke.”

Helpful Report

(Apple IPhone XR 64GB White) - Posted 5 years ago

Hi Paul, Sorry to hear about the problems that you have had with the delivery. We can certainly pass on any feedback regarding the service that you have received from the courier. We hope that you have received the order but please get back in touch if you require further assistance. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“I returned my phone and cancelled my contract in the 14day period and haven't heard anything or been refunded. Charged me £40 just to speak to someone on the phone and wont allow me to email you. Joke of a company”

Helpful Report

Posted 5 years ago

Hi Mitchell, It's really unfortunate to hear about this and we can look into it. Due to the busy period, we would advise allowing around 5 working days for the parcel to be processed and refund issued once we receive it back. In regards to the charges, we can take a look at this also if you could email us at Reviews@mobiles.co.uk with the information below: - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 years ago

“I could offer an opinion on several things but I'll settle for a couple. First: Don't waste time emailing their customer service team. Their auto-response says they will reply within 5 days. Hopeless, when you're hoping for a quick response. Second: don't trust that they will send the right items. My order was for the above phone on EE, so one of the things you would suppose was guaranteed to arrive is the neccassary sim card. Sadly, my phone arrived without one. I called their order help line and after I got through was told it was a customer service issue, not related to an order. They agreed I should have been sent a sim card. They at least didn't pretend one had been sent (it wasn't even listed in the shipping details) but they told me they couldn't send me one now, and that "you need to speak to your network". That was it, nothing else. Absolute muppets with a "you've paid us so now go away and bother someone else" attitude to customer services. I know perfectly well that I could have got a better deal with other sellers but thought that as I needed to be sure this phone arrived before my xmas holiday I'd buy from a "trusted" group (these are part of carphone warehouse). Big mistake. I'd have been better treated by a street market seller.”

Helpful Report

(Huawei P30 Pro 128GB Aurora) - Posted 5 years ago

Dear Curtis, We are very sorry to hear about the issues you have had with your order. It's unfortunate to hear that you feel this way and this isn't the case. We would certainly like to get your query looked into and resolved as soon as possible. So that we can take a look into this we would require some further information from you via email. Please email us with the information below at Reviews@mobiles.co.uk . - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Received a really terrible service. Phone didn’t turn up despite paying extra for early delivery. No one got in touch to advise of a delay. Had two 45 minute waits for phone calls to customer service who weee then exceptionally rude!”

Helpful Report

Posted 5 years ago

Hi, So sorry to hear about the delay with the order. It's really unfortunate that the service was not as it should have been as it should. We’re always working on improving our Customer Services and would like to ensure any comments and feedback are passed onto the relevant team. To allow us to do this, we’ll need you to get in contact with us. Please could you email us on Reviews@mobiles.co.uk along with a copy of this review and the following information: • Full name • Full address with postcode • Mobile Number • Email Address/Date of birth Please feel free to include any further feedback from your recent contact with us so we can ensure this is logged. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“awful service”

Helpful Report

Posted 5 years ago

Hi, We are sorry to hear about that. If you require any assistance please feel free to get in touch. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Honestly I have had positive experiences from mobiles.co.uk in the past but this time I have encountered multiple problems/ Issues and each time I have had to contact the customer service team multiple times for even a response/ action. The new phone I bought almost 3 weeks ago still isn’t working and I am unable to use. I am fed up and would not recommend to friends or family at all!!!”

Helpful Report

Posted 5 years ago

“I applied for a phone then had a email to say I couldn’t have it due to security! I ordered from someone else then you send me a email to confirm I could I phoned you and said I have ordered else where they said sorry and don’t except phone which I didn’t but I’m still waiting for my refund!!! 1 very unhappy nearly customer! Please can I have my refund?”

Helpful Report

Posted 5 years ago

“Couldn’t even get logged into my account”

Helpful Report

Posted 5 years ago

Hi Natasha, We are sorry to hear about this. If you are unable to log into your account it may be worth trying to reset the password. If you have any issues please visit https://www.mobiles.co.uk/help. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Absolutely terrible, I have different amounts for monthly payments on my receipt and invoice amount which I tried to resolve prior to 2 handsets being shipped. No one in customer support was capable or willing to help me despite calling and emailing my issue. I was promised a call back or response within 24 hours and nothing. I now have to pursue returning items and cancelling contracts a total breakdown of customer support very disappointed.”

Helpful Report

(Apple IPhone 7 Plus 128GB Black Refurb) - Posted 5 years ago

“When going through the online journey I tried to flag that I was an existing Vodafone customer and I was looking for the option to upgrade this number. After going through the journey I then expected to eventually get to a page to do this, but instead the order was complete. This put an awful lot of effort on me to contact Vodafone, so I tried to cancel the phone the same day of order. This was not possible and forced me in to a lengthy returns process where I have had to pay 2 bill. All these issues are caused as the online journey does not make it clear how they will deal with your existing phone number.”

Helpful Report

Posted 5 years ago

Hi Daniel, we do offer upgrades and new contracts when buying online. We would also recommend selecting the upgrade tab, from the main page of our website if you are looking to keep your number on the same network: https://www.mobiles.co.uk/mobile-phone-upgrades Regards, Michelle Mobiles.co.uk

Posted 5 years ago

Hi Daniel, We are sorry to hear about this and we can certainly advise you further. When placing an order for an upgrade we would advise that you ensure that you select the upgrade deal. If this isn't the case and a new deal is purchased you can return the order for a refund and place a new order for an upgrade. Kind Regards, Kash Mobiles.co.uk

Posted 5 years ago

“I have had nothing but bad service from mobiles.co.uk. First my order got lost, which I can appreciate was DPDs fault, but mobiles were the worst to go through. The phone I originally ordered had went out of stock and therefore had to change, and then when it finally arrived the sim didn’t work. For something that was supposed to be delivered within 2 days as taken over 2 weeks to sort. There is now a fault with the phone and mobiles aren’t willing to deal with it. Would not recommend!! No compensation even offered, even thought it isn’t about that, but still. Worst customer service I have ever experienced!!!”

Helpful Report

Posted 5 years ago

Hi Sophie, I would sincerely like to apologise for the issues that you have experienced with your purchase. We can certainly investigate the issue with the handset and see what is going on. We are always working hard to improve our services moving forward so it would be great if you could give us the chance to check this out. Please could you email the team on Reviews@mobiles.co.uk with the following information: - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Group of Liars, I am waiting my replacement hand set nearly from 3 weeks now they keep making fake promises . Every time I called they promised I will receive my hand set next 1,2 day but never happend. Now they lied they are out of stock but they website they still selling them and available in stock. Bunch of Liars they don’t care about customers nobody asked them they lying. I asked many time to transfer my call to manager and he can listen all my calls how they make fake promises. Frustrated never recommend anyone. Best regards”

Helpful Report

Posted 5 years ago

Hi Atif, It's really disappointing to hear about the issues that you have experienced. We are always working hard to resolve any issues that customers have to ensure that they are happy with the purchase. However it's unfortunate to hear that you were unable to get it sorted in this case. The team can certainly investigate this further for you and update you on the order. In order for us to do this please could you email us at Reviews@mobiles.co.uk with the information below: - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Mobile phone has arrived but no SIM. Contract details are also incorrect. Was advised to contact Vodafone directly regarding this, however they are unable to help as my date of birth is incorrect on my account. I’ve been into a Carphone Warehouse store who are unable to help me. I’ve emailed customer services and as yet have had no response. I’m paying for a phone that is currently unusable. Not a happy customer.”

Helpful Report

Posted 5 years ago

Hi Libby, So sorry to hear about the issues you have experienced with your purchase. If you are having issues with the SIM connection we can certainly check this out for you to see what is going on. So that the team can investigate this with Vodafone, please could you email us at Reviews@mobiles.co.uk with the information below: - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Shocking customer service been waiting 3 weeks after hours of phone calls after being charged twice for initial upfront cost”

Helpful Report

Posted 5 years ago

Hi, We’re disappointed to learn of the experience you’ve had with our Customer Services. Just to advise refunds can take 5 working days to bounce back to your account. We’re always working on improving our Customer Services and would like to ensure any comments and feedback are passed onto the relevant team. To allow us to do this, we’ll need you to get in contact with us. Please could you email us on Reviews@mobiles.co.uk along with a copy of this review and the following information: • Full name • Full address with postcode • Mobile Number • Email Address/Date of birth Please feel free to include any further feedback from your recent contact with us so we can ensure this is logged. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Very disappointed with the service, after being on hold every day for 1/2 hour, to be told, 1, your phone has gone missing we need to investigate, 2, we’ve sent you a new phone out which never arrived, 3, don’t know why you’ve been told any of that iPhone 11’s are out of stock TIL after Christmas- utter joke. Customer Service Team could do nothing except apologise, they knew nothing. It was shocking.”

Helpful Report

Posted 5 years ago

Hi Sarah, It's unfortunate to hear about the issues that you have experienced. If the handset is out of stock the replacement would be sent once the item is back in stock. If you contact the team on Reviews@mobiles.co.uk somebody can help you out. Please ensure to include the information below. - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 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