Name: Mobiles.co.uk
Rating: 4.70

“Poor quality phone still aeaiting collrction long time on phone reporting still no collection no phone aftet 5 days”

(HTC One Mini 2 Grey Refurbished) - Posted 8 years ago

Hello Mark, Thank you for your review. I am sorry to hear that your handset is faulty and it still hasn't been collected. I have tried to call you today to discuss this, however you weren't available. Please call us back on 01509 615 474 and we'll be happy to help. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“My handset is faulty. My phone number never got ported over. Issues with contacting customer services and geeting a response - been informed will be contacted in the next 2 days. Phone line is too busy to get through. This has caused a lot of inconvenience with my job including travel.”

Helpful Report

(Apple IPhone SE 16GB Gold) - Posted 8 years ago

Hello Hitesh,Thank you for your review. I'm sorry to hear that your handset is faulty, I understand how frustrating that it can be. If you need any further help, please call us on 01509 615 474. Thanks for taking the time to leave a review, it’s greatly appreciated. Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Poor rating given regarding delivery. Ordered on Friday for a Saturday delivery which it showed and arrived on Monday instead!”

Helpful Report

(Samsung Galaxy S7 Black) - Posted 8 years ago

Hello, Thank you for your review. I am really sorry to hear that your handset wasn't delivered on time, I understand how frustrating that can be. Thanks for taking the time to leave a review, it’s greatly appreciated. Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“The deal I got,was pretty good. However the person that I spoke did not listen to what he was being told and also tried to change the deal to a less attractive deal which was more expensive. He then stated he thought I was wrong when I challenged it. It was corrected and the order went through as it should have done although I now have to wait for a cheque refund due to his error. It also took three phone calls to sort out the order which wasted more of my time than I would have hoped.”

Helpful Report

(Apple IPhone 7 128GB Jet Black) - Posted 8 years ago

Hello Timothy, Thank you for your review. I am really sorry to hear that the sales agent you spoke to was so rude and ignored your requests. I will pass this feedback onto the Sales managers so this can be investigated further, as this is not acceptable behaviour. I am glad to hear that your issue has since been resolved and I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I am already with EE and have been with orange/EE for 15 years. For this reason I chose the EE contract to save me porting my number but was not told I couldn't ! Very annoyed !”

Helpful Report

(Apple IPhone 7 32GB Rose Gold) - Posted 8 years ago

Hello, Thank you for your feedback. Unless you’ve requested for an upgrade order you would not be able to swap your number using a PAC code as a PAC code is to take your mobile number onto a different network provider. The price for upgrade orders do differ so would not have been available on the same deal that you have with this order. I apologise for any confusion caused with your order. Leona | Mobiles.co.uk Customer Support team

Posted 8 years ago

“It wasn't explained to me that I would not be able to keep my existing mobile number with EE. Apparently the PUK code will not work when swapping one phone for another with the same company. I was treated a new customer instead of an upgraded one.”

Helpful Report

(Apple IPhone 6s 32GB Silver) - Posted 8 years ago

Hello Elizabeth, Thank you for your feedback. Unless you’ve requested for an upgrade order you would not be able to swap your number using a PAC code as a PAC code is to take your mobile number onto a different network provider. The price for upgrade orders do differ so would not have been available on the same deal that you have with this order. I apologise for any confusion caused with your order. Leona | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I specified when ordering that I wanted my phone delivered on the Saturday after my order. Mobiles sent an Email confirming my phone order and Saturday delivery. I then received a text informing me that my phone would arrive on the Thursday before I wanted it to arrive. Then this was changed again. On the Thursday morning they sent me a text saying that it had been delayed and would arrive on Friday. I was at work on Friday when I received another text saying that my phone had been left with a neighbour. My neighbour was not in when I arrived home that evening which was good considering the fact that my phone was actually delivered on Saturday morning by DPD. I then received another text saying my phone had been delivered to my neighbour. When I opened the package containing my new phone the box had been torn open. I'mean glad it was all there and works OK. Now I see I'very been charged a penny for delivery that should have been free. I know it'sounds only a penny but it feels insulting considering the awful service I've received”

Helpful Report

(Samsung Galaxy S7 Silver) - Posted 8 years ago

Hello Natalie I’m so sorry to hear about the experience you had with the delivery of your phone. I’ll be passing this feedback over to DPD to ensure this does not happen again. I appreciate how frustrating receiving all this conflicting messages must have been. In regards to the penny that was taken, this is not for our delivery costs as we offer a free delivery service. The penny payment we take is for our internal security check that we run on all orders, this is to ensure the safety of our customers. I do apologise again for the experience you have had so far and I really hope you can enjoy your new phone despite this. Olivia | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Whilst the deal we got was good there were issues around having to take the deal as a new connection as opposed to an upgrade. I was past from pillar to post on the phone as none of the staff wanted to take ownership of my complaint and indeed when I asked to escalate the complaint and request a response in writing there was no process in place to do this. In addition I was charged 13 pounds for a 41 minute call.”

Helpful Report

(Samsung Galaxy S7 Pink Gold) - Posted 8 years ago

Hi Richard, Thanks for taking the time to speak to me today. I’m pleased I was able to get a better picture as to what happened in regards to your order. Kind regards, Olivia | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I received my new iPhone 7 last Friday, 6th January and to date I still have no connection. I called to ask why on Monday, 9th January and was told that a manual connection would be processed and that my phone should be active within 48 hours. It is now Friday, 13th January and my new phone is still not connected. I have called again and been told that a new SIM will be sent out which should arrive on Monday, 16th January and then my phone should be active by the end of the following day - I really hope it is! I have never had any connection issues with other mobile phones and this is extremely infuriating. I have a brand new iPhone 7 that I was really excited to get, but it is still in the box and I can't use it!”

Helpful Report

(Apple IPhone 7 32GB Silver) - Posted 8 years ago

Hello Victoria, Thank you for your review. I am really sorry that it's taking so long to connect your SIM card, however once you receive the new SIM on Monday, this will resolve your issue and you will be able to use your new iPhone 7. I apologise for any inconvenience caused. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“A good deal on my iPhone SE but it was not made very clear that I would be unable to keep my existing number because I was with the same network. Now having to go through huge rigmarole of switching to a payg sim and back again.”

Helpful Report

(Apple IPhone SE 64GB Space Grey) - Posted 8 years ago

Hello Laura, Thank you for your review. I am sorry that you haven't been able to porting your existing number directly to new contract; however this restriction is set by the network providers. I am glad to hear that you're now in the process of porting your number out and back in; this won't take long for you to but up and running again. I apologise for any inconvenience caused. Thanks, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“After placing my original order, your website offered me a better deal for the same handset. I contacted your Customer Service department who called me on Tuesday afternoon. I explained that a better deal had been offered after I had placed my order and they advised me to return my original order by 'special delivery' and then place the order for the new handset deal. I returned the phone as advised and now I am being told that I cannot have this deal due to a Vodaphone security check. I would not have cancelled my original order if this had been explained to me when I made my enquiry. The postage cost me £7.25 on the (4/1/17 at 13:38). I have still not been notified that you have received the handset, I still have not been re-inbursed for this, even though I was promised this would be done within 24 hours of receipt. I am now out of pocket and still do not have the phone that I want. I am very disappointed with the service I received from Mobiles.co.uk.”

Helpful Report

(Apple IPhone 7 128GB Silver) - Posted 8 years ago

Hello Ian, Thank you for your review. I am really sorry to hear that you've been declined on the internal security check on the second order you've placed. I have tried to call you today to see if you'd like to try to place another order on a different network, but there was no answer. You can place a new order on our website or by calling us on 0871 220 3580. If you need anything else, please let me know. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“DELIVERY - selected and paid for a specific date. This was very important because it was close to Xmas but the phone wasn't delivered on that date all and you took the selected delivery charge off, all without telling me. The result was that I was at work when they tried to deliver. I then phoned the delivery office and made arrangements to pick up that evening. I had to make a 25mile journey to the delivery office, to find on route the delivery driver had tried to redeliver and left with my neighbour. The later part is due to bad communication from your delivery firm but they also said that they DONT offer your company a selected delivery date/ time. So, why do you offer that on your website?! It's been a really stressful experience and I would have been better off buying it from a local store but I thought this option would be more efficient! To add to the poor customer journey, when I phoned your office to explain, your agent had a really bad attitude and was frankly rude - she couldn't see the problem because you hadn't taken the charge for a dedicated delivery. I WILL NEVER USE YOUR COMPANY AGAIN AND I WILL TELL EVERYONE WHAT AN AWFUL SERVICE ITS BEEN”

Helpful Report

(Apple IPhone 7 32GB Rose Gold) - Posted 8 years ago

Hello, Thank you for your review. I am really sorry to hear about the issue that you faced with the delivery of your recent order and that dedicated delivery time wasn't applied. I will pass this feedback onto our processing team to see why this has happened and to stop incidents like this from happening again. I apologise for any inconvenience caused. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Not delivered as indicated on website”

Helpful Report

(Apple IPhone 7 128GB Jet Black) - Posted 8 years ago

Hello, Thank you for your review. I am sorry to hear that you haven't received your handset that shows as being delivered. Please call us on 01509 615 474 and we will investigate this with DPD. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Still not received my phone. Delivery was supposed to be next day. Got a text the next morning saying I would receive a one hour delivery slot but never received that. The next day got a one hour slot, then during that slot received a text saying they could not deliver as no one was in, with a photo of someone else's front door! Tried to contact DPD who said they would contact the driver to come back later and then got a text saying I had arranged to collect it from the depot, which was just not true. When I called them again they said the request had come from me and wouldn't change it to a delivery! I am still waiting for my phone!”

Helpful Report

(Apple IPhone SE 16GB Rose Gold) - Posted 8 years ago

Hello Juliet, Thank you for your review. Following our phone call earlier today, I am glad that we were able to resolve your issue. Please let me know if you need anything else. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“The customer sales representative lied to me.I would like to write a full statement however I am limited with the number of characters I can use.”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 8 years ago

Hello Brigette, Thank you for your review. I am sorry to hear that one of our Sales agents has lied to you. We take this very seriously and would like to look into this further. Please call us on our local rate number 01509 615 474 and we will be happy to resolve your issue for you. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Absolutely furious! Ordered a package for Christmas said it should be here well in time but it's now Christmas Eve and now my grandchild hadn't got a phone to wake up to on Christmas? Rang up everyday this week and been told it's coming tomorrow!!”

Helpful Report

(Apple IPhone 6s 16GB Rose Gold) - Posted 8 years ago

Hello, Thank you for your review. I am really sorry to hear that there has been a delay with your order which means that it won't be delivered before Christmas. I understand that it must be very frustrating for you. If you need anything, please call us on 01509 615 474 and we'll be happy to help. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“1. I contacted you Friday afternoon and a referral to the sales negotiating team couldn't be made in regards to a reduced upfront cost because they'd finished work and didn't start again until Monday. 2. Having kept tabs on the deal, and seeing on Saturday morning that some colours were showing restocking on the 23rd, I decided to order one whilst they were in stock. For some reason, `Halifax Bank do not recognise Mobiles.co.uk as a reputable company so blocked the transaction. No one from your company informed me of this so `I monitored my credit card account and although I saw that a transaction of a penny had taken place, I had no idea if the whole transaction was stalled. Having monitored the site several times that morning and seeing other colours go out of stock, I called you by phone to check on the transaction, delivery having been arranged for the Sunday. I was told the transaction had been declined. The transaction were put through again and the deal completed. 3. I did not receive a notification from the Courier of a delivery window as promised so it was very lucky I happened to be at home when it was delivered. In summery, a very close shave which could have gone wrong many times. However in the end through my own efforts, I got close to the deal I was after.”

Helpful Report

(Apple IPhone 7 Plus 32GB Black) - Posted 8 years ago

Hello Philip, Thank you for your review. I am really sorry to hear that you weren't told that the transaction had been declined. When this happens we sent an email and a text message requesting you to call us to complete the orders. I am glad to hear that you were able to get the deal that you were looking for in the end. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I've been blocked from my online account & am still waiting for my free gift; website is really difficult to use! Customer services haven't been very helpful as yet! Really hoping this can be resolved asap!”

Helpful Report

(Sony Xperia X Compact Black) - Posted 8 years ago

Hello Samantha, Thank you for your review. I am sorry to hear that you haven't locked out of your online account. Please call us on our local rate number 01509 615 474 and we'll be happy to help. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I ordered a Galaxy S7 with mobiles.co.uk, with 6GB of data with Vodafone. The phone arrived very quickly and was in good order. Vodafone, however, have confirmeed 1GB rather than the 6GB. I am sure this can be sorted but what is reprehensible is that the customer sales telephone number is an 087 number so chargeable from Vodafone and most mobile contracts and there is no email address on the website. The 'security checks' on the account log-ins are completely obscure and so I have been locked out of my account. The only way to find customer service is to check the terrible reviews on Trust Pilot!”

Helpful Report

(Samsung Galaxy S7 Pink Gold) - Posted 8 years ago

Hello Elizabeth, Thank you for your review. I am sorry to hear that you still don't have your 6GB data on your contract. This is an issue that Vodafone are aware of and working to resolve as soon as possible. If you do need to call us, please use our local rate number 01509 615 474 and we will be happy to help. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“My package arrived opened and someone had removed the SIM card from the package. I was supposed to receive the SIM card and the phone but I only received the phone.”

Helpful Report

(Apple IPhone 6s 16GB Rose Gold) - Posted 8 years ago

Hello Priscilla, Thank you for your review. I am really sorry to hear that your handset didn't come with a SIM card. If you call you network provider, they will be happy to provide you a replacement so you can start using your new phone as soon as possible. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

Mobiles.co.uk Reviews