Name: Mobiles.co.uk
Rating: 4.70

“Could keep my number without buy another sim!”

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

Hello Brian, Thank you for your review. I’m really sorry to hear about the issue with the SIM. I’ve tried calling you discuss this however I was unable to get through to you. Please let me know the best time for me to try again. Alternatively you can call our customer service team on 01509 615 474. The number is free if you have free minutes or free landline calls. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 8 years ago

“The website gave me the illusion I was getting an upgrade with EE through them. When I received the device I opened up the iPhone 6s and noticed that there was a new sim in the packet with a different number. I called mobiles.co.uk and asked what had happened. They said EE would be able to sort it out calling them on the new SIM card. Which I did. EE then said I had to go and get another sim for a pay as you go and get 2 seperate PAC codes and would have to pay the bill for the remaining month. EE then offered the same deal for me and suggested I sent back my newly acquired SIM card and phone. Which I surly started to do only to find out that now I'd used the SIM the phone was unable to be returned. This company is an absolute con and I shall not be using it again.”

Helpful Report

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

Hello Daryl, Thank you for taking the time so speak to me moments ago. I’m please I was able to resolve the issues which you were facing. If you require any further assistance, please let me know as I would be more than happy to help. Have a great day. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 8 years ago

“The account was not set up correctly in my name with the network provider so I could not discuss the account with them or transfer my number. Wasted a lot of time trying to sort out. Long delays trying to contact the helpline at mobiles.co.uk, when I got through problem was still not resolved. Raised the problem via the online helpdesk - got an email back to say that someone would get back to me within two days!! Not much urgency there then. Still waiting!”

Helpful Report

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

Hello David, Thank you for your review. I’m really sorry to hear about the issues you’ve experienced. I’ve tried to call you however you were unable to speak. As discussed a call back has been arranged. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 8 years ago

“Everything- you upgraded my husband instead of me. We had to cancel the upgrade and now he has problems getting everything reversed. He has never had a contract with car phone warehouse so you have used his details illegally and I have no upgrade at all. It was a totally appalling experience from start to finish. No contact details on any of your emails so no one to talk to excel lot for Indian call centre lady who could not speak to me even though it was supposed to be my phone. Totally unprofessional.”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 8 years ago

Hello Stephen I’m really sorry for the problems with yours and your husband’s upgrade; I have passed your information onto our customer service team to look into. Thanks again for your time, it’s greatly appreciated. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I ordered online on Friday morning, and opted to pay extra for a Saturday delivery. Then later in the day I received an email asking me to call in order to complete the order. When I called I was asked for most of the order information again. I don't understand why this was necessary, but it resulted in the phone being dispatched with a Monday delivery, leaving me to negotiate with DHL as nobody would be in on Monday.”

Helpful Report

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

Hello Adam Thanks for taking the time to share your experience with ourselves, I’m really sorry for the delay and problems with your order. I hope you are enjoying your new phone. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I was happy, until I wanted to contact Mobiles.co.uk concerning an issue with my order. They insist I log in via the MyAccount page, fine... apparently I failed authentication, which was only going to be my postcode or my date of birth, both of which I know - but okay, maybe I typed it in incorrectly during the original sign-up process (though, it begs the question how the credit check worked). They blocked the account, tell me to 'ContactUs' with a link, which does nothing but go round in a circle unless you want to spend 20p a minute to talk to them, on hold, of course. Though, let's face it, all mobile providers have terrible customer support in the UK from my experience, we shouldn't expect the brokers to be any better.”

Helpful Report

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

Hello I’m really sorry for the problems with your online account we do have a local rate customer service number on our website if you ever need to contact us again. Thanks again for your time, it’s greatly appreciated. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“You failed to ensure that I kept my old number which I have used for 20 years so to say I am very disappointed is a understatement.I had to contact EE who explained the reason and the procedures to follow to retain my old number which was also a big hassle.shame on you”

Helpful Report

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

Hello David, Thank you for your review. I have tried to call you regarding this however you weren't available. If you haven't placed an upgrade order with EE then you won't be able to keep your existing number without porting your number out onto a PAYG SIM card on another network and porting back to the new contract. If this is the case, I believe the confusion may have been caused when entering your existing number when placing your order. It does say that this is for the credit check and will not port your existing number. I apologise for any confusion caused. If you would like to discuss this further, please call us on 01509 615 474 and we will be happy to help. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Not happy with the service I've received so far, got the iPhone 6s on Friday morning and the phone still isn't turned on. Bloody hopeless service”

Helpful Report

(Apple IPhone 6s 16GB Space Grey) - Posted 8 years ago

Hello Rodney, Thank you for your review. Following our phone call earlier today, I am glad that your issue has now been resolve but I apologise it took so long. I will pass this feedback onto the relevant senior members of the team to ensure this doesn't happen again. I apologise for any inconvenience caused and I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Everything!!!!”

Helpful Report

(Microsoft Lumia 550 White) - Posted 8 years ago

Hello Irene, Thank you for your review. I am really sorry that you've such a bad experience with us. If you would like to discuss your issues further, please call us on 01509 615 474. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Got phone 5 days ago still not got Xbox disappointed! Thinking of returning the phone”

Helpful Report

(Alcatel Pop 4 Black) - Posted 8 years ago

Hello Mark, Thank you for your review. Following our phone call earlier today, I am glad that we've been 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

“No sim - advised to ring provider for a replacement. Poor advice- had phone 6 days snd still cant use. You should havd sorted the problem immediately.”

Helpful Report

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

Hello Susan, Thank you for your reviews. I am really sorry to hear that you didn't receive your SIM card and you were told to contact the incorrect network provider. We are unable to issue replacement SIM cards, this is why we have to advise to contact the network provider. If you have any further issues, please call us on 01509 615 474 and we will be happy to help. I apologise for any inconvenience caused. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Terrible customer service, terrible escalation teem, nobody takes care about the customer. No device received. Do not deal with them.”

Helpful Report

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

Hello, Thank you for your review. I am really sorry that you've experience such bad customer service whilst dealing with us and our escalation team. If you can provide me with your order reference number or call us on 01509 615 474 we will be happy to look into your issue further, and do whatever we can to resolve it. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Got told I would receive my free gift a week ago and after 2 phone calls I'm still waiting. If its not here by Monday I'm cancelling my contract”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 8 years ago

Hello Andrew Thanks for your review. I’m very sorry to hear your gift hasn’t arrived when expected, I appreciate how disappointing this must be for you. Please let me know if you’ve not received your gift on Monday and I’ll be sure to chase this up for you. Please accept my sincere apologies once again for the delay. Rebecca | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Bought the phone from Mobiles.co.uk, I put my old sim card in the phone to download photos etc before swapping onto Vodafone sim which the contract is through and the SIM didn't work. I got told to go to Vodafone and get a new SIM otherwise I would have to pay for a new SIM so I went to the shop and that SIM didn't work either. When I phoned mobiles.co.uk again they told me because I used a different SIM before the phone is locked to that network which nobody told me when I bought (I think it's a really important thing to advise- you know since customer service is meant to be most important). They then had the cheek to advis it was up to me to ask that question not up to them to tell me and I will need to pay to unlock the phone. On top of all this the iphone keeps freezing (I've only had it 1 week). DO NOT USE!! Terrible customer service!!”

Helpful Report

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

Hi Megan Thanks for taking the time to share your experience with ourselves. I’m sorry to hear you have had some issues with your iPhone. We do advise online and in the terms and conditions not to insert a SIM card into your iPhone as they all lock to the first SIM entered. If you are experiencing any other issues with your phone please take it to your local Carphone Warehouse store for a diagnostic test. I apologise again for the inconvenience caused. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Terrible delivery service by DPD, I wasted so much time and money calling and waiting and waiting. Totally unreliable”

Helpful Report

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

Hello I’m really sorry to hear you had so many problems with DPD, DPD should text you a one hour delivery slot to save you waiting in all day. I have fed back to DPD the issues you have encountered. Thanks for your time, it’s greatly appreciated. Amy |Mobiles.co.uk Customer Support team

Posted 8 years ago

“My order was sent twice and took two amounts Fromm my bank plus took two credit references.”

Helpful Report

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

Hi Christopher I’m sorry to hear your order was duplicated, as soon as the handset is returned to our warehouse your refund will be issued back onto your card. Thanks for taking the time to leave a review. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Mobiles.co.uk used the wrong delivery address and still waiting for refund.”

Helpful Report

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

Hi Peter, sorry to hear you have not received your refund. Please provide us with your best contact number and a suitable time to discuss this.

Posted 8 years ago

“Ms. Nehal is the exchanges customer service area was appalling. She had no idea how to assist me and put the phone down on me. After the problems I had already experienced and call waiting time this was very frustrating. I've been told today that Nehal has noted the account as that the customer had hung up the line. If this was the case why was no attempt to call me back and the status of my order was left in limbo. This is disgraceful customer service and I will not be recommending mobiles.co.uk to any friends or family. In fact I will be recommending that they should avoid altogether as I have experienced nothing but problems throughout the order process.”

Helpful Report

(Samsung Galaxy S6 Edge 32GB Black) - Posted 8 years ago

Hello Daniel, Thank you for your review. I am sorry to hear that you had received bad customer service from one of our advisers. I will pass this feedback on to make sure that they call customer's back when the line drops. Please accept my apologises. If you need anything else, please let me know. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Ordered 2 phones for my twin daughters birthday. One was passed and the other was rejected stating that I had fail an internal security check. Your company then took it upon themselves without contacting me to go ahead with 1 phone. I rang to see what was happening and cancelled the 1 contract only to find you had already taken money out of my account. I also discovered that your company is not an independant company but carphone warehouse in disguise. If I wanted to deal with carphone warehouse I would have ordered from them.”

Helpful Report

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

Hi David, We’re really sorry to hear you failed the internal security check; this is a check that happens on every order. We’re not made aware of why an internal security doesn’t pass and have no influence over the decision made. We aren’t Carphone Warehouse but both companies are part of the Dixon’s Group. Thanks again for your time, it’s greatly appreciated. Amy |Mobiles.co.uk Customer Support team

Posted 8 years ago

“Got my address wrong, promised a call back never got one. Phone turned up a week late. Was told wrong information more than once. Rubbish customer service, very disappoint customer.”

Helpful Report

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

Hello I’m really sorry for the problems you have had receiving your order. I have passed your feedback on to our customer service department. Thanks again for your time, it’s greatly appreciated. Amy | 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 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