Name: Mobiles.co.uk
Rating: 4.70

“I was meant to pay £36 a month 02 are charging me £37 a month.”

(Apple IPhone 6 64GB Gold) - Posted 10 years ago

Hello Elliot, Thank you for your review. It is concerning to hear that you're being charged more than the quoted amount for your tariff, I understand how concerning this would be. I have called you this morning in order to disucss this further but unfortunately you were unavailable. Your first bill is generally higher due to pro-rata charges. To find out more about this you can use the O2 website as this will be detailed in their terms and conditions. Apologies for any inconvenience or concern caused. Kind regards, Grace mobiles.co.uk

Posted 10 years ago

“If I followed my parents advise on not having anything good to say then don't say anything at all then this review would be very short indeed.... On the whole my experience dealing with mobiles.co.uk was a complete disaster, or should I say series of disasters. Firstly I would highlight that in general the customer service offered by this company is very poor; getting through to someone is the first hurdle, if you raise a query on the website then it can take a couple of days for them to get back to you often with the incorrect response then you have to raise another query online and wait another couple of days. You can phone them but be prepared to wait for 20-30 minutes in a queue (at your expense of course). Secondly I would also say that they seem incapable of actually dealing with any vaguely complicated query then they won't be able to deal with it initially and will offer to ring you back. Out of perhaps 7 or 8 call backs I was told I would get only 1 was when they said it would be, some where hours later, some days and some not at all. Resolving issues seem to be a bit of problem as well, I had to resort to fixing the issue that they had created direct with the network out of exasperation at it just not getting fixed in a reasonable timescale (running into weeks not days). This of course cost me more money and a lot of time, but I just needed it fixing. They also caused my historic number to be cut off for a time, probably costing me more money and didn't seem in any hurry to get his resolved either despite it being their fault, again I had to resolve this. Now to what actually happened, I will try to be brief as this went on for weeks: * Ordered a handset which arrived quickly * Initiate transfer of my old number * Handset was damaged on arrival * Contacted online support to arrange an exchange * Waited about 48hrs for a response * Got a response saying I needed to pick a day for collection, no limits mentioned * Responded with the day I wanted * 24hrs later get a response saying this day wasn't possible * Phoned and organised a collection for the Monday (phone had been with me originally on Tuesday before) was told I could expect my replacement by Wednesday * Phone had not arrived on Wednesday so I phoned on Thursday to see what had happened * At this point I was told that it had been put through as a 'Return' rather than an 'Exchange' so they had initiated a cancellation of the contract without even speaking to me (seriously....). Rather unhelpfully I was told to wait a few days and hopefully the cancellation wouldn't go through, then to speak to someone again. * Contacted the provider and get them to add a note to my account asking them not to cancel * Low and behold a few days later my phone dies, contact customer services again to be told it not showing as cancelled to them and essentially I would have to wait till it did. * When it was showing as cancelled I was told that they would have to request a PAC code for my old number then essentially setup a new contract including of course getting credit checked etc again (great). So they said they would get the PAC code and get back to me. * I wait and wait, phoning to chase up intermittently but nothing happens * Eventually I loose patience and contact the provider directly only to be told that they can't issue a PAC code for a number on a closed account. * If my historic number hand't been ported over then I would have given up at this point but I really needed to retain that number. So the only cause of action was to activate the account again so I could get the PAC which then would be closed later. This should have been easy but was vastly complicated now because we were outside the 14 days since the initial purchase basically because mobiles.co.uk had been wasting my time. * I then phoned mobiles.co.uk back with this info, not because I particularly wanted to deal with them again but because I had been offered some compensation for being messed about. Low and behold they couldn't sort it there and then and would have to phone me back. * I waited a few days for this call back and then lost patience completely and went elsewhere, yes I lost money, no I didn't get any compensation and I went to a more expensive contract but at this point I couldn't face dealing with them anymore.”

Helpful Report

(HTC One M9 Grey) - Posted 10 years ago

Hello Duncan, Thank you for your review, I have tried to contact you in order to discuss this further but unfortunately I was unable to reach you. I'm sorry to hear that an error that was caused by Mobiles.co.uk caused you so much inconvenience and that you feel our customer service when dealing with the issues you faced was poor. It is disappointing to hear we have fallen so short of the standards we aspire to. I apologise for any inconvenience caused and thank you again for your feedback. Kind regards, Clare | Mobiles Customer Support Team

Posted 10 years ago

“I feel like I've been badly treated when I ordered my phone it said free xboxone with it nearly two weeks later no Xboxone I have phoned three times trying to resolve this matter still with no satisfaction it would be nice if the company would get in touch with instead of me chasing them”

Helpful Report

(Microsoft Lumia 640 Black) - Posted 10 years ago

Hello Susan, Thank you for your review and for taking the time to speak with me this afternoon. I hope you're pleased with the outcome of our conversation and I apologise again for the delay you have experienced. Kind regards, Grace mobiles.co.uk

Posted 10 years ago

“From the moment I placed this order on the 31st March, to actually receiving it, I had nothing but trouble. I placed my order, and received the acknowledgement email within minutes, with a delivery date of the next day. BUT, I was supposed to also then receive a confirmation email by the end of the day, saying that the order had been processed. But no email by the following day. I phoned them to ask what was the problem, and the advisor said the was a 'problem' and she would sort it and phone me back when dealt with, but it would be later in the day. No return call! I phoned again the following day, explained to another advisor who said the system was trying to port my number (which I hadn't asked for it) and that's why the order hadn't continued. Have they never heard of contacting the customer to sort it out? So she sorted that out, but there was a problem taking the 1p check from my chosen card. So I gave another card, and that worked. BUT, after a few days, and then checking my bank account, yes you guessed it, there had been 2 x 1p from the first card, and 1 x 1p from the second card! I wonder how many times that happens in a year to add up. 10,000 would give them £100 for doing absolutely nothing. And no mobile company would be in business if they couldn't sell thousands every month. Too small an amount to ask them to refund, BUT it is the principle that the transaction had actually gone through in the first place and I had been told something different. Finally, because Mobiles.co.uk had failed to process my order correctly (or advise me of any problems, UNTIL I phoned to check), and instead of my mobile being despatched on 01 April (Wedn), because of the Good Fri and Easter Mon bank holidays, it couldn't be despatched until the Monday to arrive on Tuesday 07 April, which it did. Which is the ONLY thing they did correctly. BUT, Mobiles.co.uk had already told O2 that they had sent it out on the 01st April, and therefore when my first mobile bill was generated (on the 05th April), they actually charged me for part of my monthly contract from the 03rd April. And nothing I could say to Mobiles.co.uk could change that. They at first didn't understand what I was telling the advisor, huh? just told me it was O2's fault?? Or just plainly refused to deal with it. I was being charged by O2 for almost £4 for part of the month that I didn't have the mobile. Eventually O2 took pity and gave me it as a credit in my next bill. Absolutely a very poor experience from start to finish with Mobiles.co.uk. NOT recommended in any way.”

Helpful Report

(Sony Xperia Z3 Copper) - Posted 10 years ago

Hello Stanislao, Thank you for your review. I have tried to call you today in order to discuss this further but unfortunately you were unavailable. I'm sorry to hear that you didn't receive an update regarding the status of your order and that you were required to contact us on numerous occasions in order to chase this. This is not our standard procedure and I sincerely apologise for any inconvenience this has caused. It is also concerning to hear that you have had 3 x 1p deducted from your accounts after being advised that the initial payment was unsuccessful. The extra 2p may be being held and could be realised within 5 working days. We are unable to delay the start date of the contract till the date of receipt as we are required to send the phone out already connected. Therefore the network would have been advised of this the date the order was completed. I understand the concern this would cause and I am pleased to hear that O2 have credited your account for the time you were without the phone. May I reiterate my sincere apologies and I hope that we can provide the level of service you rightly deserve in the future. Kind regards, Grace Mobiles.co.uk

Posted 10 years ago

“Worst customer service ever, brought a phone didn't arrive got stuck with a 24 month contract. What a rip off of a company, worst off then made me call them everyday which gave me a £100 phone bill and also I passed my 14 cool off period to cancel so I'm stuck. Avoid.”

Helpful Report

(Samsung Galaxy S6 32GB Black) - Posted 10 years ago

Hello Kylie, Thank you for your review, I have tried to contact you in order to discuss this further but unfortunately I was unable to reach you. I'm sorry to hear that you are unhappy with the service provided to you by Mobiles.co.uk. It is disappointing to hear we have fallen so short of the standards we aspire to. Regarding the call costs, if you post us your itemised phone bill, we will refund any call charges made to us. FAO Admin Team 3r House Belton Road West Extention Loughborough LE11 5XH I apologise for any inconvenience caused and thank you again for your feedback. Kind regards, Clare | Mobiles Customer Support Team

Posted 10 years ago

“Terrible service, Terrible staff on the phones, Terrible website to buy a phone. Really disappointed!”

Helpful Report

(Apple IPhone 6 16GB Silver) - Posted 10 years ago

Hello Julie, Thank you for your review, I have tried to contact you in order to discuss this further but unfortunately I was unable to reach you. I'm sorry to hear that you are unhappy with the service provided to you by Mobiles.co.uk. it is disappointing to hear we have fallen so short of the standards we aspire to. I apologise for any inconvenience caused and thank you again for your feedback. Kind regards, Clare | Mobiles Customer Support Team

Posted 10 years ago

“The battery gets low very quick and takes double the time?why”

Helpful Report

(Samsung Galaxy S5 Mini Black) - Posted 10 years ago

Hello Narendra, Thank you for your review, I have tried to contact you in order to discuss this further but unfortunately I was unable to reach you. I'm sorry to hear that you are having difficulties with charging your handset. It may be that either the handset or the charger is faulty. Please contact our customer services department on 01509 615474 to discuss this. I apologise for any inconvenience caused and thank you again for your feedback. Kind regards, Clare | Mobiles Customer Support Team

Posted 10 years ago

“I signed up for a monthly contract of £11 but am actually paying £28! Despite my best efforts I still have not got my 'cashback'. I will not use Mobiles.co.uk again.”

Helpful Report

(Nokia Lumia 735 Green) - Posted 10 years ago

Hello Julie, Thank you for your review. I'm sorry to hear that you haven't yet received your cashback. If you have opted for cashback by redemption then you will need to submit 5 bills throughout the duration of the contract. Once a successful claim has been made we will send you a cheque for a fifth of the cashback sum. If you need help on how and when to claim you can find this in your login area which can be accessed by using the following link; https://www.secure-mobiles.com/customer_login/login?wlcode=mobiles&__utma=1.1227071358.1429719607.1429789700.1429800357.3&__utmb=1.5.9.1429800361992&__utmc=1&__utmx=-&__utmz=1.1429719607.1.1.utmcsr=l.facebook.com|utmccn=%28referral%29|utmcmd=referral|utmcct=/l.php&__utmv=-&__utmk=260045322 I hope this has proved helpful but should you need any further assistance please do not hesitate to contact us, or you can provide the most convenient time to contact you and we will arrange a call back. Kind regards, Grace Mobiles Customer Support Team

Posted 10 years ago

“Was told it would be £150 as a deposit for the product requested by the provider. The sales staff confirmed this then on a Saturday afternoon was told cannot get this as staff had gone home who process this . This was fine. Called the following week to get the product and the amount had doubled as the sales agent reprocessed the credit check without authorization or informing me and then was told take it or leave it as i had promised this for my partner as a gift i had only on option but to pay the premium. I then took this up as you listen more when your dealing with now your customer and was told cannot do anything so i was conned!!!!! Beaware”

Helpful Report

(Microsoft Lumia 535 Orange) - Posted 10 years ago

Hello Darrell, Thank you for your review. I'm sorry to hear that a second credit check was ran without your consent, this is concerning to hear. I have tried to call you this morning in order to discuss this further but unfortunately you were unavailable. Therefore, I would kindly ask that you provide me with the most convenient time to reach you. Apologies for any inconvenience caused. Kind regards, Grace | Mobiles Customer Support

Posted 10 years ago

“Very disappointed with the service. Beware the cooling off period isn't what you think it is, apparently you are not entitled to test the phone or service as this will invalidate your consumer rite. They have no address to complain to and really don't give a dam about there customer's. I'm complaining to the ombudsman about this company and would not recommend them to my worst enemy. Very very disappointed, sign up with this company at your own risk.”

Helpful Report

(Samsung Galaxy S5 Charcoal Black) - Posted 10 years ago

Hello Thomas, Thank you for your review. We’re sorry to hear you’re disappointed with the service that you you’ve received and we’re sorry for not accepting the return. The phone can be looked and tested however the sim card must not be inserted. Putting the sim card in the phone voids the 14 day return policy. I would like to call you and discuss this further. Please could you provide a best time and contact number so we can discuss this further. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 10 years ago

“I ordered the mobile from yourselves , i should think that the paperwork was set up in the office. After about 4 days it was at sorting office and was lost. So you sent out another phone which arrived the next day. But i dont think the paperwork was set up in your office because when i went into the 02 shop the sim card did not work. I could not send the phone back to you because it was outside of the 14 days. So 02 sent me a sim card. So i am now in a postion that i am Paying £18.00 to yourselves but cannot operate the phone. No i am not happy. Because i am paying £18.00 to yourselves and £12.00 to 02. 2 contacts but one phone. I will when i am able will ask yourselves how much to get out of contract. marion eaton”

Helpful Report

(Nokia Lumia 735 Green) - Posted 10 years ago

Hello Marion, Thank you for your review. Please accept our apologies for the issues you’ve had with your order. I’ve tried to call you to discuss this further but unfortunately I’ve been unable to get through to you. Please let me know the best time and contact number so I may call you. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 10 years ago

“I requested a contract phone but was not accepted, I rang up to see why and the man I spoke to said he would try his best to sort me a phone, I was then told he would ring back the same day to let me know how he got on but I didnt hear anything for nearly a week, then on the following Saturday I was sent a 2 year contact phone without my permission and £20 was taken out of my bank without me knowing. I hadn't received any phone call or email to let me know this was happening and now I am stuck up a 2 year contract”

Helpful Report

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

Hello Abigail, Thank you for your review. Please accept our apologies for the issues you’ve had with your order. I’ve tried to call you to discuss this further but unfortunately I’ve been unable to get through to you. Please let me know the best time and contact number so I may call you. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 10 years ago

“Very miss leading no money off as thought it was £21 a month in fact it's £29 ! Then paying a month in advance to O2 ! All in all a long contract and very upsetting service . Got the phone for my boyfriend . Would of stick on EE but thought this was a good deal ! How wrong was I ?!! Absolutely gutted .”

Helpful Report

(HTC One Mini 2 Grey) - Posted 10 years ago

Hello Kate, Thank you for your review. Please accept our apologies for the misunderstanding with the tariff. The effective cost is £21 after cash back. Your first month’s bill will always be higher due to pro rata billing. Your last month’s bill will be reduced due to being charged extra in the first month. I’ve tried to call you to discuss this further but unfortunately I’ve been unable to get through to you. Please let me know the best time and contact number so I may call you and discuss this further. I look forward to hearing from you so we can put things right. Kind regards, Mohammed Mobiles.co.uk support team

Posted 10 years ago

“Dispicable company.I signed up for automatic cashback because i could see how long winded the redemption system was over a year providing 5 bills. They say i signed up for redemption and refer to a ficticious email sent to me on the 16/11/ 2014. I have over 20 emails from mobiles.co.uk but funnily none on that date.”

Helpful Report

(LG G3 White) - Posted 10 years ago

Hello Chris, Thank you for your review. I’m sorry to hear you’ve still not received your cash back. I’ve tried to call you to discuss this further but unfortunately I’ve been unable to get through to you. Please let me know the best time and contact number so I may call you and provide an update. I look forward to hearing from you so we can put things right. Kind regards, Mohammed Mobiles.co.uk support team

Posted 10 years ago

“Setting up the service was so easy and phone deal was great, however, getting a reply for your queries is another matter and if they do reply they avoid answering some questions so I have since submitted a single query with just the one question and after 2 weeks I am still waiting on a reply. If you have to send phone back within the first 15 days they require goods back before they will send out replacement, will not do a door step swap like most companies thus resulting in taking another 2 days of work for a fault that is not yours to begin with. If the qustion was would I buy from Mobile.co.uk again the answer would have to be no chance.”

Helpful Report

(Sony Xperia Z3 Compact Black) - Posted 10 years ago

Hello David, Thank you for your review. I’m sorry to hear your handset has developed a fault and I apologise for any difficulties you’ve experienced trying to contact our customer service team. I’ve tried to call you today as I would really like to help resolve your query; however, I was unable to reach you. I kindly ask you to confirm a best time to call you so that we can discuss this matter further. Thanks Kelly

Posted 10 years ago

“Very unhappy with lack of customer support. Call handlers require to be trained regarding manners. I had to make repeated phone calls, still unsure if my problem has been resolved. Missed call from customer complaints however when you try to call them back it's impossible to talk to someone from that department. They reply to the review by asking for a convenient time to speak to you, but if there's no way of advising of this if you can't contact their department.”

Helpful Report

(Huawei Ascend Y330 Black) - Posted 10 years ago

Hello Deborah, I'm sorry to hear that you feel that you have received a poor level of customer service. I tried to contact you this morning in order to discuss this further but unfortunately I was unable to reach you. I'd like to look into this for you and would therefore kindly ask that you provide me with a best time to contact you. I look forward to your response. Kind regards, Grace | Customer Support Team

Posted 10 years ago

“A major disappointment. Having gone through all the stages for what seemed to be a competitively priced upgrade, I discovered that I had been allocated another phone number - which I did not want or need - and another account with O2 - which I did not need. Untangling this situation took longer than it should have. You owe me £0.01 I am left a very unhappy ex customer.”

Helpful Report

(Nokia Lumia 635 Black) - Posted 10 years ago

Hi John, I'm sorry to hear that you received a new contract rather than an upgrade, I hope this has since been rectified. I tried to call you to discuss this in more detail but unfortunately you weren't available. Please let me know if there is a better time to contact you. For each sale we deduct 1p in order to process our internal security checks we can discuss this further, if you choose to provide us with a best time to contact. Many thanks, Grace | Mobiles Customer Support Team

Posted 10 years ago

“:(”

Helpful Report

(Samsung Galaxy S4 Black) - Posted 10 years ago

Hi Damian, I'm sorry to see that you are unhappy with our service, please advise on how it is we can help and I'll be glad to assist you. Grace

Posted 10 years ago

Hi Damian, Thank you for speaking with me this afternnon. We will contact you next week, as agreed, to discuss this further. Many thanks, Grace

Posted 10 years ago

“Rubbish! Signed up for an s5 contract, queried why I had been given s4 charger with it and was told to send back which I did. A week later I had to contact them to find out where my new charger was only to be told it was the right one all along and my charger had been posted back - not that I received it for a further 2 days so I couldn't use phone for over a week and they couldn't even be bothered to contact me I had to chase up. Also bought through top cashbook website and surprise surprise haven't received the cash back either!!! My advice - go somewhere else.”

Helpful Report

(Samsung Galaxy S5 Electric Blue) - Posted 10 years ago

Hi Zoe, I'm really sorry to hear that you received the incorrect charger with your phone. I understand how frustarting this would be. I hope this has since been resolved, however if you'd like to discuss this further please provide your order number. You may also need to provide your proof of purchase to Topcashback as they issue the payment. Thanks, Grace

Posted 10 years ago

“Sent me a refurbished French model twice, then a sim card instead of a phone. A complete shambles of an organisation, I presume set up purely to make their parent company Carphone Warehouse look better. Persevere for the price, but be ready to be disappointed initially.”

Helpful Report

(LG G3 Metallic Black) - Posted 10 years ago

Hello Chris, Thank you for taking my calls moments ago and thank you for the feedback. This will be very useful. Kind regards, Mohammed Mobiles.co.uk support team

Posted 10 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