Name: Mobiles.co.uk
Rating: 4.70

“Phone was meant to be delivered next day. 4 days later and still no phone!”

(Apple IPhone 7 32GB Black) - Posted 6 years ago

Hi Irwin, We're sorry to hear you have experienced a delay with your delivery. So we can get this looked into for you, can you please contact us at Reviews@mobiles.co.uk, along with the following information? • Your full name • Full address with postcode • Mobile Number • Mobiles.co.uk order number • A copy of your review Many Thanks, Jade

Posted 6 years ago

“phone was cracked when I received it. Tried ringing and was on hold for over an hour with no answer”

Helpful Report

(Samsung Galaxy S9 Purple) - Posted 6 years ago

Hi Charlotte, We're sorry to hear your phone was damaged when you received it. So we can get this looked into for you, please email us at Reviews@mobiles.co.uk, with the following information: • Your full name • Full address with postcode • Mobile Number • Mobiles.co.uk order number • A copy of your review Many Thanks, Jade

Posted 6 years ago

“Ive rung four times. No help. Having placed my order i wanted to cancel it as my £26 bill was actually £32 but only once agreed and handed over bank details was i shown that fine print. I rung immediate to cancell. Told to wait til arribed then refuse accept delivery 5 days later im awaiting confirm that i have nothing more to do with mobiles co uk”

Helpful Report

(Apple IPhone 7 128GB Rose Gold Refurb) - Posted 6 years ago

Hello hanks for your review. I’m sorry for the problems with your order, please update this review with your Order ID so I can locate your account and give you a call. Kind regards Amy – Customer Support team

Posted 6 years ago

“This is my second review and it seems to be no one is reading this I am waiting for someone to call me as I been promised 5 days ago”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 6 years ago

Hello Diaa Thanks for your review. I’m sorry no one has contacted you back, please update this review with your Order ID so I can locate your account and give you a call. Kind regards Amy – Customer Support team

Posted 6 years ago

“I was charged line rental before the phone was even delivered.”

Helpful Report

(Apple IPhone XR 64GB White) - Posted 6 years ago

Hello Kieran Thanks for your review. I’m sorry to hear you have been charged before you received the phone, all contracts are connected when our handsets are dispatched, this is to ensure we aren’t sending unconnected handsets to customers and they are ready to use when received. Kind regards Amy – Customer Support team

Posted 6 years ago

“Still don't have my phone as your courier DPD seems unable to find my house. After 2 attempts to the wrong house, a call to the courier, extensive delivery instructions and photos, the promised 3rd delivery attempt has failed to arrive this morning.”

Helpful Report

(Samsung Galaxy S9 Blue) - Posted 6 years ago

Hello Kari Thank you for your review. It’s disappointing to learn of your experience with our courier DPD; I completely understand the frustration and disappointment this would cause, I kindly that you provide me with your order I.D so I can look into this for you. Kind regards Jade | Customer Support team

Posted 6 years ago

“Appalling service. I have been charged for phone calls I had to make to try and correct their mistakes. I only ordered 2 items and they got 50% wrong. Rude or indifferent staff. Avoid this shabby outfit at all costs.”

Helpful Report

(Samsung Galaxy S9 Blue) - Posted 6 years ago

Hello Laurence Thank you for your review. It’s disappointing to learn of your experience; our Sales Team have a free phone number to call so I kindly ask that you confirm which number you called alongside your Order I.D and I can investigate this for you. Kind regards Jade | Customer Support team

Posted 6 years ago

“Please don’t waste your time with this company who are a subsidiary to carohone warehouse/ Dixon’s. They were quite happy to take my upfront costs and run a credit check for three iPhone XR’s and promised next day Tues) delivery. Phones didn’t arrive as they had been booked for the inconvenient day after (Weds) which I had to change for the more convenient Friday. Come the Friday the phones still didn’t arrive as they had decided to decline my purchase without any notification. Customer services ABYSMAL and absolute DISGRACE . I have now been left with two very disappointed children and a possible blemish on my excellent up until now unblemished credit scoring due to dispiccabke actions of this company and through no fault of my own. I have written an email to Mr Baldock the CEO expressing my utter disgust of the treatment of this company and it’s kack of customer care”

Helpful Report

(Apple IPhone XR 64GB Black) - Posted 6 years ago

“Found an excellent upgrade deal on their website that had an upfront cost of £50 which I had reduced to £30 as I had a valid discount voucher code. Gave thew company my card details so they could take the authorised amount of £30..... but instead they took £180.....and just before Christmas too !!!! Luckily I took screen shots of the original deal as seen on the website and I had 2 e-mails (order confirmation & order completion) from the company that confirmed my only upfront payment should have been £30. What next occurred can only be described as shocking Customer Service and it was such a struggle to get the unauthorised amount of £150 refunded. Their promises of getting back to you (e-mail & phone) within certain timescales were broken on more than one occasion! EVENTUALLY after 4 phone calls of about 30mins each (costing approx £7 per call!), 3 online messages via the message service on the 'My Account' part of their website, 3 afternoons of my time, a report to my Bank to open a dispute case to recover the money and a call to Citizens Advice (who are referring them to Trading Standards); we were refunded £150 !!!!!!! I'm extremely annoyed that I have been thoroughly inconvenienced at one of the busiest times of the year and also that despite my rightful refund I am out of pocket because of calls/time, etc. I have also had to pay for a product, for a period of time, that I was advised by my bank not to use until the matter was resolved! MY ADVICE IS AVOID THIS COMPANY - THEIR CUSTOMER SERVICE IS APPAULING !!”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 6 years ago

Hello Fiona Thank you for your review. It’s disappointing to learn of your experience with our Customer Support team; I completely understand the frustration and disappointment this would cause. Customer feedback is vitally important in helping us to identify areas in which we can improve and develop as a business. I will make sure that any action deemed necessary is taken to improve our service. In closing, please may I again reiterate my sincere apologies and extend my hope that we may at some point in the future be able to provide you with a more representative example of the level of service, you should rightly expect from Mobiles.co.uk. Kind regards Grace | Customer Support team

Posted 6 years ago

“Absolutely the worst experience ever! Horrible! My phone was never delivered, someone missprinted my delivery address and sent it to another location. No customer service was willing to help me, I payed for the phone but was told by the manager that there is nothing nobody can do about changing the adress on my parcel, eventhough they admitted it was a mistake on their end. I ended up not having phone for 3 days. I am meant to receive it today but i dont have high hopes. I was not allowed to cancel it, ask for a refund. Joke of a company.”

Helpful Report

(Apple IPhone XR 64GB Black) - Posted 6 years ago

Hi Daria Thanks for your review. I’m sorry to hear that you’ve not received your phone; I understand the concern and frustration this would cause. I hope since writing your review you’ve taken delivery however if you haven’t then please update your review with your Order ID. Kind regards Grace | Mobiles.co.uk Customer Support team

Posted 6 years ago

“With a credit score of 985 I find your excuse for not giving me a second phone very poor I will be returning the iPhone XR that my credit score was good enough to get... PS. I no longer need the S9 as I contacted EE (the network who said my credit score wasn't good enough???)and had my s9 dropped off yesterday..............🤔”

Helpful Report

(Apple IPhone XR 64GB White) - Posted 6 years ago

“shambles of a company, almost impossible to have direct contact with anyone when something goes wrong. Had a dreadful experience while trying to order black Friday deals. Absolutely zero customer service with mobiles.co.uk Tried to ring, the automated voice said 13 minutes wait time but over half an hour later I still hadn't been connected so I hung up, I read on social media reports of people being on for over 90 minutes.”

Helpful Report

(Huawei P20 Pro Blue) - Posted 6 years ago

Hi Thanks for your review. I’m sorry to hear that you had difficulty trying to contact us over Black Friday. We experienced a high increase in contact based on our market leading deals. Our Customer Service number is charged at a local rate and those customers who have made an order are able to contact us via their My Account. I apologise for any inconvenience caused. Kind regards Grace | Mobiles.co.uk Customer Support team

Posted 6 years ago

“I have placed an order on Friday for next day delivery on Saturday, they sent item thru DPD promptly, DPD failed to deliver on Saturday, they updated the reason for missed delivery "Premises were closed", we were home all day waiting for new phone, never arrived, called DPD they promised to contact driver and try to delivery on Saturday, called mobiles.co.uk, no explanation, they told me that they are now rearranged delivery on Sunday, no update from DPD on Sunday, called DPD they confirmed that they will deliver on Sunday, no delivery on Sunday, no delivery on Monday either, no update from DPD or mobiles.co.uk, saw update from DPD today that expected delivery on Tuesday, let’s see if they deliver today. wasted my Saturday and Sunday, will never deal with DPD or mobiles.co.uk ——————————————————- Update: Friday, 30th Nov (day 7) ——————————————————- Still waiting for delivery, DPD didn’t deliver parcel after one hour window given, updated delivery status as “Delivery refused, duplicate order”, cancelled deliver at last minute, he was in my area, called DPD and mobiles.co.uk couple of times, nothing happened, DPD rescheduled delivery for 1 Dec. ——————————————————- Update: Saturday, 1 Dec (day 8) ——————————————————- Shame on you DPD! Given one hour delivery window, was waiting for them, received following messages driver is running little late, will deliver shortly Couldn't be delivered, premises were closed I was home waiting for them, called mobiles.co.uk, looking for Sophie but couldn't reach to her, no help given except they contacted to DPD and re-arranged delivery for 2 Dec In the meantime contracted director of DPD customer care, received reply promptly stating that one of her exec team will handle this issue. Received an email from exec team, asking me to wait until Monday (worst case scenario) if still I haven't receive my parcel then they will do something. Again my Saturday wasted, DPD sucks! ----------------------------------------------------------- 4th March 2019 - issue still not resolved Purchased iPhone XR in November 2018 with upfront cost £105, they unable to deliver this phone, cancelled the order, requested refund, received upfront cost via cheque. They have setup my account with Vodafone and now I pay £36 every month for this service I don't use. Vodafone can't help as this was setup thru mobiles.co.uk, and they need to cancel this contract and refund money which I pay every month, called mobiles.co.uk many times but nothing is happening. My last option is to contact my lawyer and sue mobiles.co.uk for these harassment and financial loss, every time I call mobiles.co.uk I have to spend at least 1 hr to explain the issue to the customer care.”

Helpful Report

(Apple IPhone XR 128GB Black) - Posted 6 years ago

Hello Rasid Thank you for taking the time to speak with me today. To confirm I've spoken to DPD and re-arranged the delivery for tomorrow and I've advised you that I will personally keep an eye on your delivery to make sure everything goes smoothly. I've also advised you that I've fed back the issues you've experienced with DPD to my senior manager so that we can escalate this issue with DPD directly. If you're happy with the call you received from me today and once the delivery has taken place tomorrow, I would very much appreciate it if you would consider updating your review to reflect this. Kind regards Sophie | Mobiles.co.uk Customer Support team

Posted 6 years ago

“Once I received my phone which did arrive as instructed. I inserted the sim and went to contact my new provider 02 to port my old number I couldn't pass security because my contract details were set up very incorrectly. O2 blamed Mobiles.co.uk and mobiles.co.uk blamed O2 so got into this tug of war. Mobiles.co.uk didn't believe the story either claiming me to be a liar which I tried to say let's start a conference call with both customer services which they refused. So now in the process of a refund which could be a battle in itself. Very poor service which I think could have been dealt with a lot more efficiently.”

Helpful Report

(Apple IPhone 8 64GB Space Grey) - Posted 6 years ago

Hello Scott Thank you for your review. Firstly, I'd like to apologise for the experience you've received with Mobiles.co.uk. Please be assured that I’ve fed this back to my senior manager so that the issues with Customer Support can be dealt with internally by the correct team managers. I’m sorry that you’ve now decided to cancel your contract, however should you wish to discuss your account with myself please let me know when is a convenient time to contact you and I’ll be more than happy to help? Kind regards Sophie | Mobiles.co.uk Customer Support team

Posted 6 years ago

“Do not order any items from this company .recently ordered a iPhone 7 which failed to arrive was told that it was my responsibility to chase the missing phone with DPD and that I would still be liable to honour the phone contract absolute joke”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 6 years ago

Hello Roger Thanks for your review, and for taking the time to speak with me today. I apologise again for the difficulties experienced with your delivery, and thank you for your patience whilst I investigate this matter. I look forward to speaking with you again. Kind regards Rebecca Mobiles.co.uk Customer Support team

Posted 6 years ago

“Not a good of a deal I thought it was and delivered to the wrong address even after I notified them when dpd sent me delivery notification and I even had to wait an extra day and still they got it wrong”

Helpful Report

(Apple IPhone XR 64GB Coral) - Posted 6 years ago

Hi Samantha Thank you for your review. I am sorry to hear that your new phone was delivered to the wrong address. If you could please provide me with your order ID so i can investigate this issue further. Kind Regards Shay| Mobiles.co.uk Customer Support

Posted 6 years ago

“Bought a phone with them, didnt get delivered next day as promised, its now 3 days late and I still don't have it. Rang them to discuss the situation, got put on hold for ages and then cut off. Am off on holiday day after tomorrow, sadly with my phone that barely holds a charge (hence wanting the replacement) and no longer have time to sort it out. I'm sure this place is great if it all works out but if you are wanting customer service in the event of a problem I wouldn't bother.”

Helpful Report

(Google Pixel 3 XL 128GB Clearly White) - Posted 6 years ago

Hi Neil Thank you for your review. I am sorry to hear that you have not received your handset yet. May you provide me your order ID so I can investigate and resolve your issue for you. Kind Regards James| Mobiles.co.uk Customer Support

Posted 6 years ago

“They are complete liars just to get your business. I was told to wait in all day on sunday for my delivery. Then at 6pm i recieve an email to say that i had changed the delivery date to a monday when i am at work. . Utter crap. Idiots . Liars at this company.”

Helpful Report

Posted 6 years ago

“The worst online business I have ever dealt with. Customer service was useless with staff who really didn’t know or hasn’t a clue what they were actually talking about. Constantly sent me back and forward with 02. I will never use this company again and will encourage others to not use it.”

Helpful Report

Posted 6 years ago

“Very disappointed, I thought I was getting a good deal, I discussed about two phones, agreed a deal for my upgrade on my 1st choice phone. received a email later that evening with confirmation of order which showed the wrong phone, at this point it was too late to phone as closed. I phoned the next day first thing and spoke to custom service who said that I was unable to have the phone agreed with the sales team(although they could see this had been discussed). So had to cancel the order and wait 5 days until I can get a new deal. I also discovered the phone call had cost me over £9, trying to put their mistake right. so I have ended out of pocket. Order ID: 99875649”

Helpful Report

(Huawei P20 Lite Blue) - Posted 6 years ago

Hi Danielle Thankyou for your review. I am sorry to hear that you have had issues with your first order with us, may you update your review with your order ID so that I can investigate on your behalf? Kind Regards James| Mobiles.co.uk Customer Support

Posted 6 years ago

Hi Danielle Thank you for taking the time to speak with me today. I am happy that I have resolved your issue to your satisfaction. Kind Regards James| Mobiles.co.uk Customer Support

Posted 6 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