Name: Mobiles.co.uk
Rating: 4.70

“Phone returned same day but still charged contract and insurance very slow sorting it out”

(Samsung Galaxy S4 Mini Black) - Posted 10 years ago

Hello Denise, Thank you for leaving a review. I’ve tried to contact you but was unable to reach you. Looking at the time frames of this you shouldn’t have been charged yet. If you check your bank account I’m sure you’ll see that nothing has been taken. If payment has been taken, this will be refunded back to you. If you’d like to discuss this with me further, you can contact me for free using live chat through your online account. Please follow the link provided to access this; https://www.secure-mobiles.com/customer_login/login? Kind Regards Thomas Mobiles.co.uk support team

Posted 10 years ago

“Synopsis: I ordered the phone online. Delivery date was stated as 19/09/2014. Was told no stock, no delivery date. Complained and was offered free accessories but no delivery date. Waited until the website said in stock for delivery 02/10/2014. Complained some more and got the phone on 02/10/2014. Had the wrong size SIM so I had to go into town to get a nano SIM. HUGE amount of hassle. Have been told I will get refund of 1 month as a result.”

Helpful Report

(Sony Xperia Z3 Copper) - Posted 10 years ago

Hello Matthew, Thank you for your review. The release date of the handset you ordered was expected on the 29th September, and although you can select a delivery date this is subject to credit check and stock status. I’ve spoken to our set up team regarding the wrong sized sim card being processed and they have made amendments preventing this from happening for future customers. I apologise for any inconvenience caused, if you need to speak to us about anything else please don’t hesitate to contact us via our live chat service, https://www.secure-mobiles.com/customer_login/contact Kind regards, Chris Mobiles.co.uk support team

Posted 10 years ago

“Order taken and handled well. Agreed delivery date of phone for 2nd October. Unfortunately the delivery was made on 30 September when I was not available. This wasted one of my 'automatic' DPD deliveries. Absolutely impossible to speak to a customer adviser to resolve this situation due to short working hours, no option to e-mail and huge queue for 'chat' system.”

Helpful Report

(Nokia Lumia 630 Orange) - Posted 10 years ago

Hello Tom, Thank you for your feedback. I am sorry that your requested delivery date was not fulfilled but I can see that you have now receive your handset today. If you require any further assistance please don’t hesitate to contact us. Kind regards David Mobiles.co.uk support team.

Posted 10 years ago

“I ordered the Samsung S4 online as it was advertised as being £20 a month. Once you complete the agreement, the small print in the literature gets brought to the fore that it is £28 a month but you can claim £192 over several claims throughout the two years. Clever advertising but poor customer service. The order was confirmed and a delivery time and date was also confirmed via email, the delivery costing £7. I was in urgent need of a phone so booked time off for the delivery but I received an email that morning stating there was delay and that it was arriving on another day. I would not be in at that time as I had already arranged time off time when they confirmed delivery. I have emailed them to cancel the order and for them to reimburse me with the delivery charge, but there email response takes up to 48 hours and as yet I have had no reply. I am very dissatisfied with the poor advertising of the cost of the phone in the initial agreement when I bought the phone, but it's my fault for not looking at it with a fine tooth comb. The company then rearrange the delivery date despite an email confirming a time and date. Very unhappy customer.”

Helpful Report

(Samsung Galaxy S4 White) - Posted 10 years ago

Hello Simon, Thank you for your review. I am sorry that you found the website to be misleading. We try our best to make the information as clear as possible before, during and after the point of sale without overshadowing the overall offer. However, I would be interesting in discussing this further with you to see your opinions on how we can improve this to create a better customer experience. I appreciate you have emailed us and I’m sure this has been dealt with accordingly. Please reply with a time and number in which you are available so I can investigate this further with you. Kind regards David Mobiles.co.uk support team

Posted 10 years ago

“Made order by phone, when completed, girl said would send email with details of order in about half hour, never arrived, this caused all sorts of problems as I had not got my tel no or order number. Also had to sort my own number transfer, this was done for me by my Last provider. Also difficult to get through on phone”

Helpful Report

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

Hello Roy, Thank you for your review. Once orders are successfully processed customers receive a confirmation email within the next 24 hours. I apologise if you didn’t receive such an email. With regards to porting your number this is something that has to be dealt with by the network after sale. If you have any further questions please don’t hesitate to contact us via our live chat service, https://www.secure-mobiles.com/customer_login/contact. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“Very slow to process my order. Took 4 days to deliver even though they say next day. Online chat VERY slow and 'sticky', took ages to type in questions. Online chat lady very good and helpful.”

Helpful Report

(Apple IPhone 4s 8GB White) - Posted 10 years ago

Hello Craig, Thank you for your review your opinion is valuable to us. I must apologise for the delay in processing and delivering your order. I’ve taken note of your account and will investigate internally with DPD as to why there was a delay in delivering your order. If you need any help with anything else you can contact us via our live chat service, https://www.secure-mobiles.com/customer_login/contact. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“I ordered phone and wanted to find out if order had been accepted, I logged onto mobiles.co.uk site and it said 'order being processed' I checked back again the next day, same again, 5 minutes later i contacted O2 about a query and they were able to confirm the order had been accepted, they were also able to help me with the delivery time which was from 1pm to 2pm, Out of interest I tried the mobile.co.uk site, still 'order pending' I checked again the next day (delivery day) it still said 'being processed' I received the phone at 1.30 precisely, immediately checked the mobile.co.uk site, it still said 'order being processed' I finally got a email at 2.08pm saying my order had been accepted and that DPD would be handling the delivery, NEARLY 40 MINUTES AFTER I RECEIVED IT!!! so, to summarise, I would give O2 10/10 for accurate and timely info, I would give DPD 10/10 for speedy delivery, and I would give mobiles.co.uk 1/10 for having a great deal but failing miserably to give me the delivery info i needed, I can only pray that their service improves, at this moment I cannot recommend them to anyone!”

Helpful Report

(Samsung Galaxy Alpha Black) - Posted 10 years ago

Hello Lee, Thank you for your review and for accepting my call today. I can confirm the issue you describe is a known system error which we are working towards fixing as soon as possible. I apologise you were not aware of when your order was to be delivered. I’ve taken note of your feedback and passed the details to our IT department. If you need any help with anything else you can contact us via our live chat service, https://www.secure-mobiles.com/customer_login/contact. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“I'm sending my phone back thought I ordered a phone and it came with a free gift I chose ps4 and when my phone came there was no free gift I'm not happy at all.”

Helpful Report

(HTC One M8 Grey) - Posted 10 years ago

Hello Dean, Thank you for your review. I can confirm there is no free gift available with the tariff you had selected. I apologise if there was any confusion when placing the order. We do offer some deals with the PlayStation 4 gift so if you prefer one of these deals please don’t hesitate to re-order with us. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“I have been overcharged for my insurance and until this is unresolved I am quite unable to provide a favourable review.”

Helpful Report

(Samsung Galaxy S4 Mini Black) - Posted 10 years ago

Hello Lauren, Thank you for your review. I called you today however you were unaware of the issue in question. Once the details of your review are confirmed I recommend contacting us via our live chat service, https://www.secure-mobiles.com/customer_login/contact so we can investigate. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“I would have liked a bigger and better instruction book this is my first smart phone, i cannot create a phone book, no instructions to do anything i am very disappointed with Nokia”

Helpful Report

(Nokia Lumia 630 Black) - Posted 10 years ago

Hello Sam, Thank you for your review. Many phone manufacturers tend to not supply paper manuals with their handsets, these can be viewed and downloaded online by visiting the manufactures website, http://www.nokia.com/us-en/support/product/lumia630/, here you will find a user guide and a troubleshooting guide. If you have any further questions please don’t hesitate to contact us via our live chat service, https://www.secure-mobiles.com/customer_login/contact. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“You didn't deliver when they said they would and left me without a phone over the weekend. They sent me an accessory pack, half of which I couldn't use as I don't have a car!”

Helpful Report

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

Hello Neil, Thank you for your review. I’ve tried to contact you today however you were unavailable. Please contact me via live chat so we can discuss the review, https://www.secure-mobiles.com/customer_login/contact. Kind regards, Chris Mobiles.co.uk

Posted 10 years ago

“was advised my phone would arrive on Friday but then informed at 6pm on Friday that it would arrive Monday, and to cap it all they send me a review request before I have even received the phone - wake up and make sure the phone has been delivered before requesting a review !!”

Helpful Report

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

Hello Philip, I'm sorry to hear you didn't receive your new phone when you were expecting it. I've tried to call you today to discuss this however I was unable to reach you. If you could provide your best contact number and when you’re available I can try to call you again. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“The delivery was quick, granted and I received the correct phone, which is something. I have yet to receive my headphones though. Tried speaking to an advisor on the so called live chat (at least 5x) about this matter which kept cutting me off! They asked me to fill out a survey asking 'if my problem was solved' to which I obviously said no and again explaining my problem... Again 5x with no reply. The only other method of contact is by calling on a number which will cost the earth and most probably be kept on hold for however long, all for a set of headphones! What a joke.”

Helpful Report

(Nokia Lumia 520 Red Refurbished) - Posted 10 years ago

Hello Vicki, Thank you for taking the time to speak to me today to discuss your review. I'm sorry you were unable to contact us via Live Chat and for any inconvenience you experienced. I hope you enjoy your new phone. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“Good price and quick delivery but bank account number was incorrectly passed on to O2 so initial direct debit was cancelled”

Helpful Report

(LG G3 Metallic Black) - Posted 10 years ago

Hello Phillip, I'm sorry to hear the incorrect details were passed to the network. I've tried to call you today to discuss this further however, I was unable to reach you. If you could confirm your best contact number and when you're available I can call you again. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“I was asked to enter my bank details and told my delivery would be a couple of days later. Instead I received a notification that there was an issue with my details entered and asked to correct them. I did this, then had no confirmation they had processed correctly, no new delivery date set, no update at all. I waited a couple of weeks then chased the order up, the staff then processed the delivery. Cheap deal, not impressed with the service.”

Helpful Report

(Samsung Galaxy Fame White) - Posted 10 years ago

Hello Jo, I've tried to call you today to discuss your review however I was unable to reach you. I'm sorry to hear you weren't provided with any updates while we were processing your order. I'd like to discuss this with you further if you could provide your best contact number and when you’re available I can call you. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“I have phoned few times but problem is not yet resolved.”

Helpful Report

(Samsung Galaxy S3 Blue Refurbished) - Posted 10 years ago

Hello Pankaj, I've tried to call you today to discuss your query however I was unable to reach you. Can you please confirm your best contact number and when your available and I can try to call you. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“Pre-ordered the Samsung Galaxy Alpha on the 1st September knowing it was available from the 12th. Checked the order status on the 12th and it still hadn't shipped. Cost me £2-£3 in phone calls at 10p/min to get it dispatched and didn't receive it until the 15th. More annoyingly, my contract started on the 12th so three extra days I'm paying for but didn't have the sim or phone! No offer of compensation, no definitive explanation of why it wasn't shipped. Poor, very poor.”

Helpful Report

(Samsung Galaxy Alpha Black) - Posted 10 years ago

Hello Duncan, Thank you for taking the time to speak to me today to discuss your review. Again I'd like to apologise for any inconvenience caused and hope you enjoy your new phone. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“Phone arrived ok however it took 5 days for my current service to transfer over to my new contract. Mobiles.co.uk said that it takes up to 48 hours however this was not the case for me.”

Helpful Report

(Nokia Lumia 530 Green) - Posted 10 years ago

Hello Melissa, Thank you for taking my call today, I'm sorry to hear it has taken longer than expected for your new contract to be connected. As advised I'll call you again tomorrow to confirm everything is OK. Kind Regards Charlotte Mobiles.co.uk

Posted 10 years ago

“Asked for handset to be delivered to work address however was still attempted to my home, where no one was available. After waiting for a long while on their live chat system, by which time the courier office had closed, I finally got connected and got told that it can be sent to my work as previously agreed but now have to wait until Monday. Disappointing. Additionally my online account showed that two handsets were being delivered and that the terms agreed weren't actually the terms agreed, although they actually were according to the customer service employee, who did amend the details, which I appreciate.”

Helpful Report

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

“Not happy with receiving a bill for a full months contract after only 7 days!!”

Helpful Report

(HTC One M8 Gold) - Posted 10 years ago

Hello Lee, I've tried to call you to discuss how billing works however I was unable to reach you. With any network they'll process your first bill within the first two weeks of the contract as they bill you for a month in advance plus the time from the connection date to the bill date. Kind Regards Charlotte Mobiles.co.uk

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