Name: Mobiles.co.uk
Rating: 4.70

“I make a Contract and three weeks later I don’t have service my sim is not activate but I have a bill for this month”

Posted 5 years ago

Hi Alejandro, we are sorry to hear about the issues you have encountered, please email us at Reviews@mobiles.co.uk, we'll need you to include a copy of your review within your email. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“Absolutely shocking service!!! Purchased a phone with you and returned For the life of me can it get a PAC code to return to my original provider It’s been over 2 weeks”

Helpful Report

Posted 5 years ago

Hi Tamsyn, in order to obtain your PAC code you would need to contact the network provider your number is currently with. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“Dreadful aftersales service wont use this company again”

Helpful Report

Posted 5 years ago

Hi Alan, we also set a very high standard of customer services which sets us apart from our competition; I am sorry that on this occasion these high standards were not met. Mobiles.co.uk

Posted 5 years ago

“From misleading offers with sneaky hidden fees to poor, or should I say sheer lack of, customer service, my experience with Mobiles.co.uk has been rather horrendous. I feel completely conned, ignored and mistreated, and I will not be using them again - nor recommending them to anyone.”

Helpful Report

Posted 5 years ago

“Phone was delayed over a week .could not explain what happened was a present bad customer service Need to buy another 2 deals but hesitate.”

Helpful Report

Posted 5 years ago

Hi Amina, we’ll always do our best to get your order to you on time, on some occasion orders may be delayed due to unforeseen circumstances. We are sorry for the inconvenience that has been caused. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“Awful, I bought a phone at the end of November and the SIM card sent with the phone still hasn’t been activated. I’ve called multiple times to speak to customer services who tell me after each call to wait 3-5 days and it’s still not been activated. It’s been nearly a month and I still don’t have an operating handset, for in my eyes, something that should be resolved quickly. The sales team were great. After the point of sale, dealing with a problem... terrible. I would appreciate somebody contacting me to resolve!”

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Posted 5 years ago

“My phone was stolen in your factory and it took me to phone you for that even to be noticed.”

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Posted 5 years ago

Hi Catherine, we always endeavour to keep our customers updated regarding their orders. Apologies if this was not the case in this instance. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“Absolutely the worst buying experience of my life. Mobiles really doesn't know what the other hand is doing. Don't be tempted with cheap prices you will be left wishing you paid a little more. Can't emphasize enough how shockingly inept the employee's at mobiles are.”

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Posted 5 years ago

“Absolutely the worst company you could ever go with. Customer services team are rude, do not care and will have you on hold for over an hour despite actually waiting over an hour to get through to them in the first place. Ordered a phone on next day delivery, hadn’t received it, still haven’t and it’s been 3 weeks. Got an email to call to verify my refund but whenever I call the customer services team they have a million excuses as to why they can’t process my refund at the minute so still waiting for this. Getting sick of the customer services team which is located in South Africa or something I called sales team based in the UK who are just as rude. No urgency with anything apart from taking your money. I’ve read many other reviews and regret not reading them before taking actually placing my order with them. Avoid them everyone, really not worth the hassle, weeks of stress and I ordered from another company who are much nicer, paid a little more but deffo worth it. Oh and I also received my contract off Vodafone and the contract details were all wrong!! Never again”

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Posted 5 years ago

“I do sincerely regret the decision to buy a phone from mobiles.co.uk. As it turns out the savings provided by Black Friday deal are not worth the troubles arising from their poor order handling and complete lack of communication. Long story short, they have messed up the delivery address, so I had to divert the delivery to DPD depot (as no other options were available) and the depot lost the parcel. As it happens, DPD will only deal with the sender as per their "contractual relationships" and the sender takes ages to reply to messages, if replies at all. So I am not hopeful. By now, it has been almost 2 weeks since I was supposed to receive the phone, and I still have no idea of what's happening.”

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Posted 5 years ago

“They actually have no clue of what they are doing very confusing and every different agent has different approach or knowledge of their own regulations so makes it difficult.”

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Posted 5 years ago

“Ordered refurbished phone which had low battery usage so returned and tried contacting them on the phone several times, only to be on the queue for 45 minutes, listening to bad reception songs.. Even emailed them after but no reply for few days now and really disappointed with the service...”

Helpful Report

Posted 5 years ago

Hi, We are sorry to hear about the issues you have experienced with the handset. In regards to the wait times, we try to get to all customers as soon as possible but due to the busy period, it can take a little longer to get through. If you require any assistance please get in touch. Kind Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Worst service I’ve ever received from a retailer or a mobile network. Bought a phone and contract three and a half weeks ago and it is still not connected to the network, rendering the phone useless. This is due to Mobiles not submitting my details to the network provider, despite my repeated requests and their repeated (false) claims that it was being done. Customer service is laughable. Don’t give them your money.”

Helpful Report

Posted 5 years ago

“Very poor service, had to constantly call to get things moving. Still don’t have a working phone 2 weeks later and now down to me to sort out. Very frustrating experience.”

Helpful Report

Posted 5 years ago

Hi Pat, we can see that you have been advised to speak with your network provider in order to arrange a SIM swap; this is not something the network will process for mobiles.co.uk. We are sorry for the inconvenience that has been caused. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“Terrible service, no ownership of issues, and still waiting for my final response letter from the company despite waiting over 2 weeks”

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Posted 5 years ago

“I had so many problems with my order and my phone did now work for two weeks and no one within customer services would help me.”

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Posted 5 years ago

Hi James, we can confirm your SIM card is now connected. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“It is now nearly 3 weeks that we`ve had to wait to use our new phones – this is totally unacceptable. We purchased them on November 28th - two contacts/ mobile phones – for my wife and myself, we were given the delivery date of the 1st December. We cancelled our old mobile phone contracts in readiness for using the new ones. After sending two complaint emails - sent through the customer portal of the website. One arrived on the 3rd December and the second on the 6th December. As per the instructions we inserted the “simms” and waited…… In the meantime, Vodafone contract letter arrived which stated 40gb less data than the contract we took out. We contacted Vodafone eventually got through to an operator who informed me that Mobiles.co.uk were adding the additional data and they should have told us; they had had numerous calls regarding this discrepancy already. On the 8th December we called Vodafone again to enquire why our mobile phones had not been activated. We were informed that both “simms” supplied with the phones were the incorrect and we needed to take the mobiles and “simms” and proof of our identities to the nearest shop which was open on a Sunday. We drove to Torquay the nearest open store and paid for several hours parking and visited the shop. The shop assistant stated that as the contract was with Carphone Warehouse, he was not willing to assist in anyway. We remonstrated about the advice we were given over the phone but without result, as far as he was on concerned it wasn’t his problem, so we should go elsewhere. By this time, we both were totally unimpressed with Mobiles.co.uk and Vodafone – the Customer Support – is bordering on useless and provides incorrect advice. We then visited the Carphone Warehouse shop, after explaining our situation, the shop assistance said that they could not help us as Mobiles.co.uk used the same facilities as Carphone Warehouse but not part of the same company. By this time, we were getting very annoyed, we were paying for a mobile phone contract and two mobiles which were absolutely useless to us. The Manager – Dan – became involved as he could see our distress, as both currently have flu virus so travelling did exacerbate our ability to deal with the situation. He also explained that Mobiles.co.uk were not affiliated with Carphone Warehouse but he would check the company business system to see what might be the issue. It appears that within the transactional data there were several transactions (“simms” being allocated then reversed and the same with the handsets) before the “simms” and phones were finally sent to us. It also, became apparent that the “simms” were never activated on the company system, so would never work! Dan made multiple calls and finally after a long call to Mobiles.co.uk customer services (1 hour in total) the issue was corrected but we were advised that the “simms” would take an additional 3-5 days to activate. This was on the 8TH December, we had made multiple calls to Vodafone, emails complaints to Mobiles.co.uk, taking the day out to solve our mobile phone issue in Torquay and paying for parking. We are far from impressed and still have no working phones. 14th December (6 days later), still no simms activated, called customer services @9:50am, spoke to Benela. She told me that the Simms will be activated within 24-48hrs – follow up on Monday 16th December. 16th December, still no simms activated, called customer services spoke to Retabile. Simms will be activated within 24-48hrs – I cast doubt on this and asked for another way to resolve this prolonged circle of incompetence. Agreed finally agreed to a simm swap, vouchers added on system, we must go to a Carphone Warehouse near us and they will activate the simms. We visited the Carphone Warehouse store at to our local town and asked for the simms (as per above instructions) and the staff indicate that they cannot access Mobiles.co.uk system to activate simms. They manage to get access by calling head office and then say that the £10 voucher for a simm will be incorrect and it will still take 3 to 5 days to activate. I`m ready to shoot myself !!!! Jamie, Assistant Manager, looks at the paperwork and thinks he knows what the problem is. There are several transactions before we received the phones and one was a reversal. He believed that the wrong simm was issued and the wrong simm activated each time. Another couple had been in with the same problem? He went with us to the shop and we were able to get our phones working. WOOHOO! Thank God the Manager at Carphone Warehouse was able to help us as without his ability to view the transactional history and discus the problem with Vodafone staff we would never have got to the bottom of the issue. We would still be in the cycle of calling mobile.co.uk online customer services. !!! I think the service we have experienced is shocking, we will never take a mobile phone contract out with Mobiles.co.uk again and would never recommend your company. Having no mobile phone, has impacted our letting business, not being able to contact our customers or suppliers, we have not been able to verify transactions for our bank, credit card or Paypal. It has cost us our valuable time, phone calls, fuel to travel to town and parking. All whilst both having flu virus. Recommend a friend – yes – recommend that they do not use Mobiles.co.uk! We are so looking forward to completing your customer satisfaction survey!”

Helpful Report

Posted 5 years ago

Hi Glenn, We are sorry to hear about the issues that you have experienced with your Vodafone SIMs. In regards to the data, this is usually due to additional data showing under extras on the Vodafone account. In regards to the SIM connection it's unfortunate that the team couldn't resolve this for you over the phone. On some occasions, a SIM Swap may be required by Vodafone which could mean that you need to visit a Vodafone store for security reasons. Although it's good to hear that this has been resolved. We can certainly take a look into your query and see what has gone on here. Please could you email us at Reviews@mobiles.co.uk with the information below? - Full Name - Address Including postcode - Email Address - Order number - Mobile Number Regards, Kash Mobiles.co.uk

Posted 5 years ago

“Customer service is very poor”

Helpful Report

Posted 5 years ago

Hi, We are sorry to hear about this. If we can assist you please feel free to contact us and we can take a look into your query. Regards, Kash Mobiles.co.uk

Posted 5 years ago

“I wouldn't recommend buying from mobiles.co.uk, they charged me more upfront than what it said when I ordered the phone, and then said they won't do anything about it. Also, the delivery date kept on changing.”

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Posted 5 years ago

Hi Palak, we can see that you have been emailed regarding your query, we are sorry that a more favourable response could not have been offered on this occasion. Regards, Michelle Mobiles.co.uk

Posted 5 years ago

“It was horrific, will never yse again”

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Posted 5 years ago

Hi Kirsten, We are sorry to hear about this and it's unfortunate that you feel this way. Please be sure to contact the team if we can assist you with anything. Regards, Kash Mobiles.co.uk

Posted 5 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