Name: Mobiles.co.uk
Rating: 4.70

“With regret the series of events that have led to this very poor rating is not entirely down to mobiles.co.uk. As far as value for money the iphone 6s deal offered seem to be very good, however due to a shockingly poor delivery experience I have had to cancel my contract. The reason for my poor rating are as follows, my phone was despatched to be delivered on the 15/2/2016. I had made special arrangements for someone to be home to collect my parcel. Checking the tracking regularly I noted the courier was approximately an hour away. Then out of the blue I received an email saying I had changed the delivery date to the following day. Not making the change I contacted mobiles.co.uk to try and understand why the change had been made. I spoke to the customer service rep who was unsure why the change had been made but he was unable to change back to the agreed delivery slot. I expressed my dissatisfaction and asked to cancel my contract. The customer rep offered me a free iphone bundle and if I chose to stay he would ensure I would get my phone the following day by having it delivered to the carphone warehouse in staples corner. I reluctantly agreed to the proposed solution. At about 9:10 in the morning of the 16/2/2016 I received a call from the carphone warehouse saying they were not willing to take my delivery as it had my name and address on it. I asked them to accept it but they said it was too late and they had sent it away. The carphone warehouse operative then questioned me about my choice of phone and he said he had one in stock that he could let me have. He asked me further details on the deal and however he was unable to match it. This made me quite angry as I feel he clearly manipulated the situation to make a sale on his behalf at my expense. I then managed to get the courier mobile number who was making the delivery and asked if he could make the delivery to my house. He refused saying he had no choice but to return it to their warehouse but if I could phone mobiles.co.uk and due to it being a slow day he may be able to deliver it later. I then called mobiles.co.uk who attempted to call DPD but were unsuccessful. The customer rep kept on insisting that they could deliver the following day however I was not willing to waste a further day waiting for my phone to arrive. For the debacle described above and myself fast losing my patience I HAVE CANCELLED MY ORDER. I hope this case can be used in future to help better future customer service. I do not feel mobiles.co.uk are entirely responsible however this is the only avenue available to note my utter dissatisfaction.”

Helpful Report

(Apple IPhone 6s 16GB Silver) - Posted 9 years ago

Hello Apostolakis, Thank you for your review. I’m sorry to hear about the issues you’ve experienced. It is disappointing to hear how the courier company we use has let you down and as a result the order has been cancelled. This will be investigated and looked into further. The offer for the accessory pack still stands and if you ever decide to order with us again please let me know and I would be happy to get this sent for you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“Still haven't received my phone. DPD has been selected to deliver phone. When I received notification of delivery window I completed a request to deliver to a neighbour. I received notification from DPD that they could not deliver. We only have 3 direct neighbours and 2 of them were home at the time and they said DPD did not attempt to deliver to them. Another request to DPD to deliver to a specific neighbour but once again received notification that it could be delivered. The neighbour said there was no attempt to deliver to them. I am now taking a days holiday to be at home so I can receive the phone myself. This is probably not Mobiles.co.uk fault and is the fault of DPD but I contacted Mobiles.co.uk to let them know of the difficulties I have experienced with delivery and I have heard nothing back.”

Helpful Report

(Apple IPhone 6s 16GB Space Grey) - Posted 9 years ago

Hello Tracy Thank you for your review. I’m sorry to learn of the difficulties you’ve experienced with DPD and I would like to apologise on their behalf. I have tried to contact you this morning but unfortunately you were unavailable. I appreciate the inconvenience and disappointment this experience would cause and should you wish to have the parcel diverted to your place of work or to your local Carphone Warehouse store, please notify us and we will gladly make these arrangements for you. Please accept our sincere apologies. Kind regards Grace | Mobiles Customer Support

Posted 9 years ago

“Absolutely horrific company to deal with, attempted to order 2 phones only to be told that my first application was fine but my second (identical) application had failed their internal security check - I phoned to query this and was told that my second application had failed because I had attempted to purchase 2 phones on the same network. To add insult to injury I was then told that I was barred from buying anything from them regardless of network for 3 months. I complained to their operations department, who contradicted the person who spoke to me on the phone but did not give a valid reason for the refusal. A subsequent email was ignored. Deal with this company at your peril - I certainly won't again ( and their associated companies will never see a penny of my money again )”

Helpful Report

(Apple IPhone 6s 64GB Rose Gold) - Posted 9 years ago

Hello Neil Thank you for your review. It’s disappointing to hear that your second order was unsuccessful based on the outcome of our internal security check. This check is ran for each transaction that is processed and is used to help reduce the risk of fraud and ID theft. If a declined result is given, then unfortunately we’re unable to proceed with the order and advise customers to allow 3 months before reapplying throughout the Carphone Warehouse group, I appreciate the concerns this would cause. Due to the nature of the check, we’re also not provided with a reason as to why it was declined. Therefore the sales agent may have been providing you their opinion based on your personal situation. Please accept our apologies for any disappointment or concerns caused. Kind regards Grace | Mobiles Customer Support

Posted 9 years ago

“I intended to use the service of Mobiles.co.uk to upgrade my existing contract to a new one. I found a great deal through the upgrades tab and proceeded to purchase the deal. I then discovered that somewhere along the way, the deal had been changed to a new contract instead of an upgrade, causing me extra hassle in contacting O2 to transfer the contract, etc. Very unhappy with the initial service, and with the subsequent non-attempt of Mobiles.co.uk to solve the problem. Will not be using again!!”

Helpful Report

(Apple IPhone 6s 16GB Rose Gold) - Posted 9 years ago

Hello Emma Thank you for your review. It’s disappointing to hear that the order you received was different to that placed online, I understand the concerns this would cause and apologise. As the porting process is handled by the network providers, unfortunately we’re unable to assist customers with this procedure as the request must be made by the customer directly for Data Protection purposes. Please accept our sincere apologies for any inconvenience or disappointment caused. Kind regards Grace | Mobiles Customer Support

Posted 9 years ago

“The phone arrived very promptly after I placed the order online, it went downhill from there. Apparently the 'wrong' SIM was enclosed with the phone and it does not work. I've paid for a contract but here I am nearly a week later with a new phone that I cant use! I've spoken to three people all of whom said they could fix it and they haven't. I've had two online 'chats' one lasting an hour and still they haven't solved it. What's the point in selling a phone if you don't firstly sell it with the correct kind of SIM and back it up with good customer service? I resent paying for a contract for a phone that doesn't work!”

Helpful Report

(Apple IPhone 6s 16GB Space Grey) - Posted 9 years ago

Hello Jane, Thank you for your review. I would like to apologise for the issues you’ve experienced. I would also like to apologise for the level of service you’ve received. This is unacceptable and I can assure you will be investigated. At mobiles.co.uk we have stopped using online chat in October 2014. Do you still have a copy of the chat as this will provide details on who the chat was with? I’ve tried calling you however I was unable to get through to you. Please can you contact our customer service team on 01509 615 474 so we can get this resolved for you. Alternatively you can provide a best time and I will me more than happy to call you. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“The deal I signed up to was for 600 minutes but I have been allocated only 300. I tried unsuccessfully to resolve this by phoning customer services. Each time I was either transferred somewhere else without explanation or cut off. No-one in customer services will deal with this issue - no-one will accept responsibility, apologise or remedy the error. Instead they advised me to visit a Carphone Warehouse store and have now transferred the issue to the 'Technical' Department. Two weeks after entering the contract no-one has got back to me and honoured the agreement I signed up to. You treat your customers with CONTEMPT AND TAKE THEIR MONEY UNDER FALSE PRETENCES.”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 9 years ago

Hello Lorraine Thank you for your review. I’m sorry to hear that your allowance is different to what you originally ordered. I have tried to contact you this morning in order to assist you with this but unfortunately you were unavailable. I’m also concerned to hear that upon contacting us we have been unable to resolve this for you, if you’d like me to contact you then please kindly confirm the most convenient time to do so. Please accept my apologies for any inconvenience or concerns caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Do not use mobiles.co.uk. I am lumbered with a 24 contract that I did not want, and although I am trying to appeal the situation I fear it will be a long and ultimately futile process”

Helpful Report

(Apple IPhone 6s 64GB Space Grey) - Posted 9 years ago

Hello Oliver Thank you for your review and for taking the time to speak with me earlier this morning. I hope all of your concerns and queries have now been addressed and that you’re happy with the outcome of our conversation. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Avoid at all costs they send phones and sim cards out that haven't been credit checked then ask you to return when network declines you !!!!”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 9 years ago

Hello Lisa Thank you for your review. I’m sorry to hear that you have to return your phone due to a failed credit check, I have tried to contact you this morning to discuss this further but unfortunately you were unavailable. From what you have described in your review it sounds like the initial connection failed, therefore we would be required to perform a credit check in order to rectify this. I apologise if when this was performed it was unsuccessful. If it was, then we require the handset to be returned as the connection has been unsuccessful. I appreciate the concerns and disappointment this would cause and sincerely apologise. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Very competitive and easy to use website. No hidden surprises!. Very quick delivery and easy set up . Would certainly recommend and use again”

Helpful Report

(Apple IPhone 6s 64GB Space Grey) - Posted 9 years ago

Hi Kevin Thank you so much for your positive review, however we have noticed that you have scored us with 1*. Is it possible for you to update this to reflect your review? Many thanks Grace | Mobiles Customer Support

Posted 9 years ago

“i will not be dealing with this company again, I got an I phone6 supposedly on an up grade with o2 but mobiles uk opened a new accout on my behalf with o2 instead of putting it through as an upgrade this has caused problems keeping my existing number and has cost me an additional months rental payment will not buy from these again and will tell evryone i can not to deal with them very unhappy”

Helpful Report

(Apple IPhone 6 16GB Silver) - Posted 9 years ago

Hello Keith Thank you for your review. I’m sorry to hear that you haven’t been upgraded but instead have received a new contract. I have tried to call you today to discuss this further but unfortunately the line was disconnected. As you’re with O2, you’re able to migrate your number internally. Therefore you’ll be able to move your number from your original contract to the one purchased via ourselves. I appreciate the inconvenience this may cause and sincerely apologise. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“I have new contract and with in 20 days phone was faulty I had to call costing me 10p per minute Was told they would exchange but had to recieve phone first 4 days without my phone , new phone arrives to again to be faulty Have to again call , told to go to 02 and change sim , not faulty so again another few days without my phone and having to stay in awaiting collection and delivery Contract is only month and customer service has been awful apart from 1 guy called Sayem who was really helpful Wouldn't recommend them to anyone”

Helpful Report

(Apple IPhone 6 64GB Silver) - Posted 9 years ago

Hello Sally Thank you for your review. It’s really disappointing to learn that you have received 2 faulty handsets, I understand the frustration and inconvenience this would cause. It’s also concerning to hear that the level of service you have received has not met what we aspire too, I hope an exchange has since been arranged and I sincerely apologise for any inconvenience this has caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Absolute disgrace ordered a new contract and was accepted 7 days later sim is not active and when I called they said they would need to do another credit check and trip the system?? Supposed to be collecting the phone today as I've cancelled the contract now! Cowboys”

Helpful Report

(Apple IPhone 6s Plus 16GB Space Grey) - Posted 9 years ago

Hello Gary Thank you for your review. It’s disappointing to hear that you’ve experienced difficulties with your connection, I understand the concerns this would cause. If a connection is unsuccessful, then we have a process in place called a Return/Resell. This helps generate a new mobile number and connection, however in order to do this we are required to perform another credit check. We appreciate that the connection issue may not be due to any fault of your own however this is required to fix the error. I hope this issue has since been resolved and you’re now with connection. Please accept our sincerest apologies for any inconvenience this has caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Still not had my number ported over, SIM wasn't active when I received it, direct debit details sent to vodafobe were wrong, customer "services" went home part way through "helping" me on Twitter with no communication really really poor effort”

Helpful Report

(Sony Xperia Z5 Black) - Posted 9 years ago

Hello Graham Thank you for your review. It’s disappointing to hear that you have experienced issues with your connection and Direct Debit, I appreciate the concerns and inconvenience this would cause and sincerely apologise. I hope you’re now connected and that the network now have the correct payment details. Please accept our apologies for any inconvenience caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Phone faulty on arrival. Customer service number always too busy and they do not answer emails. Very poor service”

Helpful Report

Posted 9 years ago

Hello Pamela Thank you for your review. It’s really disappointing to hear that your phone has developed a fault and you haven’t been able to contact our customer support team. I have tried to contact you this afternoon but unfortunately you were unavailable. We would strongly recommend contacting our customer support team as we may be able to exchange the phone, alternatively if you have had the phone for longer than 30 days you can take the phone to your nearest Carphone Warehouse store and the phone can be repaired under warranty. Please accept my apologies for any inconvenience this has caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“I have cancelled my contract and will return the phone tomorrow (awaiting returns number from you).I feel that the terms and conditions of the cash back were totally misleading. On reading these conditions after receiving the phone I feel this is sharp practice, far too complicated and I may contact Trading Standards.”

Helpful Report

(Samsung Galaxy Core Prime White) - Posted 9 years ago

Hello Stephen Thank you for your review. I’m sorry to hear that you have chosen to return based on the conditions of our cashback. I have tried to contact you this afternoon to get your feedback regarding this but unfortunately you were unavailable. I apologise for any confusion caused and I hope we can provide you with another contract in the near future. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“do not touch with a bargepole. if you want me to stop then please contact me to discuss my phone problems.”

Helpful Report

(Samsung Galaxy S5 Neo Silver) - Posted 9 years ago

Posted 9 years ago

“i would like to complain over the service i received,i paid for the delivery of the phones of £6.50 to arrive before 12.oo,i had arranged for someone to be in for the delivery as i was in at work,one of the phones turned up at 3.40 and the other phone turned up at my neighbours,in which he delivered it later that night infront of my children which was supposed to be a christmas present,this caused to much stress right before christmas waiting to see where and when the phones turned up and trying to keep t secret”

Helpful Report

(Apple IPhone 5s 16GB Silver) - Posted 9 years ago

Hello Emma Thank you for your review. It’s disappointing to hear that your request for pre 12 delivery wasn’t actioned, I have tried to contact you discuss this further but unfortunately the number we hold isn’t recognised. I understand the inconvenience this error would cause and I sincerely apologise. I truly hope that the Christmas surprise wasn’t ruined for your children. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Rejected my order when it was delivered as I cancelled when it had been dispatched. I've rang many times to say I'm being sent bills for I phone I don't have, they have the phone back! Won't be using this site again.”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 9 years ago

Hello Jasmin Thank you for your review. I’m sorry to hear that despite refusing your delivery you have received bills from the network. I have tried to contact you this afternoon to discuss this but unfortunately you were unavailable. I hope this issue has since been resolved and you have received revised bills, however if this hasn’t occurred then please advise when it would be convenient to contact you and a member of our team will be in touch. I apologise for any concerns or inconvenience caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“At worst Mobiles Direct are possibly dishonest and at best they are disingenuous! This is the third phone Ive purchased from mobiles direct and this will be the last! I bought the S6 Galaxy Edge for my daughter and the deal looked very favorable due to the £144 cashback until that is I came to claim!! The cash back is returned in 5 stages over a 24 month period and you have to remember to claim each one. In my opinion It is made deliberately complicated so people will forget to claim and smacks of sharp practice. I am considering referring this to both trading standards and advertising standards authorities for a view. In any event well done Mobiles direct you have lost any chance of repeat business from me as I don't deal with companies that operate dishonestly.”

Helpful Report

(Apple IPhone 6s 64GB Space Grey) - Posted 9 years ago

Hello Ian Thank you for your review and for taking the time to speak with me this afternoon. I appreciate you taking the time to provide me with your feedback relating to the cashback by redemption scheme we have on offer. I hope I was able to address any of your concerns. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Sorting the phone was fine. Just looked at my bill I was charged £20 for making a 5 mins call. Disgrace.”

Helpful Report

(Apple IPhone 6s 16GB Space Grey) - Posted 9 years ago

Hello Andrew Thank you for your review. It’s concerning to hear that you have incurred unexpected charges, I appreciate the concerns this would cause and sincerely apologise. I have tried to call you this afternoon but unfortunately you were unavailable. To discover more about your billing and how these charges were incurred, we would kindly advise you to review your bill and contact your network provider should you have any further queries or questions relating to this charge. I apologise again for any concerns caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 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