Name: Mobiles.co.uk
Rating: 4.70

“I didn't actually go through with the purchase but, I was extremely impressed with the help and courtesy I received when I cancelled the transaction and, on that basis alone, I would have no hesitation in recommending you to anyone. Thank you. further to the above, I've just checked my bank account and you have taken £61.00 from my account for a phone that I never received, also, I've received a confirmation of my new account from vodaphone which I cancelled with you.To say I'm not best pleased is putting it mildly and if it isn't sorted pdq, I shall be taking legal action”

Helpful Report

(Samsung Galaxy S7 Edge Silver) - Posted 9 years ago

Hi Terence, Thank you for your review. I have tried to call you regarding this, however you weren’t available. I am sorry to hear that a payment has been taken, but if you have called to cancel the contract before the order has processed, then the payment would have been taken and will refunded in 14 days. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Avoid, took out a contract for iPhone 6s, paid £150 for handset, passed credit check and security check, received phone all ok. My wife wanted one so went to open another contract the next day for identical phone but different colour, this was refused because I purchased one yesterday????? Useless!!! I thinking of now cancelling contract under cooling off period and sending phone back, then finding a decent company who actually wants my business and will sell me two phones!!!! Absolutely useless customer service!!! They may be cheap it tells!!!! You pay for what you get!!! Avoid like the plague. One unhappy customer!!!!!”

Helpful Report

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

Hello Clifford, Thank you for your review. If multiple orders are placed within 90 days, it can trigger our internal security check. This can't be overturned and we won't be able to process another order for at least 6 months for you. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Avoid, took out a contract for iPhone 6s, paid £150 for handset, passed credit check and security check, received phone all ok. My wife wanted one so went to open another contract the next day for identical phone but different colour, this was refused because I purchased one yesterday????? Useless!!! I thinking of now cancelling contract under cooling off period and sending phone back, then finding a decent company who actually wants my business and will sell me two phones!!!! Absolutely useless customer service!!! They may be cheap it tells!!!! You pay for what you get!!! Avoid like the plague. One unhappy customer!!!!!”

Helpful Report

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

Hello Clifford, Thank you for your review. I’m sorry to hear your second order was unsuccessful. I’ve tried to call you today however you were unavailable to take my call. Please let me know a suitable time to contact you in order to discuss your review. Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I made order and over the phone the next day I received confirmation email from you I will receive I phone which I didn't order so I called them they says they will cancel the order for me after that some one called me apologies and promised me they will send the one I order which I will attach screen shot of the deal after but I didn't receive any email or any phone call till now Thank you”

Helpful Report

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

Hello Basem, Thank you for your review. I apologise for the issues you've faced with your recent order and that is has now been cancelled. If you would like to discuss the account, please call us on 01509 615 474 and we will look into this for you. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Bought on bank holiday after being tempted by a £15 phone discount and despite using the code at checkout (which was advertised on the site) it has failed to trigger or be credited back to me, feel a little cheated :( other than that quickly delivered...”

Helpful Report

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

Hello Mark, Thank you for your review. I am sorry to hear that your voucher didn't apply at the checkout. I tried to call you regarding this however you weren't available. Please call us on 01509 615 474 and we will look into this for you. I hope you have a great day. Kind regards, Ryan - Mobiles.co.uk Customer Support team

Posted 9 years ago

“Hi, I took out a contract with you guys which was due to become live at the end of the 27th May. The phone arrived in very good time and so far I was impressed. I obtained the pac code from my old supplier and provided it to you guys in readiness for the switchover. I switched the new phone off and back on on the 28th to hopefully pick up the new signal and start using my new device but found that all calls and text were still going to my old phone. I restarted it a couple of times but still no change. I called you guys to get this sorted out and was told that files hadn't been transferred from my old provider and that this would take yet another 72 working hours. As this was now Saturday morning of a bank holiday weekend it means that I will not be able to use my new device until a whole week after my contract started. Why does it now take 72 hours to do something that was originally to be done in 24 hours?? Surely this could be done within 24 hours as per standard process for swapping numbers between networks. And surely this should be done as a priority for new customers who are so far disappointed with the service !”

Helpful Report

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

Hi Tristan, Thank you for your review. I apologise that your handset wasn't connected properly which caused you to be without your handset over the bank holiday weekend. The reason this takes longer than the originally 24 hours is because this will have to be manually connected with the network, instead of the system automatically processing it. I apologise for any inconvenience caused by this and if you have further issues, please feel free to call us on 01509 615 474. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“This was my first experience with this company and I was planning on buying every member of staff across my whole business a phone (over 120 handsets). I bought one to test out the customer service and was utterly horrified when I called in to let them know that they had sent an iPhone 6s and I was wanting an iPhone 6 Plus. The call handler was obscenely rude, and didn't even ask what the nature of the call was about .. just that he was only able to ask the same question about confirming the address a couple of times before he was unable to do anything else other than put the phone down. This was after an 18 minute wait to get through due to them "experiencing high call volumes", not on that specific day, but always, because it's even written on the website that they always experience this problem and yet no-one has addressed it to shorten the wait for customers. The wait if calling to buy a new product is around 30 seconds. Anyway the offensive call handler was almost narcissistic in his delight at having to put the phone down and was very happy to spell out his name, probably because he knew that there would be no consequence to him flicking off anyone who might be calling with an issue that needed addressing. His name was SHARWA, or something similar and he couldn't have cared less and was almost mocking in his attitude. If any one of my employees had the audacity to speak to customers in that manner they would be out of the door faster than you could say "minimum wage". Anyway we have no intention of ever interacting with this company again and I'd warn people about the conduct of the customer service department of ever there is a perceived issue. The irony is that I was calling to order 120 new contracts. Go FIGGA.”

Helpful Report

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

Hello Bobby, Thank you for your review. I apologise the handset you received wasn’t as expected and that the service you received from one of our agents was unsatisfactory. I’ll be investigating the call within 5 working days and providing additional training where needed. I’d like to apologise again for the situation and any inconvenience caused. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“You have not upgraded my phone now got two contracts with ee and can't get through to you on phone always busy or not open ????????”

Helpful Report

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

Hello Martin, Thank you for your review. I’m sorry to hear there’s been an issue with the order you placed. I’ve tried to call you today however you were unavailable to take my call. Please let me know the best time to contact you so we can discuss this further. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Very efficient service and good knowledge and advice. Ordered my phone on Monday and received it by Wednesday. Had a brand new IPhone SE with the same package as exiting phone and £8 a month cheaper - saved £96 a year”

Helpful Report

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

Hello Melanie, We’re really pleased to hear you received an excellent service from us and that you received your order swiftly. Thanks for taking the time to leave such a positive review.. Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I had a small issue with the bill and tried to speak to someone, it was then that I realised that to get an answer to a question that wasn't straight forward and on the website, then you were in for a long haul. The phone line is expensive and you are on hold for 10 mins. I cancelled it before I was stuck with the poor level of customer service.”

Helpful Report

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

Hello Kerry, Thank you for your review. I’m sorry to hear you were having issues contacting our team. We’ve been receiving a higher number of calls than expected and are working towards making our waiting times shorter. Any billing queries would need to be discussed with your network provider. Your feed-back is very important to us and thank you for your patience. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I am still waiting for the problems with my phone purchase to be resolved, no one called me back today as promised and I'm still waiting to find out what is going on. The service of this company to very poor. I am wishing I hadn't bothered speaking to them in the first place.”

Helpful Report

(Apple IPhone SE 16GB Gold) - Posted 9 years ago

Hello Sharon, Thank you for your review and for accepting my call earlier. I’m sorry to hear you didn’t receive a call back from one of our agents regarding your query and that your phone problems have yet to be resolved. This will be investigated internally and will arrange a call back to discuss this further. I thank you for your patience. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Phone arrived day later after my phone call to mobiles.co.uk. No communication from them whatsoever. When I rang them they have agreed (!!!) to change my delivery date... I asked whether they can upgrade my delivery to morning or specific hour as I had to take a day of work, but obviously nothing could be done. Avoid as not trustworthy.”

Helpful Report

(Samsung Galaxy S7 Edge Silver) - Posted 9 years ago

Hello Piotr, Thank you for your review. I’d like to apologise for the delay in you receiving your order. We’ve recently relocated our warehouse and this has caused a delay in some orders being delivered to our customers. This move has now been completed and shouldn’t affect any customers moving forward. I thank you for your patience. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I have been a customer with mobiles.co.uk for some years now and thought they will appreciate customer loyalty especially when running fully online business. But I couldn’t be more wrong! I have placed a new order on Wednesday and received my meant to be a new phone on Thursday as anticipated, however, once I opened the package it was unsealed, the headphone was missing and the box was damaged from outside and inside. Clearly it happened before the delivery as there was no sign of damage on a delivery bag. Anyhow when I call customer services to explain the situation, the guy I spoke to “Muhammad” he first stated that all of their new phone should be sealed and have headphone. Then he went to check with someone and came back saying nothing but disregarding my concern and keeps trying to convince me to accept a damaged package. Then when he realised I am not going to accept his resolution, he arranged a collection for Friday and confirmed my new replacement phone will arrive on Monday. Collection done on Friday but no phone on Monday not even update. I have called again on Monday and spoke to “Olivia” and she stated that I should get an email from DPD later on Monday to confirm my new delivery and my phone will arrive on Tuesday. Now it is Tuesday evening still no phone neither update. How many more times should I call to resolve a mistake you have made? How long you expect me to be without a phone? How many more empty promises shall I be expecting from mobiles.co.uk? So give me one good reason why should I recommend your company to anyone at all? Or in fact ever do business with you again!”

Helpful Report

(Sony Xperia Z5 Compact Black) - Posted 9 years ago

Hello Karwan, Thank you for your review. I would like to apologise for all the issues you’ve experienced since placing your order. I would also like to apologise for the level of customer service that you’ve received. This will be investigated and appropriate action will be taken were necessary. I hope the replacement has since been delivered and you’re enjoying your new handset. If you’d like to discuss this further, please let us know a best time and contact number. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 9 years ago

“Ordered a phone on a contract, was accepted after verification. The money for the handset was taken out of my account, then on the day of delivery supposedly the same verification process failed and my device has been recalled without reason, this has greatly inconvenienced me. Was supposed to be delivered on the 28th of April, it is now the second of May. The money has been taken out of my account but my phone hasn't been delivered, I have been given no reason why the 2nd verification test has failed and no date for it to be resolved. That is awful service. I was told it was the same verification test taken one day apart so it seems to pass when there is money being taken from me, but fail when the handset should be delivered. I have had no satisfactory response from customer services and am now in the process of putting together a formal complain to the relevant ombudsman. I suggest a quick and helpful response to this complaint would be appropriate given that the fault lies entirely on the side of Mobiles.com.”

Helpful Report

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

Hello William, Thank you for your review. I tried to contact you today however you were unavailable to take my call. I’m sorry to hear your order didn’t pass our internal check which we us to avoid possible fraud. I’m investigating with our team to confirm if your order can still be delivered. Regrettably I wouldn’t be able to confirm the exact reason why the check failed due to security reasons. I'll update you within the next 72 hours with my findings. I apologise for the situation and thank you for your patience. Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“It took a whole week for me to get my phone, I spoke to two different people who assured me they would process my order and phone me to confirm. They never phoned me they just went home, to be fair the third person I spoke to was really good and she placed my order and I had my phone the next day. But to summarise all in all it was a largely stressful and disappointing experience.”

Helpful Report

(Sony Xperia Z3 Compact Green) - Posted 9 years ago

Hello Michael, Thank you for your review. I’m really sorry to hear you’ve about the delay it took to place your order. This will be looked into and investigated. I’m pleased to hear the order has now been placed and was delivered the next day. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 9 years ago

“Misleading website. Offers fitbit flex for some contracts but does not deliver on these. Calls to customer services are put on hold in order to 'escalate the call'. Call charges apply to customer services number.”

Helpful Report

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

Hello Hannah, Thank you for your review. I’m really sorry to hear the website was misleading. I’ve tried calling you to discuss this however I was unable to get through to you. Please let me know the best time for me to try again. Alternatively you can call our customer service team on 01509 615 474. The number is free if you have free minutes or free landline calls. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 9 years ago

“De-activated current SIM card immediately & activated new card BEFORE delivery, left me with no phone. NOT happy. Won't be using them again”

Helpful Report

(Samsung Galaxy J5 Black) - Posted 9 years ago

Hello Karen, Thank you for your review. I’m sorry to hear your SIM had been de-activated before delivery. This will be looked into and investigated. We hope the delivery has been successful and you are now connected. If you’d like to discuss this further please provide a best time for me to call you. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 9 years ago

“I bought an Iphone SE with them but I wasnt happy with the phone nor with the network. I contacted Mobile.co.uk to accept its return and they refused to. According to the current law, every customer has the right to return an item even its not faulty. Despite that Mobile.co.uk has taken this rights away from me. Their customer service told me: Im sorry but you gonna have to stick with it! Please, please avoid this company. They are only interested in selling. Desgraceful customer service. I dont recommend them even to worst enemy!”

Helpful Report

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

Hello Frank, Thank you for your review. I’m really sorry to hear you’ve not been happy with the phone and wanted to return. Our terms and conditions do state if the SIM has been inserted or there is usage the return becomes void. If you’re unhappy with the phone we can look into exchanging it to a handset that is more suitable. Please let us know if you’d like to exchange the handset. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 9 years ago

“I ordered a phone / contract online after seeing an offer on hot uk deals. I decided to change from Apple to Samsung mainly due to the expandable memory. After I had placed my order I read the Trust Pilot reviews and was shocked at the negative feedback compared to the feedback on this site. I received my phone on a Monday after placing the order on Friday and due to work commitments it was the following Sunday when I set-up the phone (changed the new number to my existing number etc via O2). The phone worked okay on Sunday and Monday and for most of the part Tuesday until it switched off when I was using it on Tuesday night. I have been unable to get past the Sumsung logo on the screen ever since and have contacted Mobiles.co.uk but I am still awaiting a response. I would like to add I am not the sort of person to leave negative feedback unless it is warranted so please beware prior to ordering from this company. If they sort out this issue I will leave a further review of my experience.”

Helpful Report

(Samsung Galaxy S7 Edge Black) - Posted 9 years ago

Hello Gary, Thank you for your review. I’m really sorry to hear the handset has become faulty. I’ve tried calling you to set up an exchange and send out a brand new replacement however I was unable to get through to you. Please let me know the best time for me to try again. Alternatively you can call our customer service team on 01509 615 474. The number is free if you have free minutes or free landline calls. Kind regards, Mohammed |Mobiles.co.uk Customer Support team

Posted 9 years ago

“Cannot give a good review as I'm still owed £90 for 2 phones I ordered by mistake,instead of giving our money back by bank transfer immediately we have now been told a cheque will be sent but could take several weeks. This is unacceptable and disgusting service”

Helpful Report

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

Hello Lorraine, Thank you for your review. I’m sorry to hear you’ve not received your refund. I’ve tried calling you today to discuss a card refund were we can transfer the funds back onto your card. Please let me know the best time for me to call again so we can discuss this further. I look forward to hearing from you. Kind regards, Mohammed |Mobiles.co.uk 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