Name: Mobiles.co.uk
Rating: 4.70

“Have 4 contract phones. Wanted to swop all 4 .was only allowed to swop 1.”

(Samsung Galaxy S7 White) - Posted 8 years ago

Hello Christian, Thank you for your review. I am sorry to hear that we were only able to process one of your order. If you would like to discuss this further, please call us on 01509 615 474 and we'll be happy to help. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“We were promised to be called back on 3 separate occassions but no one ever called.”

Helpful Report

(Apple IPhone SE 16GB Rose Gold) - Posted 8 years ago

Hi Tanya, Thank you for your review. I am sorry to hear that you've been promised a call back 3 times but didn't receive any. I have tried to call you today to discuss this, however you weren't available. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Shame as buying was let down by only allowing you to buy one mobile per address good deals fast and easy to use but was a total pain not being able to get more than one handset failing security check for no good reason is a bad experience.”

Helpful Report

(Samsung Galaxy S7 Edge Gold) - Posted 8 years ago

Hello, Thank you for your review. I am sorry to hear that you've been declined on the internal security check on your second order. As it is a security check, we aren't provided with the reason why you have been declined. Please allow 3-6 months before reapplying as the security check will decline again. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I bought a samsung s7 with Vodafone black friday promotion. The phone was delivered on time but it is more than two weeks that the promotional data (the reason I bought this package.) has not been not added and I not sure when it will be added and by the way I have already been charged for it. Vodafone says I need to talk to mobiles.Co.uk and mobiles.Co.uk says I should talk to Vodafone. None of them take any responsibility. It is very disappointing.”

Helpful Report

(Samsung Galaxy S7 White) - Posted 8 years ago

Hello I’m really sorry to hear you haven’t received all your data allowance, this is a promotional tariff so the data will be added by Vodafone after your first month. Thanks again for your time, it’s greatly appreciated. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“My daughter and I ordered new iPhone 7 phones on the same day. Her phone arrived the next day, I just got a Simm card! It has taken 7 days of long torturous phone calls at high call charges to resolve the situation. I now have the phone, but am told I have to submit proof of my phone calls, for a refund to be "considered"! I did not neglect to send the phone out!”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 8 years ago

Hello Roderick, Thank you for your review. I am sorry to hear about the issues you've experience with your recent order, but I am glad that you have since received your daughter’s handset. We require the bill for the phone charges so we know actually how much to refund. If you need anything else, please let me know. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I have discovered that during the process of purchasing this phone you managed to charge me £10 for one call on your number 08712203580 whilst setting this up. I don't expect to be charged by what i consider to be a couvert manner for the pleasure of buying this phone from you. VERY unhappy about this - Carphone Warehouse and Mobiles.co.uk, won't be using you or recommending you to others. Consider this very underhand.”

Helpful Report

(Apple IPhone 6s 64GB Silver) - Posted 8 years ago

Hi Sarah, Thank you for your review. I am really sorry to hear that you've been charged whilst calling us to place an order with us. Our sales number that you've dialled is chargeable, but if you need to call our customer service team, please use our local rate number 01509 615 474 and we'll be happy to help. If you need anything, please let me know. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Handset came damaged, scratch across the screen , customer service not good on phone 20 mins before you answered the call from my wife , this was after 16 mins for my call to be told that even though I paid for it and the email was mine you could not talk to me, now we have to return the phone and see if you can repair it, sorry but we paid for a new handset not a repaired handset ,and whilst the phone is away by wife has no mobile to use even though we are paying for monthly contract phone not been used not even for text message”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 8 years ago

Hello Christine I’m really sorry for the delay with our call time; we were busy due to the Black Friday period. Our number is a local rate number so you shouldn’t be charged; our faulty handsets should be exchanged not repaired. With regards to data protection we are unable to access customers’ accounts without the account holder present this is the law. Many thanks Amy|Mobiles.co.uk Customer Support team

Posted 8 years ago

“I am already a customer and wanted a new contract. tried to contact by email/phone on numerous occasions to ask for the best deal. On 2 calls I waited around 20mins each time only to be told "the systems are down and we cant help" on one of these an offer was made to call me back but this didn't happen. All calls are chargeable to the customer at a premium rate which is just unacceptable. The deal I eventually got was good ( I believe) and I would recommend the deal just don't expect any customer service.”

Helpful Report

(Apple IPhone 6s 16GB Rose Gold) - Posted 8 years ago

Hello David I’m really sorry for the problems you have had contacting us, we have been very busy because of Black Friday, but someone should have gotten back to you when promised. If you still wish to speak to us, please call us on our customer service number which is local rate, 01509 615 474. Many thanks Amy|Mobiles.co.uk Customer Support team

Posted 8 years ago

“We bought a phone for my daughter for Christmas, filled in all delivery details putting MY mobile number as the contact number for the order. In a separate section it asks about the network and whether there is already a number associated with this provider, if so you *must* enter it, so I put my daughters existing number. All would have been great except confirmation and delivery texts started getting sent to my daughters phone, instead of the number I gave - and is still listed - as the order contact. It beggars belief that confirmation and delivery texts would be sent anywhere other than the contact number box on the order. Even logging into mobiles.co.uk the contact number listed on the account is my phone number. So I tried calling, but each time got stuck in a mire of never ending menus then on hold for so long I've had to give up. A 10p a minute 'customer support' line too, which in itself is obscene, but explains the myriad of menus you have to go through. Delivery: quick/efficient etc but so what? we have a ruined Xmas surprise.”

Helpful Report

(Apple IPhone 6 16GB Silver) - Posted 8 years ago

Hello I’m really sorry to hear the confirmation texts where sent to the wrong number; our system should send them to the best contact number but due to a system error they seem to have been sent to the EE number by mistake. If you wish to discuss this with our customer service team please call them on 01509 615 474. Many thanks Amy|Mobiles.co.uk Customer Support team

Posted 8 years ago

“Order three individual iPhones on contract for my daughters for Xmas. The first order processed fine but the second and third were cancelled due to not meeting security/financial checks. Tried to contact the helpline on several occasions however the line just cut out immediately.”

Helpful Report

(Apple IPhone SE 16GB Gold) - Posted 8 years ago

Hello Andrew I’m really sorry for the problems with your order, we do have security checks to prevent fraud. If you wish to speak to customer service please call 01509 615 474. Thanks again for your time. Amy| Mobiles.co.uk Customer Support team

Posted 8 years ago

“Promised a Saturday delivery, even emailed me to confirm it. Then sent another email after the purchase advising it would be the following Monday. Really annoying when you work away from home. Didn't really get my phone till the following Friday as a result. Over promised - under delivered.”

Helpful Report

(Samsung Galaxy S7 Edge Gold) - Posted 8 years ago

Hello John I’ve tried to call you today to discuss this with you. I’m so sorry that you did not receive your delivery when expected. We look forward to hearing from you. Kind regards Olivia | Mobiles.co.uk Customer Support team

Posted 8 years ago

“i have ordered 2 i phone 7's and have to date only received 1. I did the orders separately as not able to add 2 phones to one order.”

Helpful Report

(Apple IPhone 7 32GB Black) - Posted 8 years ago

Hello Helen Thanks for taking the time to speak to me today. I’m happy to have now resolved your query, as mentioned I will be passing the feedback about DPD over to them. Kind regards Olivia | Mobiles.co.uk Customer Support team

Posted 8 years ago

“The phone was a christmas present for my wife and you asked for the number which this phone was replacing. Then sent a text to said phone, her phone, to tell her it would be delivered on Monday. Surprise ruined!! well done”

Helpful Report

(Samsung Galaxy S6 32GB Black) - Posted 8 years ago

Hello Kevin Thanks for taking my call today. I’m happy to have spoken to you in regards to this and I’ll definitely be passing on your feedback to try and make sure this doesn’t happen again. I hope you enjoy your gifts. Kind regards Olivia | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I was over charged by double and now I have to wait 28 days for a cheque to be sent to me for my refund”

Helpful Report

(Apple IPhone 7 32GB Rose Gold) - Posted 8 years ago

Hello Tracey I’m so sorry that you were charged incorrectly. I understand it is frustrating having to wait 28 working days for our cheques to arrive. Usually, they are a lot quicker than this. I’ll pass your feedback on as we are looking into alternative ways to send refunds. I do really appreciate your patience and I hope you can enjoy your new phone. Kind regards Olivia | Mobiles.co.uk Customer Support team

Posted 8 years ago

“The samsung galaxy s7 i purchased was supposed to be on vodaphone network.I have a 28.00 a month sim that doesnt work in any phone”

Helpful Report

(Samsung Galaxy S7 Black) - Posted 8 years ago

Hello Ben I’m really sorry you have been able to use your phone, is sounds like a SIM card issue. Please contact Vodafone and they will supply you with a new connected SIM. Once you have this you can contact our customer service team for a line rental refund. Thanks again for your time, it’s greatly appreciated. Amy | Mobiles.co.uk Customer Support team

Posted 8 years ago

“My new phone, an iPhone 7 arrived promptly. However that's were it all started to go wrong. The phone had a scratch on the face when I opened the package. I suspect that this was not the first time this phone has been sent out to a customer as the packaging was not as original from Apple. It was not a simple matter to contact the company to return the phone as the first thing I was asked to do was to log on to my account, I have no account, I just bought a phone online. The second option was a number to call at 13p plus my operators rate! In the end I had to dig fairly deep into the company web site to find a number for customer services. The girl I spoke to was very helpful. Two days ago I returned the phone via an arranged collection and I have not heard anything since to tell me that it arrived at the warehouse, which is apparently the trigger for you to send me another phone. So here I am sitting at home waiting for my new phone. Regards John Greenhalgh”

Helpful Report

(Apple IPhone 7 32GB Silver) - Posted 8 years ago

Hello John, Thank you for you review. I am really sorry for the delay in receiving your replacement handset. I have tried to call you today to discuss this, however you weren't available. I will call you later on today to resolve your issue. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I incorrectly assumed inputting my number would initiate an upgrade rather than additional account. I am now having a lot of issues with EE trying to rectify the situation. You need to make this clearer.”

Helpful Report

(Apple IPhone 7 128GB Jet Black) - Posted 8 years ago

Hello Peter, Thank you for you review. I am sorry for all of the issues you've experienced with your new contract, rather than an upgrade. I will pass your feedback on, to see if we can make this information more clear on our website, so this doesn't happen to anyone else. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“I ordered two phones , one arrived and after talking to someone in the office they did checks and got me another one with 02 , next day I heard nothing again so phoned again to be told there is no ordered . Wouldn't even explain what had happened”

Helpful Report

(Apple IPhone SE 16GB Gold) - Posted 8 years ago

Hello Dawn, Thank you for your review. I am sorry that your orders didn't appear on our system; I will pass this feedback onto our IT team, to investigate this issue further. In the meantime, if you would like to replace your orders on our website, we will process them as swiftly as possible. I apologise for any inconvenience caused. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 8 years ago

“The order process was really good but the delivery was not good. I collected from DPD depot because I was not allowed to nominate a local collection. The aftershocks of the depot is incorrect and this caused a lot of problems finding it. Then they didn't seem to want to serve me. This made me late for an appointment and I became extremely stressed.”

Helpful Report

(Apple IPhone SE 64GB Rose Gold) - Posted 8 years ago

Hello Deryck, Thanks for your review. I’m disappointed to hear of the delivery issues experienced after the order was dispatched by ourselves. If you could provide me with details of the depot from which the parcel had to be collected, I’ll be sure to feed this back to DPD so they can investigate the issues you’ve raised internally. I hope to hear back from you soon. Rebecca | Mobiles.co.uk Customer Support team

Posted 8 years ago

“During the completion of my transaction the price of my product changed. This was mid way though the purchase procedure. When I phoned up to querie they only said they can do absolutely nothing and hung up.”

Helpful Report

(Apple IPhone 6s 16GB Gold) - Posted 8 years ago

Hello, and thanks for your review. If you could reply with details of the deal in question, I’ll be able to raise an internal investigation of the issue you’ve reported. Under no circumstances, should a deal change when you add this to the basket on our website and I'd like to gain a better understanding as to how this has happened. Please note, if the deal you’d seen was advertised through a third party website, this may have been advertised incorrectly which you’d need to discuss with that company directly. We do flag any pricing errors that occur with third parties, however we’re unable to update these from our side. Please do get in touch if there’s anything more I can help with. Kind regards Rebecca | Mobiles.co.uk Customer Support team

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

Mobiles.co.uk Reviews