Name: Mobiles.co.uk
Rating: 4.70

“Shocking service I didn't get sent a sim in my package. My phone is locked to EE even though I took an o2 contract and now I am without a working phone!”

Helpful Report

(Apple IPhone SE 64GB Space Grey) - Posted 8 years ago

Hello Kim, Thank you for your review. I’m sorry to hear about your experience with us. All our orders come with SIM cards and handsets are unlocked. I tried to contact you today however you were unavailable. Please let me know the best time to call you in order to discuss your review. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 8 years ago

“Bad experience with ordering a phone for my wife and then there being a problem with the payment and customer services refusing to speak to me as it was in my wife's name! I only wanted to pay them!”

Helpful Report

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

Hello Tom, Thank you for your review. Due to data protection and fraud prevention reasons we’re unable to discuss or take payments from a non-account holder. This is in the best interests of our customers. If you can get the account holder to call us we’ll be able to help. Kind regards, Chris | Mobiles.co.uk Customer Support team

Posted 8 years ago

“A word of warning, If you are buying insurance with your new phone make sure that it has been processed. I bought a phone and then went on holiday thinking that it was insured. It wasn't until I returned that I realised that the insurance had not been debited from my bank account and that the phone was probably not insured. At this point (29 days after receiving the phone), I contacted Customer Services, who confirmed that the phone was not insured. I was then incorrectly told (and given an invalid telephone number) that I had to contact Carphone Warehouse to take out the insurance. After realising that this was wrong, I called the Mobiles.co.uk Customer Services again, who then spoke to the Sales Team. I was told that Sales would be able to sort out the issue but because they were busy they would call me back within 24 hours. Surprisingly they never called in the 24 hour period! I therefore had to call Sales myself. I explained the issue with the insurance and was told that they could see that I purchased the Insurance with the phone but that there had been a glitch in the system and would call me in 10 minutes when they had sorted it out; they never called back. I called Sales again to be told that they couldn't add the insurance as it was now over the 30 day period. I was kindly told I could get Third Party Insurance for the phone. I am just glad that in the mean time I haven't had an incident that would have required me claim against the insurance because then I would have been scuppered. When you take out insurance on a product you expect it to be processed. I completed done my part of the contract for the insurance, unfortunately Mobiles.co.uk are not capable of fulfilling their part. Overall Service: Rubbish”

Helpful Report

(LG K8 Blue) - Posted 9 years ago

Hello Carol, Thank you for your review. I am sorry to hear that the issues you've facing with the insurance. After the 30 day period we aren't able to apply insurance to a contract, but this should have been applied when you originally called and not left until the next day. I will be investigating this to make sure that an issue like this doesn't happen again. I hope that you have now been able to insure your handset. If you need anything else, please let me know. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Helpful until they got the sale and then they couldn't care less. Wasn't given correct information and no one wanted to rectify. Very disappointing service.”

Helpful Report

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

Hello Clare, Thank you for your review. Following our phone call earlier today, I will arrange for a member of our sales team to call you and hopefull resolve your issue. If you need anything else, please let me know. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Good prices for the latest phones. However, incorrect information was given causing me to be without a phone at a very important period.”

Helpful Report

(Samsung Galaxy S7 Silver) - Posted 9 years ago

Hello Simon, Thank you for your review. I am sorry to hear about the issues you're facing with your handset and that it has caused you to be without your handset during a important time. Please call us on 01509 615 474 and we will be happy to help. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“The plan I ordered over the phone was not what was on my receipt and consequently I am paying more per month than I agreed to. I am very disappointed with the service I have received. I have wasted lots of time and money being on hold and I am extemely angry that you could not give me the deal that I actually agreed to in my terms and conditions.”

Helpful Report

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

Hello Evelyn, Thank you for your review. I am sorry that you’re being overcharged each month by the network. I have tried to call you today to discuss this, however you weren’t available. We are aware of the issue and are in the process of escalating it with the networks and hope to get this resolved quickly. If you would like to discuss this, please call us on 01509 615 474 and we’ll be happy to help. 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

“Tried to deliver me a phone 2 days in a row from DPD, on contract from O2 that I never ordered. Called up numerous times to resolve this and was told it was, only to be then contacted by O2 regarding my new contract and my direct debit details. Contacted Mobiles.co.uk agin who basically could not help me. Terrible customer service”

Helpful Report

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

Hello Grace, Thank you for your review. I tried to contact you today to discuss your review however you were unavailable to talk. Please let me know the best time to contact you. Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Ordered through the website, got accepted & phone dispatched with dpd. Delivery time slot allocated then one hour before delivery due dpd messaged to say phone had been recalled. Spoke to mobiles.co.uk they weren't helpful at all as to what was going on. Still waiting for a call back after numerous emails & calls. Regarding the upfront cost I put up. Terrible company & customer service ! STAY AWAY !!!”

Helpful Report

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

“Pathetic website & customer service avoid at all costs you have been warned wish I had never taken a contract with this company”

Helpful Report

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

Hello James, Thank you for your review. I am really sorry to hear that you haven't been happy with us and our customer services. Please contact us on 01509 615 474 and we'll be happy to discuss any issues you're facing. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Hi.i have bought a phone from mobiles.co.uk...i have still not used the phone..as i cannot get access to my online account...i made an error when filling in my online application..when i telephoned for assistance.i was told to go to CP warehouse with 2 forms of id. The arsehole at CPW was not helpful at all..all in all thr whole of the afternoon was spent flitting between CPW and home.eventually i managed to speak to Hannah And another girl who was very very helpful..i still cannot gain access to my account as it needs completly re entering....please pass this on as i am really pissed off now...my name is Stephen Greenall thanks for reading my concerns”

Helpful Report

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

Hello Stephen, Thank you for your review. I am sorry to hear about the issues you've faced with trying to access your My Account through our website and that the Carphone Warehouse staff we're being helpful to you. I've tried to call you today to discuss this however you weren't available. Please call us on 01509 615 474 and we'll be happy to help. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I had my mobile very quickly, only to find that it would not unlock to sym they sent me, they then sent me another phone, had same problem, so then said they would send me a different mobile as must be sym is wrong which they had sent, had new mobile today with exact same problem, so now been without phone for two weeks as have to send wrong one back before they send me another one..”

Helpful Report

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

Hello Kathryn, Thank you for your review. I have tried to call you regarding this today, however you weren't available. I am sorry to hear that your replacement handset is locked to the wrong network. Please call us on 01509 615 474 and we will be happy to help. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“cancelling order without explanation, not informing customer about situation that is not how you are treating cutomer. POOR CUSTOMER SERVICE, will never come back to buy mobile from this site”

Helpful Report

(Samsung Galaxy S7 Silver) - Posted 9 years ago

Hello Katarzyna, Thank you for your review. I am sorry to hear that you have been declined on our internal security check. We aren't provided with the reasons why you have been declined. 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 9 years ago

“Rubbish. Sent back same day. Actually had someone else's SIM card still left in and the phone was blocked !!!!!!! Went direct to o2 instead”

Helpful Report

Posted 9 years ago

Hello Mark, Thank you for your review. I am extremely sorry that your refurbished handset came with someone else’s SIM card still inserted. This is something we take very seriously and I will be passing this feedback on to make sure that an instance like this doesn’t happen again. I apologise for any inconvenience caused. I hope you shop with us again soon and have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I received a phone call from mobiles.co.uk to tell me I can now upgrade my phone. That's great I thought, I wish I didn't do it now. They promised me my phone on Thursday, it didn't arrive,so I thought maybe Friday and still nothing. When it got to Monday I had no choice but to contact them. The customer service was OK, the lads was very polite and helpful. I then received a phone to tell me I will have it the next day, great. When I got home I had a text from ee telling me thanks for upgrading with us and that my new contract is live. My current phone was then cut off by mobiles.co.uk so I was without a phone, when I contacted them they told me I have to wait. I was also told I will rceieve a phonecall or text when my phone is in store. How can I receive either when you cut me off. I won't use this firm again.”

Helpful Report

(HTC 10 Grey) - Posted 9 years ago

Hello Michael, Thank you for your review. Following our phone call today, I will pass on your issue to our connections team and I hope you are happy with our resolution. If you need anything else, please let me know. I hope you have a great day. Kind regards Amy | Mobiles.co.uk Customer Support team

Posted 9 years ago

“The phone is not working it was supposed to be picked up today nobody arrived and no correspondence very poor service”

Helpful Report

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

Hello Philippa, Thank you for your review. I apologise that you haven't received any correspondence regarding your collection. I have tried to call you today, however you weren't available. I hope that your issue has now been resolved, but if not, please call us on 01509 615 474 and we will be happy to help. I hope you have a great day. Kind regards, Ryan | Mobiles.co.uk Customer Support team

Posted 9 years ago

“My new iPhone is lock to a completely different network to the contract that I have just signed up to and because of this I can not return the phone. And have rung to sort out and mobiles.co.uk customers services won't help. So I don't have an confidence in this company and I won't be referring any of my work force or friends or family.”

Helpful Report

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

Hello Richard, Thank you for your review. I’m sorry to hear you’re having issues with your handset. I’ve tried to contact you today however you were unavailable to take my call. Please let me know the best time to contact you so we can discuss your review. Kind regard, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“I ordered an Apple iphone s but the wrong device was despatched. THey did manage to intercept the phone during transit and it was returned to the warehouse without being delivered to me. Although they did send out the correct device afterwards, they failed to include the SIM card. They apologised and said this had been lost with the original despatch and it was impossible to provide another one . They advised me to get a blank sim from vodaphone. my nearest Vodaphone store is 30 mile round trip ! my poor review is not so much because of the mistake but the way in which it was mishandled afterwards. We all make mistakes , the key is to apologise and rectify it, not simply shuffle the problem on to the customer saying "it's all that can be done ". SUch a shame because the telesales staff had seemed bright and helpful when I bought the phone. I guess once the sale is done, the incentive to treat the customer properly declines ?”

Helpful Report

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

Hello Paula, I’m sorry to hear the wrong handset was dispatched and that your replacement didn’t include a SIM card. I’ve tried to contact you today however you were unavailable to take my call. Please let me know the best time to contact you so we can discuss your review. Kind regard, Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“Very efficient and fast. My new iPhone 6s was up and running in 2 days. I'm very satisfied with the service provided. Thank you.”

Helpful Report

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

Hello Paul, We pride ourselves on our speed of service and delivery, ensuring that every moment you spend with us is as easy and as smooth as possible. We’re really pleased to hear your phone arrived in good time and just wanted to say a big thanks for taking time out of your busy day to leave such a positive review. We hope you’re enjoying your new gadget. Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“My phone was lost in the post. It's now 5 days since I paid and ordered it, and I'm still probably going to have to wait days longer for the squabble between dpd and mobies.co.uk is sorted. I ordered the new phone to arrive the day before my daughters birthday so she could get my old one on her birthday. She is still waiting patiently.”

Helpful Report

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

Hello Stephen, Thank you for your review. I’m sorry to hear your order has gone missing. Our investigations can take up to 5 working days. I thank you for your patience and apologise for the situation. Chris | Mobiles.co.uk Customer Support team

Posted 9 years ago

“My experience in changing my phone was ringing and finding someone on the line who I could not understand...... And it took days and days to change my existing number to the new phone... Eventually after 3 phone calls it hsppened...”

Helpful Report

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

Hello Jean, Thank you for your review. I’ve tried to contact you today however you were unavailable to take my call. I’m sorry to hear about your experience with our team and that there was a delay in you getting your number transferred. I’m pleased to hear your issue has now been resolved. Chris | 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