Name: Mobiles.co.uk
Rating: 4.70

“It is now 3pm and I have had no contact from DPD, who said they would email me this morning with a delivery slot. I expected an email at 8 am so I could plan my day. I contacted DPD and mobiles.co.uk via email and as yet I have received no response from either. I phoned DPD call center twice and I was still not told when the parcel will be delivered. They said that it is in the depot and will be delivered today. I have wasted a day waiting for the iphone. The Customer Service is very poor.”

Helpful Report

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

Hello Andrew Thanks for taking the time to speak to me moments ago. I’m glad we were able to discuss the issues you’ve faced and this has now been resolved. If you require any further assistance please let me know and I’d be happy to help. Kind regards Charlotte Mobiles.co.uk support team

Posted 9 years ago

“Possibly the worst experience I've ever had with online shopping. The customer service is non-existent, the ordering process and customer portal seems like it has been thrown together by a child who can't comprehend the concept of usability. Considering the backing of the site being as huge as it is, I was appalled by the experience and total inability to reach through to someone who isn't an auto-reply function. Terrible at best.”

Helpful Report

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

Hello Ben Thank you for your review. It’s disappointing to learn of your experience and I apologise for the difficulties you’ve experienced when trying to use the My Account section of our website. This has recently been updated so that customers have to validate their login to ensure that the login procedure is secure. If have experienced difficulties with the email validation link then I’d kindly advise you to change to the SMS option instead. Once logged in, you’re able to contact us using a web form, if you wish to speak to a member of our team in person we’re always at hand to help. Please accept our sincere apologies for any inconvenience caused. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“I upgraded my iPhone, the service was excellent but I also upgraded my wives iPhone it arrived in a plain box only the phone and charger, no EarPods or sim release pin, spoke to customer services and they were totally unhelpful, returned phone, plus now thinking of returning mine as well if they are this unhelpful, also we collected the phones from car phone warehouse and the lady there said I have never seen a phone sent like this!”

Helpful Report

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

Hello Leslie Thank you for your review. I’m sorry to hear that your wife’s phone arrived without any earphones or pin. From the description provided, it appears that she ordered a refurbished handset. Therefore we’re unable to guarantee that you will receive all of the accessories due to hygiene reasons. I apologise for any concerns for inconvenience this may have caused either to yourself or your wife. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“Due to the poor quality of product and subsequent poor effort due to company procedures I have exercised my right to cancel the contract and returned your product via car phone warehouse! I definitely would not endorse the product or your company to any of my friends or acquaintances. So bitterly disappointed have I been in the product but more importantly the aftercare service that I would and will actively encourage anyone who asks to give Mobiles a wide berth. I also think it is an absolute liberty that you charge 13p per minute to discuss the fact that you can't do your jobs and I was supplied a product that did not work after 3 days you should be paying me! The fact that you think it is acceptable to supply a faulty product then expect me to be without a phone for several days while you sort out the issue is beyond belief! However you address your business needs are your issues and with that in mind I will cancel the direct debit and expect a full reimbursement. I seldom give a negative review as I tend to look for the positive in any experience! Sadly in this case there is no positive in any aspect other than you are consistent in your inane ability to provide a reliable product or decent customer service! Though I have to say the jovial manner of your customer service representative was the only positive of the whole sorry experience. However even then he could only churn out the company splurge on draconian procedures that would render me phone less for days! I have subsequently taken out another contract with a more reliable supplier Regards Jeff Gumbrell”

Helpful Report

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

“ordered 1 phone through the web and received order confirmation showing 3 phones. The next day received order completion confirmation for 2 phones. Rung them up and explained. Ensured me that only 1 phone will arrive as they will cancel the other order. In the afternoon 2 phones arrive through the post. No return details in the parcels. The chap on the customer service was very helpful though..... Overall, a mess !!!!!”

Helpful Report

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

Hello Charalampos Thank you for your review. I’m sorry to hear that you received a duplicate of your order, I have tried to contact you this afternoon but unfortunately you were unavailable. I hope this has since been resolved, however should you require any further assistance, please do not hesitate to contact us. Kind regards Grace | Mobiles Customer Support Team

Posted 9 years ago

“I was promised that my change of telephone numbers would be ported through on the 24th December, as both the new phones are Christmas presents and I didn't want my wife and daughter to know that they where getting new phone for Christmas. Not only was I let down on the porting date which turned out to be the 15th of December but both my wife and daughter where sent a text informing them of the transfer spoiling my Christmas surprise. That's not event the worst of it, both the old phone have now lost the network service leaving both of my family without phone unless I give them an early Christmas present, what a mess. Believe or not when I ring to complain it turns out it was all my fault, I am lost for words to describe how upsetting the whole process was and the lack of assistance I received from the customer support. The is not a good start to a two year contract with O2, and will be my last contract with O2, I should have stuck with EE.”

Helpful Report

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

Hello Mark, Thank you for your review. I’m sorry to hear about the issues you experienced with porting the numbers onto the contract. Unfortunately we don’t have the capabilities to port numbers. Porting can only be done by the network provider directly. We would never advise when a port will go through or provide time scales as we would not have that information to hand. As 02 have miss advised you when saying the port will be on the 24th you can contact them by dialling 202 from your handset. I hope they can provide details of why they miss advised you and why the port was done sooner. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“I ordered an upgrade through mobiles.co.uk. I received no phone call to clarify any details, and I processed the upgrade to keep my old number. When I received the "upgrade" it had a new sim with a new number. I called mobiles.co.UK to question this and was told this was too long winded to change and I should call EE to sort it. I contacted EE and they told me this was ridiculous and they helped me out and sent me a new phone with the correct sim and my old number. I had to contact mobiles.co.uk again a further four times to get a returns address and to clarify what was needed. I was told I had to pay to send the phone back which is awful. The phone has been received by Mobiles co uk and I hope I will not be charged.”

Helpful Report

(Huawei Nexus 6P 32GB Silver) - Posted 9 years ago

Hello Matthew, Thank you for your review. I’m sorry to hear about the issues you experienced. I’ve tried to call you to discuss this further however I was unable to reach you. Please let me know a best time for me to try again. I look forward to hearing from you go I can address the concerns you have. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“We phoned to make our order and check that our chosen package with voda phone included the red bundle ...we were told it would a nod was advised to order on line. Phone came quickly but when we tried to set up the Spotify package we were advised that the bundle package had not been added. Wehave since realised we have been missled.no bundle package several phone calls which have ended with us been cut off. Extremely poor and unreasonable”

Helpful Report

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

Hello Keith, Thank you for taking the time to speak to me moments ago. I’m glad we were able to discuss the issues you had. If you require any further assistance please let me know and I’d be happy to help. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“Sent the phone to the wrong address after I had called and confirmed the new address. other than that ok service. But I was charged £7 for next day delivery and didn't receive it till the following day as I had to collect it.”

Helpful Report

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

Hello Nicole, Thank you for your review. Please accept my apologies for the issues you experienced with the delivery of your handset. I’ve tried to call you to discuss this further but I was unable to get hold of you. Please could you provide a best time for me to call you? I would be more than happy to issue a full refund of the cost of postage that you paid for next day delivery. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“Mobiles.co.uk sold me a contract on Vodafone which showed as full signal in my home village, it got no reception so I called up, they said they would cancel the contract and refund the phone cost, they sold me a new phone and contract on o2. They still haven't collected the phone after it was booked in for collection yesterday. So I now have 2 phones and 2 contracts! I can only hope that Andrew Palmer sees this and actions on it.”

Helpful Report

(Apple IPhone 6s 128GB Space Grey) - Posted 9 years ago

Hello Jack, Thank you for your review. Please accept my apologies for the issues you experienced. I’ve tried to call you to discuss this further but I was unable to get hold of you. Please could you provide a best time for me to call you to resolve the issues you’ve mentioned in your review. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“Phone purchased as a surprise for my 13 year old daughter for Christmas. I gave my mobile and home tel numbers as contact details for this new contract, but also had to complete the application with my daughters number as she was an existing EE customer. Mobiles.co.uk, rather than contact me about the delivery of the phone, texted my daughter, despite the fact that my number was down as the contact number. One Christmas surprise well and truly ruined!”

Helpful Report

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

Hello Glen, Thank you for your review. I’m truly sorry to hear about your daughter knowing what her present is due to the text message being sent to her phone in error. I’ve tried to call you to discuss this further but I was unable to get hold of you. Please could you provide a best time for me to call you to discuss this? I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“Very poor performance Firstly it is very difficult to email your customer service. And secondly AND MORE IMPORTANTLY I did not order a phone, I reside in South Africa . You have the incorrect details - please rectify your details urgently.”

Helpful Report

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

Hello Carol, Thank you for your review. Please accept our apologies for not being able to contact us by email. As we use an intranet system customer can email us directly from there online account. Since you’ve advised us the order has not been placed by you the details of the order has been sent to our fraud team who will investigate. Please accept our apologies for the inconvenience caused. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“impossible to contact company by e-mail - they just get returned. Had no idea if order went through - could only contact them by phone which costs a bomb - when i did phone them they had me waiting in a que for about 20 mins - its seems the only way to cancell order or find out if it went through - had to do it as could not risk getting two phones. Do Not Use Very bad service - no excuse for not being able to get in touch with them via e-mail unless they just don`t want to deal with any issues no matter how small. Fine if all is well - nightmare and an expensive nightmare at that if you have query. WARNING - DO NOT USE”

Helpful Report

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

Hello Grainne, Thank you for your review. Please accept our apologies for the issues you’ve experienced since placing your order. We don't have a private email address because we use an intranet system, this enables customers to log in from the My Account section on the website and email us securely from there online account. I apologise for the phone costs that you’ve incurred whilst resolving the issues you had. We’ve got a geographic number for the contact centre which is: 01509 615 474. If you’ve got free landline minutes or landline calls then the number would be free to call. I’ve tried to call you to discuss this further but unfortunately I was unable to reach you. Please could you provide a best time for me to call you again? I would be happy to refund any call charges that you incurred when calling us. I look forward to hearing from you. Kind regards, Mohammed Mobiles.co.uk support team

Posted 9 years ago

“My mother who is 83 was persuaded to purchase a new phone and contract when she said she didn't want it. She was given a contract with Internet and she said she didn't want it and didn't know what Internet was and she also said that her daughter will sort out a new phone and the caller still persuaded her to take the phone and contract. Needless to say we refused the parcel. Very bad service.”

Helpful Report

(Samsung J5 Gold) - Posted 9 years ago

Hello Ruth Thank you for your review. It’s concerning to hear what has happened with your mother and I would like to investigate this further. I have tried to contact you this afternoon but unfortunately you were not able to take my call. If the parcel has been refused and your mother doesn’t wish to continue with her order, then I would kindly ask her to submit a returns form which is accessible via the My Account which is found on our website. Please accept my sincere apologies for any concern caused to either yourself or your mother. Kind regards Grace | Mobiles.co.uk

Posted 9 years ago

“The phone arrived quickly, but sadly mobiles.co.uk neglected to send on my direct debit details which caused me lots of problems with my new provider!! Very poor service that they did not pass them on!”

Helpful Report

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

Hello Sophie Thank you for your review. I’m really concerned to learn of the error that has occurred in regards to the network provider not receiving your Direct Debit details. I have therefore tried to contact you this afternoon but unfortunately you were unavailable. I hope this error has since been rectified as these details are usually automatically sent over along with the details of your contract, I sincerely apologise for this error and for any inconvenience it has caused. Kind regards Grace | Mobiles.co.uk

Posted 9 years ago

“Although the order of my S6 edge ran smoothly and was delivered as promised, I shortly afterwards placed an order for two I phone 6s. I submitted a successful payment for the upfront cost of the handset, and provided valid direct debit instructions. The following day l received an email telling me the order had been cancelled, without explanation. I immediately contacted Customer Services who could not offer any explanation for this, other than my order had been refused when run through the computer, although I requested to speak to a manager, I was told they could not give me any further explanation. Furthermore I would be unable to put a further order in for 3 months. I find this terrible service as there is no problem with my credit history, and having spent several wasted hours choosing the phones and completing the order (even more disappointing as these were Christmes presents), I feel this is amongst the worst service I have ever experienced. Why a simple phone call, if it was necessary to confirm any details or request further details could not be made, I do not understand.”

Helpful Report

(Samsung Galaxy S6 Edge 32GB Black) - Posted 9 years ago

Hello Matthew Thank you for your review. I’m really sorry to hear that your subsequent orders were unsuccessful. From what you have described in your review this appears to be referring to our internal security check. This check is ran for each sale and customer and is used to help minimise fraud and protect our customers. Once a decline result has been given we’re unable to overturn this result and we are also unaware as to the exact reason it has been declined. This is to ensure that the outcome can’t be manipulated. Our check is independent of the credit check and will therefore not have been declined based on your credit rating. I apologise for any concern this has caused and I hope I have been able to address these in my response. Kind regards Grace | Mobiles.co.uk

Posted 9 years ago

“Our two new Samsung phones are still not working, cannot make or receive calls due to sim not being registered, calls to yourselves an O2 have not resolved this, now told to visit an O2 shop, not good enough”

Helpful Report

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

Hello Brian Thank you for your review. It’s concerning to hear that you’re without connection on both phones, I have therefore tried to contact you this afternoon but unfortunately you were unavailable. If you have taken a new contract, then please allow a maximum of 72 hours for the Sim cards to be activated. Whereas if you have upgraded and remained with your existing network, you may need to contact them to arrange a manual Sim Swap. Details on how to do this can be found on your network providers website. I apologise for any inconvenience this has aused. Kind regards Grace | Mobiles.co.uk

Posted 9 years ago

“Ordered a mobile phone for my sons birthday on Tuesday and paid extra for next day delivery however the phone was never delivered. I called customer support and was informed it would be delivered the next day Thursday, to my work address however it was not delivered. Called customer support again was told it would be delivered Friday, guess what it never arrived. Customer support no more than useless no help whatsoever ever just excuses. Purchased the phone from another company as to not disappoint my son on his birthday. Would never recommend that you use this company. Rubbish.”

Helpful Report

(Samsung Galaxy S6 Edge 32GB Gold) - Posted 9 years ago

Hello Michael Thank you for your review. I'm really sorry to learn that you have encountered such issues in terms of your delivery and that this experience has led you to cancelling your order. Once the phone has been returned to our warehouse, we will contact the network provider to arrange for the contract to be disconnected and the Direct Debit cancelled, please allow 3-5 working days from the date of receipt for this process to be completed. We will also refund any charges taken for delivery or the handset, the amount will be refunded within 14 calendar days to the card used for the original payment. I understand the inconvenience this would cause and sincerely apologise. Kind regards Grace | Mobiles.co.uk

Posted 9 years ago

“Account login doesn't work and no tech support available to discuss issues. Should have paid more and stayed with o2!”

Helpful Report

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

Hello Mark Thank you for your review. I’m sorry to learn that you’re experiencing issues when trying to login to your My Account. If the issue stems from the authorisation email then I’d kindly advise you to try using the SMS validation code. I have tried to contact you this afternoon but unfortunately I was met with an error message. Once you have accessed your login area, you will be able to contact our customer support team to request any technical assistance for your new phone. Alternatively you can visit the FAQ section on our website. I apologise for any inconvenience so far caused. Kind regards Grace | Mobiles.co.uk

Posted 9 years ago

“This process was a complete disaster from start to finish, no idea about how to treat a customer, completely unhelpful!!! would never use again!!!”

Helpful Report

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

Hello Paul Thank you for your review. It’s disappointing to hear that you have had a poor experience with us and that this has resulted in you not wishing to be a returning customer. Please accept our sincere apologies for any inconvenience or disappointment caused. Kind regards Grace | Mobiles.co.uk

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