mobilesdirect.co.uk 

Still waiting for a refund after a series of unauthorised payments were taken a year ago. Matter now escalated to Dan Luik (CEO)'s direct complaint team but still no sign of resolution.

Absolute scam.

Got a contract with a mobile phone and a phone contract, which included 9GB of data, the main reason for picking this contract.

Turns out, the plan I was given (with EE) was only 4GB of data. When I called to investigate, they said something about EE providing 4GB and them providing another 5GB once that runs out. (THIS IS NOT TRUE. IF THE CONTRACT IS WITH EE, THERE IS NO WAY FOR ANOTHER MOBILE NETWORK TO PROVIDE EXTRA DATA).

After being on the phone for 20 minutes (majority of the time spent waiting), they hung up on me without resolving the issue.

Second call lasted 30 minutes, at which point I was told the same thing. I asked where I would be able to see the usage information for the extra 5GB, would they be on EE or mobiles.co.uk or what, at which point the operative stopped talking for about a minute and then hung up again. I could hear background noise, so no, it wasn't a connection problem, she just stopped talking.

By the way, EE confirmed that there is no note or anything on my account, I will not be getting any extra data.

DO NOT USE THE COMPANY. THEY ARE SCAMMERS AND YOU WILL NOT RECEIVE WHAT YOU'VE PAID FOR.

I have been left without a phone for a week. The phone arrived within two days. However the sim doesn't work, I cannot get hold of Vodafone as I do not have an account yet as the sim doesn't work. Mobles.co.uk are unresponsive. I am stuck in between the two companies, Vodafone claim Mobile.co.uk is yet to pass on my details to them, it has been 7 days now without a working phone, absolute joke.

I won't be using this company again in future, as a student I went for what I thought was a good deal, turns out all they care about is getting the money off you. They are more than happy to ignore you once you hand them the money.

I had a double deal (for me and my mother) based on a cashback deal which was a £19 a month for £9 a month which supposedly should be a cashback of £120 by the Mobile.co.uk! they sent me an email with my order number to register and after obtaining the first bill from O2 in order to get my cashback but my registration fails as it doesn't recognise my email nor the order number!!! I have been trying to call them in order to solve my problem but after 2 weeks I still haven't been able to talk to anybody in customer service!!! The sales department will be answered quickly though with a person who will be rude enough and put the phone down if you need help. These people are bunch of scam and fraud. Regret it so much for dealing with these people

Ordered an iPhone 11 128GB on Vodafone 24 month with 60GB data per month - contract at £100 upfront and £33 a month. Ordered on 22/11 and it arrived on 23/11 as promised. Set phone up no problem - then I went on the Vodaphone site - to find out I'd been put on a 20GB per month data plan. Spent most of Sunday 24/11 and Monday 25/11 on phone to Vodafone and mobiles.co.uk, being passed around like a ping-pong ball, to try and get my data allowance set to 60GB (the main reason I bought the phone).

Vodafone say mobiles.co.uk have to change the contract - but nobody there seems to know how to do that! After speaking to about the sixth contact centre operative they say the contract is going to be disputed with Vodaphone to get it put right - BUT this will take 3 to 5 working days.

What an absolute hassle - and now the wait to see if they actually manage to put it right, which I somehow doubt - because an operative on Sunday told me she'd sorted the problem - it was only when I rang back on Monday to confirm, I found nobody knew anything about it.

Don't even try to use their messaging system - because all you get back is some generic response that doesn't even address the question you ask!

Don't think I'll ever buy a contract phone from a 3rd party seller again.

I was thinking of cancelling this order in the 14 day cooling off period and requested a return label - thinking I'd have up to the 14 days to return it if they don't sort the problem --- BUT I've just seen in the small print of their t&c's that the equipment must be returned to them within 48 HOURS of them issuing the returns label - which I've now had for 48 hours!

What a nightmare.

I bought a 12-month sim only contract from them in August and was to receive a cashback cheque for £100. The cheque didn't come and customer service, on the rare occasion someone spoke English would continually just say the same thing "sorry for the inconvenience, we see there's been a delay with your cheque, we'll send another" but none ever came. Then last week eventually, a cheque arrived. I took it to the bank and it bounced. I was then told last week that I would receive a bank transfer for the money in 3 to 4 working days. That was 7 days ago and the money wasn't transferred to my account. so back I went to customer services today, again the same script of apologies etc, then I was told that was misinformation and no one issued money to my bank account last week when I was told they would. Now I'm being told they'll issue another pretend cheque in 14 to 28 days, which I know will not appear or will bounce when it does. I should have read their reviews and facebook page before using them as this seems to be something they do to most of their customers. There's a woman posting on their Facebook page that has been waiting for her money since MARCH. I would like my money, but I know they have no intentions of sending me it and that they will just continue to lie.

Really good sales team. Happy with contract however..Got my new contract with a new Samsung S10 on Friday, to find that when I opened the box, the phone had scratches a long the back bottom. Customer services are the let down for this company to be honest. I was told differant things by differant advisors about the DPD returns label to send my phone back for an exchange. One told me it lasts 8 hours one told me it lasts 24 hours and then one told me it doesn't expire! I also asked for a manager to speak to who was coincidentally not in and got told he would call me back which he didn't.
The accent is very strong and sometimes I felt there was a communication barrier.
Not great that I only had my phone 1 day to be told I need to send it back and be without a phone (but still pay my contract) till they receive it back and only then I could have a new phone sent out again which can take up to 5 days, baring in mind I paid a £150 upfront cost for the handset! So now I'm without a phone to use, still paying my contract and £150 down till I get my new phone again.
The contracts are good but just be aware the customer service is shocking.
*Update* Exchange never came. I've had so many problems and been lied to numerous times. What a waste of time and money and phone calls every day. Even when I've requested to return it, this seems problematic for them to do too! Took out a contract elsewhere and waiting for my handset cost to be returned and my bill. All they say is 3-5 working days.

I have and am still having an awful experience with mobiles.co.uk.

I ordered an iphone with the promise that it would be delivered on Sunday 4th August as I was going on holiday first thing Monday 5th August. As per the various other 1 star reviews on here they DID NOT deliver the phone on time and so I had to go out and buy a cheap phone to use whilst I was away on holiday.

The situation went from bad to worse when I returned home from holiday as I came back to find that the contract that I have been put on is a different and more expensive contract to the one I signed up for. Despite my complaints the inexperienced face of their customer service team are refusing to do anything at all.

I have two other phone contracts that I am looking to take out but there awful customer service has ensured that the other two wont be with them!

I will not be using them ever again.

Absolute sham. Have been trying to register my account all day. Called 3 times to get it sorted and have still been unable to do so. I have been through all of the verification 3 times and have clicked on every traffic light, bicycle, fire hydrant and cross road to try and verify myself. 

Still haven't been able to get on the account. All I want to do is sent a copy of my bill to get my cash back... wonder if this is a ploy to not have to pay out.

Only get one star because there's no zero option. Ordered 4 phones on Saturday and told to expect confirmatory email and delivery on Monday. No email arrived so called this morning and was told my order had been cancelled due to internal investigations. They had not bothered to tell me so could have waited in all day for a phone that would never arrive. Customer Services refused to help / explain why. Wouldn't order a full data request for me. Couldn't find a method to contact via website had to find through a google search. /very unimpressed will take business elsewhere.

Avoid at all costs. Absolutely abysmal customer service. Rung multiple times to be told information being sent within 48 hours, no information was sent. Was eventually told after 4 cycles of waiting 48 hours that they can't email the specified information.

I have used mobiles.co.uk for several years and multiple SIMS. They offer very attractive SIM-only rates, BUT
recently their cashback claim process has gone downhill, fast. And cashback is the only reason to use them!
1)They take ages to process your claim - my most recent one is over 8 days and is stalled at "referred"
2) You can only have one claim at a time, so with 3 sims it is very frustrating having to make one claim, complain about it being falsely rejected, carry on waiting until eventually they admit their error ("Christmas" was the last excuse), before starting over with the next claim.
3) This has happened several times over since about Oct 2018 - I risk the claim window running out simply because THEY take so long to process each claim. With 3 sims on the go, and them taking weeks to process each claim properly, I'm almost out of time!
4) You are not out of the woods once the claim is apporved - It takes over a MONTH for the cheque to turn up. I have had to implement a checklist system just to keep tabs on it all as you risk forgetting where you were up to.
The whole experience now feels like a scam where they do everything to avoid or delay paying up. Are they having cash-flow difficulties? Going bust? Feels like it, cash flow difficulties affecting payment of unsecured creditors is always an early sign.
The contrast with mobilephonesdirect is stark - they confirm by email within a few days of your claim and then pay by bank transfer a few days later - all before this shower have even got round to falsely rejecting your first attempt.
AVOID.

Bad Company wouldn't recommend.

I had ordered a Google Pixel 3 xl and noticed it had a few minor issues when it was received, I thought it was a one off so I called in thinking it was an easy swap. It was confirmed that I would receive a new phone BEFORE I had to send the faulty one back. (Makes sense so you are not inconvenienced) Followed it up on the Sunday with an employee who informed me that the new phone should arrive on Monday.
I then called on Tuesday to say it hadn't been received, and confirmed that I STILL have the old phone. I was informed that the new one should arrive later on Tuesday or Wednesday at the absolute latest.
Now called in on Thursday to follow it up, only to be told that the old one has to go back BEFORE they can send the new one?!

Very uncooperative and disorganised! I wanted to cancel (within 14 days) and was told that when they receive the phone they will action a refund which will take up to 28 days!!! To make matters worse I found out it will be a cheque which will take more time to clear.

I'm a reasonably patient man, but this company is a complete joke.

I ordered a new Samsung s9 a month ago. When it had failed to arrive I phoned DPD. They told me the phone had not been put on the van and was now missing at their depot. They could do nothing about it unless they were called by mobiles.co.uk. I called mobles.co.uk and they have been faffing around since then - like rabbits caught in headlights. I'm still without the phone I ordered and they have taken £75 from my bank acct and gor 02 billing me for the monthly charge. I have never known a company so disfunctional and incapable of handling anything even slightly out of the ordinary. So-called managers who would do better to stick to door-to-door selling seem to be the problem.

This company is complete fraud do not use. They do not cancel on time and then you get charged by Vodafone I believe this a deal between the companies(101862618) that's my order number if they don't believe me.

Don't use this Company if you want to retain your sanity. Bought phone on Tech Monday deal last November. completed on-line, waited weeks while they sent emails saying not completed; eventually phone arrived with 24 months EE deal I'd signed up to. Put SIM in, worked for a week, then got service temporarily unavailable message. Rang EE who couldn't talk to me cos on their records, the SIM was registered to another person. Told me to contact mobiles.co.uk direct. Nightmare. Waited 35 minutes for phone to answered, refereed to their call centre in India?, waited another 30 minutes, and phone call just dropped. Each time I tried contacting, I was left on hold for long periods of time. Can't blame their staff, who when I eventually got through were courteous, and seemed to be trying, but I got the impression they were being overwhelmed and couldn't cope because of inefficient systems Eventually went back to EE, where I have contract on old phone, so could prove identity. They could see I was in an awkward position, and really went out of way to help. Back room staff eventually found link to me and phone, but mobiles.co.uk hadn't given them enough information to act upon it. EE sent an incomplete order form requesting the details but phone still has no service.. Oh, on Christmas Eve mobiles.co.uk sent me an email saying that the contract wasn't completed, the EE deal no longer exists, and would I like to go on their website, and find another contract!!!! So, I've got a phone, without a contract and they have hung me out to dry. I'd rather go to EE for a more expensive deal than go through this Company ever again. From my experience, don't be tempted by an apparently great deal.. Life's just too short to waste on this nonsense. I just wanted to buy a phone. It shouldn't be too hard, should it?

SHAMBOLIC. After ordering phone on their Black Friday deal then told we had failed the credit check. So we contacted Vodafone who told us that we had been accepted. So got back in touch with Mobiles.co.uk who then said we had cancelled the order. After much arguing they then agreed they had made an error and that the phone would be dispatched yesterday. We rang today to double check this had happed and they are now saying we have cancelled the order again.
They have obviously messed up on their Black Friday deal and do not want to honour the deal. Still waiting for supervisor call back! Customer service should be renamed NON customer service. All in all a company that should be avoided like the plague.

This has been the most worst experience I have ever had , I sent my phone back to mobiledirect in perfect like new condition ( and I have photos off my phone) to return for a exchange as i couldn’t pick up any service in my area with that particular network, and have been accused by them, that I have scratched the phone and are trying to make me pay £200 to get out off the contract.

I’m totally disappointed with this company as it’s my word against there’s, I’m going to try snd fight this charge but I guess I will be bullied into paying the £200 or pay a two year contract for a useless phone.

So be aware ...

Fantastic service from start to finish, very helpful staff, I contacted them late afternoon and received my new phone the next morning, everything great, charged exactly what they had said, no unexpected horrible surprises, had the phone for 6 weeks now, received bills all okay, everything straightforward, many thanks

I was encouraged that mobiles.co replied to complaints on trustpilot but I think that is all they is reply. It makes it look as though something is being done to rectify the situation whereas in fact then then go silent doing nothing.
I was told that I would hear from Mobiles.co within 72 house that was a week ago and I have contacted them since.
It seems that customers who are not satisfied are ignored. Why should this happen ? Why do we need to have to involve Ofcom because companies will not play fairly with their customers. They have my money and direct debit do they think their responsibility ends there.
Up to now this has been a very bad experience with mobiles.co
Graham