Mobiles.co.uk Reviews

2.8 /5

Company Name: Mobiles.co.uk

Address: 3r House, Belton Road West Extension, Loughborough, Leicestershire, LE11 5XH

Telephone: 01509 615 474

Visit: www.mobiles.co.uk

Mobiles.co.uk Reviews and Experiences

Customer reviews Write a review

Showing 1 - 32 of 32 reviews
Jason
Jason

2 days ago

Customer satisfaction
Customer service
Delivery

"Useless, AVOID at all costs"

Horrendous experience with Mobiles.co.uk. The courier (DPD) lost my order but took full responsibility for this. Mobiles.co.uk at first refused to do a refund. Then I spoke to somebody who contacted DPD and then told me I'd receive a call back by 6pm to sort out my refund. This call-back never happened. I then spoke to somebody else who said that the first agent had not left any details of my phone call on the system and so she could not process a refund due to the DPD business line being closed. Rang back again the next day, a refund has apparently now been processed for the upfront payment. They now say I have to chase Vodafone for a termination fee for the contract because its been over 14 days even though the phone was never received and it was a new contract. Spoke to Vodafone who said this was not true and that as it's a new contract the 14 day period only starts once the phone is received. Bottom line, the customer service is horrendous and they seem to have no idea what they're doing. AVOID this company at all costs, I've spent over 3 hours on the phone trying to sort out their incompetence and I'm still not sure it's fully resolved as I've had no e-mail confirmation about any of the refunds that they've supposedly processed. Oh, any apparently they can't e-mail any confirmation of anything they've done because they're an inbound call centre which means nothing really. DO NOT buy from this company, you may get lucky and receive your phone. But if you're one of the unlucky many like myself then be warned that you'll be in for hours of call centre fun trying to get things sorted. AVOID!

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Mahesh
Mahesh

1 week ago

Customer satisfaction
Customer service
Delivery

"Worst company for getting cashback and customer support"

Worst company ever.. totally useless customer support based in South Africa.. waste of space, getting blood out of a stone, when it comes to cash back, no manger calls back.

Even when you do get to upload after 50 attempts they reject it. Replying to an email with your bill attached would be too easy... that’s not allowed!!! They don’t want you to get you cashback, so they say send in the post. Waste time, paper, postage, then they will say we never received it... What a CON.

Greg
Greg

3 weeks ago

Customer satisfaction
Customer service
Delivery

"Forget your cashback. It’s a fraud."

They designed their entire system so you wouldn't be able to claim your cashback. They would do anything to avoid paying, hoping that their customers will give up at some point and they can keep the money.

Uploading your bills: Forget it.
First of all, the website is "broken". It says "processing claim" before I could even upload it. It means 2 things:
1, They lie to you. You think they are processing your claim. (because that's what they say) but they are not
2, There is no upload button because the "Claim in progress" message takes over its original place. How convenient? I reported this months ago and of course, nothing has changed.

Sending it in in a letter.
Ok, I won't just give up, I sent in all my bills just to be sure. They refused my claim saying that I ran out of time. Which is not even true I still had 30 days. The interface still says "claim in progress" and I cannot do a thing.

Customer service:
That's a freak show. They cannot read and/or they don't bother answering questions. Just pasting the same pre-written bullshit all the time and pretending that they didn't understand a straightforward question.

I asked their help many times but they refuse to do anything.

The thing that I don't understand is how could this work for them? I already saved at least 5 of my friends going with them so they lost more money in profit with this pathetic experience then they won with ripping me off.

Avoid them at all costs

Jake
Jake

1 month ago

Customer satisfaction
Customer service
Delivery

"Phone sent on time with no SIM card"

Phone arrived in one day like promised but there was no SIm card in the box. When I messaged them they dismissed it and patronised me by asking if I had checked if it was in the box.. "No I didn't' think of that Einstein!"
My old mobile contract has now cancelled and I have no way of calling them up or EE. I've now been told they aren't allowed to send out another SIM card so god knows what I can do now.

Cheap prices, cheap service, I should have known better.

Jody
Jody

1 month ago

Customer satisfaction
Customer service
Delivery

"Con!"

Absolute con! Steer clear of this website
They tell me all the way through the process of setting up a phone contract that it will be £17 a month, they offer cashback on the phone which I thought was good. Then you get an invoice after your orders complete and suddenly it's £24 a month not £17..but they say that's because I can claim cashback for the phone, the cashback I can claim will not be paid until December, then some in may next year.. then December next year... joke.
But they ask you to sign up with complete savings to get your cashback.... its free for 30 days then complete savings start taking £15 a month from your account... how does that make sense, I am offered cashback but I have to pay £15 a month to get cashback. Absolute con !!

Mohammad
Mohammad

2 months ago

Customer satisfaction
Customer service
Delivery

"Stay away and never use!"

Very bad customer service, one would imagine their staff has not been trained to speak to customers or understand their needs.

I purchased a new line rental yesterday under the belief it will be next day delivery (as they state). I had taken the day off work to wait for my delivery only to find out it now won't be arriving for another 5 days!!

I've called up mobiles.co.uk and there was no remorse or understanding of the situation, one could potentially say staff found it entertaining that I had taken the day off work and now need to take another day of work to wait for my delivery.

I further explained my old line rental was expiring today and this will leave me without a phone for the next 5 days, thus in the meantime, I will need to get a pay and go sim card, top up and have more unnecessary costs attached as well as the inconvenience. However, Mobiles.co.uk staff don't find this to be much of an issue.

On a final note the network provider has already sent me the first bill (YES on the first day) and I am being charged for a line rental contract and phone in which I won't see for another 5 days and when I explained all this I asked to speak to the manager, I got a reply saying the managers are currently unavailable and if I like they can call me back in 2 days.

Please take my advise and do not use Mobiles.co.uk as I really wish I hadn't.

Tracy Totterdelll
Tracy Totterdelll

2 months ago

Customer satisfaction
Customer service
Delivery

"Awful"

If you order from this company and not happy with the phone sent please send it back with Royal Mail. That way you have proof that it was delivered, this company have broken me with online shopping.

Firstly they denied the phone was sent back BUT I had proof from RM that indeed it had been received and signed for from their end, after sending a screenshot of the signature of the member of staff whom had signed for the return

So many phone calls later they admitted that yes they received the phone back and the upfront cost would be reimbursed within 5 working days to my bank account and the Vodafone contract would be cancelled ...... so back on the phone to them because this didn’t happen and I was charged for the non existent contract , also had a credit alert that I had taken out a new mobile contract which effectively altered my credit rating....Fuming

This is when I took this to Martyn’s Lewis Resolver and credit to him it was sorted eventually after lots of conflicting responses from mobiles.co.uk. All I wanted was my hard earned cash back as quickly as possible.
I placed my order 20/03/2019 and was finally refunded with a cheque 09/05/2019, no apology and certainly no goodwill gesture they promised.

So the moral of this review is if you’re not happy with the phone you will be waiting forever to be reimbursed. On the positive side with this experience, I have bought my iPhone with apple store outright. 👌

Nick Salmon
Nick Salmon

3 months ago

Customer satisfaction
Customer service
Delivery

"No customer service. Just lies."

Absolutely useless lying fools. I returned my handset as they missold me a contract so I cancelled as per my rights (accepted by them) - I did this within 7 days (I have 14 days). They told me they will contact EE to cancel the contract but never submitted any forms (as confirmed by EE), now when I call and email they tell me they'll get a manager to call me and will re-submit the forms - None of this happens.

Steve
Steve

4 months ago

Customer satisfaction
Customer service
Delivery

"Appalling shambles of a company"

Purchased two orders from this company online and returned goods within the 14-day time frame and in the same condition as received as per terms and conditions. This problem has been going on since Feb 13 2019 and after over 25 phone calls to customer service and false promises still have not received the sum of £160 which was promised to be returned to me.

This company is totally incompetent at dealing with returns but apparently very good at speedy orders online to anybody out there contemplating dealing with this shocking outfit please be very cautious and Buyer beware if you need to return goods.

Will
Will

5 months ago

Customer satisfaction
Customer service
Delivery

"Terrible service"

Terrible service from Mobiles.co.uk. They failed to deliver when they said the would and then refused to change the delivery address.

They then changed the delivery address but got it wrong (didn't include my name). After that they repeatedly said they would attempt redelivery, but failed to do so each time. Now they have left my phone at a shop that I won't be able to get to for another week. All whilst I am already paying the mobile phone contract of £34 a month. Terrible.

Steven
Steven

6 months ago

Customer satisfaction
Customer service
Delivery

"Worst customer service and punctuality"

Phoned ten times and more about the free gift. 10 weeks on and no reply, no gift and nobody cares. Spoke to the senior who apparently was going to deal with the issue personally. He hasn't bothered to contact me despite promising a callback and always on a break when I'm trying to get in touch. I think these guys need fewer breaks and more time dealing with customers queries.

Annmarie
Annmarie

7 months ago

Customer satisfaction
Customer service
Delivery

"Awful service"

Ordered a purple S9 on O2 with a £30 a month contract with no upfront fee. Got an email with my order. They "delivered" (i say like that because i had to pick it up). Once I got home a opened a black S9 on EE and they had taken £170 out of my account.

Phoned customer services told it wasn't their fault as I had ordered this and to send back. Then got a bill from EE for £19, phoned mobiles.co.uk and was told they would send me the money for the bill (they didn't). 2 weeks later they have put in my account £150 (I paid £170) and still not paid me back the £19.

To add insult just got my O2 bill and it's £60 because they charge to use their customer services (was on hold for 45 minutes each time) so I'm now £100 down due to their incompetence and still no phone. When I asked to put in a complaint, they said they will put it on file but no one will tell me the outcome as they don't give feedback from a complaint. Awful service all round.

Gerard
Gerard

7 months ago

Customer satisfaction
Customer service
Delivery

"Helpful rep on telephone, best deal on IPhone XR contract by a long way"

Phone ordered Monday, arrived next day within notified time slot of 1 hour. Best deal on calls/SMS/Data by a long way.
Wrong cover was sent but called and new one sent arrived next day-didn't want original sent back.
Can't fault service-way better than Vodafone/O2 direct.

Lee
Lee

7 months ago

Customer satisfaction
Customer service
Delivery

"Good service"

This is the fifth phone I have ordered from Mobiles.co.u and each time the process is quick easy and reliable. The deals I have received are usually the cheapest ones out there and I couldn't recommend using their service enough! Good service.

Richard
Richard

8 months ago

Customer satisfaction
Customer service
Delivery

"Delivery let them down"

The buying process was excellent and quick. However, DPD let Mobiles.co.uk down by messing up delivery. Delivery was 3 days late.

Francis
Francis

9 months ago

Customer satisfaction
Customer service
Delivery

"Poor service"

I took a day off work to sign for my new phone, had to take unpaid leave and the agent told me it would be there on Monday! The phone never arrived.... Can't take another day off work as I was out of pocket by £75 taking one day off. Needless to say, my new iPhone XS Max contract was cancelled and I'll be giving my £80 a month to someone else. Terrible service!

Dani
Dani

9 months ago

Customer satisfaction
Customer service
Delivery

"Great deal on the iPhone XS"

I recently picked up the iPhone XS from mobiles.co.uk. I put down a big deposit so it’s less a month and none of the networks would offer a good deal on (the best EE could give me was a £49 deposit and £72 a month). The deal I got from mobiles.co.uk was £410 deposit and £34 a month, which is much better IMO and seemingly not offered elsewhere. Also arrived very quickly via DPD.

Danielle
Danielle

10 months ago

Customer satisfaction
Customer service
Delivery

"Very good deal"

Mobiles.co.uk offered a very good contract deal for the new Note9, and it was with a good service provider. The delivery was quick (phone arrived the next day). Phone is working well so far. Overall I am very happy with the service.

Kai T
Kai T

10 months ago

Customer satisfaction
Customer service
Delivery

"Quick delivery and great deal"

Ordered at 3 pm on a Thursday, delivered by 2.30pm the next day and up and running in a matter of minutes. I'm very happy and would recommend Mobiles.co.uk based on my experience.

Free Galaxy S8, 6-months Apple Music and best deal I could find. What's not to like?

Mr Wilcock
Mr Wilcock

11 months ago

Customer satisfaction
Customer service
Delivery

"Best Service I Have Ever Received"

Best service I have ever received, I bought my SIM Free Samsung Galaxy S8 from Mobiles.co.uk while still under contract and received my phone in no time at a very good price. After my contract expired, I ordered my new SIM card from Mobiles.co.uk, on their SIM Only deals section. Within 5 days it was delivered. The Multi SIM was very easy to fit and the “push out” functionality was simple.
I don’t have to worry about a long contract anymore, the phone belongs to me and I can buy a new one when I feel like it.

Mohammed S
Mohammed S

12 months ago

Customer satisfaction
Customer service
Delivery

"Good experience"

When I visited Mobiles.co.uk a week ago, I was not sure if they were legit or not. But after using live chat and reading some reviews I found the customer service was helpful. They explained the simple steps I had to follow to place an order for a new contract phone. I ordered and it's been flawless using it so far.

dean001
dean001

1 year ago

Customer satisfaction
Customer service
Delivery

"Good website, good deals but less than perfect delivery"

Overall I had good experience with Mobiles.co.uk, website is easy to use even for a technophobe like me, deals are great too compared to some of the others out there and the upgrade deals I was offered by an o2 salesman over the phone. Only disappointment for me was delivery which took longer than I expected. Something to do with stock levels apparently but would like to be informed of these things really. Other than that can’t fault them.

Aussie Irish
Aussie Irish

1 year ago

Customer satisfaction
Customer service
Delivery

"Terrible customer service"

I pre ordered a Pixel 2 late last year about 4 / 5 days ahead of the official launch date. Got an email response almost immediately informed me it was being processed and I’d receive the phone as soon it was available. The release date soon passed, still no phone and I had no more communication from Mobiles.co.uk. Looked up my order status in their backend and it had been cancelled? Tried calling but to no avail so I have no idea what happened here. Spoke to Kerry on live chat who seems to be online 24/7 but she was absolutely useless and I was fobbed off with the fact she was just a tech expert who clearly doesn’t know her arse from her elbow. I am not impressed at all with their service and clearly, they have disjointed lines of communication. My advice would be to order from another outlet, I ended up getting my Pizel 2 from Mobile Phones Direct and it was seamless. Lesson learned.

Carolyn
Carolyn

1 year ago

Customer satisfaction
Customer service
Delivery

"Failed Credit Check + Made to Jump Through Hoops"

Expected better from a company of this size, placed order. Thought all was ok. Didn’t get delivered. No emails or texts. So I rang up, some kind of problem with my bank details, I confirmed them over the phone. Then told me I’d have to go through a routine credit check which could take anywhere from 5 minutes to 2 minutes; again told I’d get an email. Which I didn’t. Rang up only to be told more problems with bank details, wait on another credit check. Then told I have failed the credit check. No idea why, I have a perfect credit score and have had tons of phone contracts over the years. Just poor communication and a lack of knowledge from the person the phone. Having to jump through hoops for something relatively simple. Think their phone is 10p a minute too and I was on the phone combined for well over 30 minutes. Disappointing.

Dean Beynon
Dean Beynon

1 year ago

Customer satisfaction
Customer service
Delivery

"Sloppy service and communication"

Like many other people who have written reviews here my main gripe is with delivery and their overall poor communication. I had to send numerous emails and tried to call but they were ridiculously tough to get in touch with. I realised after ordering they don’t deliver to schools so had to change my delivery address which was way harder than it should have been. Eventually did get my phone delivered but it was held up for longer than it should have been. Can your computer whizz kids not block schools being input into delivery field??

daiglet1977
daiglet1977

1 year ago

Customer satisfaction
Customer service
Delivery

"New phone, awesome deal and delivered on time"

I ordered a Samsung Galaxy Note 8, found it very easy to compare some deals and process very simple. I used TopCashBack too so I get like £40 back in a few weeks so very pleased with the deal. Checkout process was easy, got all my email notifications regarding purchase, credit check and dispatch for delivery and then got a text for a 1-hour time slot. Very professional and I’m very pleased with the service.

Johnny Moroney
Johnny Moroney

1 year ago

Customer satisfaction
Customer service
Delivery

"Very good phone and easy ordering process"

Searched for hours on google to find the right deal, ending up using Tiger Mobiles who compare deals and then purchased via mobiles.co.uk. Very easy ordering process and the deal I got was spot on, saving like tenner a month compared to my old contract and I’ve got new iPhone X so very happy overall. Definitely recommended in fact I don’t get some of the negative reviews here, they are part of Carphone Warehouse who been around for years so def not a fly by night company. Maybe I was just lucky dunno but very happy with them overall.

bigphella
bigphella

1 year ago

Customer satisfaction
Customer service
Delivery

"Pretty good company"

Quite surprised by how many negative reviews I read about Mobiles.co.uk because my experience was generally very good.

Apologies in advance for the longwinded review but it wasn’t a straightforward order.

I ordered an S5, didn’t get next day delivery as I imagined so logged into my account to have a look. It stated my credit check had been declined which was obviously a concern. Phoned up their customer service and spoke to a helpful member of staff who informed me that because I already have an existing EE contract, they sometimes run into issues with credit checks. She re ran the check and everything worked fine.

Got a text after that saying when it would be delivered and it arrived as expected.

So overall a pretty good experience. I wasn’t sure if choosing mobiles.co.uk was a good idea based on some negative reviews but it was a good deal so I took a punt and it paid off.

My only real criticism is that I should have been notified that the credit check had failed rather than logging in to find out myself. A lot of people are going to not do that.

Overall 4 stars from me. I’d use them again without hesitations.

JKay
JKay

1 year ago

Customer satisfaction
Customer service
Delivery

"Mobiles.co.uk = Bunch of cowboys"

Very poor service here as they gladly took an order from me for an iPhone 6S which was out of stock. I got an email to say they would update me in 7 days so I decided to cancel. Was on the phone for far too long no doubt racking up a hefty bill in the process.

Customer service rep was nice enough but my gripe is with mobiles, why are you taking an order on a phone that is out of stock and not informing me prior? Cowboys.

Peter Wells
Peter Wells

1 year ago

Customer satisfaction
Customer service
Delivery

"Avoid Mobiles.co.uk like the plague!"

One disaster after another with mobiles.co.uk. First of all got the phone, it didn’t work. Tried to exchange it for a different model (as after reading reviews online the phone I bought has numerous inherent faults). Was told no, not without cancelling the contract and taking out a new one.

The deal I chose also came with a free gift – TV and a soundbar. It never came, Mobiles shifted the blame onto a third party who provides free gifts on their behalf. Sounds like a scam to me.

According to their customer service clown, in order to return a phone, it must not have had the SIM card inserted in it? Ok, how are you supposed to know if the phone works? So they intend on charging me for it.

I plan on taking this up with my solicitor. All very misleading and I would not use them again ever. Period.

Colin Slattery
Colin Slattery

1 year ago

Customer satisfaction
Customer service
Delivery

"Very helpful customer service team"

I placed an order with this company through using the uSwitch compare thing and they were top class. I had a couple of questions I couldn’t find an answer to online such as number porting, I called customer service, got through very quickly and the staff person I spoke to was very helpful and really knew his stuff. The query was resolved immediately! Would recommend.

Dark Oak
Dark Oak

1 year ago

Customer satisfaction
Customer service
Delivery

"Good deals but expensive to ring them"

Mobiles.co.uk is a really cheap site compared to a lot of the others I looked at. I also really like that they have a phone number that you can call if you need a little help with what you're looking to buy. I didn't like the fact that you have to pay 13p per minute for their 0871 number though. Really hope they can upgrade to an 0800 number in the future because I can imagine that some older users will need to spend a little extra time on the phone with an advisor. It adds up quickly.