AVOID ! First time I've ever written a bad review for anything but felt so disappointed with the Service received from start to end so ..: Ordered a new phone from Mobile Phones Direct on Thursday 20 October 2022 which involved submitting a PAC Code as part of the application (to retain my old number). Their website stated the phone would be delivered the next day as long as the order was submitted before 8 pm (which it was) - we are now on Monday 24 October and still no sign of a phone and no progress made when viewing the current status on my account (stated as 'pending'). As i had sent a PAC Code then Mobile Phones Direct had immediatley moved my current number as soon as the application went through (last Thursday) to the new network provider - but no phone delivered , so i have been without any network for the past 4 days and counting. I telephoned their Customer Services this morning and the automated voice at the start of the call stated 30 min wait but i ended up waiting 50 mins to get through to an Advisor whos opening question was 'how was my day' ( which in usual circumstances would be a good opener but not when your customers have been waiting nearly 1 hour to get though to an Advisor). Why arent the Customer Advisors aware of the long waiting times or if they are - i would recommend maybe opening with something like ' sorry for your wait' as nowhere during the call did the Advisor say this even though i explained id waited 50 mins to get through. After finally speaking with an advisor - id established they do not have access to view any documents which i had submitted as part of my application (for proof of ID and proof of address) so Customers are speaking to Advisors who do not have the tools / access to be able to respond to queries fully. They only have access to 'notes' added by a different Dept. In the end we had established they had left the status set as 'pending' awaiting information from myself which i had already sent to them previously - so error on their part and no follow up communications which i would have expected as a chaser from them. During the call i was told it would take another 24 hours to update my status at which point i said i was cancelling the order as i wasnt happy with the service. At no point did the Advisor try to persude me from cancelling my order or applogise for the poor service . Unfortunatley not a good service from start to end and a waste of the past 4 days without no phone - i have had to start again and order from a different provider.