Mobile Phones Direct Reviews

Name: Mobile Phones Direct
Rating: 2.02

2.0 Rating 197 Reviews

25 %

of reviewers recommend Mobile Phones Direct

Company Reviews

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Metrics

2.0

Based on 197 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 65%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	2 out of 5
Returns & Refunds
Refunds Process	Difficult

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Mobile Phones Direct 5 star review on 12th November 2024

"Very bad experience with Mobile phones direct . \r\nI have placed an order on 7th March and upfront cost 299\u00a3. Item has been delivered to me on 9th March. As my existing contract going to end in June I can\u2019t transfer my mobile number. If I want to keep the number I have to pay the termination fee. Hence I decided to cancel the order\/contract with in 15 days cooling off period. I called mobile phones direct on the same day 9th for cancellation. They advised me to return the phone with in 3 days . I posted the device on the same day 9th through Royal Mail Special next day delivery which I have paid 9\u00a3. The item has been delivered to mobile phone direct on 10th March 9:30 AM and signed by them. Contacted Customer service and they asked me to provide royal tracking id and proof . Provided trackingid and proof to them . Then they said I need to wait 5-7 working to process the cancellation. Keep on chasing them . Every time same wait till 7 working days . Today again I called customer service . I have been informed that some backlog items hence the delay. No notifications or communication about the delay . Still I am waiting for the cancellation process and then another 5 working days for the refund . Though I am not using the SIM card still I have paid to network providers as mobiles phones direct didn\u2019t inform them. Once cancellation processing is done then only they do inform the network provider . I need to wait another month to get the refund from the network provider. You get cheaper deals with mobile phones direct but the service is not good as expected. Very bad process. Very bad experience with them.I have seen other reviews with similar experience. Please don\u2019t waste your money. They are breaking rules, customers act law. even after sending the proof of item delivery still playing games and making excuses. Read In reviews that gave same reason for them too. Seeking options to complain on Mobilephonedirect with all the proof and emails if it won\u2019t resolve."

Mobile Phones Direct 1 star review on 22nd March 2023

Anonymous

Mobile Phones Direct 5 star review on 9th January 2023

Allan C Taylor

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disappointed with the experience I have had with this company. I had an order cancelled citing 'internal security check failure.' I confirmed that the network accepted the credit check and the contract, only MPD refusing the order. It struck me as odd considering that many others had this issue on the same deal, with no known reason to fail. Customer service was helpful through Facebook. The manager I eventually spoke to was helpful but seemed to push me off the phone. That being said, this refusal doesn't sit right with me, especially as the credit check was carried out and accepted. To those reading this who can't understand why I struggle to accept the outcome of an internal security check, I found this deal on a deals website, where many others have had this issue without any explanation given. I know exactly what their response will be to this review, that they "can't give out this information" and that their internal checks were valid. MPD, please know that these disproportionate security check failures have resulted in credit checks being carried out for no purpose. It can have real impacts on ordinary people's applications for credit. I won't be ordering with them again.”

Helpful Report

Posted 3 years ago

“I have about as good a credit rating as you can get. Tried to get a new phone through them. Passed the network carrier check and then for some reason known only to them that they refuse to tell, cancelled the orders I had placed for both mine and my partners phones. Customer service can't help and simply said that I won't ever be able to order a phone through them so no point trying again!”

Helpful Report

Posted 3 years ago

“They are cheating customers regarding cash back, I upload my bill to get cash back but they didn’t give me money and when I contact them they are saying they haven’t received the bill, I sent again the screenshot but they declined and not ready to give ombudsman address as well”

Helpful Report

Posted 3 years ago

“Very poor customer service. I got promises from their team on a number of occasion to call me back and this never happened. I had to constantly call them myself to hear back. Systems are very poor as well and manual. As confirmed by their own customer service team "they have issues with missing emails". I would AVOID using this company.”

Helpful Report

Posted 3 years ago

“Do not give this scam company your money To cut a long story short, this company has stolen money from me for the cost of a returned phone which they are refusing to refund. I've never dealt with such a shady, underhand business such as this and would strongly advise prospective customers to quickly take your money elsewhere. Their customer service line will cut you off if you have any problems, they barely respond to their customer service email address and they have no formal complaints procedure or management (so I've been told by their customer service agents). My matter with them is now with Citizens Advice and Trading Standards and will likely end up in my taking them to the small claims court. Save yourself this trouble and walk away now.”

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Posted 3 years ago

“Avoid - phone arrived damaged! They will take your money and thats all they care about! Received my samsung s20fe 2 weeks ago and woke up one morning to discover the lcd screen had completely broken whilst charging overnight. The colours were flickering as if the phone had been jumped on. The phone has not been dropped and has no outer damage. The phone has been treated this phone like a baby since I had it with the added protection of a 360 case. The phone itself has no bumps scratches or cracks on the outside of the phone but when holding it up to the lights there is a small internal crack beside the camera. Since receiving my phone I have noticed it has got very hot whilst charging and making calls. I immediately reported the screen fault to samsung and was told to return the phone to the retailer and they should exchange as I was within 30 days. Mobile phones direct have inspected the phone (so they say) and have said the fault is the customers (mine). I'm absolutely devastated by this as I have not caused this damage and I'm certainly not a liar. Either its been caused by heat or there was a crack upon delivery of the phone. How can a phone work perfectly before you sleep and be broken in the morning without even a crack on the outside. Absolutely appalling service from mobile phones direct. I am left with a broken phone and they couldn't give a damn. I will be raising this complaint with consumer rights under sale of goods act. Avoid avoid avoid”

Mobile Phones Direct 1 star review on 4th January 2021

Helpful Report

Posted 3 years ago

“Do not buy from this company, they do not advertise their products clearly. I bought a huawei p30 lite new edition phone from mobile phones direct to only find it did not support WiFi calling. They fobbed me off with excuses and would not take the phone back for a refund. They told me to wait for an update which would enable WiFi calling which was a lie. I’ve had the most stressful time dealing with this company and they brought me to tears several times and still now 7 months later I’m still trying to sort this issue and have got no where. I don’t even use the phone instead I’m using a hand me down phone because I live in an area where I have little or no signal therefore relying on WiFi calling which this phone does not have and I was not aware of this being a missing feature when I researched and bought it. They misled me selling me a useless phone which they will not find a solution in sorting my consumer rights, instead they constantly blame 02, I feel like a ball in a tennis match being batted back and forth to each company as both will not accept responsibility. I will never ever shop here again. Their customer service is awful. I’ve been hung up on I presume because they don’t have a clue what to do about the situation, I’ve been lied to about waiting for an update and told more lies about having a strengthening sim that will sort all my worries. They said they had called 02 on my behalf and that I was to call them and they were expecting my call so when I phoned 02 surprise surprise they had no idea and said such thing does not exist and will make no difference. No matter how hard and frustrating it was calling them 100s of times explaining my story to 100s of different advisors believing they could help and they still haven’t and I’ve lost all trust and faith and I really do not want some other poor innocent soul going through what I have it’s mentally draining and demeaning and has caused arguments between myself and my partner because I’d be brought to tears, feeling down and depressed. Everyday I just wish for a phone that works. I, nor anyone else should be left feeling this this. Even writing this review is giving me anxiety and making me feel sad. So fed up.”

Helpful Report

Posted 3 years ago

“This is the most unprofessional company I have ever bought from! It has taken me three attempts to even log a complaint. One advisor promised I would get a call back from their supervisor and to delay issuing a complaint they failed to deliver I called back in and I was placed on hold and the advisor hung up on the second attempt. They identified the issue in August where their finance department entered the incorrect sort code details so the cashback I had applied for went to someone else (lucky them) since then I have provided 6 months worth of bank statements as evidence I have not received the cashback and each time they have advised they will look in to it. I have never received a call back and I am ready to accept the loss of £124. I will never use or recommend this company again I accept mistakes happen but the customer service department are appalling all their calls are recorded so I am not sure how they are passing these calls as acceptable customer service! Rubbish company!”

Helpful Report

Posted 3 years ago

“Scammers ... 2 years ago I took a 24mnts contract to the new samsung s8 from mobilephonesdirect and there was a broken memory card slot, 2 months ago I took a new huawei p30 pro and what ?? AND AGAIN BROKEN SD SLOT / DOUBLE SIM CARD This company is one big fake, they sell like a new phone and send to people with some faults”

Helpful Report

Posted 3 years ago

“I bought a phone and contract through MPD. I changed my mind a few days later and returned the phone as requested. I waited and waited as they requested and now I have been cut off from the service provider but have NO SERVICE AT ALL FOR Days while I wait for my PAC code and refund from MPD. Numerous promised call backs from managers that don't materialise, and I suspect I have lost my number now. Unacceptable and unprofessional. Quick to take your money, impossibly slow to return it and assist.”

Helpful Report

Posted 3 years ago

“Efficient enough to take your money but when it came to returning a handset for a refund, they are slow and unhelpful. 8 days in and I am still waiting.”

Helpful Report

Posted 3 years ago

“Ordered a brand new Samsung S20+ from mobile phones direct after two or three days the phone would crash and switch itself off during some phone calls, this got progressively worse until the phone would crash and switch itself off frequently all the time. This got better after a factory reset however the issue would return. I was told I would have to pay for postage for it to be assessed and then be refunded for postage once a fault was found, after trying to explain I couldnt afford to do this an advisor asked if I could borrow money from a family member. The phone was eventually collected and I receieved an email from Kerri Hammond stating it would be collected between 9am and 5pm, no date. Ive since been told this is because the company dont get given a date by the collection company and is usually tomorrow however surely this would be better explained in the initial correspondence rather than me waiting on the phone once again asking what date the phone would be collected. The phone was returned with all accessories and in the condition it was received originally which I took photographic evidence of. The next correspondence I had from Kerri Hammond was stating that the warehouse could not find any fault and asking for more details which I sent. Next I was told the warehouse technicians could still not find the fault after intense testing. I have since discovered their version of intensive testing was the phone being on youtube for two hours, I have no idea why as i explained the problem started during phone calls. The intensive test they told me they did on phone calls were ten minute phone calls. I tried to explain repeatedly this was not enough time as I could still make phone calls and the phone would still work at different times and the crashing and turning off issue was infrequent but started with calls longer than ten minutes. Numerous emails as I was told twice by advisors that Kerri Hammond who was in charge of resolving the issue doesnt take phone calls later and I've been told basically they cant find a fault and have the handset back or cancel the contract. I dont want to cancel as I dont trust the company to refund the money for line rental and I know the phone will break again once it is returned and when I have the video evidence they might actually acknowledge they were wrong and send me a working handset. I told the advisors I was struggling to communicate via email as they had my phone and this information wasn't passed to Kerri Hammond apparantly, not my fault and still no attempt to contact me via telephone to resolve this issue. One email I received from Kerri Hammond had spelling mistakes so poor I had to decipher what was being written. This further proves the lack of professionalism that runs rampant within the company. My point to the advisors towards the end of my telephone calls was why would I make this up? At no point have I requested an upgrade or compensation, i havent asked to change the model of the phone. All I want is the same model of phone but one that actually works. I have four eye witnesses who saw the phone repeatedly crash and break. The amount of stress this has caused me is unbelievable and I certainly wouldnt of put myself through all this if the phone was in working order. Do not use this company, do your research and avoid at all costs. I will be copying and pasting some of the responses I had from Kerri Hammond as proof of what I have stated in this review. I can not stress enough regardless of how good the deal looks or how cheap, do not use this company and save yourself a massive amount of issues and stress. Good Afternoon. I would like to confirm that a collection has been booked in for your handset. The collection will be between 9.00-am and 5.00-pm. If you need any further assistance, please feel free to contact me. Kind Regards Kerri Kerri Hammond Executive Office Good Afternoon Alex, I hope you are well. We can exchange a faulty handset within 30 days, you handset was ordered on the 20th of November, so you are still in time if the fault it still there. I would suggest getting some video evidence so that we can pass that to the warehouse as prove that the handset is faulty. When a handset collection is booked in, I am not given the date only the time, but this would normally always be the next day, I am sorry if one of our agents advised you to borrow money to return the handset. I was not made aware that you had an issue with receiving emails, so again I apologise regarding this. If is difficult for me to be able to take calls as I work in the exec office so it is not also possible for me to be around when a customer calls in, also we feel it is important that out customer service agents are able to resolved and issues which a customer may have. If I can be of any further assistance, please feel free to contact me. Kind Regards Kerri Hammond”

Helpful Report

Posted 3 years ago

“Three days after placing my 'next day delivery' order, mobile phones direct (MPD) have taken £470 and not even processed my order. They don't reply to messages or contact me when promised. I ordered my phone for next day deliver on Tuesday morning 26-11-20. Shortly after placing my order I received an email requesting more information in the form of a bill from Vodafone showing my name and address. This was sent a few minutes later. A second email was then received stating that the details they held and that on my bill didn't match and to confirm my details with Vodafone. After I pointed out that the details Vodafone hold are the details on my bill they said Vodafone details need to match the details they have. That was rather an odd request as they could just change their details to match Vodafone if I had managed to spell something wrong, but despite a few more emails they insisted Vodafones details need to match theirs and not the other way around. To make this a bit more challenging for me they also wouldn't tell me what was different and I only had access to the order details which did not show details other than my name. One day later after trying to place a new order without 'spelling mistakes' I eventually discovered that MPD's address was lacking one of my address, the town name, which was present when selecting my address from a list when placing the order, but was missing after the address is selected. Their system removed the town name. I emailed MPD again and pointed out the issue was at their end and if they rectify it, everything will be ok. Over two days later they have not responded. The following day I made another phone call to MPD as my order was still not progressing and was promised that a team manager will email me by the end of the day. One and a half days later, they have not responded. I eventually gave in and called Vodafone to change my address to the 'wrong' address so it matched MPD's. Phoned MDP yet again, told them everything is now sorted and they can do their checks again and send out my phone. And a message was sent to the fulfillment centre. At the end on the day I called again to see if my phone was being sent out and after a few minutes on hold I was told the address was wrong (the fulfillment centre had read their messages from earlier). I am currently expecting someone to contact me with an update. I'm not expecting to hear from anyone any time soon. Or recieve my phone. Or get my money back!!”

Helpful Report

Posted 4 years ago

“I came to Mobile Phones Direct after finding a favourable deal with them via a comparison website, having just cancelled a pre-order for an iPhone 12 Pro with Affordable Mobiles after being given constantly delayed estimated delivery dates up to the point of expecting me to wait 11 weeks+ after placing my order, despite originally being advised I'd receive it just 5 days after ordering! Mobile Phones Direct demonstrated exactly how it should be done - I made a phone call on Saturday morning, and received the handset (identical to the one that Affordable Mobiles claimed was in short supply globally) the following morning. Thank you very much!”

Helpful Report

Posted 4 years ago

“They took money out of my account twice! Despite having spoken to their customer services and emailed them many times I only get false promises instead of a refund. Don’t use them. Any perceived saving is lost by the hassle of trying to get money back that they took, that isn’t theirs!”

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Posted 4 years ago

“Before was good”

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Posted 4 years ago

“Wish I had read the terrible reviews before ordering!! DO NOT order from this company!! Never recieved a working handset poor customer services!! Head over to mobiles.co.uk.”

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Posted 4 years ago

“After using Mobile phones direct for many years and claiming cashback from them successfully, they are now not sending confirmation emails after you claim the cashback. Email responses do not answer questions, do not make sense and that's if you're lucky enough to get a reply. For past 6 months customer service has been terrible and they have turned down 3 of my husbands cashback claims and 2 of mine. I will never use again or recommend.”

Helpful Report

Posted 4 years ago

“Avoid this company,they do not honour the cashback,they refuse to put the money in your account,scam company”

Helpful Report

Posted 4 years ago

“Appalling customer service, staff not returning calls and not bothered about it. Do yourself a favour and buy from another online supplier, there are loads of much better out there.”

Helpful Report

Posted 4 years ago

Mobile Phones Direct is rated 2.0 based on 197 reviews