Mobile Phones Direct Reviews

Name: Mobile Phones Direct
Rating: 2.02

2.0 Rating 197 Reviews

25 %

of reviewers recommend Mobile Phones Direct

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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

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“Great when there’s no issues, but awful when there is ! . Go elsewhere”

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Posted 3 years ago

“This is an absolute joke. To receive your cashback, YOU have to be the one to claim it back, no reminders, nothing, and if you happen to forget to claim for 1 reason or another, TOUGH!!! Your loss. I have lost 2 payments only to be told" Sorry but if you miss your window too bad, there is nothing we can do about it." To say I'm angry is a MASSIVE UNDERSTATEMENT. They couldn't care less. They don't even deserve the 1 star, but you have to give the star to be able to write your review. To say they are sorry to hear that you've had a bad experience is also a joke. What are they doing about it, people are still falling into this trap. NEVER AGAIN!!!”

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Posted 3 years ago

“Terrible customer service and after sales, phone developed a fault after couple of weeks we had to send it back at our own cost and have been waiting for it to be assessed for more than two weeks. Won't recommend at all.”

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Posted 3 years ago

“They do not notify you of when your cash back is available, i missed 3 dates so I lost 230! I have now cancelled my direct debit, they still win, plus they get future cash backs owed to me. There is really no point in taking a contract with them, cash back is a huge hassle, you need to contact three for the statement which is not easy, then you need to fill out forms with mobile direct etc. Dont waste your time, cash back is a scam to get you to sign up.”

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Posted 3 years ago

“Cashback is a scam! I am leaving this 1 star review purely because of the Cashback scam that Mobile Phones Direct are running. You are told you will receive x amount of cashback and that you will receive it in instalments on certain months of your contract. What you are NOT told, unless you dive into the small print, is that you have to manually go in and fill out a form, involving you uploading that months mobile bill, for those specific months. If you do not do this, you lose out. I missed out on my first two instalments as I was simply unaware that I had to claim them manually. It is also a long process to claim them, as you have to log in to your mobile provider, find the matching bill, download it and then upload it to Mobile Phones direct. IT all feels like a very well thought out money making scheme on their part, nothing more than scam. They are relying on people to not read the small print and miss their instalment claims. Dirty, sneaky, money grabbing, scamming company.”

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Posted 3 years ago

“BUYING FROM THIS COMPANY MAY SERIOUSLY DAMAGE YOUR WEALTH AND HEALTH I returned a phone (that had a number ported in) within 14 day cooling off period in April and complied fully with the returns process. The return was accepted by MPD (Mobile Phones Direct) , a RAN (Returns Auth Number) issued and fully completed with MPD acknowledging receipt of the returned device. So far so good. This is where the nightmare begun. The completion of the returns process should result in the retailer MPD contacting the mobile service provider via an internal support process to indicate the phone has been returned whereby a PAC code is issued so that you can port out to to another network thereby completing the return. However, MPD told me to contact the mobile network directly which resulted in an £957 ETF (Early Termination Fee) bill attached to the PAC Code. I queried this with the airtime provider saying the phone had been returned. The airtime provider said ignore the ETF as I had informed the airtime provider the handset had been returned under the retailers RETURNS process. However, the airtime provider subsequently billed me for an £957 ETF in June as MPD had not contacted them to confirm the return!! MPD then refused (by inaction) to contact the Airtime provider to advise the handset had been returned even though my instructions were very clear. MPD took zero action after after each of my many phone calls & emails even though each representative (I spoke to the same person more than once) said the issue would be resolved. Emails were either ignored or answered with non specific questions like "how can we help you" even though my complaint was quite clear. Eventually, the network provider passed my account to a debt collection agency to settle the ETF as MPD offered no proof to the Network Provider that the handset had ever been returned. MPD effectively ignored my multiple phone calls, emails and a formal complaint (email read but unresponded) over a period spanning months. They refused to engage with the "Airtime" provider (by inaction) and ignored my requests to escalate the issue via their management chain. I am still trying to persuade the "Airtime" provider (as at 10th Oct 2020 - 6 months later!!) that the phone has been returned as MPD have violated procedures agreed with the Network Provider. I understand the airtime provider are now launching an investigation regarding the matter as It appears that the mobile phone concerned is still active even though it should have been returned to the Network Provider! I advise that MPD be AVOIDED at all costs if you want to avoid serious issues trying to extract yourself from a airtime contract in the event of having to return a device using MPD's 14 day "RETURN POLICY" which actually translates to..... "RETURN THE HANDSET BUT DONT EXPECT US TO SUBSEQUENTLY DO ANYTHING TO GET THE CONTRACT CANCELLED WITH THE AIRTIME PROVIDER LANDING YOU WITH A HUGE EARLY TERMINATION FEE" !! Having read previous reviews on here for MPD along similar lines it would appear to be a deliberate policy. BE VERY CAREFUL WITH THIS RETAILER IF YOU FIND YOURSELF IN A RETURNS SITUATION !!! Update 24/10/20 - I contacted MPD on 20/10 as instructed in their reply. The email shows as read but they have as yet failed to reply which is pretty much as expected. My original review assessment remains accurate!.. Update 16/12/20 --- Review Stands. Company have stonewalled me. 0/10 for effort. Update 12/01/21 - Well I managed to get £100 compensation from the "Three" network. Nothing ever heard from MPD. Recommendation stands: Avoid MobilePhonesDirect....!!”

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

“Joke company. Being billed £26 a month and didn’t even receive the phone. Still waiting for a manager to contact me back”

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

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Posted 3 years ago

“Terrible company and complete scam artists. Bought a phone with £240 cash back. Set up the cash back in the first month expecting this to continue. But it doesn’t only if you submit a claim every 6 months. Of course they don’t warn or try and help you with this came at the end of the contract to be told sorry nothing we can do . Save your self the trouble use anyone else”

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Posted 3 years ago

“Ordered online received a large box on delivery containing 20 phones but not the one I ordered.Contacted them immediately they arranged collection a few days later I took photographs of items to secure it.Saved them over£5000 and yet all I got as a thank you was £26.”

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Posted 3 years ago

“Along the lines of all the other poor reviews avoid don't trust they'll make you regret it. It's like they find solace in treating customers poorly, I'm going to speak with ombudsmen so hop e fully can bring them to justice they quite obviously deserve”

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Posted 3 years ago

“Extremely poor customer service. Avoid. Because of their error I'm getting billed twice for a mobile phone contract. My complains has been ignored for 20 days now. Call centre staff are extremely useless, incompetent and do not will resolve the problem. My complaint has been passed to a manager Adrian Blackwood who has been equally useless and is very arrogant when talking to me on the phone. Number of times I was promised a call back, but it never happened.”

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Posted 3 years ago

“**AVOID** Absolutely awful experience with this company. Ordered the samsung s21+ 5 weeks ago and its been an absolute nightmare ever since. The phone had to be sent back for inspection as there was a fault and it kept restarting for no reason, when they recieved the phone they could not find no fault. I thought maybe cos the phone has been reset it had removed the fault, so i agreed to have the phone back within 5 minutes of having the phone back it had restarted again and done this 6 times before I decided to put it back in the box. At first they told me my 14day warranty was up (yet they had the device for majority of the time) and I had to go to samsung to get this problem sorted. I requested for them to sort this problem out, they agreed to have the phone back in for inspection, and apparently there was still no fault to be found. I guess I'm just a liar and love to waist my time with companies like these. So it has cost me in delivering the phone back to them twice, almost £20, a phone case and 2 screen protectors....and finally they cancelled the contract without even informing me which has now left me with no phone, no network provider and a very unhappy customer!! AVOID AT ALL COSTS!!”

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Posted 3 years ago

“Trustpilot reviews Categories Blog My Reviews My Settings Help LOG OUT Alternate Text Maciej GB For companies Review of Mobile Phones Direct Ltd Maciej 1 review 1 star: Bad Updated 18 minutes ago Truly horrible company Horrible company. I bought a phone from them but they have opened my account in wrong name. They used my wife's name. The wife also made an order which was cancelled due to failing security apparently. I have been calling them every day for 4 days and they are not interested in sorting the mess they created. Each time they promise to call back but they never do. I made an official complaint and requested call from a manager which was also ignored. When you trying to resolve the issue on the phone I was put on hold for up to 30 minutes multiple times and then cut off.”

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Posted 3 years ago

Mobile Phones Direct is rated 2.0 based on 197 reviews