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

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“They use to have such good deals, cashback that was unrivalled by any company online or high street Than since last year it has 0 deals and in fact is more pricer than most What's happened to this mobilephonesdirect, Ive been a customer for 25 years and first time I'm buying from someone else. I'm so disappointed with your prices I see that you sold your company for 40 million to AO are they trying to recoup their money from customers !!!”

Helpful Report

Posted 4 years ago

“1star Review because -10 isn’t an option What went right is more appropriate still have not resolved my issue Worst company I have ever dealt with customer care is nil no one can seem to help just pass the book advisors/managers don’t call you back when they say they will Not all advisors are capable of noting the account and no 2 advisors give you the same answer don’t no why they bother answering the phone to be fair waste of breath Strongly advise to avoid this company at all cost !!”

Helpful Report

Posted 4 years ago

“DO NOT BUY DO NOT BUY Do not buy from them ever because of worst service. once you have a problem as a third party company they will play with you as tennis ball. Network company will you send mobile phone direct and mobile phone direct will tell you to speak with network. If you have a problem with the hand set then you have to wait at least 10 days to get it back, if you are Lucky enough, otherwise they will cancel the contract without notify you.”

Helpful Report

Posted 4 years ago

“They are big scammers they took all my deatas bank details also took £1 from my account and placed the order. But the next day they cancelled my order without saying a reason. I dont know how many 1 pounds are collected and i scare iif my bank details are stored for misusing the same”

Helpful Report

Posted 4 years ago

“A danger to life and credit rating! I write as a rural shopkeeper, butcher and food producer prioritising isolated local customers including isolated doctors, nurses, paramedics and nhs support workers which requires a working phone with what3words navigation. At the height or first Covid-19 lockdown at the beginning of April my iPhone logic board burnt out whilst delivering when Apple (excellent service btw), like o2 and others, had their shops closed. I contacted MobilePhonesDirect (aka AO Retail) recommended by moneysavingexpert as they had iPhone 8 Plus’s - the last model with a home button which is easier wearing a mask and visor. I was told by the MobilePhonesDirect (aka AO Retail) agent to tick the Three network box then contact o2 to get a "PAC code" to port my number to the Three chip to use on o2 (since there is little or no Three coverage in my local delivery area in the triangle of 3 major hospitals and at home). Within a week of delivery and trying to contact both o2 and MobilePhonesDirect customer service, o2 called me and said I needed an "contract o2 chip" so I cancelled the contract with MobilePhonesDirect by email unless they send me a replacement "contract o2 chip”. Since then MobilePhonesDirect refused to supply me an o2 chip or cancel the ‘contract’ with Three unless I took out another contract with them for another phone on o2 (not an 8 Plus) and pay up the ‘contract’ with Three (which raises the question of churning). Having complained to MobilePhonesDirect, having returned the unused Three chip to Three Glasgow and the unmarked and reset iPhone 8 Plus to MobilePhonesDirect in it's original box with accessories unused, I found I could not take out a contract with o2 because Three had blacked my credit rating (so I had to by an iPhone 11 direct from Apple). After more than 3 months and countless emails and letters I have had no reply from Three whilst MobilePhonesDirect say they are a "third party” (e.g. nothing to do with them) and have not cancelled the contract with Three as they said they would. I now informed by MobilePhonesDirect "All customers who buy from any of our websites, including mobilephonesdirect.co.uk, are now customers of AO Retail Limited. This means that, going forward, AO Retail is the controller of your data.” Apart from their failure to protect my data and credit rating the obvious question is how can MobilePhonesDirect offer credit agreements and discounts on contracts with major phone networks and not have any responsibility for the personal/banking data supplied or by omission? Similarly, does this change in company name and/or financial circumstances mean that existing customers will not receive cash backs promised on MobilePhonesDirect (see other negative posts in this forum) website? I note also Three were fined £250,000 for failing to comply with Ofcom's rules on handling customer complaints.”

Helpful Report

Posted 4 years ago

“Very pleased with my phone and the deal I got with it. I was kept updated with the delivery time throughout as well. Also very easy to switch my number. Very impressed. My first cashback claim was accepted today as I made sure that the info I supplied was totally correct, thus giving them no excuse not to accept my application. If they don't pay my cashback I'll simply start an online money claim via the .gov website and get my money back that way. They won't have a leg to stand on and I'll do this for each successive claim if necessary. Fingers crossed that they don't mess me about though...”

Helpful Report

Posted 4 years ago

“Pevious reviews about this fiasco were on Trust Pilot however Mobile Phones Direct have objected and despite removing the element they criticised am unable to post anymore. The continuing saga. DAY 8 Eight days after ordering and cancelling a phone shortly after, from Mobile Phones Direct, I am still awaiting the refund of the cost price £469.99 and the reconnection of my ported phone number. The phone was never delivered and remained in the hands of the supplier and their delivery partners at all times. Despite hours waiting on the telephone and a number of negative reviews, which incidentally were the only things which resulted in any response, note, a response and not action. I am now informed that the phone was returned to Mobile Phones Direct by their subcontractor on the 13th July yet they still have failed to refund the above mentioned £469.99. Their latest communion was that it can take between 3 to 7 days for issue of a PAC code such that I can once again access my original mobile telephone number and be released from a contract with O2 which I have never used , however "THEY WILL SEE" if they can improve on this. They may well be suffering cash flow problems as a result of the Coved virus but I see no reason why a 71 year old pensioner should be forced to subsidise them and lose his means of communication.”

Helpful Report

Posted 4 years ago

“ITEM IN BAD CONDITION - trying to get a replacement seems unlikely. New phone and packaging arrived in awful condition. Trying to get a replacement handset sent out has proven to be impossible so far. On hold, no straight answers, no apology and after 4+ hours on the phone with them trying to resolve the issue the only answer I have is and investigation needs to begin internally and with DPD their choice of courier and only once it is concluded will I be able to get a replacement handset if they decide it is warranted. This is genuinely the worst response I've had from a company on receipt of a faulty/damage item.”

Mobile Phones Direct 1 star review on 25th June 2020

Helpful Report

Posted 4 years ago

“Anything not to pay cash back. Even though after repeated efforts to place an online claim which would not be processed, even after calling the help line and waiting hours, even after sending a message to the email helpline (given over the phone) proving claim is due, they let it go past the date and now say 1. Claim not made in time, we WONT pay, 2. We didn't get your email then said email sent to incorrect address although that was what was given over the phone. They then sorted it and paid it. Now it's the next claim and they say they have already paid it!!! DO NOT TRUST THIS COMPANY. DO NOT TAKE ANY FORM OF CASH BACK AGREEMENT.”

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Posted 4 years ago

“Never take a contract from here!!! It’s a rip off. They say u can claim cash back, but they charge soo much every month. And you don’t recieve full cash back!!! I’m in a 24 month contract!!! Don’t know what I’m going to do!!!!”

Helpful Report

Posted 4 years ago

“Having problems with this cash back nonsense. Will never use this company again. They make it so difficult to claim and they act like a bunch of fraudsters. Avoid like the virus.”

Helpful Report

Posted 4 years ago

“Do your research! So far I've received the phone, sold the phone, pay £20 a month and awaiting my first cashback. They make money from people too inept to apply for cashback and it does say after cashback on the website. Simply submit a form and your bill to claim your cashback online. Go to mobilephonesdirect.co.uk/cashback I will update this once I've received my cashback - obviously it could still go wrong...AW”

Helpful Report

Posted 4 years ago

“Terrible experience regarding cashback. Took phone out in November - I was initially shocked and disappointed as the amount I thought I was going to pay , turned out was double, and the amount you pay is after cashback which you have to claim. The first cashback claim is 6 months after purchase (so I was expecting to get 6 months worth of money (50% of what I had paid). I had another shock the amount was to be divided into 5 equal installments and btw didn't equate at all to 50%. So felt completely ripped off already. Let it go because I thought maybe I had mistaken it all. I claimed cashback 26th April and received an email saying congratulations cashback will be received within 14 working days. I emailed about 12 days in and was assured there were not delays and money would be paid on time. We are now 20 working days later still waiting for it, had numerous emails advising please don't worry there was a delay but it is being processed keep a look out for it, but cannot give a timeframe. "It is easy just refund my card" "it should take less than a minute" . Apparently delays are due to the covid situation (despite their website proudly displaying a banner announcing that despite the covid issues they are working as normal) bunch of liars and totally regret getting this phone now. Sick of getting the runaround.”

Helpful Report

Posted 4 years ago

“I ordered 2 phones with Mobilephonesdirect one of them i didn't have any issues but unfortunately S20 5G device came with a scratch on the rear camera i reported it straight away with an email also attached the photos and clarified that I needed to exchange this phone and need to keep it until they send me a new one as my wife doesnt have any back up phone and working from home actively. Customer service stated that they would need the phone back before sending another phone, so we asked the lady if they could send us a phone replacement until I got the new phone one so I could send it back. The lady said she was unable to provide me a courtesy phone, which then we asked instead of sending it back and leaving my wife without a phone would they be able to compensate the damage, the lady said she would have to get back to us, but unfortunately after 15 days of waiting sending emails and ringing about this we finally got in touch with a gentleman today which said they wasn't in a position to offer compensation for the damage, and that it possibly happened during transport and it wasn't their problem. I stated that this scratch isn't able to be damaged within a box that it came in, so it must of happened at the manufacturing place. So my wife is left with a damage phone that no one is willing to help.”

Helpful Report

Posted 4 years ago

“Phone was set up on the wrong tariff, they string you along, promising to fix it, for 14 days until the cooling off period expires and then completely ignore you so now I’m trapped in a contract I don’t want.”

Helpful Report

Posted 4 years ago

“phone don't even come this website is a scam don't use this website people”

Helpful Report

Posted 4 years ago

“If i could give zero stars i would. I ordered the Huawei P40 on their website on pre order. There was a deal supposed to come with the pre order and did i get it, nope. Then to be called a liar by 3 different people on the phone before finally being told oh no you were right but still not going to get the deal i payed for. Will never use this company again and my father is suggesting i take them to small claims court over this”

Helpful Report

Posted 4 years ago

“On 23rd of March I placed an order and immediately cancelled it after realising handset was a bit bigger in size. But the customer service person said it had been already dispatched, so therefore you will have to return the handset and then will do cancelletion. Next day I expected the delivery but never turned up. Cheked tracking in DPD it is on way back to Mobilephones Direct. Later on I realised my simcard is dead as the network (O2) already executed the number transfer, since then Im without phone until now. Next day I placed second order but they blocked it with excuse of other order has not been closed/cancelled. I made number of fruitless phone calls. On 30th of March I received email from them that they received the handset back and on process of cancellation. I called them on 3rd of April and was told that it may take another 2/3 days. Yesterday I realised O2 charged me £40 (first bill). And today rang Mobilephones Direct but hung up on me twice. On third attempt I asked her not to cut me off and update about my cancellation. She said still waiting reply from o2 but she has no record of email sent to o2. When I call o2, o2 says they have not received any emails. I do not know why I deserve this? I have been without phone for over two weeks. All I need from them is Pac code so that i can keep my age old number. And it may take one email to O2 to get that, and it seems they are not interested...... Lifetime experience.........let's see how it ends”

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Posted 4 years ago

“Had order cancelled despite having perfect credit and 2 phones already with O2. I'll consider it getting off lightly, who'd want to do business with these people?”

Helpful Report

Posted 4 years ago

“What a joke. They removed my daughters account when we tried to claim the money back on your contract. Give them a bad review on trustpilot due to this. They apologise ask questions. Give them the answers and still ignore.”

Helpful Report

Posted 4 years ago

Mobile Phones Direct is rated 2.0 based on 197 reviews