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Phones 4u Reviews

3.1 Rating 657 Reviews
44 %
of reviewers recommend Phones 4u
Company Reviews Questions Metrics
3.1
Based on 657 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Customer Service
Communication Channels
Live Chat, Email
Queries Resolved In
Under An Hour
Read Phones 4u Reviews
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Phone:

0844 871 2253

Email:

socialsupport@phones4u.co.uk

Location:

Phones 4u Ltd, Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-lyme,
Staffordshire
ST5 9QD

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Phones 4u 5 star review on 11th November 2024
Lewis Ortega
Phones 4u 5 star review on 19th January 2024
James Garvey
Phones 4u 5 star review on 30th June 2023
Allan C Thompson
Phones 4u 5 star review on 21st April 2023
Graves C Roman
Phones 4u 5 star review on 12th April 2023
Ian F Jefferson
Phones 4u 5 star review on 3rd March 2023
Brandt Moore
Phones 4u 5 star review on 3rd March 2023
Brandt Moore
6
Anonymous
Anonymous  // 01/01/2019
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Shane
Verified Buyer
“So we were told they would pay off our contract but they didn't. The bill came through with an extra £90. We went into the store and wr were told they would refund it to us. After two weeks of being fobbed off that they would get back to us in a few days we visited the store again. We were told they could not deal with it in store and had to contact their head office. We called them from the store and we were told they could not deal with it at the moment and we would have to wait a few days as they were unaware if they or orange would refund us, even though phones 4 u made the mistake. We were shown no empathy in the store or by the customer services at head office. This was almost £100. To rub salt into the wound when we went back in we found out that we missed out on getting a free smart watch too. This was disgraceful service!”
Helpful Report
Posted 10 years ago
Hi Shane, I’m so sorry that there has been an issue with your early upgrade fee. We do expect any issues to be handled as carefully as possible for you and resolved as soon as possible. I cannot see any noted regarding this on your own account. If there is any further assistance that the account holder may require then they may contact us by emailing socialsupport@phones4u.co.uk. We shall then be back in touch within 48 working hours. Thank you for posting your online review. Kind regards, Amy
Posted 10 years ago
Rachel
Verified Buyer
“Initially agreed to a contract with 500 minutes, unlimited texts and 500mb of data but when my first bill arrived it showed I was only entitled to 250 minutes. Queried this with my network first who told me no such tariff existed so should not have been sold to me. Spoke to phones4u who said this information is incorrect and they would get back to me within 24 hours. Nearly 6 months later I am still waiting for that phone call. my recent bills show this issue has been fixed but it would be nice to have received confirmation. Also less than a week after I received my phone/contract the same deal was advertised again but with a better phone.”
Helpful Report
Posted 10 years ago
Hi Rachel, Thanks for your review! I've located your account and I can see that we sent a copy of your tariff agreement across to the network to be amended. I am so sorry about this and the inconvenience that has been caused, I can see that this has now been resolved and updated with the network for you. Many Thanks, Sam.
Posted 10 years ago
Scott
Verified Buyer
“Phones 4 u service was good but the quality of their after sales customer service is poor not very helpful. Have had issues with both phones we purchased one having to be replaced completely within a month !”
Helpful Report
Posted 10 years ago
Hi Scott, I'm sorry to hear that you've experienced problems with the phones that you have purchased. We do have a great Tech Support Team that will be able to help and complete some diagnostics for you. The contact details for them are 08448 712233 or you can use our Tech Support Tool on our Support Site: http://bit.ly/QhsbJL. Thanks, Sam.
Posted 10 years ago
Kim
Verified Buyer
“I couldn't get a phone even though I tried”
Helpful Report
Posted 10 years ago
Hello Kim, Thanks you for posting your review. I’m sorry if you have had trouble gaining a phone. I can see that you did have a Samsung Galaxy S4 from us in April. I understand that you experienced a fault in April, yet this was resolved. I do hope that you are all up and running. Kind regards, Amy
Posted 10 years ago
Mojisola
Verified Buyer
“Whilst the deal I was offered came with cash back, that positive point paled in the light of the fact that my contract took a whole month to be activated by Phones 4 U on the EE network. The wait was annoying, calling customer service constantly did not help at all until I went into a Phones 4 U store and threatened to dump the entire deal.”
Helpful Report
Posted 10 years ago
Hi Mojisola, Thanks for your post! I'm so sorry for the inconvenience that has been caused by the delay in your connection. I can see from your account that you have spoken with our Customer Service Team and they have now resolved this for you. I believe there was an error withe the tariff information that the network have. Thank you for your feedback as we will make sure that this is passed on for you. Thanks, Sam.
Posted 10 years ago
Cheryl
Verified Buyer
“Still haven't received my google play vouchers which I should have received 28 days after receiving my new phone”
Helpful Report
Posted 10 years ago
Hi Cheryl, Sorry you've not received your Google Play voucher this should have been emailed to you within 28 days of receiving your phone. I can see that a member of our Customer Service Team has tried to contact you about this, but missed you. What we will do is take a look at the update that they left on your account and drop you an email within the next 24 hours about this. I'm sorry for the delay, we look forward to speaking to you. Thanks, Sam.
Posted 10 years ago
David
Verified Buyer
“After being rushed into a new contract, which I only took because I was given a 'special' offer: 1. Google Tablet 2. Cash Back 3. Double Data 4. Buyout Previous Contract 1. Upon receiving the phone I waited for the tablet - which never arrived. I called customer service and they said there was nothing on their system about the tablet but they'll send it out a.s.a.p. I eventually received the tablet. 2. After not receiving any cash-back I again had to get in contact with customer services who again said nothing was on their system about this cash-back and asked what amount I was offered. I said I couldn't remember, it was either £93 or £98 - so they gave me £92 and said that's the end of it. 3. I then noticed I was paying for two mobile phone contracts of up to £90 pcm (which as a student has been a particular struggle). When I spoke to Phones4u on live chat they explained that they would listen to the sales call and contact me within 48 hours - that was almost 5 months ago. A few days after the call I received an additional cash-back so thought that this was in settlement with my query as I had heard nothing from them. When I left my student home and returned back to my hometown I had numerous letters and emails from Phones4u demanding the money back as it was a mistake. They'd managed to send numerous emails and letters when they wanted their money back, but not call me within 48 hours to let me know the outcome of my query? Clear priorities there from Phones4u. 4. Months later, I'm on holiday so not on Wifi like I usually was and noticed how quickly my data ran out. After coming back to check, I realised I have only had half the data I should have from the beginning of the contract (6 months). I am in the process of contacting phones4u over this issue but not hopeful given their previous 'customer service'. Also, at the very beginning of the contract I contacted Phones4u regarding mis-information given in the sales call and how unhappy I was. I was told they'd contact me within 48 hours. When no call was received I called back and was given the 'Oh Sorry I tried to call you' spiel - I had no phone call at all. When I expressed how disappointed I was and my intention was to cancel the contract when they called me back I was informed that it was now a day too late. So if I was called within the 48 hours they had promised, I would be out of all this mess, up a few hundred pounds and a lot less stressed. Thanks a lot Phones4u.”
Helpful Report
Posted 10 years ago
Hello David, Thank you for posting your review. I'm so sorry about the amount of issues you have had. Whilst I am glad to see that your tablet and cash back matter was resolved, it is disappointing to see that you had to raise further concerns regarding your data allowance. I can see that the matter was escalated on 18 August for your point of sale call to be listened to. It is 72 working hours for the outcome of this. I have taken your details down so I shall be checking up on your account. Should I see that you have not been contacted within this timescale, I shall be sending you correspondence. Please accept how sorry we are for your experience. Kind regards, Amy
Posted 10 years ago
Gillian
Verified Buyer
“Plan clear but not what the extras might be. After 6 months I still don't know how long a text has to be before it costs extra!”
Helpful Report
Posted 10 years ago
Hi Gillian, Thanks for getting in touch! If you speak to Vodafone directly they will be able to take a look at this for you, and advise of any additional charges that may be incurred. Thanks, Sam.
Posted 10 years ago
Debra
Verified Buyer
“Never got a good deal was rushed into it coz I was trying to get ready for work and the guy says it would only take a couple of mins which it didn't,had to phone back up for the watch which never came with the phone,it took about 6 weeks maybe more to come in the mean time I phoned another twice to see when it was coming,people I spoke to on the phone were not very good,once my 2 years is up I will be going else where”
Helpful Report
Posted 10 years ago
Hello Debra, Thank you for your online feedback. I am sorry for the delay in the delivery of your Galaxy Gear watch. I can see that this was sent out in May. Please also accept our apologies for service you received when speaking to our staff. I do hope that you are enjoying your Samsung phone and your Gear watch. Kind regards, Amy
Posted 10 years ago
Lynne
Verified Buyer
“Fantastic! The correct phone was delivered on time and in perfect condition.”
Helpful Report
Posted 10 years ago
Paul Freeman
Unverified Reviewer
“The repair process was a joke and took 48 days to fix my phone. During the process I wasn't updated beyond the initial "We've got your phone" and the "It's ready to pick up" unless I chased them, and even then all they could tell me was it was been worked on and didn't get any indication of timescales. To make matters worse, it was mentioned that I might be able to have a temporary replacement phone but then told - in a phone shop surrounded by phones - that they didn't have any available. Terrible customer service.”
Helpful Report
Posted 10 years ago
Mandy
Verified Buyer
“Had to sort out own phone number switch over between old and new provder. Once phone purchased. No real after sales service when things not right. Just told to call provider or manufacturer. Once phone purchased, I felt you no longer valued my custom.”
Helpful Report
Posted 10 years ago
HI Mandy, Thanks for your post! I can assure you that this is not the case and we always value our customers. In regards to a keeping your old number on a new contract, you would need to contact your previous network provider to get a PAC code. This is not something that we have access to for security reasons, once you have this if you pass it on to your new network they will simply transfer your number across. I'm so sorry that you did feel this way, and if you do ever need anything in future please don't hesitate to contact us via the Live Chat on our website! Thanks, Sam.
Posted 10 years ago
Jack
Verified Buyer
“I believe that upgrades should b introduced more frequently, without contract renewal on a 6 month basis in place of the 24 month duration of the contract contracts will continue along the 24 months but six months payment should contribute to a new upgrade, because after some time the owner may become unhappy with phone performance and may wish to get a new phone, or replacement, perhaps with an extra charge of say £30 to £60 pound depending on the phone. But no more than £100 because from a 6 month payment that would b seen or perceived as excessive. remember we are in recession, not everybody has money to spare, appeal to ur public”
Helpful Report
Posted 10 years ago
Matthew
Verified Buyer
“I pre ordered my s5 an the deal was u got a free tablet . My phone was delivered on time an the tablet should have followed within 28 days . The tablet never came an had to ring up several times an never seemed to get anywhere week after week an racked up over 20 pounds on my bill with these calls. I spoke to a manager who promised to phone back an never did. I was discussed with the service an am reluctant to use phones 4 u the next time my phone contract is due.”
Helpful Report
Posted 10 years ago
Hello Matthew, I'm sorry to read about the level of service you received. This is not what we would expect at all. I shall be emailing you today regarding this matter further. Kind regards, Amy
Posted 10 years ago
Andrew
Verified Buyer
“Was told when I took out the contract in April 2014 I would recieve an samsung tab. We are now in August 2014 and no sign of the tab. :-(”
Helpful Report
Posted 10 years ago
Hello Andrew, So sorry that you have not received your tablet. I can now see that you have spoken to Victoria in our Customer Services Team this morning who has now requested for this to be sent to you. I hope that you enjoy your new tablet. Thanks you for posting your review, Kind regards, Amy
Posted 10 years ago
Andrew
Verified Buyer
“Shocking will never return to this place or any of my family after I've told them the hassel ive had gave me a price per month then when bills start coming no vat was inc never explained was told £42 a month inc unlimited calls unlimited texts and 1 gb of internet every bill has been over £48+ with vat and little bits they add to your bill for absolutely nothing at all”
Helpful Report
Posted 10 years ago
Hello Andrew, I am sorry to hear that there appears to be some confusion with your billing. I have checked your account and can see that you agreed to £32.99 a month tariff to include unlimited call, texts and 1gb of data. This shall include VAT. You might find that your bill is calculated without VAT and then this is added at the end to then total your monthly tariff charge. For example it shall be £27.49 without VAT, then the VAT is added to total £32.99. If you have any concerns regarding any charges that you feel should not be there then please contact Orange by dialing 150 (free of charge) from your Orange handset. I hope this helps, Thanks, Amy
Posted 10 years ago
Sheila
Verified Buyer
“I felt the Dundee store didn't listen well enough to my needs, and I don't think they gave me the best phone. I since learned it was an older model. It turned out to be awful. However I sourced a replacement through your online site and I spoke to a young man who was so helpful, he recommended 2 models and went through everything. As a result I love my Motorola moto g and it was the latest model.”
Helpful Report
Posted 10 years ago
Hello Sheila, I'm really sorry to hear that the service in the Dundee was not the best when purchasing a phone. Thank you for letting us know as we will make sure it is passed on. It's great to hear that when visiting our Online Store the experience was much better. The Moto G is a great choice of phone and has been very popular with us! Enjoy your new phone! Thanks, Sam :)
Posted 10 years ago
Matthew
Verified Buyer
“Although I appreciate what Phone 4 u do I've never appreciated the overly sales centered approach it certainly leaves you feeling that the sale is far more important to them than making you happy, I also dislike how often you only get a good deal if you haggle with sales assistant, call centre definitely easy to speak to than the overbearing in store staff who don't take no for an answer”
Helpful Report
Posted 10 years ago
Hi Matthew, Thanks for your feedback. We value all feedback from our customers as it does help us to improve our future service and service going forward. I'm sorry to hear that the process of taking your contract out with us was not the best, we would hope that it is a quick, simple and enjoyable process for everyone. Thank you for leaving your comments and I will make sure that it is passed on for you. Thanks, Sam.
Posted 10 years ago
Anon
Verified Buyer
“Got a good deal but had to chase the cash back. I was offered a Sky deal but when Sky got hold of me it wasn't as good as stated in store, didn't go with them in the end. Service in store good when you got someone but quite a long wait. Still all in all you get what you pay for... if you want cheap, its going to cost somewhere... would still buy from them again.”
Helpful Report
Posted 10 years ago
Hello Gregory, Thank you for leaving your feedback. It's great to hear that you got a good deal from us, and that the service in store was good too! Sometimes depending on the time of day you visit our stores it can be a bit busier, so the wait may be a little longer. I'm sorry that you had to chase your cashback payment, this should have been paid into your account automatically within a maximum of 34 working days. I can see from your account that you have spoken with us and your cashback has now been paid - I'm sorry for the delay. Thank you again for your feedback, we do appreciate this as it allows us to improve our future service. Thanks, Sam.
Posted 10 years ago
Samray
Verified Buyer
“I found my experience average! The initial customer service was good, however there were a number of issues after. I was told I did not have to set up a new direct debit as I was upgrading,which was false, and the £20 credit to the person that referred me has still not arrived. Very average to say the least!”
Helpful Report
Posted 10 years ago
Hi Samray, Thanks for posting! I'm sorry to hear that you found your experience with us average - that's certainly not what we want to hear. In regards to your Direct Debit, the information will have been passed onto the network as part of your connection/application process. If you could ask your friend to log onto our Live Chat facility : http://bit.ly/1qZorf1 (Left hand side on our Support Site), we can chase the recommend a friend payment for them. Many Thanks, Sam.
Posted 10 years ago
Phones 4u is rated 3.1 based on 657 reviews
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