I ordered my iPhone 5s on a Vodafone contract on 18th November, and got the phone about 3 weeks later on 9th December. The SIM card needed to be activated (it takes about 24 hours to do this), so despite receiving the handset on 9th Dec, it wasn't until 10th Dec when I could actually use the phone.
If you are in a hurry to get a new phone, this company is NOT for you - you will be severely disappointed. If you don't mind waiting a while, however, and are in no particular rush (such as was the case with me), then this company are definitely worth considering as they offer some of the best deals on the market.
I would have given them 4 stars as everything is good apart from their very slow turnaround time, but the biggest gripe I have is that you have to wait 30/40 minutes just to speak to someone on their helpline, which for me is an unacceptable level of customer of service.
Apart from that, they kept me updated throughout, sent me emails about the progress of my order, and even sent a tracking code so I could check the progress of delivery after dispatch.
In summary - great value for money, but what you gain with the bargain deal you substantially lose in certain aspects of their service.
So, on the 24th of November I ordered an iPhone 5s Silver 16gb on T-Mobile, 500mins, Ultd Texts, Ultd Data with £129.99 upfront. And after a day or so I recieved a confirmation email which said delivery in 12 days. The Thursday just gone the status changed from being out of stock to network credit check decision. This was the case for two days. After that it changed to stock allocation for a further day. I was looking forward to my new phone at this point. The day after that I checked my emails to see if I got a delivery date. No, so I check the status of my order and it has changed back to out of stock. Just have to wait and see what happens this week? Its already gone past 12 days?
Ordered iPhone 5s on the 23rd nov on pre order for delivery on the 6th Dec. Web site status did not change from preorder till the 4th then said out of stock. I then attempted to ring them on 0845 gave up rang the normal number spoke to a friendly chap explained I could not get through. He took my details and said someone would call back. After reading some of these reviews I did not hold much hope. Later that afternoon I received an email stating my order was being processed. In short not very good communication but my phone turned up on the 7th so I'm happy all but one day did exactly as they said they would.
I made an order on the 19th November for iPhone 5S, almost a month ago. I have contacted them multiple times to chase my order, often left on hold for an hour. Im dreading my phone bill. I was then promised the phone would be sent out 10 days ago, as it was back in stock. However I am still waiting and it hasn't even yet passed the pending pre-order stage. Absolutely ridiculous! I am just on the phone to them now to try and cancel, its so far been an hour awaiting someone to answer. I am not even going to give them the benefit of the doubt and ask them to try and push the order through again as have already tried. Do not use - go somewhere else that actually values their customers.
I ordered my iPhone 5S on 23rd November and as Mobile Phone Direct's confirmation email stated, my phone would be delivered 12 days later which it was. Postage is tracked via Parcel Force. The website may state a different turnaround time for delivery of this phone but be guided by the email confirming your order. I had to be a little more patient awaiting delivery but everything went without a hitch. At first my bank account had the payment for the handset as pending but this money was not taken from my bank account until the day my phone was delivered. Well done Mobile Phones Direct! I would definitely use again. A deserved 5 stars.
Ordered an IPhone 4S about 6 weeks ago and it arrived within 2 weeks. All good just for the fact that the phone was faulty. Sent it back after spending £10 on my phone bill trying to talk to someone. I'm still waiting, 4 weeks down the line to receive a replacement. And I'm paying the contract as well. I've tried to call so many times with no luck for someone to answer on their premium number. APPALING. I'm seriously thinking to report them to 'Watchdog'.
Placed an order on 28th Nov and today received an email asking to callback. I called on so-called hotline and waited for 45 minutes. Finally a guy picked up the phone and said that I failed the security check. To verify he asked me 3 questions. After that he confirmed that order is placed and will be with me in next 14 days. Fingers crossed. I believe its a small and new company and they have only few customer advisor.
Now Status saying Out Of Stock :(
they do seem to be taking a long time processing my order and they said it can take up to seven days, on the other hand i have rung them twice once i left a message and the second hey answred put me through to wrong dept then i rung back and again they answered. i went through wrong dept again and rung them and they answered straight away i told the woman that the option i needed wasnt there and i cant seem to get hold of anyone. she then said she see what she could do then she went into system herself and found out that it was in the middle of being processed. she was very helpful. then this morning i had phone call regarding the voice message i left them i explained that i had already sorted it they confirmed my order said thanks and went. then twenty minutes later i had another cal off a different women in regards to my voice message, to say they are slow fair enough but their customer service seems above average.
ALSO IF your ringing their premium rate line. i suggest you download an app callede weq4u they redirect 08 numbers to a 03 number so your charged at your normal mobile rate awesomm !
I have ordered on the 5th of November, and I still did not get the phone and it is absolutely impossible to get intouch with them... phone is crazy like 40 min, 32min, 23 min... waiting time... and couldn't get intouch... email they don't respond...
they are terrible all in all.
I ordered iphone 5s with a Vodaphone contract on 8 November. It was supposed to arrive 22 November and finally arrived today, almost a week late. It's a great phone at a good price and the delay would have only dropped them to 4 stars if they had communicated with me. Unfortunately when I wanted information about the delay I could not get through by phone and they did not reply to emails, hence I have only given them three stars. In my experience they have been genuine, but frustrating to deal with.
Placed an order on Sunday and the status has never changed since then. I tried calling them for more than 40 times, no one answered. My phone ran out of credit for calling their so-called sales hotline. I want to cancel my order now and no one answers the phone, how am I going to cancel it? THEY WILL NEVER ANSWER THEIR PHONES AND REPLY EMAILS! Oh Jesus! Avoid this company at all cost! The worst company I have ever dealt with!
It's all been said here before ... only giving 1 star because 0 or negative values are not an option.
No reaction to any contact attempts via any means.
Unreachable for "customer service" by phone number on the website (apparently sales is reachable).
The only thing you'll get from this company is a lot of annoyance and wasted time.
Automated phone system just directs you to the order tracker on the website, but shows no change in status since initial order placed weeks ago. The order tracker lacks sufficient detail for it to be the sole means of tracking order status.
Reposting the landline number here in case anyone finds it more useful than the "sales hotline": 01635588777. That will get you through to someone who will typically forward you to the hotline, but you might be able to get someone to make a complaint to also.
Huw Roberts found this review useful
DONT use mobile phones direct. Next day delivery and even 14 days is a lie, they never answer emails, phone or letters. Don't bother with their premium rate line they never answer, waste of time and money. After nearly 3 weeks of waiting with no phone or even delivery date phoned Trading Standards and was advised to cancel order by writing two letters to cancel phone and contract sent by Recorded delivery, letters are easy to down load from Adviceguide.org.uk, under Consumer and Letters. Also notified bank to stop any payments. Don't use this company whatever you do.
Orderd my iphone 5c on 15th nov, status STILL says "out of stock" finally got throught to customer services and was told they didnt know when it was going to be back in stock! Am waiting for a call back this morning so i can cancel my order. Complete waste of time! Not happy!m
Where to begin, phones are advertised for next day delivery if ordered before 630pm, several days later web account sitting at "Out of stock" with no indication of when it will be in stock.
Over past few days have been on hold for a total of 4 hours now, each time giving up at the one hour mark. Funny though you can almost get straight through to their new orders line who apparently can't help once order is made. No idea when(IF?) the phone will turn up, really just wanting to cancel now
Seems to be a lot of hidden/deleted comment/complaints on their facebook page so I am obvious not alone with such issues.
They have a sign up saying winner of "Best Online mobile supplier" at the "What Mobile 2013" awards - Don't be taken in by this as they are one of the main Sponsors.
Same problem as previous email after email no response 11 days later after taking my deposit I'm still no further forward my account still shows pending phhhht some company I have reported them to uswitch as they as a company should not be promoting buisness for sham phones direct
ordered an i phone 5c on 15th November. Was advised that it would be delivered in six days. Still waiting. Status of delivery on order tracker has been the same since the 15th 'pending-out of stock' it's now the 25th Nov. Have sent numerous emails and have tried to call several times. Have been on hold for the past 25 mins. Am now stuck without a phone because old contract now finished and can't order a new one before I can cancel this one as they have my bank details and have signed up. Don't really want to end up with two phone contracts. Feel like a right mug. Don't be fooled by cheaper prices, go elsewhere!
I upgraded online with this company, and they set up a new contract and not an upgrade. I have emailed them five times with no reply and spent approx two hours on the 0845 number trying to get through with no success. They have caused untold hassle for me in trying to keep my existing number, as both contracts are with T Mobile. Please avoid this company, they are a waste of time. Their customer services is a contradiction in terms.
I will tell you in a few sentences. There are no good with answering their phone...so don't try to call them, unless you want to listen they nice music. I reported them to various companies and it should be on DogWatch 100% sure in that.
They charged me £129.99 instead £9.99, but have been reported. Told me that they haven't charged me but my account said different. Waste of time...AVOID BY ANY MEANS
Avoid avoid sent email after email only to recieve 1 email stating they were very busy at present please allow 24 hours for reply 3 days later still no reply they were quick enough to take my deposit out my bank this company defo needs investigated avoid not worth the hastle
Now I'm trying to access the site and is no longer there arghhhhh
I ordered Samsung note 3 on Saturday the 17th of November hoping that the phone will arrive on Tuesday the 19th.
The order was easy. I could check the status of my order almost instantly. The welcome email promised that a tracking number will be emailed between 9 and 11AM on the day of delivery.
As expected, I received an email on Tuesday at exactly 9.01 AM with an apology that the goods were not dispatched due to "system outage" at the warehouse.
Wednesday, there was no email between 9 and 11AM as previously advised.
Then I become a bit suspicious and started googling for their review. After reading a majority of negative reviews here, I was kicking myself for not checking this website before ordering.
Then the miracle happened. The same day,around 12.30 PM I received an email saying that my order is on its way. And it arrived that evening.
I don't know about others but I get at least £5/month cheaper than anywhere else. Perhaps there is a cost cutting technique somewhere. You get what you pay for really.
My only complain is that they should have emailed me as soon as the order is picked up by the courier saving the uncertainty.
I lied, my another complain would be not having a mobile site. A mobile phone company who doesn't have a mobile site!! To be honest I became very suspicious after noticing this.
A four star rating. Overall happy.
I echo the sentiments of many here. I thought for those of you still trying to get through that this might be useful: 01635588777
It's the number of their head office in Newbury. You can avoid 0845 charges by asking to speak to customer service. Or just speak to someone at that office if you really want to have your say!
I'm in the same predicament. Sat for 30 minutes this morning trying to get through as I've waited a week now and my order still appears to be pending. I am gobsmacked. I'm not sure what to do now as I have no guarantee they will cancel my order if I request it and if I order from another provider will I then be stuck with 2 contracts?
I ordered what seems to a great contract deal on the iphone 5s gold. I ordered this on Saturday 16th of November and I still haven't had any updates on the order. There's been no dispatch confirmation or anything despite the website stating that orders placed over the weekend will be delivered on a tuesday! I have sent numerous emails asking where my order is and there have been no replies even though the auto confirmation emails state that i will receive a reply within 12 hours. This company is an absolute joke! Why on earth are they doing this to loyal paying customers?! Definitely the worst customer service I have ever encountered. Even giving them one star is very generous!
I ordered iphone 5s three days ago and I am still waiting for the order to be processed and delivered with a next day service. I sent a short courteous eMail requesting an update and there has been no response despite claiming that a response is given within 12 hours.over the past 2 days,
I tried calling them at 4 separate times on the advertised 0845 number and have waited a long time for anyone to answer. I gave up as each call waiting time was over 12 minutes and still no one answering any of the calls.
I have decided to order the phone elsewhere as there are clear signs that the service is very poor. I prefer to pay an extra £1.50 for the next best deal knowing that there is an acceptable level of customer care.
I do not usually write reviews, but after seeing some of the bad press Mobilephonesdirect are getting on here, I wanted to share my experience. I ordered a Huawei Ascend G510 on 6th November, with a 43 inch Samsung 3D Plasma TV as a free gift. On 8th November my phone arrived and then today (20th November) the TV arrived and it is awesome! They do say the free gift can take two weeks, and mine took exactly that.
Overall it was a perfect and smooth experience and a good deal too. I would definitely recommend to anyone and everyone.
I have tried calling this company 3 times today and gave up every time. I even filled out their contact form online informing them that i would like to make a purchase and could someone contact me and guess what, nobody has bothered. It astounds me that while there are companies out there really struggling for business there are also companies like "Mobile Phones Direct" who cannot even be bothered to pick up a phone to speak with people that want to spend money. Unbelievable.
Alkesh Chavda found this review useful
I'm in the process of trying to purchase a contract via them (which I am now seriously reconsidering). I contacted the customer services hotline after being on hold for 30 minutes I have now given up.
Not good first impressions...
must be one of the lucky ones ordered a new LEXUS 5 what a phone delivered in 3 days as over the weekend .All set up perfect at a cheap price from reading problems seem to be when ordering the iPhone 5........
can fault this company at all top marks cheers
We'll I decided to keep the phone for my better half to use.Put the sim in and had to wait 3 or 4 hours for it to activate but it eventually got there.Price plan was as promised and have had contact from Vodafone this morning...sorted!So other than the lack of contact from MPD throughout,everything has gone well. 4 stars I reckon
I ordered an iPhone 5C 3 weeks ago - supposedly on 'Next day delivery' and immediately changed my mind about the colour 2 minutes after placing the order (my fault - obviously). There was no function to amend or cancel the order on their site, so I sent an email advising of the change.
After sending a further 2 emails over the next 3 days, I tried to call, but continuously got a message saying "Our phone lines are down, please try again later" I got that message for 2 days and still no email reply.
6 days after I placed the order, their phone line started to ring out and I waited for 30 minutes (exactly - I checked the time on my phone) and was then asked for my reference number when somebody finally answered. I didn't have it to hand, so the rep was going to hang up on me! I asked him to hang on 2 mins while I found the email, to which he said "You've waited a while, so I guess I can hang on".
Long story short, they wouldn't amend the order which still hadn't been posted out, so I had to wait for it to arrive (2 days later), then apply for an returns number which took 4 days and resulted in another phone call, then pay £9 to return it and wait another 1 week for the new model to be sent back. In total 3 weeks between placing order and correct model arriving.
stay away , stay away ,, if you do not want to waste your valuable time . i have ordered iphone 5s october 10 th and they said they will deliver the phone with in 20 days , now it is almost 40 days the phone has not received yet .i called them waiting to talk to some one about 40 minutes , finally spoke to some one and he said it will take another 20 days ., after few days i am got email from them saying they have canceled my order due to poor credit history , i never had this problem before and is this the way to treat some one . they made me to wait for 40 days to let me know that i have poor credit score what a horrible company .they are playing game . i made a biggest mistake in my life by choosing them . i am full time employed at NHS and i have really good credit score . terrible company . avoid , avoid avoid if you love yourself.
I ordered a Sony Experia Z1 as an upgrade on Tuesday expecting delivery on Wed as per their website. Never happened. Tried to contact them, when you select the option that are relevant to your queries you get back to where you started. I tried to cancel the order, samething, no one to pick up the phone. I emailed them on numerous occasions all you get is an automated reply that soemone will get back within 72 working hours & up to now,no reply. I received an email to contact them, which I did for security check & the question they were asking make you wonder, about past loans, credit cards etc. I finally received the phone after 3 days although on the tracking system it still saying dispatched to warehouse.
On the same I received a text from my network provider saying thank you for taking an additional line. Tried to contact mobile phones direct but as ususal after 45 mins on hold I gave up. I now have to give 30 days notice to my provider to cancel my previous number and to keep the new one from mobile phones direct. As a result I will have to fork out line on rental twice this month.
I was horrified to read the other customers review on here. The deal was to good to be true. Please avoid this company, pay a bit extra from a reputable company.
The customer service of this company is possibly the worst I've ever encountered. You're easily looking at 30+ minutes on hold to an 0845 premium number, and at that point you'll give up. Hate to think how much that call cost. They selectively reply to emails too, I don't know what to do.
Avoid this company at all costs.
I ordered the Iphone 5s through their website and was hopeful that it would all go smoothly, however, when I never heard anything from this monkey business after 2 days, I rang them only to be put through the endless options which buttons to press to only get back to the first option I chose!
Never ever have been able to speak to an advisor, I guess they make a nice little earner with their 0845 number without having to actually speak to anyone!
I emailed them several times and again no answer until 2 days ago when I was informed that the phone I had chosen was out of stock!! So I thought, ok I will give them one more week and see what happens only to receive an email this morning stating:' Thank you for contacting Mobile Phones Direct. Please accept this email as confirmation that we have cancelled your order.' ???????? In hindsight, thank God I got out of that one. Avoid at all costs.....I bet its a lonesome person doing dealings from his/her bedroom!! In fact, having just looked up the address on google maps....im afraid I could well be right!!
Let Uswitch, Watchdog and perhaps Trading Standards know what con business we as customers have to deal with! I for one have already mentioned them to Uswitch and hope they get removed very soon!
I wanted to change the anniversary date of my direct debit as they did not give this as an option but the phone system has no option to discuss payments. Tried the email but no confirmation email has come back so I'm not even sure they got my communication. If they get back to me positively I will add a comment and raise my rating but till then its 3 stars from this disgruntled consumer! Also had my new no. for two days and already had 3 cold calls all said they had been given my number by the provider even though I asked to not receive emails calls etc for advertising HMMPHth! Meh!
Very poor response through email as well as over phone. End up waiting more than 30 mins trying to speak to customer service without luck. After all these hassles received iphone 5s but they have given me 500mb instead unlimited internet which I ordered. Trying to contact them to cancel it but again trying hard to get hold of them. Definitely not worth buying phones from this website. I am too much stressed with this company.
This lot are offering a 'too good to be true ' deal on an iphone 5s. I placed the order on 28th October and have heard nothing from them. It is virtually impossible to get through to them on the phone and they don't bother their a***s answering emails. When I did finally get speaking to one of them I was told that they had no stock of the iphone 5s and it would be at least 29 days before they might be able to fulfil my order. Shame they aren't up front about this in the first place. Went to another company today and my iphone,with basically same deal and price, will be delivered tomorrow. I think that speaks for itself. If it were possible to leave no stars I would. Seriously, don't even think about giving mobile phones direct your business.
I made my order with MPD (Samsung Galaxy S4 Mini + PS3 as free gift) on a Monday morning, expecting it to be delivered on Tuesday, as promised on the website......it wasn't. I then started searching for reviews on the company and was horrified after reading some people's experiences.
Thought I'd be reasonable and give them a week. The order status was updated daily and come Friday morning I had an email saying it would be delivered that day....AND IT WAS! Still waiting on the free gift but says that can take up to 2 weeks to arrive. So as long as you're not requiring next delivery I'd say their turn around isn't too bad. They should prob stop advertising that on their website though as it's misleading!
Placed my ordered before 5:30pm on the Friday expecting it to be delivered on the Tuesday. Received an automated email on Saturday afternoon saying I had to phone them to sort out a security/credit check. Tried to phone only to find out that their lines weren't open on weekends....
Phones on Monday, lines closed. Tuesday, lines closed. (Since found out this was because of the bad storms down south, so fair enough) Finally got through on Wednesday night and sorted out everything. All I had to do was send proof of ID and address by email. At 8am the next morning I emailed them the relevant documents and received no response all day ( I was hoping they'd get back to me and have it despatched in time for Friday). Tried contacting on twitter (@mobile_gossip) but got zero response whilst others appeared to.
Got a phone call on the Friday morning saying it had been despatched, was worried when i failed to receive an automated email on Monday morning from Parcelforce, but my package arrived at around midday and it was exactly as advertised.The long wait to get through was not their fault as I said, they said the storms down south knocked out their phone lines (this happened to loads of people so unlikely they're lying...)
The prices are so good that you have to expect a little bit of legwork so if you're willing to sit it out then go for it. Also if you want a popular phone like the iPhone maybe ask first if they have it in stock? I got the HTC One and had no issues.
No excuse for poor customer service and being difficult to contact but they did deliver the next working day and my phone is brilliant. Worth it in the end.
To reply as a company, please sign up here.