Very impressed with phones4u service. Ordered a Moto G on contract on Friday evening. Saturday afternoon and the phone was delivered! Even better the delivery company (DPD) text at the start of the day with an hour slot that they'd be round, and kept to their word. Overall very impressed both with the speed of service from phones4u, the delivery company and the phone itself.
I bought my phone online a couple of weeks ago and received it promptly the next day. Unfortunately, within the first 7 days, it started having problems then froze completely. Luckily, I was near a phones 4 u store at the time so took the phone in to ask if they knew what was wrong with it before I had to consider returning it completely. Instead of requiring me to send the phone back to the mail order address, the staff were very helpful and got authorisation for an identical handset swap in-store. However, On returning home with the 2nd phone, I realised you could see a strip of back light down one side of the screen which wasn't the case with the 1st phone I purchased.
I wasn't happy with the replacement handset so took it to my local phones 4 u store (Liverpool) to ask about another swap or refund. The staff there were very patronising and blamed me for letting another branch swap an online purchase in-store since this should apparently never happen. They then claimed that every one of the phones had that issue but, since it wasn't a "fault", refused to do anything about it. In their opinion, not only was I not entitled to a swap but also did not have the option of a refund. The only advice they gave me was to turn the screen brightness right down so I couldn't see the problem and not to buy items online in future.
Following that, I contacted customer services online and cannot fault the help they gave me. Since the original phone had a problem within the first 7 days of purchase, they gave me the choice of going back in store to consider another swap or completely returning the phone for a refund. After the hassle I’d had with them so far, I chose to return the handset. The cancellation process was very quick and I received my full refund within 7 days.
I've since re-ordered the phone again and have found that the new handset does not have the same back light issue so the staff in the Liverpool store were not only rude but were also wrong in telling me that all the devices had the same issue.
Generally, the service I had in 2 of the 3 stores I visited was very good and the complaints team themselves were excellent. Unfortunately, the service you get seems to depend on which store you visit and I would definitely not recommend visiting the Liverpool store!
My husband went to the phones 4 u store in washington tyne and wear at the galleries. My husband's htc windows 8 phone, keeps changin the sms center number. He went to the shop this morning, to get it fixed when he viewed his opinion they phoned the police to escort him out of the building. would love to hear your comments.
Not sure what has happened to phones4u as have always taken contracts out with them for years due to their competitive prices and what used to be decent customer service. However NEVER AGAIN!!!
Had a call from one of their upgrade agents advising me my O2 upgrade was due on the 13/12/13. After a long converstation and a rather agressive sales approach I gave in and agreed to upgrade.
Anyway changed my mind and decided to cancel...assumed it would be no problem as I was still 5 days from when the upgrade could be processed. Ring to cancel and they tell me they cant as its already been processed?!
So ring O2 and they tell me theres nothing on the account and no upgrade has been/ can be processed until the 13th chances are P4U will set up a new account and have me call them to transfer details and activate.
So ring P4U again and they them nothing has been processed by O2 but they have processed it at their end and then told apparently the distant selling laws do not apply to their upgrades as a continuation of services...despite the fact its a new phone, new tariff and as O2 suggest probably a new account??!!
Lucky O2 said I have 7 days to cancel with them so hopefully that will all work out ok but no thanks to P4U.
But NEVER going to use P4U again, their shady sales tactics and legal approach to the Distant selling laws is unacceptable. They will certainly be one shop I'd be happy to see disappear from the high street!
i hate the way people sound so biased on here... the only ones who find the time to come on are the ones that have had mishaps happen to them and they become so biased just because its happened to them i am sorry but every single mobile phone company will mess up at some point and you cant blame them they cant be perfect however phones 4 u has a great service considering they are a third party and they are not even a phone company themselves one thing i am slightly worried about is that vodafone may try wash their hands of by saying im involved with phones 4 u and not solve any problems i may have
Dropped into the High Street, Watford store to buy a sim-free Moto G 8GB (out of stock on Amazon). Efficient service from the lady there. No pressure to sign up for a contract or buy anything else. Good price. She particularly made sure I knew there was a USB cable but no AC adapter with the phone. Into the store and out within 5 minutes, even with a problem reading the credit card.
I have got 24 months contract on galaxy s4 2 weeks ago and since then I had nothing but problems with phones for you. So this morning i went back to the shop AGAIN and demanded a refund...after a long conversation and loads of jibby jabba, I gave the phone back.....however, they lied to me by saying they cancelled my account, which is still active as I contacted vodafone to check the process of cancellation....I really dont know what they are playing at! DON'T FALL FOR THEIR BULLS**T! DONT GO FOR THEM...ANYONE ELSE BUT THEM! IF YOU DONT WANT TO REGRET YOUR CONTRACT FOR THE NEXT 24 MONTHS, DO NOT GO TO THEM!
All over you like a cheap suit when you want to upgrade but as soon as there's a fault with the phone nobody wants to know! Poor customer service in the Ayr store. You can feel the desperation of the sales people needing to get a sale out of you. AVOID THEM IF YOU CAN!
On 04/11/13 O2 had over charged me for messages sent as a group text at 35p per text and not been letting know, I had been planning some events and had had to send hundreds of these text not knowing I was getting totally ripped of by O2. After speaking with O2 and getting no where I headed in to the phones 4 U store that i had changed my contract in (which is the St James shopping center in Edinburgh) to see what they could do and if they could shed more light on the matter, not expecting much because the charges were coming from O2. It was the same guy that helped me change my contract (Andy) and his manager (Gillian). They were brilliant!! They were so helpfull and phoned O2 to find out what had happened and we got a different answer than I had got that same day and it made it a lot clearer what had happened. But i had still been charged for these things without having been told from O2 that the price was not the same and Andy and Gillian still did not think this was right to they took it further and in the end I ended up getting money off my next bill from O2 and half of the money they had charged back from phones for you which was amazing because the guys in the shop were totally on ma side and I have never seen better customer care!!
Wife bought a sumsung from the Cheltenham branch. Totally missold. I've spent over an hour with T Mobile downloading patches that phones4u were supposed to have installed. Still didn't work. Took it back to the branch and the jobsworths in there wouldn't help. Apparent;y I have to ring HQ before anyone can help. ....How many more hours do I have to lose?
My partner bought me a Nokia 301 from the Barrow in Furness shop on the understanding that it would support WhatsApp. This was the only reason for changing my phone. Firstly, he had to return to the shop because the assistant had not put my Sim card in correctly. Then I discovered that I couldn't get WhatsApp. We returned to the shop and after some time the assistant worked out that a new 'patch' was needed to upgrade the phone to receive the app. I was unhappy with the fact that this hadn't been pointed out when the phone was purchased, nor the full implications of the phone not having Wifi. When I also pointed out that I was unable to read my Vodafone balance on the phone - it just came through as unreadable code, he claimed this wasn't a fault in the phone. After further delays and calls to the head office and the technical department, it was confirmed that the unreadable balance 'was not deemed a fault' so there could be no refund or exchange. I was losing the will to live at this point so we gave up and left after an hour of blank walling by staff who kept quoting 'the rules', then walked into the Vodafone outlet, where we should have gone in the first place. Vodafone staff fixed me up with a much more suitable phone despite it being near to closing time, with an utterly different approach to customer service. We live and learn.
Last Friday I popped into the Phones4u store at 112-114 Oxford St in London. All I needed was two pay-as-you-go O2 SIM cards, as I had family visiting from abroad who needed them.
I was served by a salesman who was initially intent on getting me to upgrade my own phone, which was annoying, because I repeatedly made it clear that I wasn't interested, and simply needed two PAYG sims. This really should have been a simple, quick transaction, so the pushy sales tactics were really unwelcome. I realise he has a job to do selling stuff, but when I've repeatedly made it firmly clear that I am not interested, he should not persist.
It was then explained to me that they couldn't simply sell me the SIM cards, they had to load some credit on them. This was fine, I was going to put credit on them anyway. So I paid to have £10 credit put on each of the SIM cards. I was also given two supposedly free Nokia phones which I really didn't want, and tried repeatedly to refuse, but eventually simply accepted. It was explained to me that the phones came free with the SIM cards.
However, yesterday while doing my online banking, I noticed that I'd been charged, in addition to the £10 on each SIM, a mysterious £7.96 charge for each card too. Upon returning to the shop to query this today, I was informed that this was a "top up charge". This was NOT (I repeat: NOT) made clear at the time of the transaction, and the salesman's feeble excuse that there was nothing he could do about it now is not at all acceptable.
I feel that I was misled, and ripped off. In addition to this, despite being told by the salesman that the £10 credit came with 1Gb data allowance per SIM, it turns out the allowance is a far smaller 100mb.
To say I'm disgusted would be an understatement. How can you possibly justify charging someone £7.96 to put credit onto a card, credit that they're already paying for separately? I have to stress once again that this was NOT explained to me, otherwise there is simply no way that I would have paid that charge - I'd have simply gone directly to O2 up the road and gotten the SIM cards, and not had to pay this completely ridiculous £7.96 charge. What should have been a total charge of £20 for the two SIM cards has now ended up costing me a totally unreasonable £35.92.
Ordered a phone back in June, changed my mind the following day. Rang to cancel and was told it wouldn't be a problem. 3 days later get an email to say my phone is being shipped (apparently it was too late to stop it from being sent?). Refuse delivery, courier takes phone away. Phones 4 U then lose it, and launch an internal investigation. It's now September, Phones 4 U say they're waiting for T-Mobile whilst T-Mobile are waiting for Phones 4 U - they have also damaged my credit history due to not having received a payment. WTF am I supposed to do? I never had the phone, I don;t have it now and yet no-one seems willing to sort it. Do NOT use this shower of incompetents, you *will* regret it.
My phone was less than a year old when it developed a fault, there have been numerous occasions where it is evident that nobody working for this company manages to communicate with anybody else. The phone was sent back for repair and gone for 3 weeks without any offer of substitution, unacceptable in this day and age. On return I was told the phone was a brand new phone, however it was not a new phone and they had replaced the circuit board instead, however the phone still did not work correctly.
After much hassle and talking to every pillar and post in the company I was granted a replacement, however they will not just issue this and I have to wait to be sent a bag to send my old phone away, I can then be issued my new phone. Magically though, despite Royal Mail confirming delivery, they have managed to misplace my old phone and have refused to send me a new phone until they can sort themselves out and figure out what's going on.
Ridiculous service. Myself and my family have all used P4U in the past but rest assured we will not be making this mistake again!
I bought 2 Samung Galaxy S3 from them in October last year. One of them stopped working and I left it in the Store (in Chiswick High Street) for repair on June 20th, when they said it would be ten days to get it back. I haven;t heard from them and I have been to the store three time asking for my mobile, each time they said it will be in the store in three days. Yesterday (July 20th) I went to the store again and after having the slowest service in mankind history I found out they haven't even repaired my phone and is not in the store yet.
I can't believe the staff at the store was so useless they couldn't tell me in one of my previous visits that the phone hasn't been repaired, they just didn't bother checking the status of my repair
And the repair team is a disgrace, how come it takes them a month to NOT REPAIR THE PHONE that has to be a record of ineptitude
The staff in the store, rather than solving my problem was just trying to sell me another phone. Not even if they are the last phone shop in the world I would buy anything from them I would strongly recommend not buying anything from these crooks unless you are a real masochist
I sent off my Motorola smartphone to be repaired by Phones 4u on the 31st May. It is now the 20th July. In this time I have received terrible customer service from Phones 4 u. I won't go into all the details but basically they outsourced my phone abroad (most likely China) without telling me, which meant messages between me, the repair center and the outsourcer got lost and communication failed. In the end I just asked them to send it back unfixed. They kept telling me it had been dispatched, then it wouldn't arrive and I'd call them and they'd say 'oh it's still here' or something. Throughout the whole thing they never called me, I always had to contact them and wait on hold for ages. Finally after 1.5 months my phone arrived unfixed. I made a big fuss and they've agreed to send me a Samsung Galaxy free of charge. They told me on Monday that it wouldn't take more than five days to arrive. Today (Saturday) it still hadn't arrived and I called them and they said it will be Tuesday. Yet another example of their shoddy service! Do not use them to repair your phone! The service I received when I bought the phone however, was very good.
Had an awful experience in phones 4 you loghborough today. The screen on my girl friends phone broke the other day, she does not have insurance. She went to phones for you for advice and the manager told her that the only thing she can do is to take out another contract. My girl friend is a luvly person and only sees the good in people so took her word on it. When she came back home I couldnt beleive what they had told her. They should have told her to buy a cheap handset for now and send the broken one off to be repaired. she also told me they had bought her broken phone for £40 so now she has 2 contacts one for 18 months and one for 24 months and one phone. went to speak to the manager today and this nice lady who sold her the phone, turned. and said there is no way they can cancel this, my girl friend by this point was in tears and the manager claimed she had given her the best advice. I went to a rival phone store and the manager said to me 'phones 4 u are unethical and it all sell, sell, sell, and not what is best for the customer.' do not go to these people!
Do not expect to get anywhere with their customer service it is non existent. My daughter was persuaded to have a ZTE GRAND X by one of their sales staff. She insisted she needed a good, reliable phone and the sales assistant categorically assured my daughter this particular model was. 6 months later and the phone breaks down. They fobbed her off in the store with it having to go to be repaired and could not let her have another phone as it was no longer company policy. I went to the store to complain and initially did not get very far. The man eventually agreed to phone customer service and they would then call my daughter (this was after asking for my daughters mobile number so they could call her on that!!!???? Bit difficult that when they have her phone!) When I arrived home the customer service dept were talking to my daughter and said the only thing they could do was suspend her tariff for the two weeks they have her phone. I then had a very lengthy and heated discussion with them and got absolutely nowhere. Faulty goods should be replaced otherwise what is the point of having a 12 month warranty. I would advise anyone to seriously consider whether these companies are going to act in a proper and correct manner should anything go wrong and if the answer is NO then avoid like the plague! I will not be using their services again
purchased a Motorola phone from them within a few days I realized it was faulty turning itself on and off at random .So took it back to the shop they said because I did not take out their insurance (which was almost forced on me but I declined)it would be sent for repair . After weeks and a few phone calls to them I was told I must have got it wet and that I would have to pay for any repairs I told them that was impossible after I few heated words on the phone I excepted defeat the best thing is I had to pay to get the faulty phone back!!!!!!!!!!!!!!!!?