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!!!!!!!!!!!!!!!!?
June 2012 we bought a package from phone4u Brent cross shop. 01 They gave a faulty apple I4 next day when i complain they just ignore me and said its ok but apple confirmed its faulty? after 2 week I got new phone but with so many hassle and bulling. no customer service stupid 02 now 06/2013 we notice its taking £58 from account when call t mobile they confirm only 100 min ? but package we bought 2000 min (head office confirmed right package with 2000min but cannot help?)? when call phone 4 u head office ask to got Brent cross shop , shop said they do not have details ? I m been rob and bulled by this stupid dodgy company. Don't ever go to phone4u even by mistake.
I've read a few negative reviews on here which relate to specific shops and incorrectly advised contracts - fair enough. I required a SIM free black HTC One. After being totally screwed around for three weeks by those utter clowns at mobilephonesdirect, I ordered from phones4u and got it the next day.
So in december a sales rep convinced me to upgrade with them instead of orange like I have always done. Well I can tell you it was the biggest mistake I have ever made.
Firstof all I was told id stay on the same price plan yet when I got my bill that was not the case I had to go to the shop for 3ths till it was sorted. As you can imagine spending sorting this out instead of spending time with my daughter on my day off did not go down well with her or myself as it meant I could not fo other things this was also a stressful time I could have done without n had I hone to orange it would never have happened.
Then to add salt to the wound my fone broke n I had to go there yet again. I was given a new battery n 4wks later it happened yet again to say I was angry would have been an understatment.
So this time im told they need to send it off n ill b left without a phone for upto 2 weeks this was not accetable as I am sure any singke mother would agree it is not something you can be without. As you need to be able to contact you child if they are out. So the shop advised me they do not have a loan phone policy. So after a longer telephone conversation with their customer service they loaned me a phone that was from the dark ages! Having in mind I have a blackberry!
So you can understand my horror when I receive my phone this morning stating they eould notrepair it due to water damage although they could see it had not been put into a bowl of water or anything like that. So I call them and they say it might have been causrd while I was cooking or if I left it by a window. So if your phone is damaged by natural causes which you cannot prevrnt then they believe it is down to yourself to cover the cost to repair!
Sonow I am still without my blackberry and they will not repair it or replace it.
If I had gone to orange I would never have had this problem. I will never get a phone from these people again nor would I ever recomend them to anyone.
I purchased a HTC One from Liverpool Phones4U (WHO WERE GREAT!), which was defective. The device had gaps in it and light was leaking from the display. I do not live locally to Liverpool, and so I took my device to my local Phones4U store in Northwich, Cheshire.
When I went into the Northwich store, rather than the staff standing in the shop, they were all huddled by the door located at the back of the store, presumably where the staff quarters are. They were all on their phones and paying no attention, all in all it took around 20 seconds of me standing at the front counter before anyone noticed me - an eternity really.
I proceeded to tell the gentleman about the issues I was experiencing with my device, and rather than apologizing and reassuring me, he just told me that this was 'normal' and that 'light leak is normal'. Working with mobile devices day in and day out, I can assure you that this is not normal at all. I questioned the salesman, and he got another device out of the cupboard and powered it on. On powering it on he quickly looked at the device's display and said 'see this one is the same' and put it back in the box. I immediately asked to take a look at the device he had just put away and he did not respond, then asked his colleague to put the device back away 'before he forgot to'.
The sales person then asked me what I would like to do, as all the devices are going to be the same. This is not true, as the display models in all the shops are NOT like this. Anyway, I asked for a refund as I am not dealing with people that assume I am an idiot. I pulled my card out, and to my awe he got £490 cash and just handed it over to me. I paid for this device on card, I have the receipts to prove it. Now I'm certainly not complaining about getting cash, because it just means I can buy my iPhone a few days earlier now, but for him to actually just give me cash? Is this even allowed? As previously in Phones4U stores I have been told that you can only be refunded in the same tender the actual transaction was made in.
Furthermore, during the whole experience whilst he spent time on the phone to 'head office' in order to get authorization to issue the refund, I couldn't help but turn my attention to the sales person, Dan. He was speaking to a customer that had just come in to the shop and asked which was better; an iPhone 5 or a Samsung Galaxy S4. To this, Dan replied well we don't sell the iPhone 5 sim free, but we do sell the Galaxy S4 it is £589. Then, he says 'but my friend over there is selling his iPhone 5 on eBay, we will give you a good deal on it, it's got 10 days left and we can just take it off'. Dan was referring to the gentleman that was serving me, as the person selling the iPhone. I was absolutely shocked at this, surely this is against the law and unlawful selling anyway?
Furthermore, when explaining the devices to the gentleman that was in the store, Dan told him that the iPhone 5 costs £999 to buy direct from Apple, and that when the iPhone 5S/6 comes out, you 'will be talking well over a grand for that mate'. He then said 'but the iPhone 6 has been delayed, cus, I dunno why'.. Well Dan, please share your information with us as the new iPhone has yet to even be announced, never mind delayed Wink
He then proceeded to tell the customer that in Northwich all networks can get 4G, and that Orange will be getting 4G in Northwich next month. Oh okay, since when has Orange offered 4G? I thought that's what EE was for... The gentleman said he would think it over and left the store, to which Dan then came over and sat down on the desk next to me and sat on his phone, for around 10 minutes. Disgraceful.
Due to this experience, I will never ever purchase anything from Phones4U EVER again. Furthermore, I will not be recommending them to anyone, and will be telling as many people as I can about how disgraceful their customer service was. And considering I work in the telecommunications sector, that's a lot of potential customers.
After being in Phones4U I took a stroll over to Carphone Warehouse, I told them about my experience and had a bit of a laugh with them. Over there, the experience was much more friendly.
This is with respect to my sad experience with Phones 4 U, 34 High Street, Bracknell, RG12 1LL.
I have purchased a Samsung Note 2 Flip Case on 08 May 2013 at 16:51 PM from above mentioned store worth 24.95 Pounds. I was not carrying my phone at the time of purchase, hence took it to home.
The details of my purchase are - Rect 044408004663 from Tim G
I went to my home and tried fitting it in my Samsung Note 2 Phone and it got fixed but fitting was not absolutely perfect. Hence, next day I went to the store and told my issue to Allan E.
I calmly explained the persisting problem to him but suddenly he turned angry and said that the product is like that only.
I wanted to ask him whether we can try with other Flip Case on stock but before I could utter anything Mr. Allan said you return the product and take refund in rude way.
The details of my refund are -
Rect 044408004675 (80806085321007) on 10 May 2013 at 14:16 PM
Customer ID Number - 1005201314155108
I find Phones 4 U, a very nice brand but the representative ruined my day. He returned the product but I wanted to buy the product as a customer who possess self respect as any other people around.
I presume him to be racist, as without any reason his unexpectable behaviour made me believe that people from other background having slight difference in shade of the colour of their skin don't deserve to be treated as equals.
He ripped out the cover from my phone and left me unattended on the till.
Such pompous action can be even verified in CCTV camera (around 14:16 PM)
Basically, my concern is not about money or the product but generally about the treatment of the people by such rare people. Elsewhere, I have good experience in UK till date.
I expect apology from the concerned person, if at all you consider my above mentioned plea reasonable and justifiable.
Moreover, I must say now I have apprehension to walk inside the said store in bracknell.
Had to wait 50 minutes before I was helped. His excuse " Sorry I am on my own as the other guy reported sick" To top that the computer frozen and I left without receiving a printed copy of my transaction.
First when I went in to the store they great you with big smile and looks real nice. However, I've signed up for the "3 month FREE wi-fi"... I have double checked with the staff and made sure that after 3 month they will automatically cancel my contract and I will not have to pay. The staff had told me "after 3 month the Phones4U will give you a txt asking if you want to continue the service or not and all you'll have to do is just txt NO back to them and they will cancel" . However, without me knowing they have been charging me for 3 extra months!!! Thank god I checked my bank statement!!! After that, went to complain to the store and the store says "we've been notified that the company will txt you" and all the operator over the phone says is "we do not have such a service and don't know how the staff thought so"... Any way, cancelled my contract for the Phones4U wi-fi at the store and now THEY ARE STILL CHARGING ME!!!! Phones4u is LIAR, CHEATER and CAN'T BE TRUSTED...
I upgraded my phone from T-Mobile to Orange and got the HTC 8X - went faulty and 10 days after purchase told hard to get replacement and it eventually arrived 2 weeks later - 1 week later thae 2nd replacement went wrong - swopped again eventually - Here we are April - 3 handsets later, same fault and they say 8X is now longer available so will only replace with similar phone - I did explain I held off upgrading as waiting for phone I really want so will only swop for HTC One - Oh they can't do that cos it is not on the tarriff I am on - I cannot upgrade tarrif and have to have a phone I dont want for 2 years.
I complained spoke with Lee Cook in the Customer Excellence Team (Manager) apparently - I advised him the company should be reported to Trading Standards as the team certainly does not deliver Excellence.
I cannot cancel my contract with Orange, so I am being forced into having a cheaper handset I don't want for 2 years.
I rang Phones4U and asked what I thought was a simple question, do you do O2 contracts. They answered yes, I didn't really have time to sign up on the phone so I figured I would just pop in store at the weekend. (took me an age to get off the phone like but different story!) I went in store and said I wanted an O2 contract with the iPhone5. I was quickly told about the offers they had with Orange, I wasn't interested in that as I wanted the coverage O2 provide. No O2 please, well how about Orange, O2?….. Orange? NO I WANT O2. It turns out the reason they were being so evasive is because they only offer O2 SIM only contracts. So the phone isn't subsidised. Which no doubt means they dont get a nice sales commission, so they were pushing me towards a provider they did. Pretty terrible service all round so left and went elsewhere!
Called in at the Hyde (Tameside) store with trepidation, I had needed a contract sim only and wanted a push button phone ( I'm a bit of a dinosaur!) I was met by Rick who did not live up to my preconceived idea of a mobile phone sales person, I was not pushed into getting something I did not want I came out of the store with exactly what I went in for..Result! The service from Rick was excellent, I don't think I would have been treated any better if I would have been buying the latest smart phone, Top marks to Phones4u Hyde, Thanks.