Mobile Phones Direct www.mobilephonesdirect.co.uk

Avoid this company at all costs. Deceptive practices, terrible service, and likely illegal behaviour!

I bought a refurbished sierra blue iPhone 13 pro 256GB on contract through this company, but I was never informed it was a US-origin device at the time of purchase. This critical detail was completely omitted from the checkout process, and had I known, I wouldn’t have bought the phone. Because of this, I was unable to get the phone repaired when it was damaged. Every phone repair store I visited refused to work on US-origin phones, citing lack of parts and software, and warned that this is a common issue with such devices.

Under consumer protection laws, this is a clear case of non-disclosure of material information and selling a product unfit for purpose.

The phone became completely unusable. I contacted MPD for help on 4th September asking for the remainder of my contract payments for the handset to be written off at the very least bt ideally a full refund. They claimed it was covered in their terms and conditions that they can’t guarantee the phone's origin since they source devices from a third-party warehouse and even they don't know what origin it'll be and refused to help. However, I checked their T&Cs, and there’s no mention of this whatsoever—a blatant lie. I’ve kept screenshots and downloaded their T&Cs as proof.

What followed was an exhausting two-month back-and-forth. I repeatedly pointed out their violations of consumer rights laws, only for them to claim they'd consult management. Each time, they left me waiting for weeks, offering no resolution.

Finally, on 5th November, two months after my initial complaint, they said they’d replace the phone if I sent the damaged one back. But by this point, the phone had been unusable for so long that I’d already replaced it through insurance. I explained that I binned the original as I had no reason to keep a broken phone for 2 months, but they refused to offer any alternative or any refund. Worse, in the same email, they changed their story about phone origins again now, claiming, “all of our 'as new' devices are of US origin,” despite initially denying knowledge of this.

This company’s practices are not only deceptive but potentially illegal. Their lack of transparency and disregard for customer rights is appalling. Avoid them at all costs. I'm now spending another year paying off an unusable phone.

The MPD contract may seem cheaper at first glance, but the stress and frustration it brings- it’s not worth it! I received a damaged iPhone & for over 6 months, I endured over 100 emails and countless calls in an attempt to get them to send me a new phone. I received a scratched iPhone, which they initially blamed me for. After much back and forth, they finally agreed to exchange it, which would apparently take 10 days, However, over a month later, they returned the same iPhone back to me with further damage. Their customer service is shockingly poor; each email was answered by someone different who seemed incapable of reading previous messages, forcing me to constantly repeat myself. If you don't follow up multiple times, they simply won't reply. It wasn't until I took the matter through Resolver that they actually responded, again I had to send it back, they said 10 days and again after over a month later and Six months later since my contact start date. I finally received a new, undamaged iPhone, the whole ordeal has been an absolute joke and I am yet to receive any form of refund for the time I have been without what I’ve been paying for. (Update, i received a small amount of what I have paid for, not the full amount with absolutely no explanation for why, or a breakdown of how they worked it out) The amount of time and energy I've invested in resolving this issue, all while being without a phone, is staggering.

Their replies feel robotic, as if they're either generated by AI or simply copied and pasted from a template. It's frustrating to see such a lack of genuine engagement from a company. I truly hope that the CEO takes note of these reviews because it's evident that there are significant internal struggles within the organisation. The lack of communication across their teams and the poor communication with customers paint a clear picture of an organisation in disarray. They are an absolute mess, and potential customers deserve to be aware of the chaos before engaging with them. I have to add, this is my 3rd contact with MPD, the first 2 were not a problem so I can only assume it’s gone down hill since AO took over.

Avoid MPD at all costs.

Pointless even adding my order number to this. I just want to save someone else the trouble of dealing with such a bad company.

Faulty device still not resolved after 2 months and still going… I would avoid this company at all costs.

The customer service has been appalling, no continuity or communication between departments.

I ordered an iPhone 11 contract. Three weeks after purchase the screen stopped working. I informed mobile phone direct and I was advised I could return it. During the time they had the phone they asked for the PIN code and for find my phone to be turned off so they could access it. After having the phone for near to three weeks they then advised me that they would not accept the return as I no longer had the box and accessories. They sent the phone back to me unfixed.

Every communication with this company has been like talking to a robot, I have not been listened to and my consumer rights have been violated. The emails are the same every time, not one question is answered.

I have asked multiple times for a replacement or for the contract to be cancelled. I have asked for their complaint procedure with no avail.

I am now following citizens advice with a view of taking this issue to trading standards.

There is a simple solution here however it feels the company will do everything in their power to avoid it, the frustration and anxiety this is causing is unnecessary. I am paying for a service which I am not receiving.

I would avoid this company at all costs!

This company literally sent me an empty phone box - and are now effectively accusing me of taking it and will not do anything about it. There are several other reviews on here saying the same thing. Their deals are cheap for a reason. If they are buying a bulk load of phones cheap and can sell them cheaper than anyone else then they were probably cheap for a reason.

Also they are basically selling you a phone (or empty box) plus a sim only contract which isn’t as straightforward as a std contract from 3/O2 etc.

There’s no such thing as an unbelievable deal.

Also their customer service is terrible. You can’t call them, their email responses are slow, generic and they all seem to come from someone different.

Their response was to wait a month and then say that it’s not their problem, ring the police. I did that but they aren’t going to send inspector morse to their depot are they? It looks like the only remedy left is a trip to the small claims court. What a ridiculous situation for a company with £1bn revenue to leave someone.

I order a phone (no airtime contract), they of course need my email, address, credit card etc. After the order is placed they then say they want me to upload Passport/Driving Licence/Proof of Address. Of course I am now deeply uncomfortable and suspicious.

I phone to query this and am told that there is some "auto delete" procedure - this is not mentioned in any emails.

Anyway, the only reason I tried this company was a slightly shorter lead time. So I have asked for the order to be canceled. Even then they slipped in a request for my Date Of Birth!!

There is something deeply dodgy about this. I am hoping I have not been shammed.

The deals are too good to be true and the staff will treat you like an idiot. I ordered a deal with a switch and received a switch that was not as advertised and had already been opened with parts removed. When I questioned this I was told that they check it before they send it out and that it was normal for parts to be missing. Funny how my phone was not checked. Honestly they must think I'm really stupid. I called and discussed my concerns with them and had them confirm details in email. I was waiting for the new blackberry but I took a downgrade on the phone as it came with a switch that I wanted for me and my family to play together. This company is dodgy and will avoid answering and questions and give you answer that only a simpleton would accept. If you have any brains avoid them.

Do not buy from this company, they do not advertise their products clearly.

I bought a huawei p30 lite new edition phone from mobile phones direct to only find it did not support WiFi calling.

They fobbed me off with excuses and would not take the phone back for a refund. They told me to wait for an update which would enable WiFi calling.

I’ve had the most stressful time dealing with this company and they brought me to tears several times and still now 7 months later I’m still trying to sort this issue and have got no where.

I don’t even use the phone instead I’m using a hand me down phone because I live in an area where I have little or no signal therefore relying on WiFi calling which this phone does not have and I was not aware of this being a missing feature when I researched and bought it.

They misled me selling me a useless phone which they will not find a solution in sorting my consumer rights, instead they constantly blame 02, I feel like a ball in a tennis match being batted back and forth to each company as both will not accept responsibility.

I will never ever shop here again.

Their customer service is awful. I’ve been hung up on I presume because they don’t have a clue what to do about the situation, I’ve beentalked to about waiting for an update and told more stories about having a strengthening sim that will sort all my worries. They said they had called 02 on my behalf and that I was to call them and they were expecting my call so when I phoned 02 surprise surprise they had no idea and said such thing does not exist and will make no difference.

No matter how hard and frustrating it was calling them 100s of times explaining my story to 100s of different advisors, I believed they could help but no they still haven’t and I’ve lost all trust and faith and I really do not want some other poor innocent soul going through what I have as it’s mentally draining and demeaning and has caused arguments between myself and my partner because I’d be brought to tears, feeling down and depressed.

Everyday I just wish for a phone that works. I, nor anyone else should be left feeling this this.

Ordered a new phone which was dropping calls and cutting in and out. Sent it back after a week, received and signed for. Wasn't told to restore to factory settings, they sent it back. I restored and sent it back. They then said they couldn't find a fault and would send it back again. I explained in detail that calls were dropping and cutting in and out. Back to the warehouse who said they 'played YouTube for 30 minutes and it didn't cut out..um...what?

They then said I was outside of 14 days cancellation policy.

Zero customer service, poor attempt to address the issue and send a replacement phone, trying to avoid (by delaying) me cancelling my contract. I would not recommend using this company. You've been warned. Once they have your money, a manager is never around and you will spend hours talking to customer service call centre.

Mobile Phones Direct - DO NOT respond again saying how sorry you are to hear of my experience and what my order number is. This is a useless public platitude.

No stars avoid company at all costs absolute diabolical customer service

I bought an iPhone 7 just over 1 month ago n it won’t connect to WiFi now have Factory reset and network reset with Apple the problem is WiFi antenna hardware inside phone that needs repairing or replacing

this company only give u 30 days warranty for repairs replacements or to return n send u to Apple then who would repair but charge me up to 286 for it aswrk as pay the remaining 23 months of my contract aswrk as phone calls to sort out over 4 hours on phone passed from pillar to post no one wants to help or resolve issues just fib u off leave y on hold disgusting customer service and care I have worked in this sector for over 15 years and worked for Big providers such as Argos and mobile phone company’s o2 and Tesco mobile and have never had such a bad experience as a this avoid at all costs.

Terrible. I am not sure why they have had good reviews. I purchased a phone from them that didn't work. They asked me to contact Three. Three could not connect me either and said the issue lay with Mobile Phones Direct. Each time I contacted Mobile Phones Direct they passed the buck. Be very careful when dealing with them, or considering them. They are not regulated by Ofcom and can slip through many nets. I got charged for a phone I had returned within 14 days and continued to get charged for 3 months! Avoid at all costs. The offer is also not the amount you pay. Lots of tricks used by this company to entice customers but not reliable nor do they offer any after sales support.