mobiles.co.uk

I have been with O2 for years and decided to take a contract through mobiles.co.uk due to the great offers with orange and the amazing free gifts.

The phone I ordered came as stated, the next day. After 3 days there was a fault with the phone. I called their returns line only to keep getting cut off due to their not being any lines available.
When I finally got through after 40 minutes, it took 23 minutes of hold time in their queue. I was told there was only one gentleman on the returns line.

They advised me to pack up and send back, including sim and gift. This was an issue for me as I had ported my number over from o2 as I'd had it for years and wanted to keep it. I was told I couldn't - which i later found out I could have ported my number to a pay as you go and then transfer it back to my new phone once I ordered it. I sent the items back on special delivery (they advised they would refund the £21.00 it cost to send back).

I phoned the following day to order my new one and it arrived perfectly the next day. Great service if you want your phone quickly. I then tried phoning them to get my refund for postage - 35 minutes in the queue after waiting 70 minutes to get a line through to them.
Numerous unanswered emails - it's like they cherry pick what they want to answer as I had replies off more recent ones than older ones with complaints. The lady who answers emails has a signature of supervisor but she obviously lacks experience and customer service skills. She also does not know how to use spell checker or acknowledge my frustration with an apology.

When I phoned orange to check my contract I was told I was paying for two. Mobiles.co.uk had not cancelled my faulty one. When I phoned them - yes, another hour wasted getting through to them - I was told that it could take up to 14 days for them to cancel the contract with orange - so I could be paying for 2!!!

Yes, mobiles.co.uk are very good in getting the phone to you but when it comes to support, customer service and complaints, they simply don't have the time, they are too busy ordering phones for you for the next day. A awful experience.

UPDATE NOvember 2008 - still no joy with cancelling my other contract. I now have an official complaint with one of the supervisors there. It seems they like to promise to call you back when you've waited in a queue for ages and then you never hear from them.
I would recommend anyone wanting less stress in their life, not to buy a phone through this company. I also still haven't recieved my refund for postage or my automatic cashback.
I have contacted trading standards and ofcom

UPDATE February 2009 - I have now received 2 cheques which cover but no letter of apology or phone call.