~MOBILES.CO.UK~ Big time struggle

tommyJ81

I hope that somebody can help me what to do next.

On 6th Sep I went on Mobiles.co.uk website and ordered a mobile phone with nice plan on Orange for my girlfriend. She liked the phone and price for plan was only 25. Just what she needed.

On 7th Sep she received an e-mail that she was accepted and her order has been sent to warehouse to be despatched. According to there web site, all orders placed before 4pm will be delivered next day. Witch was great as we had some time off work that week so we did not had to worry about any failed deliveries.

As I had very good experience with them processing my order I had no concerns to do one for my girlfriend as well.

All sounds good. BUT!!!!!!!!
As she still not received a parcel on 11th Sep I had to ask what’s happening. So I have sent them an e-mail about my concern.
14th Sep what a surprise!!! Her first bill from Orange. Billing details???
08sep – 09sep 1.70 + VAT
10sep – 09oct 25.53 +VAT
*********My blood is boiling. ******
15th Sep had nice e-mail from customer service advisor, that due to failed deliveries phone will be returned back to there warehouse. As she stated in her mail, City Link had advised her that parcel will be retuned to them on Monday. ( Yes if u reading properly that’s Monday 21st).
Obviously I blamed City Link for lies abut deliveries and mentioned my first bill.
21st Sep I had another mail from this girl with my tracking reference and promise that parcel will be delivered next day. Good stuff. Went on City Link web site and what a surprise. According to there tracking system they received my parcel on 17th Sep. That’s two days after, customer service advisor told me about failed deliveries. Somebody tell me how is this possible???
22nd Sep. As we had City Link`s tracking reference we arranged collection in Manchester depot. So after 14 days we got a phone.
I also had mail from same CSA that she had a chat with her Team Leader and they are unable to offer compensation as failed deliveries and no mistake on there part.
What disgracefulness.
My first direct debit is due on 25th Sep and I am not shore what to do. I believe that Mobiles.co.uk is responsible for giving me wrong information about deliveries and can not set up contract with provider unless phone and sim not received.
Can some van give me a bit of advice.
Thanks

DarkConvict

The contract should not be active until you have activated the sim card. I do not see why orange have started to bill you.

I received my phone on the correct day from orange directly, but i had to register the sim card online at https://www.orange.com/activate before the contract was activated.

Have you spoken to orange to ask why you were charged before delivery had been made?

Silk

Hi Tommy,
Pretty standard stuff from their CS I'm afraid.
The problem is they signed you and processed you when you ordered and thats why you've been billed already. As DC says above it wouldn't have happened if you had ordered direct from Orange or elsewhere.
As many people have found to their cost the only thing mobiles.co.uk are interested in is selling contracts and getting their money from the networks, anything else like customer services and dealing with problems takes a back seat.
I'm not sure what it is that you want advice about because it depends what you want to do about it ????
There only seems to be two choices to me either call it a day and cancel everything and get another phone from a decent company with decent support or accept the situation ????
Trying to get mobiles.co.uk to resolve a situation is just a complete waste of time as you might have already read on here :rolleyes:

tommyJ81

Silk wrote: »

Hi Tommy,
Pretty standard stuff from their CS I'm afraid.
The problem is they signed you and processed you when you ordered and thats why you've been billed already. As DC says above it wouldn't have happened if you had ordered direct from Orange or elsewhere.
As many people have found to their cost the only thing mobiles.co.uk are interested in is selling contracts and getting their money from the networks, anything else like customer services and dealing with problems takes a back seat.
I'm not sure what it is that you want advice about because it depends what you want to do about it ????
There only seems to be two choices to me either call it a day and cancel everything and get another phone from a decent company with decent support or accept the situation ????
Trying to get mobiles.co.uk to resolve a situation is just a complete waste of time as you might have already read on here :rolleyes:

All I wanted was refund of funs from 8 till I recived a phone. don want any more. I jut want to pay for time I can Use the phone. thats all

Silk

tommyJ81 wrote: »

All I wanted was refund of funs from 8 till I recived a phone. don want any more. I jut want to pay for time I can Use the phone. thats all

Hi Tommy,
I understand how you feel but the problem is for the few quid that your out of pocket you would be spending a lot more than that on phone calls and time etc chasing them for reimbursement
Probably best to accept that you've been ripped by them or maybe state your case to Orange and see if they will credit you ????

chester52

Hi,

This is ringing alarm bells for me! I ordered an iPhone from mobiles.co.uk on the 16th Sept. After a small issue with 2 credit card companies blocking transactions to this company. I thought all was going well when we got over this problem (despite being repeatedly told by mobiles.co.uk that it was due to insufficient funds which was not true) and I got a nice email confirming despatch on the 17th Sept for next day Royal Mail special delivery with a useful trackng number.

Well it's now the 24th Sept and still no phone! The track & trace system just keeps telling me to come back later!!!!

Numerous emails have been sent to mobiles.co.uk which to be fair most have been replied to in a timely manner although the information is conflicting at best and less than helpful on the whole. However an email from order processing on the 21st Sept stated they seemed to have had problems in the warehouse and that the phone would indeed be collected by RM on that day for next day delivery. Same tracking number supplied. Same 'Come Back Later' on RM's website! I wasn't filled with confidence.

Well the 22nd came & went - no phone. 23rd Sept - no phone.

Another email to order processing goes off and the reply this time is that it's with Royal Mail and you'll have to deal with them or our customer services! Very helpful.

Of course RM have no information on this and I strongly believe that it has not really yet been despatched from mobiles.co.uk's warehouse.

Unfortunately I am still waiting for a reply from customer services who are supposedly contacting RM! I just want the truth. It's been nearly 2 days now waiting for an answer.

I seem to have insurance and a gadget helpline, although paperwork has come through in the post - just emails.

I have had no info from o2 about any contract or billing so fingers crossed I don't end up with a bill like you for a phone I don't have.

I am seriously thinking about trying to cancel this whole thing and forget about the £60 cashback.

mobilejunkie

Cancel the insurance and gadget helpline regardless of the main problem. If you haven't signed for the phone they can't claim you have it - though experience from other customers suggests you may well end up paying for the contract even though you haven't received the phone. Without a new mobile number the network is unlikely to be able to check. I'm afraid this is rapidly becoming the norm for this company.

£note

chester52 wrote: »

I am seriously thinking about trying to cancel this whole thing and forget about the £60 cashback.

Probably the best idea you ever had.;)

chester52

Thanks mobilejunkie & £note - I am rapidly reaching this conclusion looking at all the other posts regarding this company but wonder how long before they give my £175.19 back! Even if I do get the phone the unwanted extras will definitely get cancelled - but you need a phone number to do that so catch22 at the moment.

Silk

Hi Chester,
If you paid out the £175 via credit card the card company should cover you on that side I would have thought.
O2 were very helpful with me when I had the problems with mobiles.co.uk and don't think that will be an issue

tommyJ81

Silk wrote: »

Hi Tommy,
I understand how you feel but the problem is for the few quid that your out of pocket you would be spending a lot more than that on phone calls and time etc chasing them for reimbursement
Probably best to accept that you've been ripped by them or maybe state your case to Orange and see if they will credit you ????

I have contacted Orange and I am canceling contract with Mobiles.co.uk and going directly with them. no more problems