~MOBILES.CO.UK~ Big time struggle

tommyJ81

chester52 wrote: »

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.

I recomend u to cancel this contract and go directly with network. I dont want to go thru this ever again.

chester52

Thanks everyone.

I finally got an email from customer services last night (24th), after waiting for 2 days, and they mysteriously advise that they have had the phone returned to them and have cancelled the contract - without explanation. They also state that Royal Mail have no record of the package. Amazing since they told me it wasn't being sent until the 21st. Blatant untruths? I wonder if that's because RM never saw it!

They said I would have to re-apply - NO CHANCE!

What a useless company. I copied ben at mobiles.co.uk in on my reply but he's off work due to ill health.

Lucky escape I think. Saves me the job of cancelling just hope they haven't taken the money - if they have it will be a chargeback on the credit card.

My advice to anyone else is Avoid mobiles.co.uk - it's bad for your stress levels.

TREVORCOLMAN

Perhaps Ben has gone on holiday with Bill and Weed?

http://www.youtube.com/watch?v=YOv2cUv4gcU&feature=related


:rotfl:

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 ????

Just a quick update on my case. I have ask Mobile.co.uk to cancel my contract refering to
clause 11.5 of Consumer Protection (Distance Selling) Regulations
2000, Where Any consumer have right to cancel any contract within 7 days after recieving goods ordered on internet. And there reply??????
Unfortunately, we are unable to cancel a contract witch is out of 14 days.
Another disgracefulness from this company. They no just lie to there customers but not respecting EU Law. I had enough.

Quentin

Make sure you keep copies of all correspondence with them, together with your proof of delivery on Sept. 22nd. Especially your letter requesting cancellation as per the DSR.

From what we have learnt, they aren't too helpful when it comes to returns!

alnsv1000s

The misselling that you are all receiving from mobiles.co.uk is a blatent breach of Ofcom's guidlines called General Condition 23 which came into force as of 16th Sept 2009

Contact Ofcom to complain about the service you are receiving and they will follow it up with the network. The networks could be fined 10% of their turnover for allowing persistant misselling by any retailer that trades with them.

If enough people complain to Ofcom something will have to be done.

tommyJ81

tommyJ81 wrote: »

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

Hi
Just to give u a update on my case.
Tried to cancel my contract with them several times twice via e-mail and three times on phone. All with same answer. Out of 14 day period.
Spoke to Consumer Direct today and they advise me to sent recordet delivery letter of cancelation to Mobiles.co.uk. done today.
Will update in week time.

Silk

tommyJ81 wrote: »

Hi
Just to give u a update on my case.
Tried to cancel my contract with them several times twice via e-mail and three times on phone. All with same answer. Out of 14 day period.
Spoke to Consumer Direct today and they advise me to sent recordet delivery letter of cancelation to Mobiles.co.uk. done today.
Will update in week time.

Hi Tommy,
Have you returned the phone with the letter of cancelation ?

tommyJ81

Silk wrote: »

Hi Tommy,
Have you returned the phone with the letter of cancelation ?

No. but I have requested a retun reference number. It is in T&C that u need ref num for return

Silk

tommyJ81 wrote: »

No. but I have requested a retun reference number. It is in T&C that u need ref num for return

Hi tommy,
Thats just a ploy to waste time so that you run over the 14 days etc.
You don't need a returns number to send it back just return it recorded del. with details etc and make sure you send a copy of the returns to Orange cancelling the contract.