mobiles.co.uk's terrible service - where do I stand?

delosfive

After foolishly stumbling into trying to buy a phone from mobiles.co.uk, I read the lamentable level of customer service they offered via other 'review/comparison' sites. Why is it you don't notice these things until they're performing badly?

On Wednesday I ordered a new handset and a contract. No response from mobiles.co.uk

I called a number of times on Thursday for a confirmation of their receipt/acceptance, with no joy. Most of the time the telephone number just rang out, once someone answered and 'appeared' to put the receiver to one side (as I got to listen to endless office babbling but no 'attention').

I wrote to them a number of times and received automated 'ticket numbers', but no resolution. Eventually they contacted me to request my date of birth, which had been provided TWICE before.

Eventually, I told them to cancel my order at 8pm last night, via email. A copy of which was sent to my own e-mail address, complete with time-stamp as proof of sending.

Now, at 1.40pm Monday I receive notification the order has been accepted and has been processed and 'might' be despatched by 5pm.

I immediately wrote back and told them to cancel this, referred to my previous cancellation, the shockingly appalling service and how I would be making it my business to inform Orange (the service-provider) and other would-be customers.

Now I received a message to say its 'too late to cancel' and that the item has been despatched and en-route.

I've written back to say I will not 'accept' delivery, but if I'm not here and the carrier manages to leave it with a neighbour or 'safe place', what are my rights in terms of accepting/refusing this delayed item and the shambolic service which caused it?

Any advice really gratefully received!!

Mobiles.co.uk_company_representative

Hi there,

Could you let me know your order number please? I can look into getting this returned by the courier then.

Thanks
Ben

Silk

Hi delosfive,
It's not a problem if it does get delivered just fire it back to them recorded del.
I would ignore what Ben says and deal with it yourself as he never does what he says he's going to do ............as you have probably seen
The fact that you have cancelled and they have told you it's too late is a load of rubbish as you probably know.
Make sure you don't fall into the pit of waiting for returns instructions and numbers etc as they are just delaying tactics by them to try and get you past the deadline for returning it

Mobiles.co.uk_company_representative

Hi,

Please ignore Silk, the advice/opinions they are giving is not in your best interest and is not correct. If the package has left the warehouse it is too late to stop it leaving the warehouse, obviously, but I can arrange for it to be returned by the courier directly with no need for a returns authorisation (provided we have your email asking for the order to be cancelled).

Regards,

Silk

Mobiles.co.uk_company_representative wrote: »

Hi,

Please ignore Silk, the advice/opinions they are giving is not in your best interest and is not correct.
Regards,

:rotfl::rotfl::rotfl:
It's not in delosfive's best interest to wait for you to do something though is it Ben !!!
All you try to do is delay matters so that it gets past the deadline for returning. What about the staff telling porkies about "It's Too late to Cancel " ?????
Not very honest of them is it :rolleyes:

Originally Posted by Mobiles.co.uk company representative
but I can arrange for it to be returned by the courier directly with no need for a returns authorisation (provided we have your email asking for the order to be cancelled).

So why don't the staff do that when the customer has already cancelled it ??????

Mobiles.co.uk_company_representative

Silk, you have no idea what you are talking about (unless you work here?) so please keep your opinions, guesses and assumptions to yourself, or at least away from me?

If I don't offer to help you attack me, if I do then you attack me. Which way works best for those customers I'm trying to help?

Thanks,

Silk

Mobiles.co.uk_company_representative wrote: »

Silk, you have no idea what you are talking about (unless you work here?) so please keep your opinions, guesses and assumptions to yourself, or at least away from me?

Thanks,

:rotfl::rotfl::rotfl:
Far from it Ben !!
I know exactly what I'm talking about as you very well know and so do others on here
The customer has cancelled the order if mobiles.co.uk still choose to deliver it thats up to them.
If the customer receives an item that has not been ordered he just sends it back to where it came from ....end of story!
He doesn't need returns numbers or permission or anything of the sort ....just send it back.
Now go and tell the staff about the legal requirements for cancelling orders and tell them not to tell porkies

Silk

Mobiles.co.uk_company_representative wrote: »

If I don't offer to help you attack me, if I do then you attack me. Which way works best for those customers I'm trying to help?

Thanks,

OOOOhhh nice bit i see you added on to try for the sympathy vote again
I don't attack you Ben you just think thats the case.
We have all seen the level of care and concern you take regarding the customers so it stands to reason that the customer is best sorting it out themselves.
We have all seen, myself included, that waiting for you to do something is a complete waste of time and going off your past record and the number of excuses you keep giving that it just causes more problems.
So in answer to the question it's best for the customer to sort it out themselves

delosfive

Hi and thanks for the replies (from all parties).

Ben, it's with great frustration that you choose to communicate here, where I am seeking advice from non-party members, yet you fail to communicate either by telephone and by email. Conveniently, you do not comment nor refer to my unanswered 'tickets' nor the diabolical unanswered/connected-ignored telephone attempts. I have made every effort to offer reasonable custom and expect nothing more than appropriate service levels, yet you fail to provide this.

I have contacted the service provider for this package to illustrate the absolutely terrible service you offer and the ludicrous promotion of 'Best mobile seller 2008' (or whatever it is) as a) it's out of date and b) my experience is otherwise.

It really is sickening that companies who have no focus on customer satisfaction try their best to brush things under the carpet and in spite of your generous offer for help (which I'd have liked last week, privately) it is YOUR COMPANY who has led to this more public debacle. Fortunately, I've 9 years experience as a Customer Service manager and I'm both aware of my rights and the way to deal with this without falling for flannel.

So thanks, genuinely I appreciate this isn't of your doing - but I would highly recommend you use this incident to illustrate the failings of your company, perhaps to whoever oversees matters or pays the wages. I'm pretty certain mobile phone providers won't be keen on hearing how you sully their name.

Many thanks,

D

LeeSouthEast

Clearly mobiles.co.uk have never heard of the Distance Selling Regs.. "too late to cancel"?? What a load of nonsense. Thanks to MSE I avoided ordering from them.

Good luck getting this resolved OP.

delosfive

In the interests of fairness & clarity, I think the 'too late to cancel' was more referring to 'cancel the despatch/delivery' and not the contract, as that's not referred to explicitly.

Unanswered emails, failure to address points raised, blatant lack of focus. It's no wonder they're bewildered and matters aren't entirely clear.