Buymobilephones.net - Beware Unbelievable Customer Service!

Simon7685

This is my first experience of upgrading my mobile contract, after gathering lots of advice, mostly from this forum. If only Buymobilephones.net were as good as this forum there would not be a problem..........

I contacted them on 01 July about the phone and deal I wanted (Galaxy S4 mini T Mobile upgrade). I was told on live chat the phone was in stock and would be delivered the next day.

Later that night I got an email saying the phone was out of stock! Not very happy I checked the website the following morning to see it was still being advertised as in stock for next day delivery. So I rang them, the upshot was that they said there were problems with the website updating, the phones were o/s but I could get it by the end of the week but they were not commiting to that it was just a maybe.

So I thought ok I would run with it for now. On Wednesday I noticed that the website was still advertising the phone as being in stock, so I emailed to see if they would be sending my phone.

I received the following reply;

Hi Simon,

Thank you for your email.

We currently have no confirmed date as to when your phone will be in stock. But please be aware this does not mean the delivery day is far away. It just means we don't have an exact day as to when we will be receiving stock of the handset of your choice.

If you are unable to wait and wish to change the handset, we are able to amend the order for you for a handset we do have available. Please simply call our Sales Team on 08000 087 272 and choose option 2 to discuss your options.

If you have any further queries please feel free to contact us at [EMAIL="enquiries@buymobilephones.net"]enquiries@buymobilephones.net[/EMAIL].
Alternatively, please visit our Help & Support pages for answers to all your queries.

Sincerely,

Joe
Customer Service Advisor

I checked the website again this morning, to see they were now saying it was in stock and delivery would be 1 to 2 days. So ever the optomist I emailed them again asking about my order, I got this in reply;

Hi Simon,

Thank you for your email.

Please accept my apologies for the delay with your order.

Due to a very high demand there is a shortage of stock.

We are receiving small deliveries all week and we aim to process your order as quickly as possible.

Again I apologise for the delay and appreciate your patience.

Sincerely,

Julie
Customer Service Advisor

Not content with that as they were still not committing to a timescale, I contacted them again asking for something more definitive as if they were getting stock every day they should be able to give a timeframe for a delivery. Which is what they state they will do in their T&C's. I also pointed out that as I had been lied to when I was told that the phone was in stock on online chat I was not very happy, as the operator had said she had checked. I got a reply within minutes saying;

Hi Simon,

Thank you for your email.

In regard to your query about your order, when you placed the order online, Paige verified that we had stock available, however, on processing the orders received the Stock Team advised that the handset was now out of stock.

This was due to the high demand of orders placed for this handset.

This has caused the slight delay whilst we await for the delivery from our suppliers.

At present, I am sorry I cannot confirm a date for delivery for you as I do not have this information available. This has not been provided to us by the supplier.


If you have any further queries please feel free to contact us at [EMAIL="enquiries@buymobilephones.net"]enquiries@buymobilephones.net[/EMAIL].
Alternatively, please visit our Help & Support pages for answers to all your queries.

Sincerely,

Julie
Customer Service Advisor

I still wasn't happy as I felt that I was being fobbed off and the website was STILL saying it was in stock for delivery the next day.

So I decided to go back to the website and onto live chat again where I said I was interested in upgrading on T Mobile to the S4 mini and if I did it, was the phone in stock and when could I expect to receive it.

To my complete amazement I was told the phone was in stock and if I upgraded this afternoon the phone would be with me tomorrow guaranteed delivery. She then offered to do it all for me online there and then. I declined and ended the chat having printed out a copy.

I rang customer services and asked when I could expect to receive my phone ordered on 01 July. I was told it was o/s and they had no idea when they would be getting more phones in but they hoped to be able to send my phone in about 7 days but it wasn't guaranteed.

So I hit her with the online chat I had just had and asked for an explanation. she could not give me one. She said they had been having problems with the website updating ealier this week but that was supposed to be sorted out, so I told her it was still advertising as the phone was in stock for delivery tomorrow, so they were falsely advertising for a start and whilst they may be having issues with the website, that did not account for what had just occurred on live chat. She said she would make sure it was lodged as a complaint and get it passed to a manager to sort out. I told her I was not happy they had repeatedly lied to me as a customer all week and I was thinking about compaining to trading standards over it all but in the meantime, I wanted my order cancelling as I was no longer prepared to give my business to a company that had blatantly lied to me.

So she cancelled the order and sent me confirmation of it via email. All in all that is my first experience of upgrading and after it all I still don't have the upgrade I wanted.

Annoyingly they were the cheapest for the deal on that handset by quite a bit but I can't deal with a company that lies to me, so it is back to the drawing board for me now. If they had just been upfront about things in the beginning and said it could be a week until we have stock due to demand, I could well have accepted it.

So if you are thinking of using buymobilephones.net please be carefull and don't necessarily expect to get what you want in the timeframes they tell you.

For me its back to E2Save I think as they have been really good throughout my first contract.

HoofeHearted

You are not the only one with that opinion of them.
http://www.trustpilot.co.uk/review/www.buymobilephones.net

MarcoAita

Same story here..
I placed an order for Galaxy 4 mini +O2 300 on Tuesday 9/7/13 (web site confirmed availability, and received order request confirmation).
The same day I call customer services to enquire about porting an existing O2 number ("you have to ask O2" - fine, but no mention of shortage of handsets). Late that evening I receive a "stock alert" message saying I passed the initial credit check but the handset is not in stock (web site still report hanset in stock)..
On Thursday I receive an urgent message asking to call customer services.. The salesperson I am forwarded to asks me again about my existing O2 contract saying that that was the reason why my order was on hold.. I repeate the porting story and ask about the stock shortage. He says the were low but but now the handset is in stock again so everything is ok and I will receive it the next day (web site still reports handset in stock).
Today I stay home the whole morning waiting for delivery, but start getting suspicious and finally call customer services where they say the handset is notin stock. When I protest that the colleague lied to me and that the web site is still reporting it as available for next day delivery I am told that "they cannot be always 100% sure the web site is up to date", that "from the moment the colleague said the handset was in stock and when my order was put forward for processing they might have run out of stock again" and that only when I get a dispatch confirmation email I should expect delivery (so the other guy DID lie to me, right??). Hang up in rage..
Later I call back and cancel the order. They say they will send a confirmation within 24-48 hours (wow! they must have lots of cancellation email to send - probably typing them by hand.. :-), so just to be on the safe side I send a secure message asking for cancellation (after all these lies, would you trust them?). An automated email (ah! they do have automated emails then..) assures me that they will be in touch shortly.. we'll see..

Update: web site reports handset is in stock.. hurrah!!

jaynekennedy

My email to them - shockingly appalling custoemr service!
Bought new phone off you. Its was faulty. Called customer service yesterday and was told send it special delivery including a cover letter and receipt of proof of postage costs and I will be sent a new phone out today for next day delivery and reimbursed asap.
Today I get an email saying phone is out of stock and to allow 3-5 working days (potentially another week). I complain on the phone just now and am told you are sending me a basic phone til mine comes in. And then I will have to pay postage again to return this before you'll send me my phone when it comes in stock. Leaving me without a phone again for 48 hours and potentially with another months wait for payment of postage to be reimbursed as your staff today told me it is 'usually paid at the end of the month'.
Also on the email today saying I will have top wait 3-5 working days for my replacement there was no mention of reimbursing the £6.95 special delivery postage I paid. When I asked on the phone I was told it is 'usually at the end of the month' so no guarantee there. I was told as well to send in the proof of postage again, which I cannot do as it was in the special delivery package I sent with the faulty phone and cover letter - as per your instructions yesterday!!!!
I am so annoyed that I am then again expected to pay out for postage when my phone is in stock to send back the 'basic' temporary phone you are supposed to be sending me.
GET YOUR ACT TOGETHER. IF YOU SEND A BRAND NEW PHONE THAT IS FAULTY, YOU DO THE RUNNING AROUND TO RECTIFY NOT ME!
The above complaint has cost me so far no phone for at least 48 hours twice, 2 x £6.95 special delivery postage (with no guarantee of when I will get this money back!). 1 x 15 minute and 1 x 20 minute 0844 phone call, and the agro of having two young children with no method of communication!
Please can you help as your staff have been less than useful!!!

DLiquidator

They're pretty shabby on processing cashback claims too.
Ensure you send claims recorded and follow up if you don't get a cashback confirmation email.
I've had to get onto them on several occassions.
We've 2 phones on identical contracts and this has really highlighted their slopiness in claims handling.
One has had claims acknowledged, the other hasn't. On acknowledgement they inform you you'll be paid within 56 days, yet for the other claim on pursual we are also advised it will be 56 days from them confrming the claim rather than receiving it, thus we have a number of weeks difference despite claims being received on the same day.
Won't be upgrading with them - idiots.

mobilejunkie

Good luck with finding a more efficient company as far as cashback is concerned. Although they pay much quicker, CPW - the main alternative nowadays - is just about as unreliable as it can get and far worse than this dealer. The main advantage with them is their size, so they are somewhat safer if/when you need to use the legal route to obtain payment.

Amer_A.K.

Don't be fool and sign any contract or order any mobile phone with Buymobilephone.net or Buymobile.net, they are the same crab company, first I had to wait about a week for a mobile phone (iPhone 5 C) supposed to be delivered the next day, then I cancelled my order after I discovered their lies especially when they are selling mobiles and taking your direct debit details, credit card details, and most importantly, credit check your file which affect your credit score.:mad:
First, they asked me to wait a few more days and blamed the post, but after a week which was 5 working days they admitted that the mobile was not sent and it was out of stock.

Unfortunately, at the time, I had another order with them but I didn't arrive to the time of start claiming the cashback claims so I wasn't aware of their real problem yet when I replaced my second order, which was the iPhone 5 C, but luckily I cancelled the order after being out of their stock.
However, it did affect my credit score, but my biggest regret from ordering from them was when I had to chase three out of five cashback claims even after more than their 8 weeks waiting after I receive confirmation emails each time that my claim was successful but the money never showed in my account until I complain, and the last claim I claimed on the 29 April 2014, was never paid even I received a confirmation email that the claim was successful on 21 May 2014 and today is the 6th of August!!!
My emails for the last claim were completely ignored, no apology or any explanation, and of course no money.
If you want to be a fool and experience what I did then go and order from them, otherwise take my advice and try e2save due to the ability to claim for your cashback claims online without any post or cost and most importantly, your claim will be confirmed in 2 days and the cheque will arrive by post within 2 weeks.:beer:

supersaver1000

Same here they are a nasty piece of work from all accounts on here. I'm going to take the legal action recommended by mobile junkie now that I've found some time to do that.

jnm21

I have to agree with most of the sentiments on here - I would certainly not recommend A1 comms (there are dozens of trading names - google their post code - many highstreet names crop up on various white label sites). That said I would consider buying from them again for a stonking offer (especially if no cashback or only auto-cashback involved).