Mobile Phones Direct 'Free Gift'

c00l · 9 September 2019 at 4:19PM

In July I ordered a new handset & contract through mobilephonesdirect.co.uk

A key part of the offer was that I would receive a free gift.

Before I ordered the phone I visited the FAQ to get an understanding of how the gift would be delivered - EDIT: I'm not allowed to post links but you can find it through google/their site - which states that I do not have to claim the gift.

I ordered the phone and received a confirmation of my order, again with wording in the email - and also in the attached MobilePhonesDirect Terms & Conditions - that confirmed the gift would automatically be sent out 15 days after receipt of the handset.

Having not received anything, I have now contacted them via Online Chat, only to be told that the free gift for this offer was provided by a third party and that I had to claim it within a certain time frame which has now passed.

I explained that I was never made aware of this, with all information that I read confirming the phone would be automatically sent to me - including in the MPD Terms & Conditions emailed to me!

The customer services rep posted a clause from somewhere (I'm not sure where) that stated I had to claim this myself. The customer service rep was very unhelpful overall, and after they ended the chat I have lost access to the log.

Has anyone else had an experience of this? I have found the entire process completely misleading and whilst not the sole reason for the order, the gift was one of the deciding factors. I now feel cheated and completely fobbed off.

Do I have any means for recourse?

Thanks in advance and please ask if anything is unclear.