How on earth are they MSE's No:1 choice?

Phil_James_2

I am absolutely baffled how Lebara are MSE's mobile SIM company of choice.

I applied for a SIM only contract several weeks ago, and was promised Royal Mail 1st Class delivery. When the card did not arrive, after five days, I contacted their 'CHAT' facility and discussed my problem. I was promised delivery within the next 24-36 hours.

Fast forward one week, and the card had still not arrived. I contacted them again, this time by telephone, I was offered yet another delivery promise, but instead, I chose to cancel the order.

Prior to this latest communication, I viewed the reviews on 'Trust Pilot', and was surprised by so many negative comments.

This certainly a company who needs to seriously improve their standards, or suffer the inevitable consequences. I also suggest that MSE should also reconsider their recommendation of said company.

oldernonethewiser

They offer excellent prices for their plans, that's what drives the scores.

Phil_James_2

Yes, but they don't deliver their promises?

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81869598#Comment_81869598

aka cheap

Woodstok2000

https://forums.moneysavingexpert.com/discussion/6653754/how-on-earth-are-they-mse-039-s-no-1-choice

Are you sure youre looking at the right company on trustpilot? They look pretty good to me, especially compared to other mobile companies (O2 average 1.2, EE 2.3, GiffGaff 3.8).

I've used Lebara are lot and never had any issues - maybe yours is an isolated case?

Phil_James_2

https://forums.moneysavingexpert.com/discussion/comment/81869665#Comment_81869665

Yes, I am definitely looking at the correct company my friend …. please may I suggest you look at the 1* section, the first six pages are all negative reviews from 2026. 😉

born_again

https://forums.moneysavingexpert.com/discussion/comment/81869604#Comment_81869604

You mean RM can not deliver the post… These companies do not send a staff member out to deliver a SIM. They rely on 3rd party companies.

So how do you know that they have not sent them out?

Phil_James_2

During my last conversation by telephone, the operator openly conceded that the SIM still hadn't been dispatched, and offered to arrange its' delivery, to which I requested cancellation of the order. I know we accuse Royal Mail of many faults, but the item has to be dispatched/posted before we can issue blame on them … don't you think? 😉

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81869702#Comment_81869702

If you only look at the 1* reviews you'll get a very one sided picture.

In 2026, they've had 2449 reviews, 2312 (94%) of those are 4 or 5*. So maybe your experience, as frustrating as it is, is not an accurate representation of their overall service levels. That would explain why MSE continue to have them at or near the top of their recommendations.

ButterCheese

You have to look at and consider reviews with a bit of common sense. It's well known that people who've had a bad experience are more likely to leave a review than those who have had no problems. So the scales are already weighted in favour of bad reviews. The fact that the 5* ones vastly outweigh the 1* is a very good indicator. Also some people will just complain at everything, if the SIM arrived the day after they were expecting it, they'll leave a 1* review.

Secondly, the company can only rely on the courier company to do a job, they have little control once the SIM card has left their hands. Recent storms and heavy rainfall has affected all deliveries. Even if that wasn't the case, you have incompetent and slow employees in all walks of life who don't care about your parcel, which Lebara have no control over.

I haven't used them before but I do have a contract with IDMobile who are another budget offering (using 3 Mobile network) and I've had no problems whatsoever. And I pay half as much as similar offerings from O2, Vodaphone etc.

Phil_James_2

Thank -you all for your advice … I bow to your unbounded wisdom. 😉😉