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AIBU?

to expect an online mobile phone compaany to respond to my emails?

40 replies

bombi · 08/09/2010 22:24

I ordered a smartphone from mobiles.co.uk late last Sunday evening.

There website promises, " guaranteed freed next day delivery".

My order was accepted and I expected the phone on Tuesday, being the delivery date after Monday's working day.

I have received two emails from them; the first telling me there was a dely on the order, ( no reason given), and the second saying there were no stocks left but they were expecting some more phones " very soon".

As we are due to go to my step-daughter's for a holiday this Saturday, I emailed them to say I MAY have to alter the delivery address, depending on the dispatch date.



Neither of these emails have been replied to in any useful way, simply acknowledged by an automated emailgiving me a " ticket number " as an acknowledgement.

I ordered with this company as the deal was just what my husband needed and the price was right.

Am I being unreasonable in these days of computerised retailing to expect a company to know whether their stock matches their orders and to inform customers initially that there will be a delay when their orders outstrip their existing stock ?

They are STILL advertising " guaranteed free next day delivery - DHL or Royal Mail ), grrr

(angry).

I don't want to cancel my order as it is just right for my husband's needs.

Have any other Mumsnetters had experience with this company, and did they have their problems resolved satisfactorily please ?

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sheassheas · 09/09/2010 10:28

Never had experience of this company but have ordered from places that promise 'next day delivery' then don't deliver for days (if at all!!) and it makes me furious, IMO they are trading under false pretences just to secure their order. Will avoid this company in future Angry

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KittyLilith · 09/09/2010 10:42

Oh no...I'm getting worried now.
I ordered a HTC Desire from this company yesterday.
I've had an email to say they tried to contact me (which they didn't) and a further email saying that it won't be next day with no reason given. I've emailed twice with no reply saying essentially "you tried to contact me, here are my details, please try again" but have still heard nothing apart from the ticket number response.
I tried the customer service tracking option, but I have no password. The site claims it would have been on the order confirmation (it wasn't). Clicking the forgot password link gives me a message that a replacement password has been emailed but I've done this twice and not had an email.
If I hear anything else I'll post to let you know. Could you do the same?
Hoping the site isn't really dodgy :(

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mrshess · 09/09/2010 11:07

I am in process of taking them to court, they are either a fraud company or they are about to go bust. They wont rond to emails or calls.Check out reviews of this company on review centre.

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mrshess · 09/09/2010 11:11

Have you got a cashback deal with them? If so then you will not get this money back, this is what im taking them to court for.If you can cancel the phone i really advise you to back out now

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BootyMum · 09/09/2010 11:34

If you paid on a credit card you should be able to claim money back from credit card company. Speak to Consumer Direct, they can advise you how to do this.

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sheassheas · 09/09/2010 13:03

Oh Lord Bombi, sounds a bit grim Sad,hope you and the others get it sorted.

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cheeseytoastie · 09/09/2010 13:12

I got a phone off them a while ago. They are part of the Carphone Warehouse group. Last cashback was abysmal to get, ended up emailing some escalation address and they finally sorted it. before that, however, they had been perfectly fine and the cheques came through quickly. I was about to resort to a letter by registered post to prove they got it, so maybe that's an option...

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flossie64 · 09/09/2010 13:18

If you are waiting for mobiles .co.uk , you will never get a response in my experience. they are rubbish . I eventually spoke to someone who did act and their boss emailed me directly to sort problem. If you phone thety will not let you speak to someone superior ( its not their policy to let you )Angry I got very frustarted with them and got trading standards involved. They are part of but completely separate from Carphone Warehouse IYSWIM

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KittyLilith · 09/09/2010 13:28

Flossie do you have a phone number for them? There isn't one on their site.
BootyMum They have my debit card details but I haven't paid anything yet. I haven't got a credit card
I haven't signed up for 'free' gifts or cashback or anything. Just a phone on a basic contract.
I'm just a bit worried about money being taken from my card, or bills arriving when I haven't received the phone yet.

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GingerbreadWoman · 09/09/2010 13:32

KittyLilith their number is 01923 804444, it's option 5 to speak to customer services but be prepared for quite a long wait and 'Sail Away' by Enya on loop!!

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KittyLilith · 09/09/2010 13:39

Thank you GingerbreadWoman. If I haven't heard anything in an hour or so I'll brace myself and try their number.

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flossie64 · 09/09/2010 13:41

Go onto here and put in mobiles.co.uk. It will give you quite a few numbers to contact them. Ask for the problem to be escalated , I thin k the woman I then dealt with was called Debbie, she was the escalation manager. At least she did her job !!

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flossie64 · 09/09/2010 13:43

check they have not set up any D/D .you can ask your bank to stop themand they will be unable to take any money from your account, also make sure you cancel any D/D for their gadget help as it will not cancel automatically

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KittyLilith · 09/09/2010 13:48

Oh thank you flossie I never even thought about the D/D issue.

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flossie64 · 09/09/2010 13:50

Got the name wrong it was Dawn, you definately need her. Good luck .
I will never again buy a phone online it was a farce

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mrshess · 09/09/2010 14:10

Good advice from flossie i forgot about them charging £5.99 a month for gadget helpline which i didnt ask for but they bill you automatically.
I really hope you have more luck than i have had although my issue with them is cashback and they dont respond to recorded letters

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BootyMum · 09/09/2010 14:41

Hopefully your bank should be able to cancel any direct debits for you... Good luck!!!

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bombi · 09/09/2010 17:49

thank you all MumsNetters, what a lot of similar stories to mine.

Thank you Flossie and GingerbreadWoman for the contact phone number and option number and the name of Dawn the escalation manageress.

I have cancelled my order and received yet another automated " Ticket Number" grr! Had that acknowledgement twice for some reason ?

After reading the reviews on the reviews website for mobiles.co.uk ( could kick myself for not looking for them before I ordered), we were very worried we would end up with no phone and an open-ended bank account/credit account grab from their end.

Shall try to get the email address for the CEO Charles Dunstone ( Carphone Warehouse Ltd), will post it here if I get any joy.

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GingerbreadWoman · 09/09/2010 20:50

Charles Dunstone's (Carphone Warehouse CEO)email address is [email protected]. Happy emailing!Grin

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Ilythia · 09/09/2010 21:45

As reassurance I ordered a phone and netbook deal from them recently and it all came through fine. I did order a handset that was ouit of stock but cancelled trhat order and changed it, so that delayed my delivery by a day, but I ordered on the saturday and it turned up on the wednesday with no problems.
I did see the reviews and just didn't choose an option with redemption as that seemed to be where the problem lay.
So don't be disheartened!

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bombi · 09/09/2010 22:06

Thank you GingerbreadWoman, I'm drafting my email to Charles D. now. Unfortunately my DH is really brassed - off with it all and thinks I'm wasting my time pursuing any redress.



However, I'm a firm believer in the combined power of the M/Netters, after all weren't the Main Political Party leaders falling over themselves to be on Mumsnet before the Election in May ?

And, my Moben kitchenhorror story was resolved satisfactorily after the massive pressure of M/N's complaints.

I''ll post when I have some new development.
Thanks for the encouragment, Ilythia but it was a redemption deal, but don't know why they can't deliver a " guaranteed free next day delivery" as per their website, STILL,
under those terms.

Maybe in the very,very small print there is a waiver re this guaranteed next day delivery promise that exonerates them.
as far as I'm concerned they have acted and are still acting fraudulently re this.

I'd be very happy to have a conversation with Mr Dunstone or his head of sales about it and will share with you all.

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flossie64 · 10/09/2010 10:16

you will get a relpy from his PA. They ask you to keep in touch if you do not get your problem resolved.
I CC'd him and OFCOM on my last email to Mobiles.co.uk , funny they acted on that one Wink

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bombi · 10/09/2010 13:08

Flossie , thank you, I've been trying to get a alid contact number since GingerBreadWoman posted CEO's email address. Unfortunately it is longer valid, so more frustration,grrr!

S

but how can I cc Charles Dunstone when I haven't got a current email address, please ?

Have had an automated Customer Satisfaction Query sent to me by " The Mob.co.uk " !!!
Priceless !!!

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mrshess · 10/09/2010 14:03

I just tried that email and it failed to deliver. Do you reckon he has had a flood of emails?

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GingerbreadWoman · 10/09/2010 14:11

Oooops!!!My fault, gave you an old address, try this one, this one does work [email protected], good luck!!

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