We decided a while ago that we wanted 5he particular handsets we chose, however, if that weren't the case, 5heir website is easy to use and intuitive yo navigate. The actual tariff costs were clear... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ease to contact and deals being offered. My wife purchased a mobile phone contract , and except for a slight technical issue with up loading documents ; the process could not of been easier . Conta... See more
Company replied
My son had an issue with his order - the upfront payment had been taken but apparently the order hadn't completed. By the time we chased it up, the deal he'd ordered wasn't available anymore. The sale... See more
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I was looking for a new Samsung S26 Ultra with unlimited data texts and calls, the providers were wanting 70+ a month. I found these guys and at first thought it had to be a scam and I still can't bel... See more
Company replied
Company details
- Telecommunications Service Provider
- Cell Phone Store
- Electronics Store
- Internet Service Provider
- Telephone Company
About Fonehouse
Written by the company
Our team
are all based in the UK and will make every effort possible to understand your needs and
identify a resolution.
We use
DPD's premium next day delivery service to ensure customers receive their handsets
quickly and security.
Established in 1994, we strive to provide our customers, with the lowest price and best
deals across a range of incredible mobile brands.
Fast and
reliable mobile phone repairs. Fonehouse now offer accredited same day phone repairs in
over 50 locations nationwide.
Fonehouse has been looking after customers and their mobile needs for over 30 years.
We continue to offer great prices across New Contract Handsets, Upgrades, Sim Only and Sim Free devices, not only online, but also across our 62 stores nationwide and through our UK based Call Centre.
Our aim is to make your journey in finding your mobile phone solution as easy and enjoyable as possible.......whether that's switching to a new handset & contract, upgrading, trading in an old device, or repairing an existing one......we have the service for you.
Fonehouse... Your Home For All Things Mobile.
Contact info
KTM Online Ltd, Unit 5, Bracknell Enterprise Centre, , RG12 7GL, BRACKNELL, United Kingdom
- 0333 900 1133
- hello@fonehouse.co.uk
- www.fonehouse.co.uk
4.6
Excellent
39K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent Service from Start to Finish
The experience over the phone was very good, and the cancellation process was straightforward and easy to go through. Jennifer was also very helpful throughout the call and did a great job assisting me with my cancellation. She was very informative and clearly explained what needed to be done next in the cancellation process, which made everything much easier to understand.
-Sameer
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Sameer,
We're delighted to hear that your phone experience was positive and that the cancellation process was straightforward. We appreciate your kind words about the helpfulness and clear explanations provided, making everything easier to understand.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Liam was very helpful and friendly
Liam was very helpful and friendly. Helped with any questions I had
Thank you
11 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Jamie,
We're delighted to hear that our team member was very helpful and friendly, and assisted with all your questions. We appreciate your kind feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Really smooth process of purchasing a…
Really smooth process of purchasing a new phone and sim. Quick dispatch and communication.
The only thing i had to do was change my number over which was a bit misleading on the website when i purchased the phone as you enter all these details when you complete the contract, i assumed it was automatically completed.
But didnt impact the overall experience.
2 August 2026
Reply from Fonehouse
Good Morning Danielle ,
We're really happy to hear you had a smooth purchasing experience with your new phone and SIM, and that our dispatch and communication were quick. We appreciate you bringing the number transfer process to our attention. We understand how the website information could have been clearer regarding this step. Your feedback is valuable as we continuously work to improve our customer journey.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Straight to the point.
Well, the customer care person (Michael) was straight to the point. He was equally very explicit and audible. He managed my expectations pretty well and was done pretty quickly too.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Olumide,
We are delighted to hear that our customer care person was able to assist you so effectively. It's wonderful to know that your expectations were managed well and that the service was quick and clear. Thank you for sharing your positive feedback.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
I have just spoken with Joshua Henry…
I have just spoken with Joshua Henry who I found to be very patient, polite and easily understood during the entire process. It is lovely to speak to someone who I can understand, especially as I am one of the older generations who are not just as familiar with all the modern technology
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Lesley,
We're delighted to hear that our team member was so patient, polite, and easy to understand throughout the entire process. It's wonderful to know that you found the assistance clear and helpful.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Smooth purchase
Smooth purchase, quick (tracked) delivery no issues what so ever at all.
25 July 2026
Reply from Fonehouse
Good Morning Ignas,
We're so pleased to hear your purchase was smooth and that you experienced quick, tracked delivery without any issues. Thank you for your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Customer service with Joshua on point
Customer service with Joshua on point ? Straight to the service no games complete sales person thank you M8 ? Well appreciated “ trust” quality God bless you pal kind regards Geo.B 👊.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning George,
We're so glad to hear about your positive experience with our team member! It's wonderful to know that we provided you with excellent service. We truly appreciate your kind words and your trust in us. Thank you for sharing your feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Joshua was very helpful in choosing the…
Joshua was very helpful in choosing the right phone for me today and now I've finally got my upgrade as he sorted it all for me couldn't recommend enough he offered excellence customer service
11 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Chantelle,
We're delighted to hear that our team member was very helpful in assisting you with choosing the right phone and sorting out your upgrade. It's wonderful to know you received excellent customer service.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Excellent call today regarding phone…
Excellent call today regarding phone upgrade. Adviser Anthony Chamberlain was informative, polite and easily understood.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Ryan,
We're so pleased to hear that your call regarding the phone upgrade was excellent and that our team member was informative, polite, and easily understood. We appreciate your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Daniel was very helpful
Daniel was very helpful, answered all my questions and was very professional which made my upgrade to a new phone seamless. I’ll be sticking with fonehouse in the future.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Oliver,
We're delighted to hear that your experience was seamless and that all your questions were answered professionally. We truly appreciate your loyalty and look forward to assisting you in the future.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Top service from kayla
Top service from kayla , she was really helfully 🙏
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Tropoja Tropoja,
We are so happy to hear that our team provided you with such helpful service. Thank you for your kind words!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Reply from Fonehouse
Good Morning Richard,
Thank you for taking the time to speak with us following your Trustpilot review.
Firstly, we would like to sincerely apologise for the experience you have had with us, the courier and the network. This is not the level of service we aim to provide, and we’re pleased that we were able to speak with you directly and work towards resolving the issues you experienced.
As discussed, you requested for your number to be ported to the network again, and they have confirmed via text that the port is scheduled to take place today. Should you experience any further issues with this, please get back in touch with us and we will be happy to raise this with our account manager at the network to investigate further.
We have also arranged a gesture of goodwill, which will cover your first month’s line rental. This should be paid within 3-10 working days.
We genuinely hope that the steps we have taken have helped to improve your experience, and we appreciate you taking the time to speak with us and give us the opportunity to put things right.
Kind regards,
MJ
Service and delivery was quick
Service and delivery was quick. The phone deal was incredible. Very happy. This is my third phone purchase (upgrade) over 6 years with Fonehouse.
2 August 2026
Reply from Fonehouse
Good Morning,
We are so pleased to hear that your service and delivery were quick and that you found the phone deal incredible. It's wonderful to know you're happy with your third upgrade over six years!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Reply from Fonehouse
Good Morning Joanna,
We're delighted to hear that you found a good deal and experienced quick delivery! Thank you for sharing your positive feedback; it truly means a lot to our team.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Outstanding delivery all on time and…
Outstanding delivery all on time and delivery to you outstanding.
1 August 2026
Reply from Fonehouse
Good Morning Rich,
We're so pleased to hear that you experienced outstanding and on-time delivery! We truly appreciate your positive feedback.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Reply from Fonehouse
Good Morning Sean,
We're happy you found our service quick and easy, with good prices and fast responses! We appreciate your positive feedback and thank you.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Very informative and gave us a great…
Very informative and gave us a great deal. We will continue to use fine house for may years
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Lee,
We're so happy to hear that we provided you with valuable information and a great deal! We truly appreciate your continued loyalty.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
The call hander was fully knowledgeable…
The call hander was fully knowledgeable about the product of which i required. Listened to what I had to say, was polite and also engaging. What an absolute delight to of had this lady take my call. Fully impressed and at ease as a new customer. Thankyou.
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Fraser,
We're absolutely delighted to hear you had such a positive experience with our team! It's wonderful to know that the call handler was knowledgeable, attentive, polite, and engaging, making you feel completely at ease as a new customer.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
The phone was supposed to be new but…
The phone was supposed to be new but it’s getting absolutely red hot so hot that I couldn’t keep it in my hand so I’m sending this iPhone back I’m not paying for defective phone
1 August 2026
Reply from Fonehouse
Good Morning Denise,
We’re very sorry to hear about the issue you’ve experienced with your handset. We completely understand your frustration, particularly as the phone becoming excessively hot is not the experience we want our customers to have.
As you’re unable to be without a phone while we go through the exchange process, we have arranged for the handset to be returned once we receive the handset back, we will arrange for the contract to be disconnected accordingly.
We apologise again for the inconvenience caused and appreciate your patience and understanding.
Kind regards,
MJ
Third time upgrading with Fonehouse
Third time upgrading with Fonehouse, always reliable and Nicole was very helpful!
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Millie,
We are so pleased to hear that your third upgrade with us was a reliable and helpful experience! We truly appreciate your continued trust in our service.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
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