Fast ordering , good deals and exactly what I was looking for. Website easy to navigate only down side is when you give them a number to keep you updated they dont use that one for delivery, unable t... See more
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Phone arrived & all well. I had to spend quite a while on phone to O2 to get number transferred - I had existing contract with them. Your order form could do with an option to cover this as I was chan... See more
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There was no communication between the seller and the customer. The order was supposed to be delivered the next day, but it didn't arrive until four days later.
Company replied
I upgraded 2 phones through Mobile phones direct as they gave better offers than going direct to O2 (£20 less a month & a shorter term contract!). The process of upgrading was simple. The security... See more
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Company details
Written by the company
We’ve been helping over 1.5 million customers get the best deal on their dream phone since 1992. As one of the leading online-only mobile phone retailers in the UK, we work with three of the largest networks to find you a great price on big names like Apple, Samsung, Huawei and Sony. Not to brag, but we’ve also won What Mobile’s “Best Online Retailer” for seven years running, and Mobile News Awards’ “Online Retailer of the Year” for six, so you know you’re in good hands. Interested? Head over to https://www.mobilephonesdirect.co.uk and see what all the fuss is about.
Mobile Phones Direct
Written by the company
Contact info
United Kingdom
- 0345 470 4000
- www.mobilephonesdirect.co.uk
4.3
Excellent
91K reviews
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Shockingly bad delivery experience – still waiting for device
I ordered a phone and new contract with Mobile Phones Direct on Monday as my old phone is broken and very much on its last legs and barely usable. It was tracked 24 delivery with Royal mail so meant to arrive Tuesday. On tues I didn't get any tracking details, so phoned MPD to get the tracking number. This showed the item was received at London Central MC at 5am on Tuesday and would be delivered that day. It wasn't, and on Weds no further updates had been made to the tracking, so I called. They said to call back the next day as they could only look into it once 48 hours had elapsed as it may still arrive. It didn't arrive, so I called on Thursday, as advised, but they said I had to wait until 7 days had elapsed at which point they would open an investigation which could take up to 30 days. They stated they would not send me a replacement phone until the investigation was over, but that it would probably still arrive within the 7 days.
The next day (Friday), my new contract provider ported over my number to my new SIM (which I have not recieved), so I was unable to use my old phone at all, so I had to spend ages on the phone to them trying to sort a replacement. I then called MPD again to express my dismay at their poor service, and my unhappiness of the prospect of waiting 5 weeks without a working phone, despite paying for the contract and some money upfront for the device. They stated they still had to wait for the 7 days before they could do anything, but that I was misinformed before and that a replacement would be sent after the 7 days, not after the 30 day investigation following that period. I asked for this to be sent in writing as I have been told different conflicting information each time I've gotten in touch, and was assured they would email me this info right after the call but surprise, surprise, they have not. I had previously asked to be contacted re my complaint by someone more senior, which they said would happen in 24-48 hours, and also asked them to change my contact number to a different phone number (my partners) so they could still get in contact now my old sim no longer worked and was told they would and I would be contacted – again, I wasn't.
Well, it's been a week and still no update since it was received on Tues by Royal Mail. I have no idea where I stand, and have had to spend hours on the phone to both MPD and the new provider trying to sort this out, and still don't have a full resolution. The customer service has been terrible, contradictory, confusing, and time-consuming. I am extremely unhappy with this service.
10 August 2026
Reply from Mobile Phones Direct Ltd
Good afternoon Elara,
Thanks for taking the time to leave us a review. I’m sorry you’re not completely happy with your experience so far. We always like to give customers the best experience, so let’s try and resolve things for you.
Having reviewed your order, it appears that your handset was unfortunately lost in transit with Royal Mail, as there were no further scans recorded on the parcel after it entered their network. While we appreciate how disappointing this was, Royal Mail's process requires a parcel to go 7 days without any tracking updates before an investigation can be formally raised.
As soon as this timeframe was reached, the case was escalated to our team, the investigation was opened, and a replacement order was arranged on the same day. I can also see that your replacement handset has now been successfully delivered.
In addition, I have calculated the period during which your contract was connected while you were without the handset and have arranged a refund for this time. This will be refunded to your account within the next 3-5 working days and will appear as a payment from AO Mobile/AO Limited.
We completely understand your concerns regarding the conflicting information you were given and the lack of communication throughout the process.
We sincerely apologise again for the inconvenience caused and thank you for your patience while we worked to resolve the issue. We hope you are now enjoying your new handset.
I hope this helps, however if you would like to discuss any further, please feel free to give us a call on 01612 350 558, and we will be happy to discuss over the phone!
Thanks,
Casey
Reply from Mobile Phones Direct Ltd
Good Evening, Archie,
Thank you so much for taking the time to share your feedback with us. We're thrilled to see that your ordering experience was smooth and hassle-free.
We understand the importance of good communication, and our team works tirelessly to provide an easy order process so it’s incredibly rewarding to know that this worked for you, and we appreciate your trust in our service.
If you have any further feedback or require any assistance, please don't hesitate to get in touch. Thanks again for choosing Mobile Phones Direct, we look forward to seeing you again in the future.
Best regards,
Aby
Fantastic always use this company 👍👍I…
Fantastic always use this company 👍👍I would highly recommend
10 August 2026
Reply from Mobile Phones Direct Ltd
Good Evening, Greig,
Thank you so much for taking the time to share your feedback with us. 5 stars is a big deal! We are thrilled to hear that you are very satisfied with our services! Your satisfaction is our top priority, and it's always rewarding to know that we've met your expectations.
We greatly appreciate your kind words and your support. If there's anything else we can assist you with or if you have any further feedback, please reach out to us. We're here to ensure your continued satisfaction.
We look forward to serving you again in the future!
Best regards,
Aby
Horrific experience
Ordered a phone, received the wrong one. OK mistakes happen, but it's how you rectify those mistakes that matter. Wow have they been incompetent at rectifying anything. First of all the collection of the phone took forever, because they gave DPD the wrong information. Clearly it was the info for the person who was supposed to receive this phone, so 1. Kind of a GDPR breach and 2. How could they mess it up that badly since they already knew they'd sent the wrong device. I live in flats so DPD couldn't notify me about this because they didn't have my number, because this company messed up yet another thing. I had to wait outside for an hour to catch the DPD driver just to give it back.
OK so once they've got the phone you're expecting them to sort it. Wrong. I'm still waiting! It's been 3 weeks since this saga began and a week since they've received the phone back, and they still have not sent my new phone. Or maybe they have and I'm not receiving information because they probably still haven't updated anything and they're contacting the person who was supposed to get the phone I got. What a mess.
13 August 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon,
Thank you for taking the time to leave your review. I have tried to contact you via telephone but was unfortunately unable to get through.
We are truly sorry for the mix up with your order and for the frustration caused by the delays and communication issues you experienced. We understand how disappointing this has been, especially when you were expecting a straightforward resolution after receiving the incorrect handset.
Having reviewed your account, I can see that a replacement handset and SIM were processed on 13/08, and the correct handset is showing as delivered on 14/08. If you have not received the delivery made on 14/08, please contact us immediately on 0345 470 4000 so that we can investigate this as a priority.
We sincerely apologise for the inconvenience caused throughout this process and appreciate your patience while we worked to rectify the issue. Your feedback is important to us, and we will use it to help improve our service moving forward.
Kind regards,
Lacy
Bad advertising
Bad advertising.
States next day delivery
Ordered sunday lunchtime received my phone Tuesday
Not exactly next day delivery
Dont advertise next day if you cant for fill the order
17 August 2026
Unprompted review
Reply from Mobile Phones Direct Ltd
Good Afternoon Wayne ,
Thank you for taking your time to leave this review!
I am truly sorry to see your negative response today. We have requested for you to provide us with your order details so that we may locate your account and assist you further.
May I kindly ask that you provide us with this information so that we can assist you further with your experience and ensure we have offered everything within our service to help resolve this matter!
You will have 3 days to provide this information, and if you fail to do so we will require you to contact us directly on 0345 470 4000, or email us through webshop@mobilephonesdirect.co.uk for further review and assistance with this matter.
I hope you have a great day!
Thanks,
Josh
Been with you for many years
Been with you for many years, never had any problems, keep up the good work 👏
16 August 2026
Reply from Mobile Phones Direct Ltd
Good Morning Anthony
We are proud to see you have given us a 5 star review!
I’m glad to hear how impressed you are with our service, it’s always a pleasure working to deliver a great experience for our customers.
Thank you for your time, we look forward to hearing more great reviews in the future!
Thanks,
Josh
Poor customer service ...they offer…
Poor customer service ...they offer free gifts but you have to pay the postage then the managers do not call back....
4 August 2026
Reply from Mobile Phones Direct Ltd
Good Morning, Helen,
Thanks for taking the time to leave us a review. I'm sorry to hear that you're not completely happy with your experience so far. We always strive to provide the best possible service, so I appreciate you bringing your concerns to our attention.
I'm particularly sorry regarding the callback issue. I understand how frustrating it can be when expectations aren't met, and I can confirm that your feedback has been passed on internally for review.
In relation to the promotional gifts, these are provided and managed by a third-party supplier. Unfortunately, we don't have any control over any postage charges that may apply as part of their offer.
Thank you again for your feedback. It helps us identify areas where we can improve our service and customer experience.
If you would like to discuss this further, please feel free to call us on 0345 470 4000, and we'll be more than happy to talk through your concerns with you.
Thanks,
Josh
Placed order still no order delivered 9…
Placed order still no order delivered 9 days later tried contacting all they say is wait another 5 days
9 August 2026
Reply from Mobile Phones Direct Ltd
Good morning Patrick,
Thanks for taking the time to leave us a review. I’m sorry you’re not completely happy with your experience so far. We always like to give customers the best experience, so let’s try and resolve things for you.
Upon reviewing your order, I cannot see that we have had any direct contact regarding this matter. I can confirm that the handset was returned to us after delivery attempts were unsuccessful. The device was delivered back to our warehouse this morning and can take up to 4 working days to be processed through our returns system.
Once processing is complete, the handset will be re-dispatched to you via Royal Mail.
We apologise for the delay and any frustration this has caused and we appreciate your patience while we work to get your order back on its way to you.
I hope this helps, however if you would like to discuss any further, please feel free to give us a call on 0345 470 4000, and we will be happy to discuss over the phone!
Thanks,
Casey
Exceptional service
Exceptional service. I rang up and explained I didn’t understand something they answered instantly and they made sure I did. I was a little upset and they rang me back to check on me. Stunning.
Great prices and deals too. Would recommend and use again
8 August 2026
Reply from Mobile Phones Direct Ltd
Good morning Kate,
Thank you so much for your wonderful review. We're delighted to hear that our team was able to explain everything clearly and provide the support you needed.
We understand that some situations can feel overwhelming, so we're especially pleased that our follow-up call helped reassure you and made a positive difference. Providing clear, compassionate service is incredibly important to us, and it's fantastic to know that this shone through in your experience.
Thank you again for taking the time to share your feedback. We truly appreciate it and are always here if you need any further support.
Kind regards,
Casey
Very efficient and quick delivery.
Very efficient and quick delivery.
Would highly recommend.
6 August 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon Robert,
Thank you so much for taking the time to share your feedback with us. 5 stars is a big deal! We are thrilled to hear that you are very satisfied with our services! Your satisfaction is our top priority, and it's always rewarding to know that we've met your expectations.
We greatly appreciate your kind words and your support. If there's anything else we can assist you with or if you have any further feedback, please reach out to us. We're here to ensure your continued satisfaction.
We look forward to serving you again in the future!
Best regards,
Josh
Professional
The order process was made very clear and accessible, and prompted delivery
7 August 2026
Reply from Mobile Phones Direct Ltd
Good Morning Martin
Thank you so much for taking the time to share your feedback on Trustpilot! We appreciate your support and are thrilled that you had a positive experience with us.
Your satisfaction is our priority, and we always strive to provide the best possible experience for our customers. We would love to hear more from you about what we can do better in order to reach that 5-star level so please don't hesitate to share your ideas with us.
Once again, thank you for choosing us and for your valuable feedback. We look forward to serving you even better in the future.
Best regards,
Josh
So quick
So quick. Found a great deal. All sorted whilst waiting for my next meeting to start!!
7 August 2026
Reply from Mobile Phones Direct Ltd
Good Morning
We are proud to see you have given us a 5 star review!
I’m glad to hear how impressed you are with our service, it’s always a pleasure working to deliver a great experience for our customers.
Thank you for your time, we look forward to hearing more great reviews in the future!
Thanks,
Josh
The whole process was quick and easy
6 August 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon Samra
We are proud to see you have given us a 5 star review!
I’m glad to hear how impressed you are with our service, it’s always a pleasure working to deliver a great experience for our customers.
Thank you for your time, we look forward to hearing more great reviews in the future!
Thanks,
Josh
Reply from Mobile Phones Direct Ltd
Good morning Vince,
Thank you so much for taking the time to share your feedback on Trustpilot! We appreciate your support and are thrilled that you had a positive experience with us.
It’s great to hear that you feel our team provided excellent service and your delivery was smooth, as this is what we strive to provide to all of our customers. We look forward to offering more of the same great service in the future!
I hope you’re enjoying your handset. Have a great day!
Thanks,
Casey
Tge service was Great
13 August 2026
Reply from Mobile Phones Direct Ltd
Good Morning Tejumade
We are proud to see you have given us a 5 star review!
I’m glad to hear how impressed you are with our service, it’s always a pleasure working to deliver a great experience for our customers.
Thank you for your time, we look forward to hearing more great reviews in the future!
Thanks,
Josh
Very easy to do and very fast with…
Very easy to do and very fast with purchasing im very well pleased
13 August 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon, Jeanette,
Thank you so much for taking the time to share your feedback with us. We're thrilled to see that your ordering experience was smooth and hassle-free.
We understand the importance of good communication, and our team works tirelessly to provide an easy order process so it’s incredibly rewarding to know that this worked for you, and we appreciate your trust in our service.
If you have any further feedback or require any assistance, please don't hesitate to get in touch. Thanks again for choosing Mobile Phones Direct, we look forward to seeing you again in the future.
Best regards,
Aby
New contract mistake
You've generated a new contract when I applied via the Upgrade section. So now currently I have two contracts with 3 mobile when I only wanted one. What are you doing?? I will call your organisation once you are open at 9am.
12 August 2026
Reply from Mobile Phones Direct Ltd
Good Morning, Gareth,
Thanks for taking the time to leave us a review. I’m sorry you’re not completely happy with your experience so far. We always like to give customers the best experience, so let’s try and resolve things for you.
I am sorry to hear that you have ended up with two contracts. I have checked the order and can see that this was ordered online as an additional line rather than an upgrade.
This means that you would be assigned a new number, but it would be linked to your existing network account. To keep your number, you will need to speak to Three and see how they can assist with this. They will either be able to move your number internally, or assist with a triangle port.
I hope this helps, however, if you would like to discuss any further, please feel free to give us a call on 0345 470 4000, and we will be happy to discuss over the phone!
Thanks,
Aby
4th purchase from them
This is my 4th purchase from them. Great priced contract phones with a speedy delivery service to N.Ireland.
More than likely will be back in the future as the mobile companies never seem to want to keep their customers directly.
5 August 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon, Ross,
Thanks so much for taking the time to leave us a review. We're delighted that you had a positive experience with us and that your order was delivered to you fast.
At Mobile Phones Direct, we understand the importance of timely delivery, especially when it comes to mobile phones, and we make it a priority to ensure prompt shipping.
Happy customers are our ultimate goal, so we appreciate your trust in us. Should you need any further assistance or have any questions, please don't hesitate to get in touch.
Thank you again for choosing Mobile Phones Direct. We look forward to serving you in the future.
Best regards,
Aby
Never again
The ordering part went well, the delivery part did not go well. Shortly after ordering I received an email saying the order has been despatched and I would receive tracking details from the courier. It was not stated who the courier was. At no time has a courier contacted me about this order. 4 days after placing my order I thought I had better contact the company to find out when I would get my phone. I did this by email. I eventually received a response telling me that the phone had been delivered 2 days previously and providing a picture showing where it has been delivered. This picture is not of my house and does not show any parcels. I can of course show anyone the picture so they can assure themselves I am telling the truth. I have emailed the company saying "not my house" and asking them to cancel the order immediately. Later I received another email insisting that the item had been correctly delivered and locating the delivery address as a small beauty business. I replied by saying that I live in a private home not a business. I further investigated and discovered that although the 1st line of our address is the same (I have an extremely common street address) the beauty business is in the next village 1 mile away and has a completely different postcode. This company has employed an unknown courier who has delivered an expensive item to the wrong address without double checking they have given it to the correct person. This is not the behaviour of a reputable business. I have dealt with this company in the past and found them to be honest and reliable. They are now behaving like a scam company. I have also noticed that there are a few other recent 1 star reviews on here which makes me think something has gone badly wrong with this company. Save your sanity and your money and do not buy from them.
11 August 2026
Unprompted review
Reply from Mobile Phones Direct Ltd
Good Morning, Janice,
Thanks for taking the time to leave us a review. I’m sorry you’re not completely happy with your experience so far. We always like to give customers the best experience, so let’s try and resolve things for you.
I am sorry for the confusion and concern caused by the delivery of your phone. We understand how alarming it must have been to receive confirmation that the parcel had been delivered when the delivery photo did not match your address, and no tracking information had been received.
We're pleased that the phone has now been located and the matter resolved. Following our investigation, feedback has been provided to the courier regarding the delivery process and the importance of ensuring parcels are delivered to the correct address with accurate notifications.
We appreciate your patience while this was looked into and apologise for the inconvenience and worry caused. Thank you for bringing this to our attention, as feedback like yours helps us improve both our service and that of our delivery partners. We hope you're now enjoying your new phone and contract.
I hope this helps, however, if you would like to discuss any further, please feel free to give us a call on 0345 470 4000, and we will be happy to discuss over the phone!
Thanks,
Aby
Great service
All good, easy to upgrade phone on O2 for a 24m contract, which was cheaper than an upgrade through O2?. Process was straight forward with a quick delivery.
Highly recommend and will be doing another phone next month when due.
4 August 2026
Reply from Mobile Phones Direct Ltd
Good morning Jeff,
What a great review! We're delighted to hear that you had a positive experience with us and that you’re happy with your order.
5 stars is a pretty big deal. Our team works diligently to provide the best deals available at all times, so we’re really proud that our service delivered that for you.
I hope you’re enjoying your handset! Have a great day!
Best Regards,
Casey
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