Phones4u Recensioni 

After years of going back to phones 4 u time and time again I feel done now having ordered an iphone 6 and now not knowing wether or not im going to get my money back. Phone lines are jammed. not happy!

I was called by my local store and offered the upgrade a year early and also told i would get a galaxy tablet free with phone . Well this suited me as my old one being repaired. 28 day later no tablet. So i call up the head office and told another one is being dispatched. 5/8 working days later guess what ? No tablet so i call you up again and im told what ? Were dispatching another one ? Ill beleive it when it see it.i feel ive been lied to and duped into another contract with the offer of a free gift then ill probably never see. sort it out !!!!

my phone had charging problems its been sent away to sony to be repaired they havee informed me its a faulty charging issue i havent been able to charge the phone properly the phone is less than a year old they want to charge me 44pounds to repair it its on the handset so it cant be my fault its stopped charging

Ordered a phone from phones4u. They sent me a used phone.. I'd ordered a white phone but low and behold a box came with all the description etc of white but inside was black phone and a used one at that! They claim they check all there phones on return from customers.

Do they use colour blind chimps to do this then. Anyway complained and got my replacement. This took three weeks.

All in all okay not bad but sending a used phone in the first place and a different colour used phone was a bit inssulting

Hi Sam,

As you can see you left me a reply saying to email you with details which I dually did.. Now in your response you stated you would be back in contact within 48 hours.. That's was 96hours ago and either you've simply realised that you cannot do anything which of course I would have appreciated a courtesy email, or it's simply the fact you reply to posts on this site to appear to be doing something when in fact your doing nothing, so what is it? When will I get a response, or do I have a better chance of finding shergar and Lord Lucan

Regards

I wanted to get a phone for my wife but had 3 months left on her contract. I went to phones4u to get an early upgrade. I said I needed to be bought out of my contract and phones4u said they would do it all for me. They told me I would get an £83 charge for the buy out and £50 charge for the phone but would get £80 back for the S3 (as long as it doesn't have any dents or cracks on screen) and would pay me £50 if I changed number as part of their promotion. They said it would end up costing me £3-4 and wrote the calculations on a bit of paper for me. I said my wife wanted to stay with O2 and he said O2 didn't have 4G in the area and wont for 8 months. I thought this was a good deal so went for it 2 days later

I was told that I would only get £30 for the phone as there was a small mark on the camera lens. He told me i'd get the £80 unless it was in bad condition. The phone was in good condition and the scratch was nothing. His wording wasn't accurate and my decision was based on getting the £80 back. I did accept the trade in though.

He told me there were no hidden or upfront charges on Saturday. Today he told me EE charge the first month in advance. I wasn't told this previously and only told me right at the end. It would have been a great waste of my time as I only had cash in the bank by chance.

He then told me I had to go onto the EE website to transfer the number across to claim the £50 back. I was told that this would be taken off the total. I later learned that I had to phone O2, get a PAC code then contact EE then wait between 24-48 hours before it transfers. He said none of this until i'd agreed the contract.

I wasn't happy but I promised my wife a new phone before she started work so I signed up. I left the shop trying to find the writing on the contract that showed the cancellation of the contract from O2. There was nothing, the guy in phones4u said he would sort me out an early upgrade.

I rang the store asking for the sales assistant and he was talking to another customer. I asked his colleague to look into it and he said he would call me back as soon as he is free. Believe it or not he never rang back. I had to contact O2 via another device as they had my wifes old phone. They told me they had no Authorisation to cancel my contract.

I am going to get a refund tomorrow as im not happy with the service. I have been lied to and misled. He talked to me for over an hour before he mentioned the proper process of the procedures and his information was incorrect and misleading.

We have had the worst experience ever. Finally after 4 days of not having a working phone, EE have helped me out with a new phone and working sim. Stay away from phones4u you'll be better off going to the specific network shop

Ordered iphone 5C 16GB online, instead iphone 5C 32GB meaning I've to pay more money though clearing several times that this was not the order placed. On top of it all the colour, you be satisfied to know is the only thing correct about the order other than the brand but the phone does not work properly. I can not complete the basics such as texting and calling. Also the first bill was supposed to be paid off by them because the phone arrived late. But each time I call customer service persons claim this not on the reference. Vodafone however have been helpful in trying to help me connect to the internet but there's not much they can do because I did not purchase the phone from them.

Was looking for 2 sony z1 compacts to buy sim free. No shops seemed to have a pair in stock one black one white and all around £379. Phones4u sold them at £320 instore and £310 online. Ordered them at 2pm and had them at 11am next day.
Have read some sketchy reviews but so far I'm impressed!

I went into your plymouth city centre store with my cousin recently for her to enquire about a contract as she had lost her phone. She had 10 months left on her previous contract and yet had it bought out there and then. Whilst in the store I enquired about having my contract bought out as I have constant issues with my phone and service from EE and was told we can't do it for everyone, you'll have to put up with it a few months longer as theres too long left on your contract. I have 8 months left and im told you can't buy it out, my cousin had 10 months left and hers was done there and then. How is that fair and acceptable customer service, its disgraceful!!

I switched from 02 to ee through phones 4 u with whom I had a business plan with when I went inti phones 4 u I explained I wanted the same type of contract with a new phone I was informed that they no longer sold for 02 but ee did a contract the same with better signal in the area with a sony xperia z1 compact I agreed to the contract. when I got the phone home it wasn't picking up signal or internet properly after a day or so I rang ee who said it can sometimes take a while for a new phone to pick up signal it then lost all internet continued to drop calls and not receive call all while having no internet. I have rang customer services numerous times trying sim swaps sim replacements full system resets and having to takes time off work to travel to phone 4 u store ee have acknowledged that the phone is not doing what it is supposed to I then receive a bill for 80 pounds over treble the contract price I then receive a bill for 150 pound the phone has had to be sent off for repair which was supposed to take two weeks maximum it has now been three weeks with no phone no idea from visiting your store in Carlisle when I will receive it back after receiveing no help what so ever the twice before I visited them with the phone

When I entered the store, there was 2 other people already waiting to be served. I spent 15 minutes waiting to be served after entering the shop in which that time the two people before me already waiting left stating they had been waiting quite a long while . I too was completely ignored by the staff in the store as they were serving other customers, so I asked about the phone I wanted to buy when the customer she was serving went to go get something from her car she had parked outside. I wanted to buy a phone. Would have took no longer then 10 minutes. Instead I was told they'd be with me in 10 - 15minutes. So I went on to browse the shop next door. I came back 15 minutes later and the same customers were still being served. I continue to wait. 10 minutes pass and I'm then asked by the second employee what it is I wanted when he steps away from his customer to print something from the desk up front. I stated I wanted to buy a phone and was told they'd be with me within the next 5 - 10 minutes. There where only two people working in this store. I continued to wait a further 15 minutes and they were still dealing with the same two customer. After 45 minutes of waitng around I went car phone warehouse in the end. Clearly the phones 4 u employees had no interest in serving any other customers but those two people. My over all review? Don't bother wasting your time visiting a phones 4 u store. The employees have no multi tasking capabilities. Nor the concept of time.

I upgraded 2 iPhones to 2 new iPhone 5s 64gb devices on the EE network with Phones4U on 31 July 2014. The phones duly arrived by post but we could not get the SIM cards to work. Eventually we got one temporary number to work but then we discovered my Wife's original mobile number was now being used by a Mrs Begum who was also not very happy. We challenged Phones4U and EE. Their answer was to cancel both the original SIM cards and the new SIM cards. They were apologetic at first. They said EE had a problem and they were responsible. They advised the best way to resolve this was to cancel the upgrades and start again which I duly did. I was advised I could use PAYG SIM cards in the meantime and my old numbers and SIM cards would be up and running soon. Both new phones were sent back by Special Delivery just 1 week after they were received and we were promised a refund of the purchase price plus any expenses, such as the PAYG costs. I was also promised £100 good will payment.

We are now exactly 4 weeks later and I have had a refund of 1 phone, £229.98. I am owed approximately £325 of expenses, mostly PAYG and postage costs. I am also still owed £229.98 for the second phone. Additionally, I have spent in the region of 19 hours of my life trying to sort this out, time I will never get back.
Emma from Phones4U "Customer Excellence" (no really) called me today to tell me Phones4U would not be paying me compensation and i could not escalate this issue any further. I asked to speak to David Kassel the CEO but she refused and stated that she managed the complaints for Mr Kassel. She argued Phones4U had paid me £100 on 14th August, no they haven't, and that both of my phones had been refunded. No they haven't. She also denied that Phones4U agreed I could buy PAYG SIM cards, refusing also to pay my expenses.

EE have kindly provided a copy of the paperwork which clearly shows the phones were processed as new contracts and my old numbers were not carried over, something Phones4U have denied for 4 weeks.

I now have my old numbers back (26 days later) but I'm >£550 out I pocket. The lies and arrogance I have tolerated for 4 weeks has eroded my patience and I must now use te legal system to recover my costs.

I have offered to accept my expenses and a goodwill payment in the form o credit with Phones4U to offset against the cost of an upgrade. Phones4U have refused.

Moral of the story ? Phones4U have a high powered sales force that exhibit a veneer of competence.
When their new private equity owners bought the company, they realised costs savings by hacking the customer service model to pieces. The focus is now money money money.

Once they have your money and a contract you are trapped and at their mercy.

This is not me being spiteful or bitter. These are the words of a former Phones4U employee I have met today. He has left because he can't stand what he has to say to customers and cannot live with continually screwing over good people.

Unless you want the financial equivalent of Ebola, steer well clear of Phones4U.

I am not an embittered teenager. I am a 40-something company director and I consider myself business savvy.

Be warned.

The girl herself (because) from customer service was great but hands tied, had a z2 as an upgrade when I came back to yourselves. I'd read about overheating issues and screen cracks and was reassured by sales this was all great and sorted as it's now "tougher than tough"
Took out the care insurance just in case, so now the case has a crack from right to left on the rear I'm told that it's not covered as there is nothing technically wrong with the device, to a degree I could agree but it's no longer to the specification that it was sold (won't be waterproof...) Z2 wasn't/hasn't been dropped was put down after using the video camera and playback then picked back up. It is not a smash or impact issue it is one crack, no splinters, no loose bits just a crack from one edgeworth the other,
Fifty quid we'll swap it as it's outside of 28 days or post it n lose it for up to a fortnight but aside from that you're on your own, you haven't cancelled the policy even though asked, feel it's been mis-sold, and still have a phone I'm worried is going to drop to bits, one and a half month into my contract... Thanks

Please just send me a returns label and I'll overlook the fact that you've told me that you've received the handset and tablet and my contract is now cancelled. that is still sitting unopened in my kitchen 8 hours after it was delivered.
When I ask your sales staff for time to consider the offered contract DON'T say but I'll give you a tablet.
When I ask for the cheapest upgrade contract available for a particular handset DON'T Quote 5 pounds over your cheapest rate I'm not bartering I expect you to reply in good faith with your best deal.
Finally tell your salesmen not to piss themselves laughing before they hang up I'm not that deaf

The service I've received in both the Hamilton and Motherwell shops has been well below the standard I would expect. I had smashed the screen on my s4 mini so I took it into my local store in Motherwell where I was told that there was no phone they could give me and offered to send a new phone to my house but this would not work for me because I am at work all day and can not pick up deliveries, therefore after a good 20 minutes I was told that they could not help me and had to leave with my broken phone. I then went to the Hamilton branch where the manager was so dry, cheeky and impolite on both occasions I was in the store. After going back and forth between Motherwell and Hamilton I eventually got a white s4 mini but the manager in the Hamilton store had told me the incorrect way to transfer my information between the phones. I asked if I could stand and transfer the numbers from one phone to another to which she sighed, took my phone off me and asked for my email address and said if I sign in with this then my data would transfer over with no problem. This of course did not happen and when I returned to the store about 10 minutes later I was told they couldn't help me and that I would just need to ask everyone for their phone number againas they had everything off my old phone. After a couple of days my new phone broke and I had to pay for a new replacement so I headed back to the Motherwell store who again could not help me with an s4 mini replacement, after spending almost an hour in the shop I was told to travel to the Parkhead Forge store where they had an s4 mini waiting for me, when I got to the store I was told they had no s4 mini's and was given a sony xperia z instead. The staff in the Parkhead Forge store were so helpful and friendly but the replacement xperia has reliability issues and is in no way similar to my s4 mini in terms of performance and standard but I no longer want to go back to my local stores because of their attitude and service therefore I am stuck with an unreliable phone until I can cancel my contract. If you had better, more helpfull staff in your shops then I would be more inclined to go back but your staff has totally put me off using Phones4u ever again.

Last December, I went into the Oxford Street branch of Phones4U with a friend who was looking to get a new phone. I had no intention whatsoever to buy a new contract, as I am going from the end of August for most of a year, to South Korea as part of my degree. However, after stating several times that I did not want anything else, and then explaining why, I was told explicitly that I would be able to freeze my contract for either a maximum six months, or for three months, then unfreeze for one, and so on. As this meant that I would only have to pay for a couple months of non-use, and my contract was due to expire within a short time, I agreed to the new contract.

Fast forward eight months and I have a week until I leave the country. I went into the Vodafone store on Friday and was told that they didn't, and never had, frozen contracts for anyone other than military personnel. So I called Phones4u customer service, and while they are perfectly polite, say they are unable to do anything as there is no record (it didn't occur to me that I would need a written record of this, as they told me that this (freezing contracts) was just something Vodafone offered) of the store members telling me this as it was done in person, not on the phone, and of course, when called, the branch said they would never have made such a claim. After significant argument, Phones4u offered me a refund of two months of line rental as a goodwill gesture, but otherwise said there was nothing they could do - they wouldn't help me cancel a contract I had entered under false pretences, and nor would they figure out some way to help me freeze or transfer my contract.

This is a big deal for me, because as a student, I simply can't afford to pay over £200 for a contract I won't be able to use. 100% of the reason I bought the contract was that I was told I could freeze it - as I have said, I specifically told them that I wasn't interested in a new contract because I was going to another country for a year. I guess I should have been stronger willed in resisting, but this means that either I was misinformed by an ignorant employee who was clearly not properly trained, or else I was deliberately lied to in order to make a sale.

Either way, it is unacceptable and I will not be returning to Phones4u. Don't buy from them unless you know exactly what you want, then make sure you keep records of everything, as they don't.

Returned to their Arndale Centre store in Manchester with a problem with my HTC one. Had the phone for 5 months and the base metal had started to show around the phone. Given every excuse imaginable by a pointless entity who's decided to text his mates whilst dealing with my query. In the end they simply told me it was "general wear and tear" and "was to be expected". Even their Customer Services department failed to send an email confirming our conversation after promising I would receive it within 48hrs. Strangely HTC disagreed when I contacted them directly. They came and picked up the phone from my home and repaired it for free acknowledging their was a manufacturing issue.

Lesson 1: If you employee brain dead idiots, your customer service satisfaction rating will plummet. Would never shop with them again, never.

Hi Amy,
Still no phone and now have been advised it may be the18th of August. Any chance of a proper explanation?? So poor.

I recently had more then a few problems with my phone and was told that it is still 'under warranty' so i sent it off for repair. I got no emails or updates until I obviously tracked it myself. So I rang them as they requested (they did not call me) and told me my phone was magically not under warranty anymore because it had physical damage (my phone does not even have a scratch on it as its always been in a case with a screen protector. I was then told the 100 problems i had with my phone was because my usb was damaged (this is a lie because I have never had an issue charging my phone or connecting it to my computer was not even mentioned in my faults list at phones for you.

So now there trying to con me out of money for a problem which did not even exist in the first place and said they can do nothing about it but contribute £20 towards the repair for something that I did not damage or upgrade to a new phone on a network where I get no reception at home or work because they stopped doing contracts on 02 or 3.

My advice is to avoid this company if you do not want to be disappointed as this is the last time I deal with them.