Mobile Direct
Read all reviews for Mobile Direct →
Faulty Phone, Incorrect Description, No responses
I purchased a phone under order number 99332. It was was described as "opened never used". It arrived fairly quickly but was faulty. Essentially the battery life was abnormally short, the phone went from a full charge to virtually nothing in a few hours with only very trivial use. I called the helpline to advise of the fault, I was surprised to be told that it was probably because the phone had been used a lot "in the shops". I pointed out that I purchased the item as "never used" so it was evidently mis-sold to me, I was now being told it was in fact a used phone. The call handler tried to argue that when they describe an item as "never used" what they really mean is it was not used by people other than shop workers. I asked for a refund, I was advised to send an email. I did so on 18 March 2024. I have chased repeatedly since with no response to date. I have no trust in this company for the reasons set out above. No response and no refund to date. UPDATE TO REVIEW 18.05.24: I have read the reply to my initial review from Mobile Direct. I thought I would provide an update. Firstly, having left my initial review on Trust Pilot, it is true that the company did then take action that day and respond to me advising me to send the phone back for a refund. I was grateful for this. However, I am surprised that the company's response on here says my emails went into junk/spam so they only saw them as a result of my review. This is because on 25.03.24, in chasing the company for a response to my emails, I spoke to the company and the operator looked up my email whilst I was on the phone with him, confirmed he could see my emails on the system and that they would respond very shortly (then did not). It seems very unlikely to me that the person I spoke to some time before my initial review was fabricating the fact he had my email and could see my email on screen, and much more likely the Mobile Direct response on Trust Pilot, saying it was a spam issue, is not true, however, I will let the reader decide. At the date of this review update, I have still had no refund, the returned phone was received by Mobile Direct on 29.04.24 (almost three weeks ago) for context. I have received no communication from the company since the return was made (but I sent it recorded so I know when it arrived).