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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Review summary
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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
Company replied
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
Company replied
Company details
- #38 of 74 best companies in Mobile Phone Shop
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
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.
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Fabulous competitive deals
Fabulous competitive deals, no jargon or confusing contractual details. User friendly site with detailed support/info relating to how you purchase is progressing.
23 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning, Steve,
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
Great response by keeping me informed…
Great response by keeping me informed about my order and up to date.
23 July 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon Craig,
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
Dealt with efficiently
Dealt with efficiently and the change of phone was a good choice. Thanks so much for your help for a new customer.
8 April 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon Robert,
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
Company uses insufficient insurance on postage for phones, being scammed given £150 instead of £358
I traded in an iPhone 14 Pro 2 months ago, told I would be given £358 for it. Was told Royal Mail lost the phone in transit. That it would take a while to hear back.
I kept emailing to know when they'd be told about the outcome. After several times of trying to chase them and getting generic replies such as being asked to chase royal mail myself instead of them, they finally replied saying they got the "maximum" compensation of £150.
So you're telling me that you only use insurance on your postage covering up to £150 when people trade in phones well over £300? I think that's disgusting. And to put the fault on us. Shortchanging us. Absolutely horrible service.
DO NOT USE THIS COMPANY TO TRADE IN YOUR PHONE UNLESS YOU WANT TO BE SCAMMED OVER £200 CAUSE THE COMPANY CHEAPS OUT ON ADEQUATE INSURANCE TO THEN PUT IT ON YOU, just to save a few quid. Use another trade in provider for your sanity!!
.
23 July 2026
Unprompted review
Reply from Mobile Phones Direct Ltd
Good Afternoon, Syem,
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 are unable to 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,
Aby
So easy iv used them before and they…
So easy iv used them before and they cheaper than the main phone company creazie
22 July 2026
Reply from Mobile Phones Direct Ltd
Good morning Gary,
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
Very quick processing for new contract
Very quick processing for new contract. Ordered one day and received in Northern Ireland the next day. Excellent service and considerably cheaper than dealing with the network directly
15 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning P Gribbon,
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
I don't know how they do it
I don't know how they do it, but Mobile Phones Direct always have the best value 2-year deals anywhere.
Its also a dead easy purchase process. I never buy my mobiles from anywhere else. 100% recommended - you have to check their deals.
22 July 2026
Reply from Mobile Phones Direct Ltd
Good morning Martin,
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
Phone arrived & all well
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 changing contract but not the provider.
15 July 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon, Ms Freeman,
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 do offer upgrades on our website, which would allow you to keep your number with O2 with ease. However, I am glad that you have been able to get your number transferred.
We would love to hear more from you about what we can do better 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,
Aby
The agent we dealt with was amazing
The agent we dealt with was amazing. The system wouldn't accept our Bank details. She spent nearly an hour helping us sort it. She was patient and kind and went well beyond the call of duty. She deserves double commission!
14 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning, Pauline,
Thank you for taking the time to leave this review!
5 stars is a big deal, and we are proud that our AO service has delivered this impression for you! We look forward to our future services with you and will continue to provide great customer experience with our AO values!
I hope you’re enjoying your Samsung S24! Have a great day.
Thanks,
Aby
Tried to cancel within 12 hours
Tried to cancel within 12 hours. I was with o2 network and the new contract you offered me was still with o2. But I was told that I can cancel the contract but I have to sign with another supplier then request a PAC code before applying to request to go back to o2. What a carry on
Rubbish service would not reco
21 July 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon,
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 wanted to cancel your order. I have looked into this and can see that your order was for an O2 upgrade.
Due to an update on their system, O2 are unable to revert customers to the plan they were orignally on, so when cancelling an upgrade, they are required to generate you a disconnection PAC code.
I apologise for any inconvenience that this has caused, 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
Quick delivery to save a dying phone.
14 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning, Philip,
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
What didn’t go wrong let’s start of by…
What didn’t go wrong let’s start of by not actually receiving the phone the SIM card got delivered separately no phone! Constant back and forth calling the company for updates and I kept getting fobbed of each day. Followed by multiple occasions the staff saying “they will ring me back at the end of the day” never got one phone call back they then tell me Royal Mail who was delivering it that it is under investigation it’s been 2 weeks I still have nothing so I’m now left with SIM card that I have to pay for with no phone until “it gets sorted” the company have shown no care whats so ever
21 July 2026
Reply from Mobile Phones Direct Ltd
Good Afternoon, Skye,
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 understand how disappointing it was to receive your SIM card while the handset itself was delayed after being lost in transit. We also recognise that the lack of updates and the need to repeatedly contact us for information added to your frustration, particularly when the callbacks you were expecting were not received.
Since your review, we're pleased that the handset has now been successfully delivered. However, we appreciate that this does not change the inconvenience and uncertainty you experienced while the parcel was being investigated and arrangements were being made to resolve the issue.
I sincerely apologise for the lack of communication throughout the process and for not providing the level of service you expected. Your feedback has been shared with the relevant teams so we can improve both our customer communications and handling of delivery-related issues.
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
Reply from Mobile Phones Direct Ltd
Good Afternoon,
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
Great deaks
Quick and easy always use for my contract phones, with some great deals as well!
13 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning,
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
The young man who spoke with me was…
The young man who spoke with me was very patient and helpful. He explained everything in detail and very clearly. A good experience considering I don't always feel comfortable with technology.
20 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning, Leslie,
Thank you for taking the time to leave this review!
5 stars is a big deal, and we are proud that our AO service has delivered this impression for you! We look forward to our future services with you and will continue to provide great customer experience with our AO values!
I hope you’re enjoying your Samsung A26! Have a great day.
Thanks,
Aby
Absolute superb service🙂
20 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning Joseph,
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
Malpractices in Mobile Phone Direct
Dear John,
Hope you are well.
I wanted to highlight several mismanagement issues in the mobile phone direct, constant different untruth statements made by your company and difference departments blamed at each other in the Mobile Phone Direct which may be embedded as the culture of your company. As the CEO and founder of the company, I hope sincerely you will look into this matter and rectify huge mismanagement issues. I hope you will appoint someone senior in your company or yourself to see what went wrong with this order as this may be a practice happen not only in my order but in many other orders. As summarised in the below email, I still have not received my mobile handset (ordered over 2 months ago).
Dear John, when I read the article about you and your company written in the Guardian, I would like to remind you the phrase you over use “Treat every customer like your gran and make decisions that make your mum proud.” I hope by directly liaising with you rather than the customer service, that you will be able make me proud as a customer as I hope that you will be able to provide a quick solution to my problem.
Here is the timeline and issues in my case:
15th May 2026: I ordered the Samsung Galaxy Z Fold7 5G 512GB Blue Shadow phone. The person who sold the product in your company (Mobile Phone Direct) said that the phone is available in the warehouse and will be delivered by next day.
16th May: Stated as the expected delivery date.
27th May: I called the company and customer service, they informed me that they are moving warehouse and hence the delay. There was no email from the company about the delay. How come the I was not told of this on the 15th May? No response from the company for my Trustpilot comment made on the 27th May.
30th May: I did a TrustPilot review and this time I received a response from Mobile Phone Direct. The responder called Lacy said "Please be assured that we have chased your order directly with our warehouse team, and they have confirmed that they are doing everything they can to get your handset dispatched and delivered to you as quickly as possible."
6th June 2026: I called customer service. I have spoken to Asanda, and initially she stated that my phone is out of stock and new stock will arrive in July. Then I mentioned to Asanda that Lacy mentioned that she is talking to the warehouse to deliver the item soon. After Asanda communicated with Lacy, Asanda informed me that Asanda made a mistake about the out-of-stock item, and the mobile phone will 100% arrive on or before Friday, 12th June. Asanda promised to update me before 5 pm on Monday, 8th June. However, no call received from Asanda on the 8th June and no phone received on the 12th June.
9th June 2026: Received a response from your customer services from a person called Casey as follows: "At the moment, we are still waiting for confirmation from them (warehouse) on when they (warehouse) will have a fix and once we do, we'll be in touch to let you know."
19th June 2026: received an email from the Mobile Phone Direct stating "Unfortunately, the Samsung Galaxy Z Fold7 5G 512GB Blue Shadow you ordered has since gone out of stock."
3rd July 2026: I received an email from person called Casey stated following: "At the time of this message, we do have some black, silver or navy available for dispatch. If you would like to change the colour of your device, please let us know by responding to this message, or calling our team." I immediately called them and said I don't mind any colour and as long as I have the Samsung Galaxy Z Fold7 5G 512GB as I need this phone as soon as possible. When I spoken to Customer service they stated that the phone will be delivered in two days time.
10th July 2026: I called them on Friday 10th July. They said to me that the item will be delivered in two days time.
11th July 2026: The customer service left a message on Saturday 11th July stating that they have ran out of items and the new order is expected to arrive in one week.
13th July 2026: I received an email from someone called Menzi in Customer service. This person stated following. "I can confirm that I have raised this with one of our senior agents to see if they is a way we can resolve this as quickly as possible."
13th July 2026: Menzi again emailed me and stated following: "I can confirm that your parcel has now been released to our warehouse team and is awaiting dispatch today. Unfortunately, there was a delay due to the warehouse being closed over the weekend."
15th July 2026: Now received email from Sara in Customer service. I was informed following. "Having reviewed your order, I can see that it is currently raised with our warehouse team and is awaiting further processing."
17th July 2026: Although I already informed them that I don't mind any colour phone, received an email that blue colour phone is out of stock.
19 July 2026
Unprompted review
Reply from Mobile Phones Direct Ltd
Good Afternoon, Gayan,
Thanks for taking the time to leave us another 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 are still waiting for your handset. I appreciate that the delay on your order has been far from ideal.
I have reviewed your order and spoken with the relevant teams, who have advised that we have received the stock of your handset and we are just waiting for the stock to be booked in.
Once the stock has been booked in, we will dispatch your order to you. You will be updated via email as soon as the handset is shipped.
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
Really easy transition from my old…
Really easy transition from my old provider via mobile phones direct
11 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning Carol,
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
Great company
Easy, very quick decision and a great choice... would definitely recommend.
17 July 2026
Reply from Mobile Phones Direct Ltd
Good Morning Wardy,
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
Outstanding service!
I had an excellent experience with Mobile Phones Direct. The communication was incredibly fast, and the whole ordering process was smooth and professional from start to finish.
What really stands out are the unbeatable deals. I compared prices with several other retailers, and Mobile Phones Direct offered by far the best value.
I highly recommend them to anyone looking for a new phone or contract. Excellent customer service, great communication, and fantastic prices. I'll definitely use them again in the future!
17 July 2026
Reply from Mobile Phones Direct Ltd
Good morning Euler,
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.
It's also great to hear you found an unbeatable 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.
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,
Casey
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