I feel really sorry for the workers of Phones4u. They have been well and truly stitched up. Their celebrity obsessed owner John Caudwell built up the firm from nothing to its high street dominance and then sold it for a billion bucks to private equity firms. These vultures load the companies they buy with debt, and then cut costs to the bone in an attempt to make instant profits. BC Partners stacked on an extra £200 million debt on the company and then immediately paid £200m to its ‘business partners’. Instead of investing in the business with trained knowledgeable staff and new ideas they went with high pressure sales techniques with staff working for bonuses, the so-called ‘Streefighting’ techniques. It’s pretty disgusting stuff by Caudwell and BC Partners.
Most customers have traditionally turned to companies like Phones4u and Carphone Warehouse to find out which network, tariff and phone maker to go with. Phones4u mark up would be selling the phones cheap but higher contracts to get the money back. But they were sunk as the big four networks ganged up on them and cancelled their contracts, the loss of EE throwing the company into administration. The big four prefer to run their own branded high street stores now and that was the end of that. Coupled with falling call costs forced by the European Union phones4u struggled and the big four got together and realized not only could they wipe out the middle man here but steal their prime high street locations to put their own Vodafone, EE, O2… stores on the high street. The killer was Phones4u simply had no room to renegotiate deals that would see the big four get a bigger slice of the call time cake as smartphone punters moved more towards internet usage and free phone aps like Viber and Skype. The day of paying for phone calls is coming to an end. Carphone Warehouse shares immediately rose on the news of the collapse as they are now the only major bespoke highstret firm that offer network choice. But will they be next? They do, though, have good distribution deals with Nokia, Sony, Samsung and Apple and so won’t be taken down any day soon and being partnered with Dixon helps.
We all know the networks ripped off PAYG customers with 35p a minute calls and unless you had a monthly contract you could only really afford to text and receive calls. A five for a regular phone call is ridiculous. But Phones4u seemed fair whenever I sued them and their staff knowledgably in the early days. I wanted to chat with them about my Nokia 520 PAYG from Amazon warehouse refusing to allow me to download any credit. I wondered if this was an issue with phones that are older models and have been stored in warehouses for a while. Previously I had always gone to these guys to get advice and they had sorted my problems. But the statement of closure was on the door and that was that.
As far as consumer rights go for current customers with contracts and guarantees I would say it’s pretty strong. The company was profitable and so there is money there for compensation. This company didn’t go bust over accumulated debts but simply broken up. This is the new style of capitalism and why we are all on contract or zero hours employment deals. It was actually quite successful in its own right. If companies like this can fall then any can.
Who is to blame here? In December 2009 I purchased a two year contract with Vodafone directly via the internet and had no problems with it. In December 2011 i went to Phones 4 you and CLEARLY said i wanted to end my existing contract with Vodafone and purchase two new contracts for my teenage sons who both wanted Blackberrys. The service in the shop was fine but I released in September 2013 that i had since December 2011 actually been paying for three contacts and not two. Ie the original had not been cancelled. Now I am not particularly strict on my kids spending habits as by and large these are not a problem to me. All three products are were taken as one payment so I just thought that they were spending more than I had expected but didn't want to put a cap on their monthly allowance in case of those possible emergencies. I would rather pay a few extra quid and my kids be able to get hold of me if they need to. Now when I phoned Vodafone and aked to be reinbursed for the contract which had clearly not been used at all since December 2011 when I thought it was cancelled they refused and said that they would have had to spoken to me to cancel the contract and that Phones 4 you were the ones responsible and that they had no notification to cancel the first contract. They were happy to agree that my usage pattern was consistent with what I you telling them. Ie no usage on the first contract. So I went to the same Phones 4 you shop who said they would not take responsibility because they did not sell me the original contract. I tried to explain to them that I had never had a problem with the original contract that I had purchased myself so I didn't see the reliance of this. I only incurred a problem When I asked them to arrange the contracts for me. This is my view, The guy who sold me my contract in a very busy pre Christmas Phones 4 you store was either too busy and distracted to deal with me properly or just did not care as he just wanted to sell two new contracts as opposed to what should have been an upgrade and one new contract. I also feel that Vodafone are being completely unreasonable as my my usage clearly ties in with what I thought I was buying. Please let me know your thoughts. new number with Orange 07581326291
Phones 4 u are an awful company and i am still having an ongoing problem with them.
I purchased an iphone off their website for my 18th birthday. because of where i live vodafone dont provide 3g here so i contacted phones 4 u and said i need to switch networks.
within a couple of days my contract was cut off and i awaited to hear from phones 4 u. i was told to send the handset back, but i asked if they could send me the new contract sim with orange instead as i had all of my important personal details and work emails that are confidential on the iphone. They agreed and i waited.
a week later my sim card still had not arrived so i called them again.
i was told that i would have to send the phone back as it was locked to vodafone, so the advisor told me how to wipe the phone. i was then told that they would send me a returns bag to send the phone back which they would pay for.
That was 2 weeks ago.
i am still without a phone.
phones 4 u are still unhelpful, lying and generally full of crap.
I asked if i could take the phone i needed to return back into a phones 4 u store with the theory that if you want a job doing, do it yourself but no i cant even do that. On top of this vodafone also billed me for the first month which phones 4 u were very unhelpful and dismissive with once again.
i wish i could throw a sandwich at them. AVOID AVOID AVOID AVOID!!!!!!!!!!!
Just after Christmas I decided to buy myself a new phone as a treat. I was told by a friend that the phone I was interested in was £80 if I got a sim upgrade. On the morning of my purchase I called the store I was going to visit to confirm that the phone was infact £80, I was told by the lady on the phone (who I later found out was a Christmas temp) that it would indeed be £80. When I got there I was told that it would infact be £89.95, I was also told that (despite being told that I did not need to top up to get the phone) she would be unable to activate my new phone if I did not have credit on my sim card this upset me not only because it was the opposite of what I had previously been told but it was also quite embarrassing infront of the other people in the shop, it also meant that the total was infact 5 pence away from £100. I was also not impressed when I was asked my surname I had to repeat it 3 times and even told her that it was the same name as a VERY famous scientist and I was met with a look of confusion.
I had the phone for about a week when my Mum turned up at the house asking if I was ok as I hadn't answered any of her texts for a few days. It turned my phone had been unable to receive not only text messages but also phone calls and could not text or call out either.
I called Phones 4 U customer service line and told them of the fault, they told me to call O2 to get a new sim card (they did not offer any help at all) I also complained about the lady I had been served by when I purchased my phone and I was offered no apology. After speaking with O2 they were more than helpful and I had a new sim card and my phone still did not work.
I took it to my local shop where I was told it was a known fault with these phones and it needed a software update which I would have to do myself at home via my computer. As it was a brand new phone when I bought it I did not deem this to be acceptable. I was told I would receive an email from Phones 4 U with instructions on how to do so. I did not infact receive this email.
I went back to a third branch of the store and demanded a refund. I was told that they had never heard of this fault before and were actually very helpful in giving me a refund. The man that served me in this store was very helpful however when he gave me my refund in cash I looked surprised (because i'd never actually seen a £50 note before) and the women working in the shop shouted rather abruptly "How much has he given you!?" I was very offended as she obviously thought I had been over refunded and not said anything. This was simply the icing on the cake for me. Not a happy customer. I used my refunded money to buy the same phone from O2.
Hi I would just like everybody to know about phones 4 u in east kilbride ,they tell you false information then get you to sign ,went home and went back next day to say that they had given me false information and they told me sorry you signed the contract and would not let me take it back ,so now iam left with a phone i dont want plus they put me on the blacklist and cant get it of my credit list for 6 years,so i hope you rot in hell the girl that sold me the wrong contract you know who you are .
On Sunday my husband and I decided to go and find out about upgrading our phones. He is with Orange and I am with Vodafone and we thought we see what deals there were out there. We traipsed up and down Oxford Street and visited the Orange shop, the Vodafone shop and the o2 shop and were greeted by the most unenthusiastic staff who clearly didn't want to be there. I swore I would never set foot in Phones 4 u because of the awful adverts but we were pleasantly surprised to be greeted by a very friendly and very enthusiastic salesman, so we sat down with him to talk about offers.
He was incredibly thorough - told us the tariffs on offer for the new iPhone 4s and how much we would have to pay for the handset etc. He showed us the network coverage for our area on the computer so we could see which was best.
My husbands was straight forward - he stayed with Orange and just needed the new phone and to sign a new contract. Sorted.
I decided that I would change from Vodafone to o2. I find it quite sad that even after years of being with them, there are no offers and any reasons to stay with them, whereas Orange offer a discount after a while. The reason for o2 was to take advantage of advance rugby tickets! The salesman then claimed to telephone Vodafone to let them know I would be cancelling my contract. We didn't hear the conversation, but saw him make a call, so when he returned and told me all was fine and that I would get a text tomorrow with my PAC code to transfer my number, I was over the moon at how easy it had been, and that I finally had a new iPhone rather than my terrible Samsung Galaxy Y (see previous review!).
He went on to tell us about special Virgin internet packages and if we signed up now we could leave the store with £120 in cash. This we declined as we wanted to look into it more and not rush into anything.
Paperwork signed, we both left happy bunnies with our shiny new iPhones. The salesmen escorted us to the door, saying he hoped when we got asked for our feedback on him we would be complimentary, and we thanked him for all his help.
On Tuesday having received no text from Vodafone, I called about my PAC code. They had no record of any telephone call from Phones 4 u. A bit miffed, I went in to the store, where I was served by a lovely young lady. When she called Vodafone to find out what was going on, they said I would have to pay to cancel my contract as I still had 3 months left to run. News to me as I had been told it was all OK. After telling the lady all that had been said on Sunday regarding this, she called head office to let them know. I ended up speaking to the most unhelpful person who told me that despite what I had been told in store, it was my responsibility to cancel my contract and that I would have to pay the money (£100). When I explained that I had been told by their salesmen that I was able to cancel without charge, I was told it was my responsibility to find this out, and I should know how long was left on my contract. I agree that I should know, but he told me he was calling to check! After several more minutes she agreed as a goodwill gesture that they would pay half. By this time I was fuming! She just kept repeating that I had signed the paperwork so therefore there was nothing I could do about it! It then transpired, that said salesmen was actually fired on the Monday for all the problems he has caused, and I was far from the first complainant. Apparently he was transferred to the Oxford Street branch for causing similar problems elsewhere as well! Despite this, as he wasn't there to 'back up what I was saying' the lady on the phone continued telling me that I had to pay the cancellation. I then said I would like to cancel my new contract, to which I was told it was too late, there is no cooling off period!
Out of sheer frustration I agreed that I would have to pay as there was no alternative. Step in my lovely young lady in the shop, when seeing how angry and upset I was, took control of the situation. After she had had numerous conversations with Head Office and her manager, and after I had been in the shop for nearly 2 hours, she sorted it for me. She managed to get authorisation for me to cancel my o2 contract with nothing to pay, I just had to return the phone.
After 4 hours in the shop in less than 48 hours, I finally left with the same phone and tariff I had walked in with, but having learnt a great lesson! Always check the information given to you by someone clearly driven by making a sale, as some will just blatantly lie! If it wasn't for the fabulous girl who sorted it for me, they would get 0 stars from me, but because of her I am upping it to 2. I knew I should have trusted my first instincts - dodgy advert - dodgy shop!
Thanks for reading.
A year ago i had started a college course & therefore had enough money to purchase a pay monthly phone. As i am a shy person (Also, slightly younger & more neive) I was pulled into Phones 4 U to take a look at their selection of phones on a pay monthly basis.
Luckily, i was hounded into buying a phone that i really liked on an Orange contract. It consisted of 3000 texts, 500MB internet and 500 minutes for £30 P/M. However, as the year progressed my phone billed became more expensive despite me using it less, it began to reach £40 P/M.
Just shy of a year old the phone broke, there was no signal and after spending hours of the phone to technical support they couldn't figure out why. I was told to bring it to my nearest Phones 4 U store to have it sent away for repair or replacement.
Feeling ill and irate i decided to get it over with a quick as possible & dragged myself to the nearest store where a sales man told me it could take up to six weeks to replace my phone & i would be better off trading my phone in for a newer phone.
After half an hour of being lulled into thinking i had no other choice i exited the shop with a HTC Wildfire S on a Vodaphone contract & a car accessories pack (even though i said i didn't own a car), paying £6 more than i was paying for my original phone with the same features. I was also given £175 to help pay off my existing phone on the Orange contract, told i would only have to provide £100 in the next year.
I spend the next day figuring out how to use the phone, it is a small phone in itself but to have a touch screen on it is ridiculous, i have large thumbs and typing in a simple message took a long time. Feeling i wasn't satisfied with my phone i contacted Phones 4 U to cancel my contract (assuming there was a cooling off period. Apparently you can only have a cooling off period if you have purchased your phone online, although i explained the circumstances of my purchase and spending the next two days on the phone i was eventually told i could change my phone to one they provided as it was the only other to come with the car accessory pack. This was a Samsung Galaxy Ace. A good phone which i liked, although would have rather cancelled my contract and taken out a cheaper contract on an IPhone.
When i went to the store to pick up my new phone i was told i'd have to pay an extra £50 which resulted with an hour long struggle to get them to wave this, i ended up having to pay the £50 and would recieve a cheque from them in the post.
I was as please, as would be possible under the circumstances, with my new phone. I phoned to cancel my contract with Orange & was told that there was a 30 day period where i would have to pay another £30 bill before paying the £275 closing bill. A fact the sales man decided to keep to himself.
As a result, as a student who is no longer on a course which no longer provides funding and only having just started a new job, i am being told to pay £342 to Orange by the end of the week on top of my monthly bill to Vodaphone.
I think the treatment i recieved was awful and i highly recommend people stay away from Phones 4 U, choose to go straight to the tariff provider for a contract & cut out the middle man
Many of you are probably thinking already " yeh yeh he must work for phones 4u for sure " well actually i DON`T !
I went into one of there stores in kiddy minster and bought a galaxy ace from them which unfortunately went wrong so i phoned them up about it .
They told me " just bring it back and we`ll replace it for you " but to be honest i`d lost faith in the phone and asked them if they could change it for a different phone ( which under there policy you could`nt ) but they said "yes that`s fine we`ll do that for you no problem "
So they did actually change it for a different phone completely ( curve 9360 ) but after only a week a found it`s battery life was terrible so i called them about it and they agreed yet again to change it for a curve 9300 which i know from past experience that the curve 9300 has good battery life !
When i went to the store in Hereford this time ( phones4u store manager was very helpful and very professional in helping me as so was the rest of the staff there ) they did the exchange and really made me feel like a valued customer in the way of offering to set up the phone for me and ask if i`m happy with my choice and so on and all with a big smile .
Now please tell me what is wrong with phones4u as i have never had such good service from any phone company EVER !!!
Can i simply say that anyone who is thinking of buying a phone from phones4u then go ahead with confidence and do so .
I`m not saying that they will change every customers phone for a different model but if your honest with them and show respect then they will show you just how good customer service can really be !
Many thanks for reading this review and hope it proves very useful indeed .
Thank you from all @ MaxsoundCarAudio Uk .
If anyone has had a bad experience with phones4u then you have been very unlucky as i have really put them to the test beyond believe and they have come out 100% perfect .
i signed up to a contract on saturday for new mobile phone while i was giving my details another customer was having a bit of bother with a salesman after the man left the shop the salemen made fun of him i thought how rude to do this in front of other customers very ignorant and very rude i told my saleman i did not want insurance with my deal when i got home i made one call to my landline i tried to use the phone again i got no signal and the battery went dead i put it on to charge tried again was still no signal went back to the store on monday told the staff they told me i couldnt change the phone and i had overcharged the phone well after my son and i got onto 02 i got the okay to return my phone for a full refund the staff where horrific to us didnt believe we had the code from head office after a lot of abuse i got the phone cancelled but then they had not got my old phone to return to me so now i have no phone at all this store is in bloomfields in bangor county down i wouldnt take a paper bag of them let alone a contract they had added the insurance also to my contract i would advise no one to go near this shop i dont know how they get away with the attitude they have
My blackberry curve 8520's keys were really hard to press and kept locking up, so i took it to phones4u they said we will book it in for repair so i agreed to that and i got it back 2weeks later (they changed the curcit board), the battery and the back cover were faulty, the phone wouldn't charge so i tried my sisters battery and the phone worked fine, and the back cover didn't fit properly,
so i took it back the next day, i said i wasn't pleased at all! they said we can't do anything more, all we can do is send it back for repair again, my dad said that this isnt acceptable so they called the manager and they said it will be here in a week or less, we asked them what if its not here by a week then what?, they said why wouldn't. so i checked on the phone tracking website they said it will take 2weeks. why say that it will be here in a week when it wont be? we even asked them what if its not here. and they obviously lied then.
i advise you not to get a phone from phones4u! all they want is your money, there service is dreadful!!!
Don't bother with these conmen, they have just fraudulently got my daughter to sign up for insurance on her contract at £9.99 a month without telling her, and added another fiver to her phone bill. As for for making a complaint you get a patronising person at head office who "will look into it". And perhaps due to dyslexia they told us they are unable to write to us tell us what they have actually done about it!
I am writing to let the public know about a particular phones4u shop. The one I am referring to is the one on Kings Road, Chelsea, London.
I went in and inquired about an HTC desire HD. I asked about a previous offer I once saw.. the salesperson (a young slim asian chap) said he could offer me a similar deal but would have to do a credit check. I told him I didn't have my bank details with me and that I could nip home and get them. As I was leaving he said he would throw in a free gift and offer me cash back for my existing phone. I took this as some kind of attempt to make sure I came back. Which of course I did.
As he was typing in my details on his computer, he then started backtracking on the deal he had offered me previously. He tried to make out that the deal he offered me was for the cheaper HTC Desire phone and not the HD. It's not quite clear how this mistake could have happened as I was clearly talking about (and pointing to) the HD when he said he would see what he could do before he searched his folder for the deal that he eventually offered me.
Anyway, as he was talking and doing the credit check I did noticed at one point he had my debit card in his hand and he appeared to be examining it. It didn't register with me at the time as thought I was with an honest person doing his job... well I couldn't be more wrong.
He completely denied making the offer regarding the HD and was then attempting to charge me an extra £10 on top of his original offer. A blatant act of dishonesty if ever there was one. It turned out after speaking to another member of staff there..( an older tall slim white male) that the original offer made to me before I left to get my bank details, just didn't exist. And there was absolutely no sign of a free gift anywhere to be seen. All deception.
Anyway, as I left the shop disappointed, I felt cheated and I became very suspicious of what had just taken place. It appears that what the individual in the shop were after were my I.D and bank details. The reason he was examining my debit card was to obtain the three digit security code on the back. I went back to the phone shop to ask what they had did with my personal details. The older male said that once I declined their offer, the credit check was exited. Of course I have no way of knowing if this is true. I did notice the younger salesperson looking a bit nervous when he spoke this time.
I went to the police station to report what looks to me like a blatant attempt to steal some one's personal details. The lady at police station said no crime had been committed as they were entitled to those details to do the credit check. Fair enough, but have they kept the details.. and why was the younger salesperson examining my debit card in his hand. The card was immediately cancelled on the advice of the lady at the police station.
The behaviour of the staff here is vey suspicious and 100% dishonest. I urge all members of the public to be alert of this particular shop and the staff that work there.
I got a new contract with phones for you when mine died whilst on another contract (i have since found out that this could have been fixed as the warrenty is apparently the length of the contract- something which phones4u lied about). I had a Nokia, it was ok but broke 3 weeks later, so took it back to store who said they could do nothing for me and had to remain with the phone that would not turn on!!!
I went back every weekend (I am a trainee teacher and work at weekends so I only had three hours to spend each weekend there) for 4 weeks and was told something different each time, on the final time the manager told me to get any phone/same phone with less memory it would cost £40!!!!!
We rang head office who sorted us out a different phone which worked fine and had no problems until 6 months later when the software crashed on it, so we took it back to Phones4U, they said they would send it back and it would be back within 2 weeks, we took it in 14/02/11, so on 17/03/11 we went in to see where it was! It turned out to have been in the shop since 18/02/11 and no-one had rang us!
I was less than impressed as I had been without a phone for a month, at this point. The manager tried to turn it on and the problem still hadn't been fixed!!! she then assured me that they would send a new phone within 7 days and they would ring me!!!!! 7 days later, nothing from phones4u so i went in store, another manager checks screen and tells me they are repairing it not replacing it and it won't be instore at least until 31/03/11!!!!!!!!!!!!!! so thats 1 month, 2 weeks later since we took the phone in.
I was sick of hearing lies from phones4u and went to carphone warehouse for advice! After running our contract etc through their comps they told me we had two contracts!! Luckily we havent been paying for one of them but apparently is still active! Phones4u told me they had bought out the contract and cancelled the other contract!!! Another lie it seems!!!
I am fed up with their constant lying!! They only want your money and their customer service is dreadful!!!!!!!!!!!!
AVOID AT ALL COSTS!!!!!!!
On contract through web purchase, and supplied with what phones4u agree, is a faulty phone!They will not do a store excahnge, and will not send replacement untill I've returned faulty phone by post.Leaves me phoneless for several days untill they ship me a repalcement.Just very poor service!! It would be simple for them to send repalcement and collect faulty phone using same shipping company.
I went in store (as I always do) to carry out an upgrade. The phone was unavailable 'in store' so I was sat at a desk and put on the line to their 'web n match' service. (It's actually just their call centre) I was sold a very good deal - which in hindsight was too good to be true - and agreed to take out the contract, delivery would be within 5 days. 5 days came and went, no delivery so I called their hotline to be told that the deal I was offered doesn't actually exist and needed to be 'repitched' to me. I asked for the problem to be solved but was told the original salesman would have to call me back the next day. He didn't. So I called again. They still said it had to be repitched but this time they could do it for me. I was so annoyed with it that I cancelled the order and decided to use dialaphone.
When calling Dialaphone I did not know that they are also ran by phones 4 u. I told them my problem and was again offered the same deal but this time £7.50 more expensive. I asked them to check it was available as it wasnt with Phones 4 u and was assured that it was. (they still failed to tell me they are actually the same company) So I agreed. Delivery would be within 5 days. Again 5 days pass and no delivery, call dialaphone back, ask to be put through to the salesperson's extension (which she told me to call in the event of a problem) and was told they "are not allowed to" and "unless you are buying then you need to ring another number". Told them I already rang the number given and it was automated so could not resolve my problem and was eventually put through to customer services.
Customer services now tell me my order does not exist on the dialaphone system. By this point I am really angry and give all details, (sales key, ext no, name of salesperson, time and date of call) to be told that the order has been passed to the Phones 4 u head office. NOBODY TOLD ME THIS AT POINT OF ORDER. Get put through to that department and told that the handset is out of stock. Even though I was assured that it was 100% in stock and being depatched on Monday when I placed the order. Now waiting for someone to call me back with an update.
I have always used phones 4 u and was always very impressed with the service. Generally if you do it face to face in store then you have an outlet to return to to complain. I will NEVER use this company again and would advise all others to seriously consider using them. Having worked in sales and marketing myself I am utterly appalled at the money grabbing sales spiel that tells you what you want to hear to attain their commission, perhaps they should introduce a clawback scheme for all those cheating, lying salespeople they employ.