Fonehouse Reviews

: 47
66% Would buy here again

Most relevant positive review

  2024-06-06
Replacement phone case
I found myself having to get in touch with the customer service team at this shop because my orde...Read on
kieran

Most relevant negative review

  2024-07-03
iPhone 15
My contract was up on phone and I wanted yellow in the iPhone 15, my usual supplier was out of st...Read on
Peter

Review with most votes

  2018-12-03
Upgrade
The company took £170 from my account up tilll the time I write no phone no refund . They are sca...Read on
Eunice tolufashe

Reviews (47)

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    Phone pre-order, wrong color, chat with Molly

    I ordered a phone in advance, but it arrived in the wrong colour. The next day, I had a chat with Molly and she sorted it out for me. Now I'm getting the correct colour and still getting my free gift! The service was really speedy and excellent.


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    Quick and easy phone upgrade

    They gave me a call to suggest an upgrade, which was a bit irritating, but once I agreed, getting a new phone was quick and easy. I would definitely recommend them for this reason.


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    Smartphone upgrade

    I've been a loyal customer for quite a few years now and I have to say, I'm really impressed with the service this company provides. The deals they offer are always really good and the delivery is super quick. I recently upgraded my smartphone through them and it was so easy and stress-free. I'll definitely be coming back for more purchases in the future and would absolutely recommend this company to anyone else.


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    Mobile phone purchase

    I have to say, dealing with Joshua was a really nice surprise. He knew his stuff and was straight with me, giving me info that helped me make the right choice with my purchase. It was clear he cared about finding the best option for me, instead of just pushing for a sale.


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    Mobile phone

    Ordered a new phone on 12/07/23 and was before 2100 so expected next day delivery as advertised. Provided my PAC number to switch networks and everything seemed to be going fine. Received an email from new provider saying everything had went through and then received a message from old provider confirming my switch.
    Next day came and no phone, following day an email saying there was a delay and should get the phone on Monday (today).
    I have just received another email saying they tried to deliver the phone but they missed me which is just a blatant lie. I work from home, my desk is about 15 feet from my front door, I live in a cul-de-sac so all traffic easily seen. No knock at the door, no bell rung and no card to say they had been.
    Prices are great but delivery is an absolute shambles. Don't expect it next day, you will be disappointed.


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    Phone

    Was scammed by people claiming to be your company


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    iPhone 12

    Beyond disgusted. Ordered iPhone 12 which arrived and had poor signal. I contacted the fone house and arranged a return of the handset. I was advised to take photographs of the phone, which I done. After not receiving any response from the company, I contacted them to find out if the contract had been cancelled, only to be told that they required pictures because the phone, saying it was damaged. They had not emailed me to request this, I’d had to contact them. The phone was sent back in immaculate condition but they had insisted it was damaged but not actually specifying what the damage was, so I sent the photos that I had of the phone thinking that this would clear the matter up. Still no response from them again so I called to find out what was happening, only this time to be told that the images were not clear and in focus and they had returned the phone back to me. This is ‘poppy ...’ as they are clear. There is a reflection in the photo but you can still clearly see that the phone is scratch free. So basically they are now returning me a scratched phone. This in my opinion has all been done to get out of accepting the phone back. Don’t use this company. I still haven’t received the phone as yet and was advised it was returned two days ago. Still had no email notifying me of any of this! No images, no request for my images, and no notification that the phone was being returned or when I should expect it!
    Is this the way any legitimate company operates?
    They are underhanded!


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    iphone 12

    Ordered an iphone 12 a week ago and i'm still being told the phone is out of stock and they don't know exactly when there are getting them in. When they do there is a huge list of customers waiting for them. Quick enough to take your money with the promise of next day delivery....this doesn't happend.


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    Galaxy Note 10+5G

    Buyers Beware! This company is distributing non genuine OEM items. My Samsung Galxy Note 10+5G charger adaptor exploded causing damage and the potential for serious injury. Samsung have confirmed the charger provided by Fonehouse is a non genuine copy and the phone provided by Fonehouse is designed for use only in Europe. I have given Fonehouse every opportunity to resolve this matter and they have simply not responded. I am now left with no alternative but to pursue with trading standards.


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    Samsung

    phone was faulty from the start so I contacted EE who after a series of many tests which took around 3 weeks including giving me a replacement phone to see if the problem existed came to the conclusion that they would replace the phone as it was faulty. Eventually EE realised that the phone was not from themselves so asked me to contact fonehouse for a replacement. Fonehouse asked me to contact Samsung for a replacement who asked me to go back to fonehouse who then asked me to go back to Samsung who then asked me to revert back to fonehouse.
    I then got through to Antony Chamberlain who asked me to obtain an email from EE to say that my phone was faulty and to explain what they have done. He said he would forward this to the manager. However I did not hear back from Antony Chamberlain despite many emails asking of any updates. However 5 days later, Friday, I managed to get hold of him and he said that by Sunday I would receive a new phone after I sent back my faulty phone. By Sunday I had not received a phone. Despite many emails asking Antony what was happening as he ignored them, I got hold of somebody called Sirajul Islam (Raj). He too promised me a new phone also, however this did not occur. I called customer services and spoke to Antony and when he realised it was me he put the phone down (it took me a long time to get through). Eventually I managed to get hold of him and he said that he would send a new phone the next day however at the same time I received an email from Sirajul saying that I will not be receiving a phone. When I returned my phone I was then told that they could not diagnose a fault however they did not say anything about diagnosing a fault as my new phone was going to be sent out the very day that I sent my old phone back. A new phone was to be sent out regardless. Also in many conversations with a woman called Liberty who insisted that Samsung should provide a fault report and despite me telling her that they did not diagnose a fault it was EE, she insisted that I do this. Samsung said they cannot provide a fault report as they themselves did not locate the fault but she insisted that they should. She spoke over me on each occasion and would not sympathize that they provided me with a faulty phone and insisted that it was over the 30 days which I explained it took EE a number of weeks to diagnosed their faulty phone.
    I was even told that they could not guarantee that they would not involve debt recovery. I did not get any reassurance that my money would be returned so I had to contact my bank in the end to deal with this on my behalf which they did.
    One occasion when Raj offered me a new phone he even asked me to pick a colour and said it was in stock however this never arrived either. I emailed many times trying to find out why why this was not actioned however he did not respond. This was very frustrating.
    I was offered a new phone by Antony twice and once from Raj however these phones have never materialized.
    I have gone through so much stress and so much time on the phone and nobody could admit that I had the right to be sent a completely new phone as their phone was faulty. I sent numerous emails (around 30 in total) however they were all ignored. I even made arrangements to be in when the phone was to be delivered. EE was willing to send me a phone until they realised it was not their responsibility. I had no idea that I would be chasing fonehouse for 3-weeks to no avail.
    Considering this is a £600 phone I did not expect this treatment and I would very much not want anyone else to go through what I have gone through.

    Regarding the reply Weronika.
    Wow what a response. I made apx 15 calls and apx 30 emails were sent and NOTHING was ever sorted. Still no phone. Obviously your response is for public benefit.
    Ps. Your staff were well aware that I would be mentioning names. I reminded them of this many times however they could have prevented this by complying with The Consumer Rights Act!!




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    Samsung Galaxy S20

    I wouldn't buy from them again. They sold me a phone with a faulty charger and are refusing to replace it


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    S20

    Read the reviews on here after already placing my order and was worried my phone wouldn't arrive or there would be some sort of issue. Not the case for me. Placed order Tuesday morning and phone arrived Wednesday afternoon. I was updated regularly by email and was sent a tracker for dpd. Not doubting anybody else's reviews but I didn't have any issues myself ????


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    iPhone 11

    How does payment work with this phone do I ring EE and do it from my account. If I’m not happy can I cancel and sent it back if not sure


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    iPhone xr

    this site is very confusing to understand. I bought this phone for 35 a month for three years... and they asked me if I had an existing number with three. I do already have a contract with three and I stated this, yet today my phone came in the post and inside was a new three contract??! I rang three to tell them I did not want this contract, so they told me I'd need to pay 600 pounds upfront due to early cancelling on a contract I did not want!

    Im a student that earns £250 a month maximum and I don't have this sort of money to fix something I didn't cause. Im extremely upset and stressed about this as you could imagine. what on earth can I do about it? I return the phone but still have to pay for this contract refund? very very heartbreaking.


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    Samsung a20

    My daughter loves her phone and switch.


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    iphone xr

    Ordered over the phone from a nice lady called Lisa it was easy and got as good 36£ price


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    S10 on Three

    Good Black Friday deal


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    https://www.fonehouse.co.uk/mobile-phone-deals/apple-iphone-xr

    Ordered yesterday, arrived today. Super easy.


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    I phone6 with cash back

    Cash back does not work.


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    Samsung s10 plus

    Purchased a new contract and phone from this company. The phone arrived quick but had damaged to the screen. I suspect this was not new as there was no screen protector on it. It took four days to get the return address. I realised this was very odd and asked to cancel the order. Over a week later they tell phone has more damaged than I described and they wont cancel the contract and accept the return. I am now stuck with a 50 month contract, no phone and no sim. Do Not use this company they are dishonest and supplying use phones as new.


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