1stmobile.uk Reviews 7

Reply from 1stmobile.uk

Updated Dec 23, 2025

Unfortunately this is one of the most ignorant customers we have had the misfortune to deal with. The item was delivered to the address shown on the order details, which can not be edited by us, and the carrier has confirmed and provided photographic proof that it has been delivered. It has NOT been determined that the item has been delivered to "the wrong address" as he claims.

However, we have agreed to contact the carrier to launch an investigation and have advised the customer that these investigations generally take some time, (he actually proved this point in his original review which he has now chosen to redact as it was proof of what we are saying).

He has indeed contacted us multiple times - the latest count is 11 messages within 2 WORKING DAYS and has been advised that the carrier is investigating now AT LEAST 5 TIMES IN 2 WORKING DAYS . We simply do not have any further information to give until we get a response from the carrier. Unfortunately this customer has chosen to completely ignore that and has pushed and pushed and pushed for a reply over and over again and we have regrettably now had to advise him that his incessant messages are bordering on harassment.

We can not give a response from the carrier until the carrier responds. It's that simple and it is beyond absurd to expect a resolution to an investigation within two working days at this time of the year (or at any time for that matter), and he has been advised that it is likely to take considerably longer than that.

Carriers deliver millions of items a day and have to handle tens of thousands of enquiries every single day so expecting a resolution to an enquiry in 2 working days is just plain ridiculous - you're lucky to even get a response in that time from most businesses - but unfortunately this is what we have to put up with from a minority of entitled customers who expect the world to stop and deal with them because they have a problem.

Tracking details are provided and the customer is free to contact the carrier himself should they wish to do so (if you're that desperate for a response then wouldn't you go direct to the source? While we're happy to deal with the issue on his behalf, nothing is preventing him from doing so. We are 2 days off Christmas day, everybody knows it's the busiest time of the year for most retailers and carriers.

The reality is that all we have from the customer is a copy of our dispatch email on which the delivery address has clearly been edited (something he has notably omitted to mention), so make of that what you will.

Reply from 1stmobile.uk

Aug 18, 2025

Absolutely no idea what this buyer's problem is. We sell ONLY new and sealed items and have a full 30 day return policy. He claimed to have we one sort of problem with Smarty, which is nothing to do with us but we would have been happy to help and advise, however we didn't get a single coherent sentence out of him, just a tirade of abuse. Needless to say that it's completely unacceptable (and illegal) so he was blocked. Sadly this is what we have to put up with these days. We don't even know what his problem was!

Reply from 1stmobile.uk

Updated Aug 19, 2025

Our prices are extremely competitive but nobody is forced to buy. We sell single items, we do not sell any in pairs and never have. We also provide plenty of on-site discounts and free shipping. We have no record of any return from this customer and he provided no details to started that he had returned anything. We do not publish our return address as it varies depending on the item (some items may need to be returned to the manufacturer) so we don't even know what he sent or where he sent it to. Not sure what any of that has to do with our service.

Why this reply is late: Trustpilot (ironic name) are using our business name, a registered trademark, without our permission to publish these reviews without our knowledge and against our will. We had no idea these reviews existed as we used a reputable review service, Judge.me to curate our website reviews and we have a score from hundreds of reviews of 4.9 out of 5, and 99.8%on eBay from over 12,000 reviews over 15 years. Trustpilot get away with it because they avoid legal action by operating from a different country outside the jurisdiction of the UK.

Reply from 1stmobile.uk

Updated Aug 19, 2025

No idea what the problem is here, we do not "activate your service", only the networks can activate your SIM card, nothing to do with us. Full details and extensive contact information is included with your order, including links to several help pages on the website.

We do not publish a direct phone number because we are only a small team and we get inundated with sales calls if we display our number. We're not an emergency service. Email is preferred because then we have a permanent written record of your query, and you can also use the chat service on the website or complete the form on the "contact us" page, a link to which is on every single page of the website so if that's not enough for you I'm not sure what we can do for you. There are many much larger companies than ours that do not provide that many options to contact, and all these details are included with your order. Additionally, if you have an issue connecting your SIM card then it's the network you need to be talking to, details are included with your order. We have no more control over connections than you do. Refer to the instructions provided.

We respond to all messages, the only time you are not likely to get a reply is if you haven't told us who you are (it's actually very common for customers to contact and not give a name, an order number or even details of what they purchased, I have no idea why), or possibly because you haven't included your order number as requested - we can only discuss account issues with the buyer by law - or you have not provided a proper email header, in which case your message may well send up in spam (we get thousands of spam emails every month and don't have time to sift through them, very common when users don't include a full descriptive header (preferably including your order number) or only type one or two short words.

I've no idea what you found on Amazon but since the cheapest possible shipping price is 87p for a second class letter, plus the cost of the envelope and stationery and commission fees paid to the payment processor, on top of our operating costs I find it extremely unlikely that anybody is going to sell you anything for 32p as they would be selling at a considerable loss which doesn't make any sense so I think a bit of common sense is called for; if somebody is offering something for 32p and you don't see a problem with that I can't help you. I think when you read the details properly you will find various costs including shipping and possibly other fees are added on. We include tracked shipping in the price of your item. That said, whatever you buy you will find different prices at different retailers, it's up to you to shop around before you buy, if you haven't done that then that's entirely on you, you can't go blaming somebody else for your shortcomings.

Why this reply is late: Trustpilot (ironic name) are using our business name, a registered trademark, without our permission to publish these reviews without our knowledge and against our will. We had no idea these reviews existed as we used a reputable review service, Judge.me to curate our website reviews and we have a score from hundreds of reviews of 4.9 out of 5, and 99.8%on eBay from over 12,000 reviews over 15 years. Trustpilot get away with it because they avoid legal action by operating from a different country outside the jurisdiction of the UK.