Matthew

An excellent experience. The device grading on the website comes with helpful pictures to show you what kind of scuffs or damage fall into what category, much more helpful than having to guess and be told by someone you are wrong. Customer services were quick and friendly with their extra questions in my case. Full quote was given hassle free. Definitely try The Big Phone Store before other providers. Thank you!

Great system and service. Never an issue. Thanks to Ivo who sorted an issue with me today and the other very friendly staff.

Before detailing my complaint, I must acknowledge the frontline phone and email staff (including Nox, Faith, Mia, and Ann, amongst others) who were consistently polite, respectful, and genuinely sympathetic throughout. It's unfortunate that their professionalism isn't matched by a management structure capable of meaningful resolution.

My troubles began when the 3 Jan "Next Day Delivery" failed to arrive. The handset then appeared to go missing (I suspect either never leaving the facility or lost in transit). This doesn't seem to be a stock issue, as I'd been given a serial number on receipt and the model remains available on the website.

After several days without a phone and repeated assurances of escalation, I contacted the cancellations team to explore ordering elsewhere. I was told I couldn't cancel because the phone was missing, and they needed to locate and physically return it first.

This created an impossible situation. I was bound to a 24-month O2 contract and being charged for a service and device I didn't possess. At the time of writing, I'm still incurring charges for a phone neither I nor MPD have. I only managed to cancel this morning by mentioning I'd otherwise have no choice but to use my credit card's chargeback facility, at which point I was suddenly able to cancel. I've still received no confirmation or refund.

Despite multiple emails, my correspondence was effectively ignored. I never spoke with a manager, despite being told on several occasions that my case was being escalated. No one engaged with my formal request for goodwill compensation to acknowledge the considerable time, frustration and inconvenience spent being without this phone and chasing an order that failed from the outset.

Being charged for a contract (£599 upfront plus £10.94 monthly and counting according to O2) for a £1,200 device that never arrived represents a clear failure of service.

My advice is to avoid this provider if you need a phone urgently. If you do proceed, use a credit card if circumstances allow. The chargeback protection may prove essential. Relying on the company's internal processes left me financially vulnerable and trapped pending their logistics resolution (still ongoing), a position no consumer should face.

Easy and simple to use, friendly staff, amazingly quick with order and delighted with the experience. Thank you!

Great experience from website to door. With the difficulties between England and NI shopping, a lot of options have closed down or become very expensive. Fairleys was a great local way to send presents to my family this Christmas with great choice and frequent delivery updates that even some of the most popular or biggest supermarkets cannot offer. Will be using again!

Got to say this is the one company where unsubscription is very straightforward and easy. I've subscribed for a month to watch the last Federer match and have no intention to continue. But was so pleasantly surprised with the ease of subscription and unsubscription was worth a review. Thanks.

This is a review of the website, and ease of purchase. I ordered a 2017-18 Hamburger SV home shirt from the store, so clearly there is an excellent range of products with multiple size options. There were many legitimate and secure methods of payment, with standard and express delivery options from Royal Mail and DHL. I cannot yet comment on the delivery service or product authenticity just yet, but the process so far has been easy, slick, professional, and secure.