We decided a while ago that we wanted 5he particular handsets we chose, however, if that weren't the case, 5heir website is easy to use and intuitive yo navigate. The actual tariff costs were clear... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Callum who contacted me was polite,respectful, friendly and very helpful. He advised me of my options as my contract was up and there was no hard sell to go for expensive upgrades etc. He was very pro... See more
Company replied
I had an excellent experience at Fonehouse, thanks to Callum. He was extremely helpful, friendly and knowledgeable, and made the whole process so easy. He took the time to explain everything clearly a... See more
Company replied
Spoke with Taila Cox to enquire about a phone I ordered. She dealt with my enquiry in a friendly, polite manner with efficiency. My phone was delayed by the courier not by Fonehouse due to my rural lo... See more
Company replied
Company details
- Telecommunications Service Provider
- Cell Phone Store
- Electronics Store
- Internet Service Provider
- Telephone Company
About Fonehouse
Written by the company
Our team
are all based in the UK and will make every effort possible to understand your needs and
identify a resolution.
We use
DPD's premium next day delivery service to ensure customers receive their handsets
quickly and security.
Established in 1994, we strive to provide our customers, with the lowest price and best
deals across a range of incredible mobile brands.
Fast and
reliable mobile phone repairs. Fonehouse now offer accredited same day phone repairs in
over 50 locations nationwide.
Fonehouse has been looking after customers and their mobile needs for over 30 years.
We continue to offer great prices across New Contract Handsets, Upgrades, Sim Only and Sim Free devices, not only online, but also across our 62 stores nationwide and through our UK based Call Centre.
Our aim is to make your journey in finding your mobile phone solution as easy and enjoyable as possible.......whether that's switching to a new handset & contract, upgrading, trading in an old device, or repairing an existing one......we have the service for you.
Fonehouse... Your Home For All Things Mobile.
Contact info
KTM Online Ltd, Unit 5, Bracknell Enterprise Centre, , RG12 7GL, BRACKNELL, United Kingdom
- 0333 900 1133
- hello@fonehouse.co.uk
- www.fonehouse.co.uk
4.6
Excellent
39K 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.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very friendly
Very friendly, very professional and the services that is happy to receive. Thank-you for taking time to explain it all
13 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Kasia,
We're delighted to hear that our team was friendly and professional, and that you were happy with the service received. We appreciate you taking the time to provide your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Very good price
Very good price, cheapest we found for an iPhone 15 plus good price for my old phone.
Speedy payment also.
10 August 2026
Reply from Fonehouse
Good Morning Claire,
We're delighted to hear you found a great price for your new iPhone 15 and also for your old phone! It's wonderful that the payment was speedy too. Thanks for your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Just set up a new contract with Lucy
Just set up a new contract with Lucy, she was a great help
12 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Stuart,
We're so pleased to hear that you found our team member to be a great help with setting up your new contract. Thank you for sharing your positive feedback with us.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Spoke with Harry to sort new phone…
Spoke with Harry to sort new phone contract. He was great. Informative and clear. Pleasure to speak to.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Petra,
We're so pleased to hear that our team provided such informative and clear service. We appreciate you sharing your positive experience with us!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Joshua made my day!*
I spoke with Joshua, who was extremely helpful and thorough in processing my order, exactly the same great deal I had seen online. He explained everything very well and made me feel really valued as a new customer.
*Edited to remove a star as I subsequently received an email asking me to upload security documents to my online account that I didn't have and couldn't create. My email address wasn't recognised despite being used to send T&Cs, order confirmation and the aforementioned email. The lovely Joshua didn't mention that I might have to provide my ID, bank statement and utility bill, after my order had been accepted, and I am now awaiting a reply to my email asking how to upload my documents. I doubt I'm getting my new phone today, anyway.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Ruth,
We're delighted to hear you had such a positive experience with our team! It's wonderful to know that our colleague was extremely helpful and thorough in processing your order, explaining everything very well, and making you feel valued as a new customer.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Customer service was very helpful and I…
Customer service was very helpful and I was well explained about my order, excellent service. Thanks.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Alf,
We're so pleased to hear that our customer service team was very helpful and provided you with an excellent explanation of your order. Thank you for sharing your positive experience!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Lucy - 5 star service
Lucy contacted me at a time that was good for me and took me through every step by step clearly explaining everything as she went. The whole experience was quick and easy thanks to Lucy and I would happily use fonehouse again
12 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Robert,
We're absolutely delighted to hear that our team member contacted you at a convenient time and clearly explained every step of the process. It's wonderful to know that the entire experience was quick and easy, and we appreciate your kind words.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Joshua was very patient and efficient…
Joshua was very patient and efficient when dealing with my protracted requests.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Kym,
We're delighted to hear that our team member was patient and efficient in assisting with your requests. We appreciate you sharing your positive experience!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Harry was able to offer the phone deal…
Harry was able to offer the phone deal I required, which offered a good discount on the original Fonehouse price by quoting the Uswitch deal via Fonehouse which offered a significant saving. Harry listened to my request and was able to offer the deal.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Gordon,
We're delighted to hear that our team member was able to offer you the phone deal you were looking for, providing a significant saving. It's wonderful to know that your request was listened to and met.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Nicole Bondarenko is absolutely…
Nicole Bondarenko is absolutely amazing. Clear, informative and very friendly. 5 stars is not enough for this lady. I would give 27 out of 27 :)
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Stephen,
We're so happy to hear such wonderful feedback! It's fantastic to know that our team member provided such a clear, informative, and friendly experience. We truly appreciate your kind words and generous rating!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Very easy to order and everything…
Very easy to order and everything arrived at the time they said it would.
I'd recommend!!
10 August 2026
Reply from Fonehouse
Good Afternoon MB,
We're so pleased you found the ordering process easy and that your delivery arrived exactly when expected. We truly appreciate your recommendation!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Awful,
SCAMMERS STAY AWAY
I think this might be a con. I sent for a phone yesterday, the phone arrived... box damaged and dirty, phone box has been opened and no screen protector on the phone.
Called customer services to explain, spoke to the most unhelpful call handler called 'Aimee', she was unwilling to help me to sort and said there was nobody else around to help sort this. Awful company.
in reply to what you put, this was not offered originally nothing was offered to me, absolutely shocking service!!!!!
I was looking for alternatives you offered me not a single solution to the problem that you caused. No help, no apology and nothing even as a good will gesture for the mess up that you sent me a opened and used mobile phone with three charge cycles on it, the phone was switched on already set up. All of the accessories also missing from the box. First used June 2026 with me only getting the phone yesterday 12 August, clearly been a used phone and selling it as a brand new phone. You can listen to the call time and time again it doesn't distract away from the fact of this that you sent a USED mobile phone and expected me to accept it with not even an apology for doing so. AVOID AT ALL COSTS!!!!!
12 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Emma,
Thank you for updating your review. We completely understand your frustration and are sorry that you felt nothing was being offered to resolve the issue.
We have listened back to the original call again and can confirm that a free collection and exchange was offered during the first call. However, we also appreciate that you were asking for the replacement handset to be sent before the original handset was returned. As this was outside of the usual process, our colleague was going to check this with a supervisor, who unfortunately was not available at the time.
We can see that the exchange has now been actioned for you, and your replacement device will be dispatched as soon as we receive the original handset.
We sincerely apologise for the frustration and poor experience you have had, and we appreciate your patience while we work to put this right.
Kind regards,
MJ
Used the branch in Bude Cornwall
Used the branch in Bude Cornwall , excellent service , quick and very good communication. Will definitely return if ever needed to
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Catherine,
We're so pleased to hear about your excellent experience at our Bude Cornwall branch. It's wonderful to know you found our service quick and our communication very good. We appreciate your kind words and look forward to welcoming you back if you ever need us!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Seems like a good company, although there are people impersonating this company. Make sure you’re speaking to the correct Fonehouse.
I originally read a negative review about this company however I have now come to find out I have speaking to the real Fonehouse that I was scammed by a company in personating them, the real company was very helpful and told me that the next steps I need to do to cover my bank and Call experian to stop any further Credit checks. It had shown that they had applied for over five mobile phones from different companies also loan and taken deposit money out of my account. Make sure you are speaking to the correct Fonehouse and I would like to thank you, Jennifer for helping me.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Alfie,
We’re very sorry to hear about your experience and are concerned by the details you’ve shared. In particular, we would like to investigate whether you may have been contacted by individuals impersonating our company.
We have sent you a request for further information so that we can look into this matter in more detail. We would appreciate it if you could provide the requested information so that we can investigate the circumstances surrounding the calls, payment and subsequent credit checks.
We take reports of potential fraudulent activity extremely seriously and apologise for the concern and inconvenience this situation has caused.
Kind regards,
MJ
Reply from Fonehouse
Good Afternoon Colin,
We appreciate your feedback regarding communication and weekend support. We are actively working to improve these areas for all our customers.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Spoke to Joshua today
Spoke to Joshua today
Friendly helpful service and efficient
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Stacy,
We're so glad to hear you received friendly, helpful, and efficient service. Thank you for your kind words!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Great deal!
Great deal!
Very competitive price and so far the mobile service seems to be strong. The process was smooth.
7 August 2026
Reply from Fonehouse
Good Afternoon Mark,
We're so pleased you found a great deal and a competitive price! We're also glad to hear your mobile service is strong and the process was smooth. We appreciate your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Order update
Spoke with Taila Cox to enquire about a phone I ordered. She dealt with my enquiry in a friendly, polite manner with efficiency. My phone was delayed by the courier not by Fonehouse due to my rural location. Taila was able to update me and allay any fears the phone was not arriving. Excellent service.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Craig,
We're delighted to hear that our team member handled your inquiry in such a friendly, polite, and efficient manner. We understand that courier delays can be concerning, and we're glad we could update you and reassure you about your phone's arrival. Thank you for recognizing our excellent service!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Nicole was very pleasant and helpful
Nicole was very pleasant and helpful. She actually was so perky and happy for the call that it made me feel happy too. Such a helpful and informative agent. I wish her the best as this really improved my day and I ended up with a phone at the end of the conversation! Win win. Thank you for all your help.
Rachel
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon,
We're so pleased to hear about your positive experience! It's wonderful to know that our team member's cheerful demeanor brightened your day and that you received such helpful and informative assistance. We're glad you ended up with a phone at the end of the conversation!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
I spoke with Taila Cox
I spoke with Taila Cox, and she solved my problem, thanks.
12 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Mohammad,
We're happy to hear that our team member was able to solve your problem. We appreciate you taking the time to share your positive feedback with us!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.