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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Joshua was polite and really informative when going through my options, they have managed to save me some money per month with no sacrifice or anything I needed to do extra. Really smooth experience a... See more
Company replied
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
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.
Customer service with Joshua on point
Customer service with Joshua on point ? Straight to the service no games complete sales person thank you M8 ? Well appreciated “ trust” quality God bless you pal kind regards Geo.B 👊.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning George,
We're so glad to hear about your positive experience with our team member! It's wonderful to know that we provided you with excellent service. We truly appreciate your kind words and your trust in us. Thank you for sharing your feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Joshua was very helpful in choosing the…
Joshua was very helpful in choosing the right phone for me today and now I've finally got my upgrade as he sorted it all for me couldn't recommend enough he offered excellence customer service
11 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Chantelle,
We're delighted to hear that our team member was very helpful in assisting you with choosing the right phone and sorting out your upgrade. It's wonderful to know you received excellent customer service.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Excellent call today regarding phone…
Excellent call today regarding phone upgrade. Adviser Anthony Chamberlain was informative, polite and easily understood.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Afternoon Ryan,
We're so pleased to hear that your call regarding the phone upgrade was excellent and that our team member was informative, polite, and easily understood. We appreciate your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Daniel was very helpful
Daniel was very helpful, answered all my questions and was very professional which made my upgrade to a new phone seamless. I’ll be sticking with fonehouse in the future.
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Oliver,
We're delighted to hear that your experience was seamless and that all your questions were answered professionally. We truly appreciate your loyalty and look forward to assisting you in the future.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Top service from kayla
Top service from kayla , she was really helfully 🙏
11 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Tropoja Tropoja,
We are so happy to hear that our team provided you with such helpful 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
Reply from Fonehouse
Good Morning Richard,
Thank you for taking the time to speak with us following your Trustpilot review.
Firstly, we would like to sincerely apologise for the experience you have had with us, the courier and the network. This is not the level of service we aim to provide, and we’re pleased that we were able to speak with you directly and work towards resolving the issues you experienced.
As discussed, you requested for your number to be ported to the network again, and they have confirmed via text that the port is scheduled to take place today. Should you experience any further issues with this, please get back in touch with us and we will be happy to raise this with our account manager at the network to investigate further.
We have also arranged a gesture of goodwill, which will cover your first month’s line rental. This should be paid within 3-10 working days.
We genuinely hope that the steps we have taken have helped to improve your experience, and we appreciate you taking the time to speak with us and give us the opportunity to put things right.
Kind regards,
MJ
Service and delivery was quick
Service and delivery was quick. The phone deal was incredible. Very happy. This is my third phone purchase (upgrade) over 6 years with Fonehouse.
2 August 2026
Reply from Fonehouse
Good Morning,
We are so pleased to hear that your service and delivery were quick and that you found the phone deal incredible. It's wonderful to know you're happy with your third upgrade over six years!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Reply from Fonehouse
Good Morning Joanna,
We're delighted to hear that you found a good deal and experienced quick delivery! Thank you for sharing your positive feedback; it truly means a lot to our team.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Outstanding delivery all on time and…
Outstanding delivery all on time and delivery to you outstanding.
1 August 2026
Reply from Fonehouse
Good Morning Rich,
We're so pleased to hear that you experienced outstanding and on-time delivery! We truly appreciate your positive feedback.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Reply from Fonehouse
Good Morning Sean,
We're happy you found our service quick and easy, with good prices and fast responses! We appreciate your positive feedback and thank you.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Very informative and gave us a great…
Very informative and gave us a great deal. We will continue to use fine house for may years
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Lee,
We're so happy to hear that we provided you with valuable information and a great deal! We truly appreciate your continued loyalty.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
The call hander was fully knowledgeable…
The call hander was fully knowledgeable about the product of which i required. Listened to what I had to say, was polite and also engaging. What an absolute delight to of had this lady take my call. Fully impressed and at ease as a new customer. Thankyou.
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Fraser,
We're absolutely delighted to hear you had such a positive experience with our team! It's wonderful to know that the call handler was knowledgeable, attentive, polite, and engaging, making you feel completely at ease as a new customer.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
The phone was supposed to be new but…
The phone was supposed to be new but it’s getting absolutely red hot so hot that I couldn’t keep it in my hand so I’m sending this iPhone back I’m not paying for defective phone
1 August 2026
Reply from Fonehouse
Good Morning Denise,
We’re very sorry to hear about the issue you’ve experienced with your handset. We completely understand your frustration, particularly as the phone becoming excessively hot is not the experience we want our customers to have.
As you’re unable to be without a phone while we go through the exchange process, we have arranged for the handset to be returned once we receive the handset back, we will arrange for the contract to be disconnected accordingly.
We apologise again for the inconvenience caused and appreciate your patience and understanding.
Kind regards,
MJ
Third time upgrading with Fonehouse
Third time upgrading with Fonehouse, always reliable and Nicole was very helpful!
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Millie,
We are so pleased to hear that your third upgrade with us was a reliable and helpful experience! We truly appreciate your continued trust in our service.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
The agent i spoke was really helpful…
The agent I spoke too Thomas was really helpful and fast and efficient covered everything really well
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Wez,
We're delighted to hear that our team member was really helpful, fast, and efficient, covering everything so well for you. We appreciate your positive feedback!
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Really not my favourite company to deal…
Really not my favourite company to deal with. Had to phone up to request a return number (which you don’t even need anymore!! - apparently the website is outdated). When I phoned up had a rep tell me that no one was available to talk me through the process and that they would call me back within the hour -which I couldn’t do so we arranged a different time for them to call. No one called me at the specified time. So… I called them, was put through and had to sit through a 10minute talk about how to return the phone. This info gets sent over email anyway so having to call up is a complete faff and pointless part of the returns process. They need to streamline this and stop wasting customers time.
1 August 2026
Reply from Fonehouse
Good Morning,
We’re sorry to hear about your experience and, in particular, for the delay in getting back to you at the agreed time. We understand how frustrating this must have been and apologise for the inconvenience caused.
When processing a handset return, we are required to go through the relevant terms and conditions with the customer over a recorded call. This is an important part of the process as it ensures the customer is fully aware of the return requirements, including the condition the handset needs to be in when it is received back. If this recorded conversation does not take place, we are unable to send the return information by email.
Our website is not intended to provide an alternative returns process. The requirement to contact us is there to ensure the return is processed correctly and that the handset is sent to the appropriate location, reducing the risk of it being sent to the wrong address or not being received correctly.
That said, we appreciate your feedback regarding the process and the time taken to complete your return. We will review this internally to see where improvements can be made and how we can make the experience more straightforward for our customers.
We’re sorry again for the inconvenience and appreciate you taking the time to provide your feedback.
Kind regards,
MJ
Amazing!
Harry, was ever so helpful. With my millions of questions, in this heat 😂
Thankyou for the best service I have ever received!
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Ella,
We're delighted to hear that our team member was so helpful and provided the best service you've ever received, even with all your questions! We appreciate your positive feedback.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Con merchants do not use fonehouse took…
Con merchants do not use fonehouse took money from card never pricessed the order 10 days later still waiting for my money back
Avoid at all costs scam company that rips people off
30 July 2026
Unprompted review
Reply from Fonehouse
Good Morning Col,
I can see you left a 1-star review, and we are sorry that your experience hasn’t been what you expected.
I am unable to locate any of your order details, and I would love to hear more on how we could have served you better. Can you please provide your order and contact telephone number so we can discuss this with you.
Alternatively you can contact our customer service team on 0333 900 1133 and select option 2.
Kind regards,
MJ
Applied for a mobile contract with…
Applied for a mobile contract with Fonehouse. The next day I had a email to say I was successful and my phone will be with me the following day.
Phone came the next day, updates throughout the process.
Very happy I come across these on my google search. Good monthly payments that are cheaper than going direct to the supplier.
8 August 2026
Reply from Fonehouse
Good Morning Kirsty,
We're delighted to hear you had such a positive experience with your mobile contract application and that your phone arrived so quickly with helpful updates throughout! It's great to know you found our monthly payments to be a good value.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
Our experience
With the assistance of Jake, our experience with fonehouse has been effortless and rapid in conclusion!
Thanks to all that make this possible, 2nd shout out for Jake!
10 August 2026
Unprompted review
Reply from Fonehouse
Good Morning Si Bruce,
We're delighted to hear that your experience was effortless and concluded rapidly. We appreciate your positive feedback and are glad our team made it possible.
If you have any further queries please contact us at hello@fonehouse.co.uk
Kind regards,
Fonehouse Customer Support
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