Breach Of Consumer Rights Act (2015)

Hello ​@Leyton 

Thank you for getting in touch with us here on the community. 

We are very sorry to read of your experience and apologise for any inconvenience or frustration caused to you.

Can you please confirm if you have received a letter from ourselves outlining our final position? From your post, I suspect this to be the case as the matter has gone through the Ombudsman but I would like to double check.

Thanks, 

Nat 

Hello ​@Natalie W

Thank you for the response,

I did receive a deadlock letter that confirmed that i was not going to be issued the correct phone, to which it was taken to the ombudsman. The initial decision was that iD mobile won the case because of CCTV footage that iD packed the correct phone so it isnt their fault. However, I have decided to challenge because I have done further research and discovered that iD mobile is breaking the law and acting illegally as they are still responsible for me getting the correct phone even if stolen by a courier. So I am awaiting a decision after letting the ombudsman know that iD has broken the law.

Leyton

Thank you for your reply ​@Leyton 

You do have the option to appeal the decision directly with the Ombudsman but I am afraid as the case is now with them, we would not be able to assist further. 

Thanks, 

Nat 

Thank you ​@Natalie W,

I have appealed the decision (challenged with evidence of the CRA 2015), but my original post still stands. iD have been nothing but difficult and tried to deflect responsibility and blame despite the fact that the Consumer Rights Act 2015 states that it is the sellers responsibility to ensure the product is delivered correctly, not the courier, and especially not the customer. So I am warning others to stay wary and what to do if this happens to them. iD definitely needs to re-read their legal obligations as a company.

Leyton

Hey there ​@Leyton, no problem at all.

We’re very sorry you feel that way and we hope the Ombudsman can help you further if needed.

Thanks,

Tyler

Hi Layton

Exactly same thing happened to me

Oumbustman is just waste of time !!!

Yes. They seem very retailer sided despite being unbiased as they claim that the CRA is insufficient to the case when it quite literally applies to what has happened. so I'm taking them to small claims court.

I Upgrade my contract in December for iphone 16 which suppose to be my son only Christmas present..received iphone 14 pro max in purple..since then I'm in battle with them ..oumbustman said correct phone was put in bag acording to CCTV But on one picture with label Clearly can say it's not my post code !! Disgusting what they did..but I'm not give in up

Good evening ​@Leyton and ​@Walsh.e1,

I’m so sorry to hear about the issues you’ve had with your Deliveries. I’ve escalated this thread to my team and will get back to you both soon.

Thanks. 

Something is definitely fishy with what they're doing, it doesn't make any sense. If I were you, I'd speak to citizens advice and take it to small claims court, ombudsman was a waste of 3 months

That's exactly what I'm doing now 

I wonder how many more people like us is there..

Hope we will get somewhere..thanks for advice 

​@Matthew T 

You are not sorry, or this would have been sorted and I would have the correct phone. I have already issued my small claims court letter to iD, I am just waiting for the deadline before submitting my case to small claims court. However, ​@Walsh.e1 may benefit more from this.

Morning ​@Leyton,

I’ve arranged to get a replacement phone sent out to you. I’ll message here again with more information on when you can expect it to arrive.

Thanks.

Morning ​@Walsh.e1,

Same for you as well. I’ve arranged to get a replacement phone sent out to you. I’ll message here again with more information on when you can expect it to arrive.

Thanks.

​@Matthew T 

That was not the response I was expecting, iD have been so difficult so this is a pleasant surprise. Is it going to be the phone I should've received (Google Pixel 9 Pro)? Please keep me up to date with process, thank you. 

​@Matthew T 

Furthermore, please private message me if you need address, email, and phone number.

Thanks again.

My son asking me everyday when he will get his new phone..I'm really hope this is not another fake promise..thanks

​@Leyton ​@Walsh.e1 -

Both of your orders have been processed and now show as ‘Picking’ status. Expect delivery tomorrow / Thursday. Thanks!

Hi ​@Leyton ​@Walsh.e1,

We hope that your query has been answered.

If you require further assistance, please get back to us.

Kash

Please send me tracking number when available or any confirmation 

Thank you

​@Kash ​@Matthew T 

I would like the tracking number also, if available.

Thank you.

​@Leyton, ​@Walsh.e1 -

I’ve sent you both a Private Message. Thanks!

After 3 months battle my son finally received his new phone His face yesterday was priceless Thank you ​@Matthew T for sorting this You deserve a medal Thank you ​@Leyton for putting this post and hope you got your problem sorted too

​@Walsh.e1 -

I’m so glad I was able to get this resolved for you. I’m sorry for the experience you’d had to date. ​@Leyton have you also received your phone okay? Thanks!

Thank you ​@Matthew T, I did receive my phone. After the stress of dealing with the other iD teams, I cannot thank you enough for the resolution you provided which I've been fighting for. I also would like to thank you ​@Walsh.e1 because if you hadn't put your story onto this post, and we hadn't had a chat, then it wouldn't have been flagged to the community managers and we wouldn't have received our phones.