Active Contributor

Breach Of Consumer Rights Act (2015)

Forum|Forum|1 year ago
February 10, 2025
42 replies
1039 views

Hey everyone,

I wanted to share my recent experience with iD Mobile to warn others about how they handle disputes when things go wrong. If you're thinking of ordering from them, be aware of your consumer rights before doing so!

For context on the situation:

I pre-ordered a Google Pixel 9 Pro from iD Mobile.
When my package arrived, instead of the Pixel 9 Pro, I found an iPhone 15 Pro inside.
I immediately contacted iD Mobile, but they refused to help and told me to contact DPD (the courier) instead.
DPD told me to go back to iD Mobile—so I was stuck in a loop.
Despite providing photographic evidence, iD Mobile insisted they sent the correct phone.
I escalated to the Ombudsman, who sided with iD Mobile based on their warehouse footage, even though I never received the correct device and their “warehouse footage” was two cropped screenshots of their CCTV.

Under the Consumer Rights Act 2015 (Section 28(2)), the retailer (iD Mobile) is responsible for ensuring the correct product is delivered—not the courier. Even if they have footage showing the correct item being packed, this does not absolve them of responsibility.

If a customer receives the wrong item, the retailer must resolve the issue by either:

Sending the correct product

Offering a full refund

Passing the blame onto the courier is not legal. The contract is between the customer and the retailer, not the courier.

What you can do if stuck in this scenario:

Quote the Consumer Rights Act 2015 in your complaint.
Do not accept being redirected to the courier—your issue is with the retailer.
If the company refuses to cooperate, escalate to Trading Standards or file a claim through Small Claims Court.

I am yet to raise this legally but I am going to do so as this is no good.

Has anyone else experienced something similar with iD Mobile?

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Natalie W

iD Mobile Employee

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

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LeytonAuthor

Active Contributor

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

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Natalie W

iD Mobile Employee

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

L

LeytonAuthor

Active Contributor

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

Tyler C

iD Mobile Employee

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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Walsh.e1

Active Contributor

Hi Layton

Exactly same thing happened to me

Oumbustman is just waste of time !!!

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LeytonAuthor

Active Contributor

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.

Leyton

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Walsh.e1

Active Contributor

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

Matthew T

iD Mobile Employee

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.

iD Community Manager

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LeytonAuthor

Active Contributor

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

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

Leyton