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?

Show previous replies

W

Walsh.e1

Active Contributor

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

L

LeytonAuthor

Active Contributor

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.

@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.

Leyton

Matthew T

iD Mobile Employee

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.

iD Community Manager

Matthew T

iD Mobile Employee

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.

iD Community Manager

L

LeytonAuthor

Active Contributor

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.

@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.

Leyton

L

LeytonAuthor

Active Contributor

@Matthew T

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

Thanks again.

Leyton

W

Walsh.e1

Active Contributor

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