Breach Of Consumer Rights Act (2015)
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?
