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 delive