Repairsuk 

Daughters phone broke {due to excessive use!!!} so did a internet search, Repairsuk.co.uk came up for I phone repairs . Checked the site out and everything looked legit, Got a pop up to describe what fault I had with my device and was told cost up front for a diagnostic. The cost of the diagnostic would be deducted from final repairs, so I was happy with the price. Was advised to send special delivery so I did and it was received less than 24 hrs later with online proof of signature. My only concern was the status of my device was showing as processing for 10 days, I phoned the Tel no: and spoke to repairer he told me what I had already suspected to be the problem with the phone so knew it had been looked at. I waited another couple of days and phoned again and was told the phone would be back the next day and the final price of repairs.

True to his word the phone arrived Saturday morning securely wrapped and working. I did before hand read some of the reviews and was quite disheartened with some of the comments, but they offered a service and saw the contract through, so I have no complaints.

Thank you Repairsuk.co.uk

I sent my Nexus 5 off to RepairsUK to get a screen replacement and was quite happy with the price and was looking forward to hopefully getting my phone back within a week or two.
After the second week I contacted the support to see if I could get a status update on the repair. After two weeks of trying to get through to their email and phone support (which never answered), I eventually got an email saying it was being sent by the end of the week. This never happened.

After another couple of weeks I managed to get through to the support and they said it was going to be sent to me within the next couple of days.
I eventually got it in the post and found that the case of my Nexus 5 now had cracks in various places and the screen was not actually installed correctly as it was protruding from the device.

I took pictures of this as soon as i'd opened the package and sent them directly to the manager who then explained that he was not responsible for the damage as my repair had been done by the previous owner of the company who was now nowhere to be found and i'd have to chase it up with him to get my money back.

I spent ages trying to get through to the old owner through various means and had absolutely no luck with this. I explained that surely as they have taken over this company they should be responsible for all of the current clients? The excuse handed to me was they had purely bought the website off the old owner and they were a new company.

After several phone calls to RepairsUK, they finally agreed to rectify the damage at no cost after I wasn't prepared to take their "Fantastic Deal" of only £60 to do it.

Up to this point I didn't suspect much and was quite happy that they were helping me out by doing the extra repairs for free and even though it took another 3 or 4 weeks, I got my phone back with the casing replaced and the screen correctly installed. Although they obviously weren't genuine parts and didn't even match the original colour, I wasn't about to complain because they'd sorted it at their own expense.

I did a little more digging to see if I could find the original owner and a familiar name came up. It was the family name of the companies new owner and I quickly realised that they'd lied to me when they said they had no way of contacting the 'old owner' who was responsible for my repair.
Turns out they are actually good friends and near enough family.

Although they are supposedly a different company trading as RepairsUK, i'm not completely convinced the website has changed hands at all.
Could they just be pretending to be different people to rid themselves of the responsibility of bad repairs and to refresh the reputation of the site?

I'd avoid them at all costs, go to a reputable store in person to sort it out because I got very poor support, lied to, non genuine parts and near enough scammed.
Also, avoid breaking your phone in the first place.

I have all supporting evidence available on request proving that I am a customer and supporting my comments.

My second screen repair using this company. The first time I took the phone into the store and received it back the same day. This time I posted in and the screen was replaced and the phone returned to me via special delivery. Excellent service once again, would recommend. Good communication and very quick response to emails.

My repair failed within a week. RepairsUK weren't interested in resolving the issue claiming it was my fault. I've basically just flushed £100.

Even though they could cross-ref my name in their invoice system they have queried my purchase by demanding an invoice. Dropped to 1* since after not standing by their work they are now just taking the mickey.

After trying a god awful repair company trading from his bedroom in witney with a PO Box delivery address and a good website that implies he has lots of staff but he is nothing but a one man band trying his luck, i decided to give these guys a try , they may not be a high street walkin shop but they sure are a lot better and cheaper at RepairsUK, i got my iPad back after 3 days it was amazing, the parts where all genuine apple too so my warranty was guaranteed.

keep up the good work you deserve all the business.

I sent my tablet in with a broken screen to be fixed. The company retained my tablet for over 4 weeks with no communication from the company, no response to emails or web chat. When threatened with taking them to court over the return of my google nexus tablet, I then received my tablet. Although the broken screen was fixed, it seems they have put on a faulty screen and did not take the time to check it was functional. I sent them another email citing the problem with videos as proof. Still with no communication or apology from the company I have managed to obtain my refund directly from the bank. I have since posted 2 reviews on this review site which was reported by the company and removed.

This has been a thoroughly disappointing experience and a waste of time. The company would be better off delivering a better service if they spent more time fixing devices and less time removing honest negative customer comments.

Also it would be helpful if somewhere on the site they actually state an expected time when people can expect the repair service to take.

Sent my Ipad last Tuesday and got it back today, Thx Guys

I too have fallen into the trap of giving the benefit of the doubt to Repairs UK, despite them having two phones and nearly £200 of mine since mid-july. As per others, highly sporadic emails, no replies to support mails and no ability to leave a phone message.

He (as it is clearly one person) is still Tweeting and updating Facebook, and his website now mentions that they are taking no new orders until 1st Oct. Fine, he's busy, I get it, but in that case:

1) Reply to emails, all of them
2) Give realistic timelines
3) Give some money back for the incredible delays

I am happy to prove this review with a copy of my email confirmation of order including the date and price, as well as subsequent rare emails from the company giving me false dates for return of my phones.

If this continues, I can't see him being able to trade on, as he will be swamped with handling all the admin from trading standards.

UPDATE 19/10:
So, I finally had my phones returned to me in early October... Or so I thought. The package arrived in the post, much to my delight. I opened it up, to find... Just one phone! It is repaired fine, but how is it possible that one of my phones just didn't make it into the package???

I've now been promised the second phone will be with me by Tuesday. Let's see...

I wrote the first review which outlined the poor customer service and the item sent to wrong address . After contact from the owner/help desk/ all same person we decided to remove review and give him a chance to make it right. He offered a 50% refund which we accepted along with an apology . Month later after telling us his phone system is broken and i can only assume his email as well as we have had only one reply back from repeated attempts . We sent him our account details which he said he would pass onto his accountant and pay right away.
We gave him a chance and more fool us .

EDIT As with the other reviews he tries to block them but unfortunately for him we have proof . Screenshots .

My phone, an LG Nexus 5, arrived with RepairsUK on the 9th September via Royal Mail Special Delivery and was signed for. I had ordered a screen replacement due to a cracked screen. The device was dropped onto concrete from about waist height and the screen had shattered as well as damage to the top left hand corner of the outer casing. Apart from that the rest of the housing was intact and damage free.

I had wrapped the device in bubble wrap excessively and also put it into a padded envelope.

My account was shown as "Processing" and remained so until I contacted RepairsUK on the 12th via their live chat service. I was informed that they had a backlog of orders but my account would be updated that afternoon. It wasn't.

I managed to contact them again over the weekend and was informed again that I would get an update that afternoon and also my phone would be back with me on Tuesday the 16th.

My account remained un-updated and nothing arrived on the Tuesday. I contacted RepairsUK once again and was informed that there was a backlog and they were behind on orders. Hours later that same day I received two emails, one confirming the completion of the repair and another with a Royal Mail Special Delivery tracking number.

My device has arrived today, 17th September. The screen repair has been completed and the phone appears to be functioning just fine.

What is clear is there was damage done to the outer casing beyond the damage done in the drop. There is heavy damage all around the back cover as if no due care was taken in prying the cover off. The thin strip of plastic around the SIM card slot has been completely snapped in two and now the plastic juts out of the side. In certain areas you can visibly see where a tool was used to pry open the back. There is a heavy scratch in the bottom right hand corner, an area previously undamaged.

I contacted RepairsUK about this. The person replying to the email appears to be the same one who signed for the device upon delivery and also seems to run the RepairsUK Twitter account. They also seem to have been the registrant of the RepairsUK website. Also of note is they receive devices not to a warehouse or workshop but to a small terraced house in a row of other residential homes.

This is clearly a one man operation.

On raising my concerns I was brushed off with a glib and dismissive email stating the "workshop" where the repairs are done is fully carpeted and nothing more. They did not address the cracked SIM port or even apologise.

DO NOT USE THIS SERVICE.

EDIT:

So, rather than address the issues the proprietor of RepairsUK has decided to try and have these reviews removed or hidden by making the claim they are missing proof of purchase.

When you submit a review they have no option to include proof of purchase by default, so he could basically get ALL of these reviews hidden all at once. He has been clearly replying to some of us so the accusation that we may not actually be customers is just dishonesty for the sake of it. Even more proof you shouldn't deal with this person EVER.

EDIT 2:

RepairsUK are now claiming to have offered a repair of the damage THEY caused. Here is the email they sent;

"Hi Aitese the marks in the picture are due to a drop onto concrete as you described. We have not broken anything on your phone. You admitted that the phone was marked and scratched. When we open the device we go no where near the sim tray and this is actually a VERY common problem on this device for them to crack

LG will actually rectify this I have been told as over 1000 we have fixed this year over 50% of them had this cracked."

So, in fact he suggested I contact LG, which I did by the way - they do not in fact repair damage to the outer housing, and did not offer to fix the device himself, yet he's here telling bold faced lies.

So please, REALLY think about if you want to trust your devices to someone who would so readily lie to get future business.

AVOID!!!!

It took over 2 weeks to repair the phone. When I got it back the back want attached properly and the new glass front screen was exposed which I had to fix myself. Nearly two weeks later without dropping the phone the screen has developed a massive crack across the middle. DO Not use this company

I sent my nexus 5 to them in early June for a screen repair and then spent the next two months trying to get in touch to find out the status. After using their online chat tool (left messages were not replied to) the phone was finally returned mid August

I sent in my android phone for a screen repair. Paid in advance including shipping. Have been waiting for a month but nothing. Have been in chat contact (they do not ever answer their phones) with promises of the phone being sent back asap and promises now of a refund but still nothing. They are totally unreliable and dishonest. Avoid! I am pursuing through the Small Claims Court.

Sent Nexus 4 in for repair on 1st July, at first customer service appeared great. I had a phone call so he could take credit card details, but after that it went downhill.

I should have suspected something was wrong when instead of Repairs UK the credit card transaction was listed as someone called Gloopy. (On further investigation more than one repair company appear to be operating from the same address)

According to the website "Repairs UK are the UK's premier repair centre that cater for most electronic repairs. Repairs UK offer a friendly and fast solution to your problem"

It took lots of phone calls I finally got hold of him he explained that they had a dodgy batch of screens and that the replacement was dim. Giving him the benefit of doubt I left it a few weeks, again couldn't get hold of anyone and finally was told it was in the workshop again with a dim screen.

Since then I've called but not managed to speak to anyone, I've emailed them but never heard back, I've tried the live chat - again no reply.

The website has now also been updated, so can no longer see the status of the repair (Always just said "In Workshop")

I've now demanded phone be returned or I will be contacting Trading Standards, the credit card company and BBC's Watchdog

Proof of order available if needed

Edit 26/9/14
As per Citizens Advice consumer site I sent a letter to the address I sent my phone via the post office's signed for service on the 8th September quoting my order number 874 and the supply of good act and services act 1982. Today it was returned to me by Royal Mail quoting "Addresses gone away"

I've since checked the repairsuk website, which has partially dropped the contact address, removed the phone number and now has a banner "Polite notice - We are not taking any new orders until the 1st of October as we have a huge backlog. Also please use the email system for support and we will answer within 48hrs. Sorry for any inconvenience this may cause."

I like to think this *could* be a good sign for everyone posting reviews on here and hasn't had their device back.

However I also know that the owner of repairsuk actively reads this website and asks for reviews to be removed. On that basis knowing they refuse to sign for post to accept my complaint, if this review is removed I will consider the following has been read by the people that run the company.

Ref - Proof of order already sent (as first review was removed) but ends in 874

On 15th July you confirmed receipt of my phone by showing the status of my order on your website as "in workshop". However despite chasing you by phone and email on numerous occasions I still have not received my phone back after over 2 months.

Under the Supply of Goods and Services Act 1982 I am entitled to have this work carried out within "reasonable time". As this has not happened I would ask that you return my phone by the 3rd October in either its original condition with a full refund or my order, or in a fully repairs state.

If you fail to remedy the situation within this time the matter will be taken further.

Update 26/9/14 - slightly later

I've copied and pasted parts of this message to the companies forum, again will consider any of those postings vanishing to be confirmation that they've been read. All reviews have been printed to pdf, all forum postings have also been printed

Update 30/9/14 - Removed(someone complained)

A dreadful company with dreadful service as all the other review will testify, I have all of the email form this company to prove he has promised me a refund several times for the poor and failed service.
Repeat I have copies of al of the emails and proof of receipt of goods.

I think the trust pilot description for 2 stars is pretty much bang on
"2 stars: Bad – a bad experience but with no sign of malicious intent."

I sent my phone in and it arrived at repairsuk 1st July. Very quick to ring up to take payment however for a week that was the only communications received. On the 7th July, managed to get through on the phone and was promised a delivery of 11th. 11th Came and went, and over the course of the next week failed to get through on any method of communication - the phone is nearly always set to answerphone, and 90% of the time the answerphone seems to be full. After the end of that week, (friday) the owner of the business (name witheld due to trustpilot policy that is not listed in the guidelines - just google it and you'll find it out) replied to tweets (twitter being public, and not controllable by him) from myself and a number of other customers, and I was promised an update the following morning (saturday), No update given until prompted by another tweet. Update was that would be sent on Monday. Which didn't happen. Phone call on tuesday night at 10 to 4 managed to get through and would "get a call back in half an hour after had chased it up" - needless to say no call back, but I called back after 40 minutes and managed to get an update - parcel would be sent wednesday and arrive thursday morning.
Wednesday parcel was sent - and was updated on the website (although no email notification to inform me) and parcel arrived today (thursday) at home address. The packaging of the parcel was reasonable - not much more you can do to post a phone than wrap in lots of bubble wrap except maybe put a box around it.Repair seems to be pretty good although having only had in hand for about an hour, is hard to be certain.

Almost all the issues I had with repairsuk appear to be related to either overworked (apparently had over 1000 outstanding unread emails when I tried to contact) or laziness.
The business owner takes great steps to try to remove evidence of bad reviews (as many of the trustpilot reviews have been reported) and deletes all negative posts on the facebook page, in the site forums and on the product review pages on his website. I suspect this is also one of the reasons that his company has changed name - previously the website traded under a different name (that redirects to the new repairsuk)


I would not recommend repairsuk if you have any requirement of customer service. If you are happy for your phone/device to be sent off and may be repaired at some point in the future then go for it. The service is advertised as quick but 3 weeks is quite slow given most places will do a 2 day service.


--- Update ---
edited: Apparently you are not allowed to mention sensitive information such as the name of the owner of the business - even though this is public information and available with about 10s of searching on the internet.
Since writing this review the twitter page has been deleted - presumably as a result of my review.
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Further update - having had the review taken down then put back up following mentioning the owner, the owner is now trying to claim I have never been a customer!
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Now a third attempt at removing my review. This time claiming that I have referred to other companies. For the reference, the other companies in question are the same company before a rebranding occurred.