Date: 13/11/2015 11:47 I've sent this message on reviews as I have been unsuccessful in sending this via complaints department online ,I also tried to call the Carphone Warehouse and was on hold for 20 minutes awaiting the chap at the other end of the phone to give me the complaint department email address who was unable to give it to me as i was informed computers were very slow. I apologise now for those of you who have time and manage to read this. I received  a text message thanking me for using Carphone Warehouse and based on my store visit how likely am i on a scale of 0 to 10 to recommend a friend. I thought this to be very ironic as after this email, you may be able to put yourself in my shoes and score it yourself. I have made several attempts to renew my contract with Carphone Warehouse. I revisited  your store on 5th of November 2015 even though I was  contacted  by  EE on many occasions to renew directly with them, but thought it would only be fair to return to the shop that had always given me such good service in the past. I was served by a very helpful lady called Tina who helped me to choose the best phone and tarrif with a  Christmas gift card with  a  value of  £200 and lot's of data. There was difficulties in providing the gift card as it was a new offer. After spending close to one and a half  hours in the shop and several calls to various different help lines within your organisation by both Tina and Anthony  (store manager ) without success. Although  they had tried their best in order to give me the deal i had been looking for, I left the shop without a new phone contract and was very disappointed. I asked if someone could contact myself when the offer was available. About 4 days had passed and I hadn't heard anything, so I decided to go on my way home from work, which is located in Salisbury. I arrived at the Bournemouth Castle Point store 6.45 which I appreciate was close to closing time and as I am in retail myself it can be very frustrating for those who have been at work all day and customers turn up at the last minute of the day, however had I been able to renew contract on my previous visit I would not have done so. I was asked by a lady who was with a customer if it was a quick question  To which I replied I would like to renew my contract. She said that she had another customer waiting for her and her colleague had to dash off. I left the shop feeling yet again very disappointed.  When I returned home I decided to order the phone online which is against my principles as I myself am a showroom manager and would much rather order from a bricks and mortar shop. I selected the phone and tarrif and entered bank card details. It all seemed to to be going through easy until it came to the last 3 security numbers, it kept coming up in red writing not accepting the correct numbers being entered. After 3 attempts  I gave up. I was so frustrated so I called the Carphone Warehouse and tried to purchase the phone,I spoke to a gentleman and went through the phone and tarrif that I wanted, I answered various security questions and then there was a big pause and I was told that the computer system was running slow and could he call me back on the following day, so I told him I would be in 7 0'clock once I finish work. On the Tuesday I returned from work at 6.30pm and was awaiting a call, as predicted I didn't receive one.  After many attempts to renew it was beginning to ask questions about whether Carphone Warehouse actually wanted my business as it had been impossible up until now to upgrade my phone and contract. I decided to give it one last try and after I'd finished work on Wednesday 11th November  I visited the shop at Castle Point again. I was served by Ben who seemed very helpful. He asked me what phone I was looking for, to which I said the Samsung S5Neo a good choice he said he had the S5. He asked what sort of tarrif I was looking for and I said I'd seen one with a gift card for £100 and also required a lot of data. He said that the gift card was not available with the phone as i thought this was the case he was very helpful in helping me find what I thought was the best deal.  I paid£29.99 upfront and £29.99 a month which gave me 4gb unlimited texts  unlimited minutes. Great!!! I had finally got my phone. I started using my phone later that evening and decided to look on Carphone Warehouse website and just looked at phone I just purchased. There on the website was the offer with gift card on upgrade, I felt cheated as I asked about gift card but was told it wasn't available with that phone on upgrade. The monthly payments were £2.50 more but no upfront costs and extra 1gb data. Is the reason for not offering gift card because nobody knows how to set it up? The next day i decided I would go into the store where I spoke to Mike (assistant manager ) I explained that I had asked Ben for gift card with the phone . He said that he was unable to do anything as I had signed the contract and that EE would not change it. I told him that i had brought  it through Carphone Warehouse and that my contract was with them. I said I think it's unfair when you ask for something and a salesman gives you wrong information. He said he would have a talk to Ben when he came at one and call me then. I received a call back from Mike who had spoke to Ben who denied all knowledge of me having asked him about gift card.  I have tried to keep calm through all of this, as this whole upgrade has been a very unpleasant experience and has cause unnecessary stress and as I am having open heart surgery next week I could do without it. I think that all things considered I've been both extremley reasonable and loyal, a good customer of which you'll see i have had 2 phone contracts for a number of years, I have 3 siblings who are also becoming of age whereby they will be wanting mobile phones.    In view of the situation I hope Carphone Warehouse  will do the right thing and keep me as valued customer. I look forward to your reply. Simon whitelock Sent from my Samsung Galaxy smartphone.