I pre-ordered my iPhone 7 from Carphone Warehouse by phone. Initially I tried to upgrade via their website but that failed a number of times on the upgrade check, giving some sort of error, so I eventually called them up and explained the problem to the sales consultant. The consultant kindly checked my account and explained that my input data did not match the data of my network, hence the repeated failure. It later transpired that my mobile network had really messed up my address on my account. She asked me if I wanted to try to do it via the phone, so I did. Nevertheless it failed again, so she offered to do it on a new contract and explained I would have to cancel my existing one and transfer my number when I received my phone. The order went through. I must say that she was really very helpful and polite, and cared about my concerns. Having made the order I thought I would get at least an order number or a confirmation email but I received nothing. I got onto their chat service and asked for a confirmation email but I was told there's no confirmation email for phone orders but he would have one sent to me anyway. Then I asked if he could look up an order number for me to have some sort of reference. It took quite a while but eventually I got my order number. Nevertheless the response times and generally the chat service experience was rather bad. The next day, there was still no confirmation email, so I chatted again. This time the consultant took 5 mins for every response, no matter how trivial, and eventually she abandoned the chat altogether. So I made a call to the customer service. The person who answered my call was uninterested, curt and plain rude. In the meantime I had my mobile network account sorted, and the online upgrade check worked. So I decided to get the phone online from them on upgrade and cancel the first, new contract, order. The upgrade has gone through and I got my order confirmation with delivery on the 16/9, which I thought was very optimistic. I called back again to cancel my first order. The consultant was again very helpful, corteous and cancelled my order immediately, leaving me with a cancellation reference, and promised the money would be refunded within 3-5 days. The money were on my account as she said. On Thursday evening I got an email from CPW that my device was to be delivered the next day (as promised) and soon after DPD started updating me on the delivery progress. My new iPhone 7 arrived on Friday morning as promised. On the whole, I was a bit confused by the extreme attitudes exhibited by different customer service consultants. They were either extremely corteous and helpful or rude and useless. However, all that mattered like making an order, cancelling an order, refund and delivering my device as they promised was totally free of any problems whatsoever. So I thought it was fair to give them 4* for my experience. The reviews I read after I made my first order really scared me, so I thought they deserved a good one this time.