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Anonymous
Carephone Warehouse breached their contract to deliver two Motorola G6Plus for £239 per phone. Order was made and accepted on 21/8/18. Email confirming that I should have received the phones on 23/8/18. On 28/8/18 I called their customer service line to be advised that the order had been returned to CW's warehouse and therefore it would be redespatched that day and an email sent to confirm would be sent to me. As I hadn't received an email by 3/9/18 I contacted them for an update to be advised that the order had been cancelled and money returned to me and that I should resubmit a new order. When I checked the website, the price had increased by £30 per phone. I called customer services again to ask CW to honour the contract made on 21/8/18. They advised that when the goods are returned after three attempts at delivery the contract is cancelled. No attempt at delivery was made; I live outside the UK and have to pay import tax with the local customs; no such request to pay was made and CW's own tracking site showed that the phones were returned whilst still in the UK. The customer service agent accepted that CW had not rejected the order (as per their T&Cs) and therefore CW had unilaterally terminated the contract. The customer service agent refused my requests for me to speak with a decision maker. Appalling. Avoid as their customer service agents accept that CW has the ability to terminate your contract if their prices increase after your order has been accepted. Their price guarantee may apply as regards their competitors, but not when CW itself raises its own prices.
6 years ago
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Carphone Warehouse has a 1.6 average rating from 1,631 reviews

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