Myself and my partner have recently purchased and moved into a fantastic new build flat in Bracknell. In setting up our new home, WiFi was one of the top priorities on our to do list, as I am sure is the same with most people now a days. We began our WiFi search with a trip to our local Carphone Warehouse store in Bracknell where we spoke to the Branch Manager - Nathaniel. He conducted a search on our property to show what providers were available for us, we were presented with TalkTalk, Sky, Shell and SSE. After comparing average guaranteed speeds and monthly costs etc. we decided to go with SSE. This was originally set up in my partner's name. After placing the order we got a letter on Monday 16th September from SSE saying that the credit check has been denied. Being concerned, I contacted SSE to understand why this was the case, after some investigation it was because the Bracknell Branch Manager had incorrectly inputted the address on the system (road name was included on first line of address). This has therefore left a denied credit mark on my partner's credit history of which we have worked very hard to keep as clean as possible. In a rush to try and get WiFi set up (as my partner works from home), I headed to the Bracknell Carphone Warehouse store again to re-set up in my name. Later that day, I contacted the Carphone Warehouse customers services to understand why this process has taken over a week to only be denied. The first 2 advisors I spoke to hung up on me and the third put me through to a completely different department after I was put on hold for 30 mins. By this time is was 19:55 and was told that someone may not necessarily come back to me today. I requested for a call back the following day. To note here, I spent over an hour and a half on the phone to Carphone Warehouse on Monday 16th. I got a call the next day and was offered £50 credit on my account to tie myself and my partner over until the new SSE WiFi order (in my name) is set up. She told me that the best option would be to purchase data sim from a Carphone Warehouse store and put this into my iPad so we can have more data. In regards to my new WiFi order, I stayed in contact with SSE to ensure this would pass the credit in case of any further address errors and they confirmed a few days later that the order was being processed, credit check has passed and I should expect the WiFi to be set up in 10 working days. Please note: the SSE customer services manager was excellent and very helpful. However, this was not as simple as it should have been. I received a call the following day from SSE saying that they cannot provide WiFi to our address. I was confused at Carphone Warehouse's system, why it would give me SSE as a provider option if they cannot actually provide WiFi to my property? This leads me on my next adventure, to try to get some data for my iPad to use in our property, I headed to the Bracknell store to purchase the data sim (as instructed by customer services using the £50 in my customer account). Unfortunately I was told that as this is a new store and do not stock these sim cards. The store suggested I walk down to the store based in Currys (also in Bracknell) to see if they had any in stock. I headed down but unfortunately was again told that they didn't have any available 'because they were a small store'. They suggested I head to Reading as the store there is bigger. So today, Sunday 22nd September, I went to the Reading store (approx. 20 mile round trip) to only be told that these data sim cards don't actually exist anymore and are not stocked at any store. They suggested I raise my concerns with the store back in Bracknell and the customer services team. After being sent on a wild goose chase, I went back to Bracknell and purchased a Vodafone MiFi product for £70 on a rolling contract as this was the closest product I could get to a data sim as we urgently needed data for my partner's work (in order to pay the mortgage on our new flat). After going through yet another credit check, I purchased this and off I went to set it up. Once I got home, as suggested by the store manager in Reading, I decided to log another complaint with Carphone Warehouse about the system error (showing me providers that don't actually supply to our property) and that I have been misinformed by customer services and the stores to send me running around after a product that doesn't exist. This has cost me time, multiple parking costs and fuel. I have to say, I am very disappointed with my experience today with the customer services department. I first tried to contact the team, I was told to 'press 1' for general enquiries etc. once I clicked this the automated voice said 'our website provides a lot of answers to any questions - goodbye'. A little confused, I called back to ensure I clicked the correct number and the same happened again. I then called back again and had to go through the purchasing department who surprisingly didn't send me to the website and they kindly transferred me to the customer services team. Once I got through, I spoke to a woman called Marche who I explained my previous complaint to and the more recent issues. She told me that as £50 had previously been given they couldn't give me the difference to the £70 I actually paid - which after a bit of backwards and forwards, I understood and accepted this. She also explained that the providers are responsible to provide the information about what addresses they can supply WiFi to - again, after a bit of backwards and forwards I also accepted this. This then let me onto the issue about my time spent running around to different stores but she told me that this is a broadband related issue and that she can't do anything. Of which I don't agree with as my issues simply relate to the stores and the information about a data sim given by customer services. She also said that because £50 has already been awarded that they cannot do anything else. I tried to explain that I am raising a new complaint however she was clearly reading from a script and I did not feel that she was listening to me at all. After multiple requests, I was put through to a manager and once again, explained the issue. He said that Carphone Warehouse do not compensate for time and I should have called up all the stores before to ask what they had in stock before visiting. I understand that there are many means to find out stock but when a customer services advisor tells me to visit a store - that is what I am going to do and I don't think I should be accountable for that. I do however hold Carphone Warehouse accountable for their customer services telling me to visit a store and then brushed off by multiple members of staff at the stores themselves. All of which, in my opinion, is due to a lack of knowledge and training. The manager on the other end of the phone, Shameem, said that 'Carphone Warehouse will not provide you with any compensation' and 'that you need to raise the complaint externally but I can't tell you how to do that'. I then questioned if compensation cannot be awarded, how could I haven been given £50 for my previous complaint, the response to this was 'because the previous advisor wanted to resolve your complaint' which I then asked 'are you telling me that yourself and Marche don't want to resolve my complaint?' which he surprisingly quickly changed his answer and backtracked. I was left in a situation where I have been refused to speak to Shameem's manager, cannot be told how to complain 'externally' and denied of any compensation of my time or money spent. I am very disappointed by the customer service and information that has been supplied by Carphone Warehouse and I do hope that this can be correctly rectified. I look forward to your response. Kind regards, Mr Williams