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Carphone Warehouse Reviews

1.6 Rating 1,631 Reviews
13 %
of reviewers recommend Carphone Warehouse
1.6
Based on 1,631 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 25%
Accurate And Undamaged Orders
Greater than 85%
Customer Service
Communication Channels
Telephone, Live Chat, Email
Queries Resolved In
Over A Week
Customer Service
1.3 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
Read Carphone Warehouse Reviews

About Carphone Warehouse:

The Carphone Warehouse was founded in 1989 to bring mobile services to consumers. The market has always been complex and our aim from the very beginning has been to offer our customers simple, impartial advice while also offering outstanding value. As a result we have grown from a handful of stores operating exclusively in the UK selling mobile handsets and contracts, to a European-wide platform of over 1,500 stores in 10 countries, providing a wide range of mobile and residential telecoms services.

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Phone:

0870 111 6565

Location:

The Carphone Warehouse, PO Box 375
Southampton
SO30 2PU

Write Your review

Carphone Warehouse 1 star review on 25th April 2022
Rachel Pollard
Carphone Warehouse 1 star review on 25th April 2022
Rachel Pollard
Carphone Warehouse 1 star review on 1st July 2021
Neil
Carphone Warehouse 5 star review on 1st September 2020
Ilyas
Carphone Warehouse 1 star review on 2nd July 2020
Brian Gillbanks
Carphone Warehouse 1 star review on 5th July 2017
Unsatisfactory Treatment!!!
Carphone Warehouse 1 star review on 2nd December 2016
Yeakub Kiani
3
Anonymous
Anonymous  // 01/01/2019
I have bought phone with them. As i cancelled my order my money is not been refunded as normal companoes does it!! I have to chase up my own money and then to be told o need my card to be refunded??? The hell??? Other companies just puts money there from where they takes it. So 10 days after cancellation money still is not with me!!!
Helpful Report
Posted 6 years ago
Dodgy company and staff taken Money out from my account staff taken card details for no reason money not refunded
Helpful Report
Posted 6 years ago
They tried to take £200 more than the online price of the phone out of my account, triggering fraud alerts. They had put the price up the day after. Cost me hours to sort it out with them and my bank. Obviously I cancelled that transaction. The bank had automatically cancelled the following 3 transactions they attempted to get the money out of my account. Just glad the bank's fraud detection picked it up. Where would I have been if they'd got the money... trying to get it back. So they won't let me have the phone for the price I ordered it at. Customer services have lied to me and fobbed me off even though I have the order confirmation from them. It wasn't a pricing mistake, it's been that you price for over a week. Avoid like the plague is my advice.
Helpful Report
Posted 6 years ago
Quoted 120 to trade in my phone. Sent it off in the post, heard nothing for 2 weeks so had to ring up only to be fobbed off. I then received an email saying my phone had screen burn so would only receive 40. I begrudgingly agreed to the trade in, but one again heard nothing back. I repeatedly sent emails and used the live chat, only to be fobbed off once again. But then staggeringly my phone was sent back to me via royal mail. W T F is going on.
Helpful Report
Posted 6 years ago
Ordered a pay as you go phone (£150) to my local CPW for next day delivery/collection. CPW sent it to the wrong store (over 500 miles away to Scotland rather than Cornwall). I went to collect my phone and was told I'll need to wait for my original phone to be delivered to the proper store. Even though the store I was collecting from had my phone in stock. This is your error not mine and you have £150 of my money??!! Poor customer service, the staff in store were lovely but unfortunately the customer service team (on the phone) are useless and waste your time and feed you a pack of lies
Helpful Report
Posted 6 years ago
Quick delivery, quick processing.
Helpful Report
Posted 6 years ago
Like alot on here I traded in my Samsung S8 with a enhanced trade in value of £430.So I purchased a Note 9 on the pretext of this value.As the terms stated guaranteed payment if phone is in stated condition. My S8 from purchased from CFW was in immaculate condition and as I am 53 not abused in anyway.Well expected payment after 3 days but got nothing or any communication from the.Ater a week concerned I rang them to find they had found fault with my phone.Said they would investigate as I told them phone was not faulty.Received email a few days later stating screen was burnt and value had dropped by £120.Really not happy and even then I had to chase this up after another week of no communication. Be careful if trading in a phone !
Helpful Report
Posted 6 years ago
Excellent and extremely helpful service at the Reigate branch today. Made everything so easy for me so left the shop very happy indeed.
Helpful Report
Posted 6 years ago
A friend of mine, who is completely non-tech savvy regarding mobile phones and no knowledge of computers at all and is a pensioner. He has just moved house and decided not to have a landline phone and previously the only other mobile he ever owned was the old-fashioned bog standard type. He went into Carphone Warehouse Blackpool Road Preston. They sold him a Nokia phone on an EE network on a contract £18 month for 2years bear in mind he has no computer so relies totally on the EE network coverage. Unfortunately, the EE network does not properly cover the postcode area where he lives and the signal is weak, poor and sporadic. The signal continues to break up when trying to talk. He went into the store today and was fobbed off for 2 hours talking to the manager and EE etc to try to cancel or change the contract. They do not want to know!!! and told him if he wanted to cancel, he would have to pay nearly £300. Under the supply of goods and services act 1982 - GOV.UK, it says Regardless of your location... If the signal is of no direct result of your actions and it was never explained to you before agreeing to your mobile contract that the signal may be weak, poor or sporadic in your area, then you have rights to cancel These people in Carphone Warehouse either do not know or do not want to know. All they are interested in is a quick sale
Helpful Report
Posted 6 years ago
Having problems with my phone plan so rang vodaphone.... Was told I had to go through carphone warehouse as they hold the contract.... Have tried calling multiple times over the week as I work Monday to Saturday so getting to a store is hard work but no one ever seems to answer the f**King phone! Horrendous service would give no star rating if that was an option!
Helpful Report
Posted 6 years ago
In adequate HR department who fail to support staff. Managers need to attend full training sessions and stop bullying staff
Helpful Report
Posted 6 years ago
I traded in my phone for the new note 9 and was told within 3 days of receipt the money would be in my bank account. It's been 2 weeks and still chasing these cowboys for money I am owed from Samsung trade in. Will not be using this company again.
Helpful Report
Posted 6 years ago
3 weeks and still waiting for the money for my trade in phone and pre order discount. Paid £1095 for the note 9 as I expected £465 back. I have had to keep ringing them and voicing my concern. They have since told me the value of my old phone is less and offered less money. I have had to prove the value I was offered with screen shots I had taken. I had a feeling the would try and pull a fast 1. Still not received the money still not had any confirmation or response. ALSO! The trade in confirmation screen and mail they send has no record of value or reference so make sure you take photos and screen shots. (Or don't use them) your only proof is the barcode on the very thin mail packet) almost like they want it to break!
Helpful Report
Posted 6 years ago
Ordered phone,on the website it's say next day delivery.Shopassistant told me that I will get msg with confirmation.I was waiting 3 days.After try to ring them 3 times...nobody didn't pick up.So I went to shop (quite disappointing).But from other side happy with the phone and service.
Helpful Report
Posted 6 years ago
Poor service is an understatement. Carphone promotion for Note 9, was an extra £200 on top of your trade in value (on eligible phones). I traded in Samsung Note 8 (using online form), perfect condition. I did not receive any contact from Carphone Warehouse about my Trade in and did not receive quoted payment by due date, as per their terms and condition. I had to do all the chasing and I eventually discovered that they gave me an adjusted trade in value of £50! This is £300 less than I should be getting for a working Note 8. Even a non-working Note 8 is worth around £150. After calling them and escalating my query/complaint, they now claim that the phone I traded in was an old Note 4! W T F So, they've taken my Note 8, which is less than a year old and have pulled a scam to swap it for a Note 4! As a gesture of goodwill, they are offering to send me the Note 4. Surely, I can report this to the police? The have practically stolen my phone. UNACCEPTABLE service and experience. Stay away from these Carphone CLOWNS!!!!
Helpful Report
Posted 6 years ago
We ordered a phone with a one-month rolling contract and it has been a complete nightmare. First our bank told us the transaction had been stopped, Carphone Warehouse confirmed the transaction had not gone through, placed a new order and we ended up with two phones and two contracts. We returned one and did not get the refund processed automatically, we had to phone them again and give them a card to refund against. If this wasn't bad enough the one-month rolling contract is a con, you have to pay MORE THAN ONE MONTH. Vodaphone wanted 30 days notice and payment in advance, so you can't just phone up and cancel, even within 14 days and even if have not used the sim card! The whole experience was a disaster and I will never be using Carphone Warehouse again.
Helpful Report
Posted 6 years ago
Phone great ,delivery great. Online site is a nightmare when it loads.
Helpful Report
Posted 6 years ago
Ordered a smartphone online a couple of days ago (went to a few different CW shops and they all said out of stock and told us to buy online), very good deal. Initially said next day delivery. Then received an email the following day saying something's wrong with the stock and didn't say when is it going to be delivered. Rang their hotline a couple of time which was no help. Their website now said that phone is out of stock. Came across the reviews here and started to worry, and been thinking about a refund, but then I also wonder how long is it going to take?! Should I buy the phone somewhere else?! ............................................
Helpful Report
Posted 6 years ago
They advertised cash back, it took me months of followup to get that cash back, customer services rude and misleading, every time tell a different story.
Helpful Report
Posted 6 years ago
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.
Helpful Report
Posted 6 years ago
Carphone Warehouse is rated 1.6 based on 1,631 reviews