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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

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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
Tempted back to carphone warehouse after 11 years as they promised me the best deal and great customer service. Now I remember why I left in the first place. Ordered my new phone to be delivered on a nominated day just before I was due to go away on business. On day of delivery had no message with tracking information so called customer services and told phone hadn't been picked from the warehouse and wouldn't arrive that day. I'd still be waiting now if I hang called.... Explain I was going away and said I'd collect from store. Was told I would get a phone call back to see what could be done. Phone call three hours later saying that there would be no delivery and could not collect from store. Earliest delivery Monday even though I explained I wouldn't be around to take delivery. Asked to speak with manager but they were in meetings or on other calls. Was told that I had to get off the phone as they were too busy and had a que on the phones. Woman put the phone down on me but as I hadn't disconnected the call I was still there. Was told no point complaining as I'd have the same response. Totally unacceptable service and no way to run a business. I wonder how CPW would feel if a bill wasn't paid on time and was told by their customer not to worry but a payment would be made at some point in time. Although they claim order by 5pm for next day delivery this was not offered as a solution either. DO NOT USE CPW!
Helpful Report
Posted 8 years ago
Worst company going
Helpful Report
Posted 8 years ago
Purchased a Samsung S7 Edge on EE. Pre ordered to receive the phone on 8th March. The phone didn't arrive in store, the manager was clueless to find out why! Tried to cancel the contract as O2 has them in stock on the same day. "CAR PHONE WAREHOUSE HAS NO 14 DAY COOLING OFF CANCELATION" A disgraceful company and I will never use a 3rd party again.
Helpful Report
Posted 8 years ago
Very poor service from store and customer service. Misinformed of delivery times and could not cancel order once done in store. Felt completely at their mercy unless I wanted to change network provider as could not cancel order to upgrade directly with o2. Also, carphone warehouse refused to cancel order till they received the handset, which is really troubling, as you are left with no choice at all. Store in question was the one within Currys in south ruislip.
Helpful Report
Posted 8 years ago
I ordered a phone from them and they delivered it to a different address which was not in the order form... and they were insisting that i must have moved and changed the address with them when i didn't do anything as such. So annoying... i even took a day off work to wait for the parcel which obviously didn't come... had to cancel the order..
Helpful Report
Posted 8 years ago
returned phone for a repair under warranty they identified a minor, non-material crack in a piece of plastic and said the ENTIRE warranty was void. Dreadful company and dreadful customer services - I would never use them again.
Helpful Report
Posted 8 years ago
Went to the Brent Cross shopping centre branch to buy a basic Nokia phone. It was out of stock but very nice chap told me it will be in in a few days and and when I come back would transfer my contacts over free . I came back a few days later and was told they would charge me £15 to transfer my contacts over . I was told that chap who agreed to transfer the contacts free should not have and that they would not do it for me even if I bought the phone. I complained that I came in specially but they refused and then someone else told me they would charge £20 . I bought the phone and left the store . I went home and charged the phone and inserted the sim only to find the phone was faulty and did not work.
Helpful Report
Posted 8 years ago
I changed networks from o2 to ID mobile as thought it was cheaper. However, I get constantly overcharged for data usage. No caps on your data allowance, no warnings at or before the limit so got charged £38 for one days date. Absolute bullshit. Do not go with this network.
Helpful Report
Posted 8 years ago
Car phone warehouse blankly lied that an up grade had gone through and tried to sell it to me twice. Luckily I inquired further otherwise I would of been billed twice. An awful company that forces products and contracts on you very telesales. You have to be very assertive otherwise they will pull a fast one on you.
Helpful Report
Posted 8 years ago
Went to buy a new mobile phone today, Carphonewarehouse Swansea. the salesman would not sell me the phone because I would not answer his questioner and sign the form, he kept saying its the law, I have to give him the information, I told him I just want to replace my galaxy note 4 with a newer smaller model, I am paying cash or credit card, I was kept standing there while he typed in my personal details onto the pc checkout screen, why did he want to me to answer questions. All I could see was warning lights, will I be loaded up with insurance policy I do not need. or will I be billed later on for a sim free unlocked phone? I travelled 52 miles to my nearest curry's store just to buy it now. never again will I look at phones at this store. I will order the same phone a little cheaper from Argos and wait the two days for delivery. I like a simple life, no contracts, no hassle pay and take it. do you know why they have all this form filling and tell you its the company's rules.
Helpful Report
Posted 8 years ago
Awful customer service, ordered a phone in November but was wrong one so didn't even open sim just sent straight back with dpd! In January I noticed I was still being billed for this contract so contacted car phone warehouse straight away and asked them to cancel contract and refund money, they said they needed to investigate and it turns out dpd lost the phone but confirmed they had received it from me! Apparently dpd do not cover this refund under their insurance, so carphone warehouse are still trying to find a refund for me now another 2 months later! They also did not cancel the contract in January like I asked and I was billed again in February and again in March!! Have been calling over a month and the person dealing with it each time is conveniently 'not in work today' awaiting call back tomorrow!!
Helpful Report
Posted 8 years ago
I ordered online but the order did not go through and Cpw could not give me any reasons why the order was rejected. Again no apology was issued. I made a complaint but they were very dismissive. Anyway, I though it happens. So I call up and they rekey the order a week later, and I receive my phone okay. However, it doesn't stop there. As if that was not enough, I receive my order finally at the end of the week and when I try to use the phone, I get no signal. Assuming that there is an issue with the SIM card, I call Vodafone to find out if there is any issues with the network - they are unable to find my details on they system because Carphone Warehouse have not passed any of my details to them. What kind of service do you call that? Then I call the Cpw call centre this morning and what am I told? They are requesting a manual connection which could take up to 3-5 working days. So it is now already over 2 weeks from when I was promised next day delivery and a working handset and I don't even have any functioning device. This is the worst company I have ever dealt with, where there is no regard for the customer at all! As their agent said, there is nothing she can do for goodwill (because they don't have any!) Shame on you CPW! I wrote another complaint again but once again, I received a dismissive response that they had tried their best and couldn't do anything more. Most pathetic company ever!
Helpful Report
Posted 8 years ago
Worst company I have dealt with in years. Staff generally disinterested but also hampered by idiotic company policies and computer systems that don't work. Get disconnected while waiting on the phone, Get stuck in touch tone menus that stop working and have to hang up and call again. Can't call the local store - get told try again later and get charged 11p each time. When you do manage to get through and you can understand the accent you are talking to they can't do anything about your problem. When you are at the end of your tether and want to complain you are invited to contact their CEO Charles Dunstone. This involves filling in a web form, but, don't bother because you won't get more than an automated email in response.
Helpful Report
Posted 8 years ago
I had to take my phone into Carphone warehouse over the weekend as it stopped working. Today I went back to collect it and was served by Patrick in the Beckenham branch. I can honestly say he was absolutely fantastic-went above and beyond by helping transfer all my photos and whatsapp contacts from my old phone to the replacement which tool a long time. I work in the public sector and appreciate how important customer service is and based on my experience today I will stay with carphone warehouse when I renew my contract later this year. Thanks again Patrick!!!
Helpful Report
Posted 8 years ago
Hi had a delivery for my Samsung galaxy note 4 from dpd courier delivery service he asked me my name and sign the device ok gone inside opened the outer packing damaged box and seal broken opened the box no phone and battery just accessories in the box so I looked outside the dpd driver richard a black guy from Birmingham was gone so I phoned carphone warehouse upand told them the problem they messed me about for a full week saying investigation will take place after the warehouse claiming it was scanned and dpd courier delivery service saying it was all clear from there side operator told soooo sorry we can't help you with this you signed for it lmao the cheeky bastardz told me take it up the trading standards the wouldn't let me speak to any manager accused of being a thief just blagging me that let us call u back .carphone warehouse have got robbing thiefs working for them and so have dpd courier delivery service taking customers handset and batterys out before delivery then carphone warehouse is saying take it up with trading standards both company are really poor in there services damaged items things missing avoid them try some other company for contract phone and try professional courier delivery company not ThIEVES not even worth one star review absolutely poor companies avoid
Helpful Report
Posted 8 years ago
Islington branch Disgusting customer service from a very ignorant, unprofessional assistant manager. I Had an item delivered to this store that My daughter bought and paid for from the currys website. Over a week after ordering She went to the store to enquire on the whereabouts of the item only to be told it wasn't there. I phoned currys to find out what was going on to be informed it had been delivered 2 days after ordering and was indeed in the store. I myself went back to the store to find out what was going on, the shop assistant was unhelpful and refused to give me the item as my daughter had paid for it. He asked the assistant manager to take over, he agreed then persisted in walking past me 4 times totally ignoring me. My daughter sent me a picture of the payment card and order confirmation to be told this wasn't good enough and she would have to come to the store herself and bring her card as proof. She is in fact studying for her exams and this was a total waste of her time. I think Carphone warehouse really need to look at who they employ at the Islington branch as their current staff members are very rude, unprofessional and have no customer service skills whatsoever
Helpful Report
Posted 8 years ago
LONG RUNNING SAGA WITH CARPHONE WAREHOUSE TAKES YET ANOTHER TWIST AND TURN!! Further to my previous e mails,regarding the repair of my Samsung Galaxy S4, which has been ongoing since 30/12/15,when I left it for repair,approximately six weeks ago. Quite honestly,it has proved to be an extremely unpleasant experience,with a series of unbelievable,totally incompetent examples of atrocious customer service, with regard to the so-called "Repair Service." On 18/2/16, I received another text, informing me that my phone had been repaired AGAIN, and was available for collection. .On entering the store in Darlington my hopes were somewhat raised when I noticed the presence of Adam,who on all previous occasions has proved to be an absolute credit to the company, and, he, himself, in my honest view, is fully worthy of a 5 star rating. However,based on my previous experiences,he has had the unpleasant task,of working diligently, on my behalf, in an effort to correct the totally incompetent errors made by others who are not visible in the store. In fact, this,unfortunately, was to prove the case YET AGAIN!!!!!!!!!!!!!!!!!!!! As i waited for the apparently simple task of collecting a repaired phone, my initial trepidation began to be confirmed, as Adam disappeared into the back room for quite a considerable time, only to state that the wrong phone had been sent YET AGAIN !!!!!!!!!!!!! ABSOLUTELY UNBELIEVABLE !!!!!!!!!!!!!! How do some people manage to get jobs and keep them !!!!!!!!!!!!!!!!!! ?????? By now, my considerable patience was finally exhausted,and I calmly recorded a formal complaint and also stated I would immediately e mail the chairman of CPW directly to voice my grave concerns. Adam,again went on the phone,for a considerable time and finally, for, whatever the reason,someone in CPW decided to use a little bit of common sense, and i was offered a " truly new" Samsung Galaxy S5 neo,as well as a S5 Essentials Pack, which I decided to accept, though I would have preferred to have had my original S4 Galaxy repaired correctly. Throughout this extremely, prolonged,unpleasant experience, I have consistently complimented the staff in the Darlington store on their overall customer service, in particular Adam. However,one member of staff certainly did not impress me ,when I politely asked her where Adam has disappeared to, only for her to reply in an extremely abrupt manner, then to instantly , rudely turn her back towards me ! In conclusion, I have become aware of not believing the vast majority of what CPW say, but I feel relieved that this extremely unpleasant experience will not be repeated, as CPW has totally lost me, as an ex loyal customer.
Helpful Report
Posted 8 years ago
I upgraded my phone last week. Ut my number hadn't conected. Rang the main department to complain. Couldn't understand the woman she wasn't answering my questions. I took my phone back to the shop they exchanged it. Just had a email to say I'm getting a phone delivered. What do I do now? Will I be charged for other phone? I see as their cock up not mine. Angry customer
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Posted 8 years ago
I have the pleasure to announce my satisfaction and to say big thank you to staff at Beckenham BR3 High Street Carphone warehouse shop. My problem with the sim of newly bought J5 samsung mobile was dealt with courtesy and fixed while I waited. Many thanks. Mrs FY (and Dr SY)
Helpful Report
Posted 8 years ago
This is more to do with ID mobile network, had 8 phones taken out fraudulently in my name, 2 each with id mobile, Ee, Vodafone and O2. While the Ee, Vodafone and o2 were sorted immediately, 6 months later the id mobile ones are still refusing to close the accounts and remove from my credit score, saying I owe over £18000, yes £18k. Despite them never sending me a single letter. Customer service is shocking. I phone and explained to a girl called Jodie, she informed me the don't have a fraud department and then had the cheek to try to sell me a phone.
Helpful Report
Posted 8 years ago
Carphone Warehouse is rated 1.6 based on 1,631 reviews