Carphone Warehouse Reviews

Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.56

1.6 Rating 1,638 Reviews

13 %

of reviewers recommend Carphone Warehouse

1.6

Based on 1,638 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

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.

Visit Website

Phone:

0870 111 6565

Location:

The Carphone Warehouse, PO Box 375
Southampton
SO30 2PU

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Carphone Warehouse 1 star review on 14th June 2025

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Carphone Warehouse 1 star review on 14th March 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Really not pleased with these. My daughter is on a contract with EE and broke her phone last month. I went into the EE shop to enquire into an early upgrade but decided against proceeding due to the cost. I later decided to call Carphone Warehouse to see if they could offer a better deal. I was delighted when i was informed by the sales agent that we could effectively upgrade for free. The cost of upgrading with EE was £115 but they offered £15 for trading in the old phone and another £100 cashback which would cover the cost. I paid the upgrade fee, and an advanced payment for the device over the phone and was informed that the cashback and trade in money would be refunded to my bank account in up to 14 days. Fast forward a month and i still haven't seen a penny of this money. I've called Customer Services and they allegedly have no record of the cashback on my account. I've been told that they are going to look into the matter but i have little faith. As far as i'm concerned i was lied to at the point of sale, i never would have gone ahead with the order if i though i would get my money back. To add insult to injury I've also just been charged a further upgrade fee of £95 by EE. In total £210 for something that should have been free. I'm now overdrawn and accruing daily charges on my bank account. I just want my money back and for this nightmare to be over.”

Helpful Report

Posted 6 years ago

“Phone broke down after 2 months. CPW say it's between me and the manufacturer because they are not authorized to repair. I tell them I have a legal right to an exchange within the first 6 months, the assistant becomes aggressive and tells me not to quote the law at her because her Dad's a lawyer. She then demands I leave the shop. Very disappointing, things have changed since I worked there.”

Helpful Report

Posted 6 years ago

“CFW are under the umbrella of Curry's who equally have an appalling customer service record. They want the sale but don't provide after sales service. Avoid at all costs!!!”

Helpful Report

Posted 6 years ago

“Beware! 2 fraudulent payments taken from my account in a ninety from companies I have never heard of on calling my bank they advised this was through carephone warehouse and they never said they were taking money or signing me up to anything”

Helpful Report

Posted 6 years ago

“The screen on a two week old phone (Samsung A40) stopped working during a time lapse video recording. Took it to store for a replacement (having checked stock was available). After waiting 25 minutes to be served as only one member of staff in store I was told I was lying and the phone had been dropped. After 30 minutes of repeatedly being told the phone has been damaged and wasn’t faulty, I tried to buy another (to take up the fault with Samsung and as my daughter needs a phone for travelling) but no stock available in store!!! Ordered a new one online before 9pm for next day delivery which is now not being delivered until tomorrow. Useless service all round. Not at all impressed. I will not be using CPW again, absolutely terrible attitude to customers.”

Helpful Report

Posted 6 years ago

“Saw a deal for a phone (Moto G7 Power) if bought with a £10 top-up on EE. First off I ordered online via "Click & Collect" after seeing stock in my local branch and thinking it'd have the common sense to allocate stock so I could collect same day like with Argos or pretty much anywhere else with an online presence. Nope, it decided to "Deliver to store", meaning it wouldn't turn up until next day, so I cancelled that and drove to the store. Got to the store, asked about it, was spun an inhaled-through-teeth "ooh I don't think we have any in stock" (funny, your website says you do) but they did manage to conveniently "find" one upon thinking I was about to pay full price for SIM-free. I delicately pointed out that I get a much better price if as advertised on their own website I buy it with an EE PAYG SIM and £10 top-up. Sudden massive change of attitude and I was declined the sale right there and then and effectively called a cheat. The accusation was that I'd probably just discard the SIM and use my own (sorry but you don't know that and can't just accuse people - I was actually most likely to keep it as a second phone with a second line for Pokemon Go with having the strong battery life) and so EE would come chasing after them and they'd lose money. Even if that were the case - which it wasn't - it's not my problem. If you can't afford to run a promotion DON'T RUN THE PROMOTION, never mind being rude to your customers and accusing them of trying to cheat the system to wriggle out of it, or allowing your Twitter team to publicly back this consumer-hostile attitude. Seeing as this is company policy endorsed by official CPW communication channels and not just poor staff I won't be buying from CPW again and will encourage others to avoid them too - seems a bit daft to be so rude to your customers as surely this loses you more money from sheer ill will than you'd ever have lost from honouring your own promotion. I might have bought more expensive phones and contracts in future, I won't be doing now. Cest la vie.”

Helpful Report

Posted 6 years ago

“Phoned this morning to report a potential fraud from phone call purporting to be Carphone Warehouse. Clearly the customer services dept work from a set script. I had to repeat myself several times and did not really achieve anything. No doubt a so called 'customer service' dept that is outsourced to the cheapest labour costs available.”

Helpful Report

Posted 6 years ago

“Not given the information that the device couldn't be returned within 14 days through a certain network provider when taking the contract out and then being given the wrong information over the phone that I could take it back Also to be told it stated it in my terms and conditions which it doesnt. They also will not deal with it over the phone when they said they had filed a complaint (which hasn't been done when they said they had)”

Helpful Report

Posted 6 years ago

“Poor/no customer service”

Helpful Report

Posted 6 years ago

“The worst ,clueless and rudest service ever ! I was on the phone with sales team for almost two hours if not more Passed all the check and bought two phones for me and my son to be deliver to the branch of my choice,in the mean time they charged me twice by mistake but I was explained that first payment will be refunded so ok I was given and sent by text message order numbers saying my phones were dispatched Couple of hours after that received new messages that my orders were cancelled?! Called Carphonewearhouse and spoke to person called Belinda She told me that I hasn’t passed their internal checks and that my money will be refunded in two weeks time She refused my demand to speak to the manager and put phone down ?! Can you believe after taking £79.96 of my money they cancelled my orders and put phone down when I asked for explanation why,one that she couldn’t give to me as she had no clue why it happened ! I’m certainly gonna take this matter trough the court as this is not how you supposed to treat your customers especially not one you took the money from and missled.Still can’t believe that this happened,so disappointed..”

Helpful Report

Posted 6 years ago

“Clueless !!!”

Helpful Report

Posted 6 years ago

“BEWARE! CPW ROB YOU!!! BEEN 11 DAYS AND NO REFUND AND NOT RECEIVED THE 3 PHONES! I placed over 6 orders and they all arrived, then I placed a further 4 orders, see below order numbers, the first 3 orders shown below were supposed to be delivered on the 24/6/19 and the last order shown below was as supposed to be delivered on the 26/6/19 414896332 NOT RECEIVED & NO REFUND 414884273 NOT RECEIVED & NO REFUND 414878928 NOT RECEIVED & NO REFUND 414982567 RECEIVED ON 3/7/19 INSTEAD OF 26/6/19 As you can see 3 of the orders above have not been delivered to me so once again CPW have taken my money dispatched everything, the delivery driver comes and says he needs to take it back to CPW so basically i have not received the 3 phones and not received the £30 refund, it would have been 4 phones and £40 but order number 414982567 they decided to deliver it on 3/7/19 I WANT MY MONEY BACK OR SEND THE PHONES YOU THIEF'S OR I WILL NEED TO TAKE ACTION AGAINST CPW! CPW should reject the orders if they don't want to sell the phones to me, very poor service once again and i need to chase it up once again AS THIS IS NOT THE FIRST TIME THIS HAS HAPPENED! Regards Asif Patel”

Helpful Report

Posted 6 years ago

“Horrendous customer service. Sent my phone back and paid 8 pound to ensure next day delivery before 1pm. I had confirmation they recieved the phone and 10 days later.. still no payment!! I've rang customer services twice and they have said 'there is nothing we can do as the trade in team have your phone. They don't have a number so you cant ring them'. I've emailed the trade in team and each time it takes 48 hours to get back to me. I am extremely frustrated to say the least, it feels like a total scam. I would not recommend using carphone warehouse for anything, always had shocking customer service. Don't waste your time.”

Helpful Report

Posted 6 years ago

“Waiting for 1 person to be served and the woman serving is being talked through the transaction on Facetime. Waited for 25 mins then walked out. What a disgrace for such a big company. Hiring people for minimum wage who cannot do their job. Carphone warehouse you can keep you phone and wana b sales people. DISGRACEFULL.”

Helpful Report

Posted 6 years ago

“Spent two hours trying to collect my phone on a click and collect but your chip and pin was down so there was no way to verify my ID and complete the purchase. No solution was given and I have no choice but to cancel the order and avoid them in the future. The shop staff were brilliant but how can a company trade without backup systems in place.”

Helpful Report

Posted 6 years ago

“I have used Carphone Warehouse for my contract and upgrades for many years. In March they offered me a deal which included a bonus of a £300 cheque in exchange for a two-year contract renewal, which I was happy to take. However, despite my having contacted them on several occasions over the last few months, they have failed to send me the cheque as agreed, leaving me with no option but to take them to court. I strongly suspect this is not an error, but a deliberate ploy to conserve cash resources, as they are struggling financially. I wouldn't recommend them to customers or investors.”

Helpful Report

Posted 6 years ago

“Ordered one handset online took £ for three handsets. Customer Svcs refunded. They Ordered another to be delivered to local C/W store, delivered to home address. Took to local store polite, friendly but couldn’t transfer info as bought online. So cancelled on line bought in store cost exactly double. Rang Customer Svc to get refund service efficient but not interested that I had to pay double.”

Helpful Report

Posted 6 years ago

“Horrible customer service being called a liar then I proved them wrong horrible people bad repairs”

Helpful Report

Posted 6 years ago

“No stars! Exactly the same as last review. Tried to purchase an iPhone XS MAX. A total scam! Still waiting for my refund of £1,249! They are in breach of trading standards and make all the excuses not to sell at the price displayed on their website. So angry. I will never ever use them again. Spoke to customer service. They said I would receive my refund whenever. What sort of an answer is that? This company should not be allowed to trade.”

Helpful Report

Posted 6 years ago

“Do not trust a word Carphone Warehouse say, passed from pillar to post trying to get a refund on 2 faulty phones. Returned 2 for repair then we were given 2 brand new phones with the same fault I am now fighting this through Resolver as I do not want another 2 phones to have the same again, I just want my £758 back to go else where. When customer service tells you to get to Trading Standards, it just shows how this company works. 😡”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,638 reviews