Carphone Warehouse Reviews

Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.57

1.6 Rating 1,636 Reviews

13 %

of reviewers recommend Carphone Warehouse

1.6

Based on 1,636 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

“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

“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

“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

“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

“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

“They have upgraded my contract to different payments and plan than agreed. 3weeks down the line still no money refunded or contract cancelled and still unable to get the new phone. Tried to speak to call centre manager on several occasions, but was refused.”

Helpful Report

Posted 6 years ago

“Don't answer phone. Didn't call me back. Rubbish service”

Helpful Report

Posted 6 years ago

“Advertising a set of JBL Bluetooth headphones at a particularly good price on Google / Bing. Click the link and you get to cheaper, non Bluetooth product. The actual Bluetooth ones advertised are rather more expensive. Clearly misleading advertising aimed at getting you to their website, make you think it’s an honest mistake and hope you buy them anyway. Chat assistant tried to fob me off with nonsense about it being someone else’s advert! Couldn’t care less about the price difference but I don’t like being taken for a mug Carphone Warehouse, so bought them from Curry’s who advertised the proper product st the proper price.”

Helpful Report

Posted 6 years ago

“On bank holiday Monday (27/08/2018) we arrived at the Redhill store at 4:50pm. We had checked both their store website and store phone machine which both said they were open until 5:30 even though it was bank holiday Monday. My boyfriend wanted to by an IPhone 8 out right, the man behind the counter said they had them in stock but it was in a security safe out back that takes 12 minutes to open so by the time they open the safe it will be 4 minutes passed their closing time.... very surprised I explained we thought they were open until 5:30 as that’s what their website and phone machine said. Both guys in store said they have no idea their manager has already left for the day and they just got told to close at 5 so not their problem. We asked if they’d be happy at all to stay that extra 4 minutes as my boyfriend just wanted to by the phone so all they’d have to do is run it through the till and that would be it, they wouldn’t have to set up anything. That was a no so we left. Quite annoying as we had gone over to redhill just to get the phone and thought we would have enough time to just pop in and buy it. Clearly Carphone Warehouse aren’t bothered about their customers and aren’t bothered about making a sale so we’ll be taking our business elsewhere”

Helpful Report

Posted 6 years ago

“I purchased a new Galaxy Note 9 from them at the end of August, mainly because they were offering additional trade in allowance. Nothing but trouble with these people and no trade in as the web site didn't do what it said Customer service no use at all - Total waste of space !!!! AVOID”

Helpful Report

Posted 6 years ago

“As soon as I open my mouth in any carphone warehouse shop they want my full details entering on to their system. I only wanted to buy a SIM card. The last time I bought anything from them was a smart phone so that my mother who lived over 100 miles away and getting cancer treatment could get in touch with us on WhatsApp. . I was forced to give my details even though i explained a few times thst it was for my mother and she had no end of trouble with as whoever car phone warehouse passed this information to made a big deal out of the fact that a phone that was registered to me at my address was somewhere else and used by someone thst wasnt me. What is the big deal?? My brother had to buy her a new phone in the end. This time I went to Gloucester to buy an Id sim card and the assistant, because I wouldn't give my details fobbed me off by saying they didn't sell SIM on payg!! It's like selling your soul to the devil buying anything from these lot.”

Helpful Report

Posted 6 years ago

“Enniskillen carphone warehouse in erneside single handedly gave me the worst customer service I have ever experienced”

Helpful Report

Posted 6 years ago

“I’ve order new phone at 21/08 and trade my old one. I should’ve get new one at 24/08 but I didnt and at store staff told me that I will get it at 3/09. I am without phone and at 30/08 I am flying on holiday for 3 weeks. That went wrong.”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews