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

“UTTERLY STAGGERING I am shocked that the Carphone Warehouse can find that blurting out unacceptable verbatim at people who have a valid complaint in answer to that complaint but does not resolve a single issue!! I received a Motorola Nexus6 8 days ago which has developed a fault, and by their own terms (document zzvmmowelc2001001 paragraph5), I contacted customer service to get a replacement sent out and this one returned. The rep said “that I should go to their stores in local towns.” I explained that I can prove it a fault and that I cannot afford the lengthy process of going into the town, parking, bustle to the centre to get a fault rectified that they can do by delivering a replacement. “We do not offer that service”!! she recommended “that I should go to their stores in local towns.” I said that the phone was clearly faulty and I can prove that with photographs and that they as a retailer under statutory rights should get the item replaced at their inconvenience not mine to which I was told “that I should go to their stores in local towns.” I asked to speak to complaints – “We do not offer that service” I asked to speak to a manager – “We do not offer that service” I asked to speak to disconnections – “We do not offer that service” but “I should go to their stores in local towns.” They said that a complaints team member would phone me back within 24!!!!!! TWENTY FOUR HOURS!!!!!!!! I explained that my complaint was NOW not 24 hours! And asked if they could transfer me “we dont not offer that service” I asked maybe it would be easier for them to list what services that they did offer, and that I could choose one of those, but was recommended “that I should go to their stores in local towns.” I asked what service they were supposed to be offering, as I could not detect any and was met with “that I should go to their stores in local towns.” They then claimed that if I was unsatisfied, then I should call back on the same number, to which I enquired “Will I just get someone else telling me that “that I should go to their stores in local towns.” They said “Yes” In absolute delusional desperation, I claimed that I will cancel the direct debit and leave the phone on the roadside for them to collect, to which they said, that I could do that if I wished” Desperate not to swear, which would give them the reason to hang up, I mustered what modicum of spirit remained for a last rally and asked if they were willing to pay my hourly rate for the visit into town to solve their lack of ability to help me in any fashion.... ...They said no. I just sat down, exhausted and stunned. Words utterly failed me I my death throes, I mumbled that I would be like a virus on the internet regarding an complete and total disregard for customers after they had taken their money, and that as a final weak strangled punch at my assailant, I pointed out that I was cancelling my account topped with a question of what use had they been at all to have my dying heart elbow dropped by....... “that I should go to their stores in local towns, there was one in Aylesbury” BE YOU WARNED – FAST TO TAKE YOUR MONEY – NO RESPONSE TO ISSUES I cannot imagine what my position would have been like if the phone was not 8 days old!!!!!!”

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Posted 10 years ago

“Scam operated not repairing phone blamed me so did not have to renew it.Faulty Sony sim applicator damaged sim entry so blamed me for putting sim in and damaging phone.”

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Posted 10 years ago

“The customer service is so rubbish!”

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Posted 10 years ago

“Bought a phone and tablet from them online in November. Less than 2 months later the tablet is completely non-functional. However I have to go to their shop to get this issue dealt with as they don't have a return by post process. Very shabby and poor for an onl;ine retailer.”

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Posted 10 years ago

“Found a great deal online went into the shop only to be told can't have it they tried to tel me it was a web exclusive but there was no mention of this on website there full of it never go there again”

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Posted 10 years ago

“Firstly I was due an upgrade, Carphone warehouse called me 8 times in the space of 2 days to get me to even though I stressed I didn't want a new phone at this precise moment and would upgrade in a month or so when I was less busy. I stated I had an iPhone 5 and was happy, in the end they persuaded me to change my tariff in which my contract would be only a couple pounds less. They sent me a micro sim that is 4G compatible which does not work on the iPhone 5 on O2. I was paying £32 p/m for a phone I already paid off with internet I couldn't even use. To top it off, I went into shop and thought I might as well upgrade to the iPhone 6 and they said I was no longer eligible and now have messed it up on their systems so now I cannot upgrade. They refereed me to call their customer services in which I was told to go back in store to sort it out and now have been messed around for over 2 months. They were great when I first dealt with them but when upgrading again, they have wasted a lot of my time and money.”

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Posted 10 years ago

“Carphone warehouse is the crappiest place to a phone. Ordered online on three different occasions for next day delivery and all 3 times it took 5 to 8 days to receive my phones. Their customer service is very poor no help at all over the phone, in store the workers are even ruder have no manners should be sacked I have had this in many stores the last time I went to buy a pay and go phone I ended up getting arrested because the worker refused to sell me a phone and started arguing with me in an unpleasant manner when I ask why, so I ended up breaking his nose and will do it again anytime. Don't bother with car phone warehouse your best of using amazon or eBay.”

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Posted 10 years ago

“Fort kinnaird edinburgh give it a miss. Manageress is a waste of space. Put my phone in for repair over a month ago. Still can't tell me when it will be back. I could under stand it if I had broke the phone. But it seams to be a fault with the phone. (Sony Expedia z1)”

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Posted 10 years ago

“After taking a contract with the carphone warehouse, I went in for help with changing some settings. They took my phone away from me to the manager who didnt want to come on the shop floor and deal face to face. After a long wait and an assistant told me that he couldn't change a simple lock screen message, which I later figured out alone...I strongly feel they weren't even trying to busy snooping through my phone tut,tut..”

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Posted 10 years ago

“Very very bad service in 46 fishergate preston”

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Posted 10 years ago

“Never again will I use Carphone warehouse nor will I recomend to anyone else. I had been looking at the Samsung note edge when it was first unveiled back in September but was disappointed to hear no UK launch, then I read CPW were going to market the phone with a contract from vodaphone, I immediately expressed interest online and after filling in my details online was told to expect contact from them when it was ready to order. I received a text from them on 28th November saying that I should pop instore to order, when I tried to order the phone the system was saying phone not available, even customer services couldn't help, they told me to come back in a couple of days as it was a new product and obviously hadn't been set up on their system. I returned 3 days later on the 1st Dec and successfully placed an order and new contract worth nigh on £45 a month for 24 months after departing with £199 upfront cost and was told my phone would be ready for me on the 12th (nearly 2 weeks but I would wait patiently) for the next couple of days I received calls from them offering me more contracts with SPECIAL deals which I declined (I mean why would I want more than one contract!) Anyway after a couple of days the sales calls stopped and I continued to wait for the 12th which was yesterday, no call or mail from them so by lunchtime I phoned to ask if my phone was ready, they replied we haven't had todays delivery and was due around 1pm but could be later, (christmas and all) so I said i'm finished work soon so ill call in after work. I visited the store I ordered from about 2:30pm and was told they still hadn't had the days delivery and it could be anything up to 6pm! They said they would ring me back later, I never received a call so today I gave it until lunchtime before phoning the store myself but before I did I checked the main CPW site and they are showing the note edge as a saleable phone and IN STOCK I phoned the store only to be put in a que with the usual music loop, after about 10 minutes someone cut me off, now I'm starting to get p****d off, I tried again and after waiting a further 10-15 mins I was cut off again, I went online to find a customer services number and after the usual merry-go-round of options I managed to speak with someone from an overseas call centre who I could hardly understand and she couldn't help anyway, I tried phoning the local store where i ordered the phone in south liverpool 1 more time only to be cut off again after 10 minutes, Carphone Warehouse your aftersales are abysmal you place no value on your customers your only focus is to lure people in to sign up to contracts then push them to one side to make room for the next, why hasn't somebody at least called me to give a status of my order seeing as its overdue, and how come your advertising it on your website as IN STOCK when I was surely one of the first customers to order this phone yet I still havent received it, no one has contacted me to tell me why and I cant contact you to ask the question WHERES MY PHONE, consumers avoid this company like the plague go elswhere as they have no interest in any issues you may have once you sign on the dotted line, they should be reported to some kind of watchdog I wont be using them again, in fact if I am still without the phone come Monday I will be cancelling the contract and demanding my money back.”

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Posted 10 years ago

“Upgraded my phone made to to come back 6times on two different days while they kept me waiting for 1/2 hour 45 mins each time what did I do to deserve this other than to come and give them money for something I still have not received yet guys find a better supplier go to the networks direct don't use these rip off mertchants”

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Posted 10 years ago

“dealing with them is like nightmare”

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Posted 10 years ago

“Tragic experience, will not be using again. Ordered two payg handsets, to find they'd messed up the order, but taken my money. Called them up to trace, they said no records were in the system, luckily they had sent me a confirmation email, so I could send it straight back. I asked for my items to be sent out, and with a confirmation email, after the phone lines closed. it stated an extra £20 had been debited from my account without authorisation, this is payg not contract. I am currently tracing my money and if they refuse, I will have them arrested for theft, taking them to trading standards and tv watchdog, I'm sick of theses companies robbing the innocent consumer. Avoid there online site at all cost.”

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Posted 10 years ago

“This morning 02/12/14 @ 9:30 ish, I went to carphone warehouse to buy a pay as you go nokia lumia for my dad, when I got in the shop there were 2 shop assistant who just seem not bothered to help me, the one who had plaits was kinda busy, so finally the other assistant came to me and ask how he can help I then told him I want a nokia lumia but dnt know the difference, he then ask what I want the phone for so I told him I want the phone for my dad in Germany but I will use the sim for my personal use in uk, he then looked me up n down only to tell me he can't sell me the phone, in shock I ask why, he said because I'm sending the phone to my dad in Germany he won't sell me the phone, I got really confused and told him I just want to buy a pay as you go phone thinking he was just playing a game on me, he walked away and told me he won't sell me the phone so I should leave the shop, by now I was really shocked and angry I followed him to the counter and explained to his colleague who then said he will sell me the phone but the other assistant said no that he will never sell me the phone and his colleague shouldn't either and he shouldn't get involved. I was angry n shocked so we started exchanging words he stood here with a smirk on his face saying I should leave the shop and never come back that he will never sell me the phone, actually when his colleague tried to make sense of the situation and calm things he stood there making matters worse I finally called the head office and explained the situation to them, the agent I spoke to was shocked and wanted to speak to the shop assistant, guess Wat..? he refused to speak to the call center agent, the guy stood there playing God choosing who he want to sell to in a carphone warehouse shop, now I wonder if they're going to take action about this discrimination, I'm watching carefully I've head a lot of awful things about carphone warehouse house but now that I've experienced it, im shocked that such a person can represent a company who deals with the general public daily. Car phone warehouse are really letting ppl down with their customer service this guy need sto be on a disciplinary action.im given 1 star because of the service from the head office call agent but the rest it's very very bad, the funny thing is all the phone shops on the eltham high street were ready to sell to me even thought I told them I was sending the phone to my dad in Germany and gave me a very lovely service but so far carphone warehouse didn't sell me the phone because the shop assistant decided that he won't sell me the phone even he refused to speak to head office. It makes me sick and I felt my honesty has been thrown back at my face.”

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Posted 10 years ago

“I wasn't sure about a phone and the only reason i bought it was because i was told i could chamge it if i changed my mind. only for me to be told later i cannot do that. i was sold the phone without actually knowing what it was like. the quality of the phone is too poor for a smart phone (lg l20) and now im stuck with it because they told me one thing and their policy said something different. DO NOT FALL FOR THEIR GEEK SQUAD RUBBISH!! ITS ALL FAKE.. WHATEVER THEY SAY IS ALL A LIE. ALWAYS ASK FOR WHERE IT IS WRITTEN BEFORE YOU SIGN!! Trading standards should investigate”

Helpful Report

Posted 10 years ago

“I bought a Pay As You GO handset from Carphone warehouse in Dec,2013. It was with Orange network. Pay as you go customers are allowed to upgrade after 6 months of buying their product subject to fulfill the requirements. In this regard, 2 months ago when I contacted with Carphone warehouse customer service, I was told that the number which I gave them was not a valid number. Whereas the sim and set both were sent by Carphone warehouse. Then I went to the High Street shop of CPW to justify this one. I got the same message. Later, I showed the receipt as sent by CPW to justify it. I was told to contact Orange customer service to rectify it. When I contacted Orange network, they said it was a valid number adding that CPW system is wrong. Even Orange offered to upgrade with them. But their product was out of my range. That's why I did not go through. When I contacted CPW for last time, I was given the same message. Since then I decided not to buy any product from CPW. Rather I preferred to buy online from Ebay. Last week when I relate this matter with one of my friends, he told me that he had the same experience as I had. So the Pay As You Go customers, please be careful from them.”

Helpful Report

Posted 10 years ago

“I bought a Pay As You GO handset from Carphone warehouse in Dec,2013. It was with Orange network. Pay as you go customers are allowed to upgrade after 6 months of buying their product subject to fulfill the requirements. In this regard, 2 months ago when I contacted with Carphone warehouse customer service, I was told that the number which I gave them was not a valid number. Whereas the sim and set both were sent by Carphone warehouse. Then I went to the High Street shop of CPW to justify this one. I got the same message. Later, I showed the receipt as sent by CPW to justify it. I was told to contact Orange customer service to rectify it. When I contacted Orange network, they said it was a valid number adding that CPW system is wrong. Even Orange offered to upgrade with them. But their product was out of my range. That's why I did not go through. When I contacted CPW for last time, I was given the same message. Since then I decided not to buy any product from CPW. Rather I preferred to buy online from Ebay. Last week when I relate this matter with one of my friends, he told me that he had the same experience as I had. So the Pay As You Go customers, please be careful from them.”

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Posted 10 years ago

“Service from a manager was appalling! They have no clue about returns policy! And conplaints service is a waste of time! Never again!”

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Posted 10 years ago

“Purchased a pay monthly Samsung phone on line for pick up in store at Carphone warehouse in Clacton. It took three days to arrive at the store despite being promised it would be delivered in two days. The staff at Clacton store were unhelpful because it was an on line purchase, I had to phone customer services to sort it out, Customer services credited ten pounds to the account to spend in store when collecting the phone. When collecting the phone the staff at Clacton provided shoddy customer service by failing to set the phone up, failing to tell me there was a ten pound credit and failed to email vodaphone to get the phone registered on the network. The carphone warehouse deals might be good but the customer service is very poor.”

Helpful Report

Posted 10 years ago

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

Carphone Warehouse Reviews