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Carphone Warehouse Reviews

1.6 Rating 1,629 Reviews

13 %

of reviewers recommend Carphone Warehouse

Company Reviews

1.6

Based on 1,629 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They sell second hand phones for new ones with other peoples photos on them DO NOT BUY FROM THEM”

Posted 4 years ago

“Received very good trade in for old phone and free cover and screen protector for new phone”

Posted 4 years ago

“Ok if you wish to buy a phone and a contract. Very poor after service if you have a fault with your phone. My phone which was still under guarantee developed a fault. I returned it to a store in Curry's at Stockport. I was given the runaround and numerous excuses. The assistant said it would take six weeks to repair. I left the shop and contacted the company by email. This also was a waste of my valuable time. Take my advice an go elsewhere.”

Posted 4 years ago

“Myself and my partner have recently purchased and moved into a fantastic new build flat in Bracknell. In setting up our new home, WiFi was one of the top priorities on our to do list, as I am sure is the same with most people now a days. We began our WiFi search with a trip to our local Carphone Warehouse store in Bracknell where we spoke to the Branch Manager - Nathaniel. He conducted a search on our property to show what providers were available for us, we were presented with TalkTalk, Sky, Shell and SSE. After comparing average guaranteed speeds and monthly costs etc. we decided to go with SSE. This was originally set up in my partner's name. After placing the order we got a letter on Monday 16th September from SSE saying that the credit check has been denied. Being concerned, I contacted SSE to understand why this was the case, after some investigation it was because the Bracknell Branch Manager had incorrectly inputted the address on the system (road name was included on first line of address). This has therefore left a denied credit mark on my partner's credit history of which we have worked very hard to keep as clean as possible. In a rush to try and get WiFi set up (as my partner works from home), I headed to the Bracknell Carphone Warehouse store again to re-set up in my name. Later that day, I contacted the Carphone Warehouse customers services to understand why this process has taken over a week to only be denied. The first 2 advisors I spoke to hung up on me and the third put me through to a completely different department after I was put on hold for 30 mins. By this time is was 19:55 and was told that someone may not necessarily come back to me today. I requested for a call back the following day. To note here, I spent over an hour and a half on the phone to Carphone Warehouse on Monday 16th. I got a call the next day and was offered £50 credit on my account to tie myself and my partner over until the new SSE WiFi order (in my name) is set up. She told me that the best option would be to purchase data sim from a Carphone Warehouse store and put this into my iPad so we can have more data. In regards to my new WiFi order, I stayed in contact with SSE to ensure this would pass the credit in case of any further address errors and they confirmed a few days later that the order was being processed, credit check has passed and I should expect the WiFi to be set up in 10 working days. Please note: the SSE customer services manager was excellent and very helpful. However, this was not as simple as it should have been. I received a call the following day from SSE saying that they cannot provide WiFi to our address. I was confused at Carphone Warehouse's system, why it would give me SSE as a provider option if they cannot actually provide WiFi to my property? This leads me on my next adventure, to try to get some data for my iPad to use in our property, I headed to the Bracknell store to purchase the data sim (as instructed by customer services using the £50 in my customer account). Unfortunately I was told that as this is a new store and do not stock these sim cards. The store suggested I walk down to the store based in Currys (also in Bracknell) to see if they had any in stock. I headed down but unfortunately was again told that they didn't have any available 'because they were a small store'. They suggested I head to Reading as the store there is bigger. So today, Sunday 22nd September, I went to the Reading store (approx. 20 mile round trip) to only be told that these data sim cards don't actually exist anymore and are not stocked at any store. They suggested I raise my concerns with the store back in Bracknell and the customer services team. After being sent on a wild goose chase, I went back to Bracknell and purchased a Vodafone MiFi product for £70 on a rolling contract as this was the closest product I could get to a data sim as we urgently needed data for my partner's work (in order to pay the mortgage on our new flat). After going through yet another credit check, I purchased this and off I went to set it up. Once I got home, as suggested by the store manager in Reading, I decided to log another complaint with Carphone Warehouse about the system error (showing me providers that don't actually supply to our property) and that I have been misinformed by customer services and the stores to send me running around after a product that doesn't exist. This has cost me time, multiple parking costs and fuel. I have to say, I am very disappointed with my experience today with the customer services department. I first tried to contact the team, I was told to 'press 1' for general enquiries etc. once I clicked this the automated voice said 'our website provides a lot of answers to any questions - goodbye'. A little confused, I called back to ensure I clicked the correct number and the same happened again. I then called back again and had to go through the purchasing department who surprisingly didn't send me to the website and they kindly transferred me to the customer services team. Once I got through, I spoke to a woman called Marche who I explained my previous complaint to and the more recent issues. She told me that as £50 had previously been given they couldn't give me the difference to the £70 I actually paid - which after a bit of backwards and forwards, I understood and accepted this. She also explained that the providers are responsible to provide the information about what addresses they can supply WiFi to - again, after a bit of backwards and forwards I also accepted this. This then let me onto the issue about my time spent running around to different stores but she told me that this is a broadband related issue and that she can't do anything. Of which I don't agree with as my issues simply relate to the stores and the information about a data sim given by customer services. She also said that because £50 has already been awarded that they cannot do anything else. I tried to explain that I am raising a new complaint however she was clearly reading from a script and I did not feel that she was listening to me at all. After multiple requests, I was put through to a manager and once again, explained the issue. He said that Carphone Warehouse do not compensate for time and I should have called up all the stores before to ask what they had in stock before visiting. I understand that there are many means to find out stock but when a customer services advisor tells me to visit a store - that is what I am going to do and I don't think I should be accountable for that. I do however hold Carphone Warehouse accountable for their customer services telling me to visit a store and then brushed off by multiple members of staff at the stores themselves. All of which, in my opinion, is due to a lack of knowledge and training. The manager on the other end of the phone, Shameem, said that 'Carphone Warehouse will not provide you with any compensation' and 'that you need to raise the complaint externally but I can't tell you how to do that'. I then questioned if compensation cannot be awarded, how could I haven been given £50 for my previous complaint, the response to this was 'because the previous advisor wanted to resolve your complaint' which I then asked 'are you telling me that yourself and Marche don't want to resolve my complaint?' which he surprisingly quickly changed his answer and backtracked. I was left in a situation where I have been refused to speak to Shameem's manager, cannot be told how to complain 'externally' and denied of any compensation of my time or money spent. I am very disappointed by the customer service and information that has been supplied by Carphone Warehouse and I do hope that this can be correctly rectified. I look forward to your response. Kind regards, Mr Williams”

Posted 4 years ago

“My experience is still on going, an absolute shambles. The store at Exeter mash Barton should be shut down until suitable staff are found. I have been lied to on the day of purchase about the P30 Pro I was sold. I took it back to the same store with my complaint THE VERY NEXT DAY wanting to exchange the device for the phone I originally wanted NOTE 10 +, to be told I wasn't able to exchange as I was with Vodafone, this was an out right lie, there is a 14 day cooling off period for cases such as this to aloue you to exchange your device. They refused point blank with more lies, they told me to sell it, after only having the phone 2 days, ( 2 DAYS PEOPLE) I then spoke with the store manager 'Becky' to be told more lies about my phone, these 2 conversations I have recorded on my phone and you can clearly here the rubbish coming out there mouths. No one at Carphone Warehouse has contacted me regarding my complaints 4 weeks later, and still no response or exchange. I've not even received the 100 pound promised back to me as part of the HUAWEI deal... My advice is simple, stay away from Carphone WAREHOUSE MARSH BARTON, it's run bye teenagers with no clue or basic customer service and pure lack of professionalism though out, I HAVE THE EVIDENCE . Customer services have not called me back since the day of purchase. I was hoping the lack of professionalism was isolated but this is clearly not the case. My recordings will be uploaded to you tube for World to hear what you really get at CARPHONE WAREHOUSE....”

Posted 4 years ago

“If I could give a minus star I would. I’m really shaken by my experience today I was demeaned by a very aggressive manager in front of his staff; my reading was slow due to my eye condition, I also have a brain tumour that causes me to feel tiered at times and today I wasn’t feeling strong but I thought head office had resolved the problem and I wouldn’t have to worry; omg was I wrong. There has been an on going problem regarding an order and my husband and I made a complaint to head office. When my husband and I went into the shop to collect the item as head office told us it was in, it wasn’t what the item the manager told us it would be when signing the contract; I don’t care about the item anymore as I’m too shaken to return. When I asked for a receipt to state we didn’t accept the item from the shop and we wanted to checked our contract the torrent of demeaning aggression I received from the manager and his college was unjustified. The new manager ihas destroyed the once very friendly and helpful outlet. I was called pathetic, stupid and questioning my ability. I will never use the company again and I would advise no one to use this particular shop. If I was not in contract I would have cancel my contract today.”

Posted 4 years ago

“My contract was renewed on the phone with them all fine, and new handset too. I was told I could go into a local store and they would help set it up. a child in the store said he wasn't there to help people, just to sell things!! gobsmacked at such a poor attitude - I thought he was joking but no, they'd charge £15 to set it up and said the call centre guy shouldn't have said to call in!!!”

Posted 4 years ago

“I am Still waiting for my refund, it has been 6 weeks. I have rang these cartoons 3 times and each time I got it was not processed let me do that for you. Bunch of idiots. One of the worst services ever.”

Posted 4 years ago

“Pre-ordered and paid for an iPhone 11 Pro Max in store at £1150 on the proviso the delivery would be on 20/09/19 as I am going away on 21/09/20. Also said I had a pre-order with O2 for 01/10/19 which wasn't soon enough. The sales person promised that it would and that it was confirmed before I agreed to pay them in full for the phone and also cancel my order with O2. They also said I could get a refund if the phone was not going to arrive on time. Spoke to customer service who confirmed that the fulfilment date was and always had been 15/10/19 and that the shop assistant must have lied. Returned to store for a refund and they lied again stating that Apple had changed the date. They also told me that they couldn't refund until the device came in to store but they could fill out a form and request this be authorised. Spoke to customer service again who were aware of no such procedure. I will never shop at Carphone Warehouse again as they will say anything to take your money from you. And do everything to avoid giving it back. Disgraceful.”

Posted 4 years ago

“Refused credit check on perfectly fine credit card because I was picking up in store a >£1k item which covers all iPhone 11 pros then charged for a premium phone number when I called to question this. Rubbish service, cut off twice, nonsense explanation. Ordered from Apple instead. Don’t bother with these idiots.”

Posted 4 years ago

“Delivery was on time but took 8 days for the new sim card to be activated and another 7 days gone now and yet my old number is not activated. All they do is blaming Vodafone”

Posted 4 years ago

“I so disappointed with Carphone Warehouse. I spent over one hour in their Wakefield store signing up for an iPhone 7 deal with OT. I did this on a Tuesday and during my time in store the assistant obtained my PAC from my current provider Virgin and logged it into their system together with the number I wish to port. He then contacted his IT people who advised that my number would be transferred the following Thursday. Well Thursday came and nothing happened so I contacted Carphone Warehouse who advised me they had no record of my porting request on their system and suggest I contact my current provider for a PAC and give it to my new provider. I have now done this which took almost 2 hours only to be advised by OT that my current number wouldn’t be transferred until Tuesday which is one week after my purchase. Based upon my experience I suggest you trawl the internet and get the best deal you can and do the number transfer yourself because it will be cheaper and no longer. And, sadly, when their are more empty retail units on our High Street when Carphone Warehouse inevitably collapse them they only have themselves to blame. I went there for service and although I paid for it didn’t get it. You have been warnef”

Posted 4 years ago

“If I could leave negative stars I would. I would advise anyone never to use Carphone Warehouse again. I recently rang for an upgrade and unfortunately, I didn't like the phone so I returned this and chose a different phone. I have now been told it was a new contract that was taken out when it should have been an upgrade leaving me with two phone bills, one of which I am of course unwilling to pay as I was mis-sold. Carphone Warehouse are trying to tell me I wasn't mid-sold but why would I upgrade then take out a new contract two days later. I will never use this company again. TERRIBLE.”

Posted 4 years ago

“Magda Mielczarek Avoid carphone warehouse Salesman told me id be better off switching to Virgin. He called my existing provider (sky) and impersonated me and cancelled my package and switched me to Virgin. Waited 2 weeks for installation, when virgin engineers turn up they say that I can't have Virgin down my road now I'm left with no internet or phone and carphone warehouse won't help me. Took day off work too. Will was the one who refused to put me through to ANYBODY in head office. Carphone warehouse has committed fraud, you impersonated me to cancel my sky so that I would change to Virgin, so that carphone warehouse would get a commission. I've been left without any phone line or internet, what help have you offered me Will?? Don't think you realise how serious this matter is, if I was in head office I would want to know and I would help asap, I have heart failure”

Posted 4 years ago

“Purchased my last three sim free mobiles from carphone and always found them competitive on price. Recently called to upgrade but when enquiring about getting my data transferred was told this is now chargeable never was previously so declined and purchased elsewhere, could understand if it was delaying other customers in-store but as I live in a small town this certainly was not the case surely if making a purchase customer service like this should cost nothing.”

Posted 4 years ago

“Two weeks later and still not connected. Shocking customer service.”

Posted 4 years ago

“Where do I start with this company. I have taken out 4 different mobile contract with my local Carphone Warehouse in Welwyn Garden City -Hertfordshire. I was shocked at the level of Customer service I was given on the 7th July 2019. The sales advisor give my the incorrect phone colour. Point number 1) I was told that I can sync my phone to my existing number. I asked the sales advisor twice before I signed the contract on the 7th July, I was very clear that I will be travelling out of the country for a number of weeks. He responded by confirmed it should not be a problem. Upon calling O2 service provider, I was informed that I must be resident in the UK for my number to sync within 24 hours. Sadly I did not have a phone coverage for 5 weeks but yet had to pay £30 00 to the 02 mobile provider. The sales advisor was more concerned to sign me up to a 2 year deal, than actually listening to my request He insisted that I should continue to use my current phone in the meantime. I had to cover 2 mobile phone bills during the month of July, something that I did not plan on doing. His sales guy's lack of understanding was shocking. Point 2) I requested an Iphone 7 in Rose Gold. When I arrived home the phone in the box was black, very disappointing,as I went back to the store and was informed that they are out of stock. The sales advisor could not even have the common decency to let me know to my face that they had no stock. I am not a fan of lies especially when I pay good money for goods. I will not be returning to the Carphone Warehouse, sadly you have lost a valuable customer, but more importantly your management should implement some training at your Welwyn Garden city store. Your sales team are more concern about money grabbing and hitting sales target. Very appalling service from this company!!”

Posted 4 years ago

“Fantastic customer service at Chesterfield Curry’s Branch. 2 phones upgraded by this really helpful member of staff. Thank you Ben.”

Posted 4 years ago

“My friend went to the CarPhone Warehouse store in the Arndale Centre, Manchester and tried to buy a Songy Experia L3 with CASH. The male sales assistant asked numerous questions, her name, her address, how long had she lived there, her email When my friend said she did not have an email the sales assistant said that they would sent to receipt to her email address. Really, paying cash in store and you are REFUSING to hand over a receipt? My friend decline and left the store. Later she saw another Carphone Warehouse store outside the Arndale and tried again, this time a sales assistant demanded that my friend SIGN a document to say she did not want insurance. My friend was trying to purchase with CASH a phone, yet the sales assistants would not stop demanding information which was None of their business. When my friend refused to sign, the assistant said she could not process the sale. Bye Bye Carphone Warehouse, my friend is taking her money elsewhere.”

Posted 4 years ago

“Bought 2 phones at the weekend for a very reasonable price at the Harrogate branch. When we returned home , we realised that we had left the boxes containing the chargers & the protective covers at the store. We said we would have to go back into town the next day to pick them up. Then we heard a knock at the door & it was the manager from the store dropping off the forgotten chargers & covers. Now that's what I call service , cheers thanks again.”

Posted 4 years ago

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Carphone Warehouse is rated 1.6 based on 1,629 reviews