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

“If your phone is faulty they insist it away for minimum 2 weeks and leaving you without a smartphone. Atrocious customer service. Their returns policy looks like it is designed to put folk off returning faulty products which is shocking.”

Helpful Report

Posted 5 years ago

“I've purchase samsung s10+ on the 1st of August. I received on the second. I have 14 days return policy. I spotke with live chat agent and also over the phone with customers service and i been told the last day of return the phone is the 16th on August. I have live chat proff on my email. I went to the store on 16th to return the phone and I was told i can't return the phone because is over 14 days. I was extremely angry and i can say the caphone warehouse team they a LIAR! I did that i was advised and very dissapointed now! carphone warehouse tem not help at all!”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Ordered phone online 4 days ago and received an order confirmation. By today (Tue) I had no email to say item had arrived in store so rang call centre. They told me the phone was ready to collect. When I went to the store it was without staff all day (it's in a Curry's so looked "open"). How can a store be so under-staffed that it can go a whole day without any staff at all? This is in a populated area (Woking).”

Helpful Report

Posted 5 years ago

“I brought outright a samsung s10e and the device was faulty, exchanged it which was great but the 2nd device is faulty and when trying to make a complaint they are asking me to go to the store to exchange the phone. How hard is it to give someone a refund they are all rude when you make a complaint !!! Wouldnt recommend these will be taking it further”

Helpful Report

Posted 5 years ago

“Don't go unless you've nothing planned. Standing at the desk in a sweltering hot store with no AC while two sales assistants spend 40 minutes telling me I can get an upgrade, then that I cannot get an upgrade and need a new contract and cannot keep my same phone number, is not my idea of a fun afternoon.”

Helpful Report

Posted 5 years ago

“Ordered a phone online and paid. DPD gave me a tracking number and date of delivery. Then had an email to say phone had been returned to Warehouse. Spent hours on the online chat and on the phone. Then they said that my security details did not match and I had to phone up. After three phone calls I demanded a refund, got the usual it has to be confirmed as returned and the 3-5 days for my money back on my card. operator Vanessa then said I had a contract with a phone company, which I never took out as I am in Jersey and cannot use uk companies. Then she said it was her mistake. Total incompetence, rubbish company, ripping people off taking payments and not supplying the goods. I'll be splashing this all over socail media and Jersey. Avoid, do not use them they have £139.99 of my money which I want back. Somebody should be looking into this company”

Helpful Report

Posted 5 years ago

“simple, don't go there awful service, staff not trained to standard, don't treat you like a human, all young have no idea about people skills. I ordered two phones it took 16 days to get both phones working due to incorrect set up at store, I called the customer service line and they were no help what so ever had to re-visit store five times and three credit checks were done when they tried to correct. It makes feel sick inside when I here there name mentioned, spoke to EE a few times and they confirmed this was a common problem with this company my advice is go direct to the network provider.”

Helpful Report

Posted 5 years ago

“They don’t care of your needs they doing money with you doesn’t matter if the contract is what you looking for, they will lying and you will be in trouble with your contract.”

Helpful Report

Posted 5 years ago

“I would give no stars worst customer service in my life forceful pushy threatening must be all on commission cause they treat customers like garbage unless obviously your buying the most expensive phone in the shop anything other than the one they want to sell you your garbage disgraceful customer service need to be on watchdog”

Helpful Report

Posted 5 years ago

“I ordered a phone and was promised next day delivery. DPD emailed yesterday to say it would be delivering the parcel today and I would get a delivery time text by 11 am. I called them at 12 pm because I didn't receive the text and they assured me that my parcel would be with me today and I would receive a text shortly. I then called at 3 pm because I still hadn't received a text and was told that my parcel is still at the depo and will not be with me until Monday. It's one thing that they have failed on next day delivery which I depended on but it's awful customer service that I wasn't informed and had to find out the bad news myself. I have been in all day waiting for the phone.”

Helpful Report

Posted 5 years ago

“If I could give zero stars I would do not trust carphone warehouse with your old phones for a trade in deal they take your phone and pretend they’ve sent you the money I’ve been emailing for weeks now and they keep saying their records show I’ve had the money and I have not. I’ve had to send them my bank statements to prove I’ve not had the money like I’m some sort of lair . if it is not resolved I shall be taking the matter to a solicitors because they are in breach of contract. I wonder how many other people they have conned”

Helpful Report

Posted 5 years ago

“Ordered a phone on Wednesday and told it would come on the Friday. Rang them up as the tracking would not work and they told me they had lost it, haven’t even sent a replacement for it. I got told on that Friday too I’d get one on the Monday and still no show. So now wasted money on an iPhone 8 for the staff to tell me its ‘lost’.”

Helpful Report

Posted 5 years ago

“Received a phone which was damaged on arrival on the 29-6-2019 phoned straight away for a return and a refund as they had none in-stock, on the 1-7-2019 DPD driver came to collect item but they had sent niether of us the label, ended up taking it to local DPD drop off. They have had it since the 3-7-2019 still no refund over 3 weeks latter call customer services is useless emailed them to find a cheque was sent to me but could talk up to 28 days, the old them a cheque was no good as I have no branch near me and they agreed to refund my card a week later they said they wouldn't and I needed to wait for the cheque, in that time the date the cheque was issued changed from the 4-7-2019 to 8-7-2019. I am at a point were I am going to take court action to get my money back, they don't seem bothered by an legal obligation or rules and just keep doing what the want.”

Helpful Report

Posted 5 years ago

“Avoid at all costs. fell for one of their 'on-line only' offers and rang the number as I had questions. After processing my order, doing all security checks and taking my upfront payment on the iphone XR and all my bank details they despatched the phone. Had a text from DPD with delivery slot 12.51-13.51. No show, no info so I tracked on line to see that Carphone Warehouse had recalled the package at 10.27am without informing me. I rang to hear there was a 'security issue with me'???? Absolutely no reason for any problem, clearly their total incompetance. Meanwhile they had taken £139.99 off my credit card. I was furious and said I was cancelling the order immediately and wanted a full refund. They could not tell me what the 'security' issue was, but asked if I could go to a CWH shop with 2 forms of ID. Absolutely not! No issues with my affairs I can assure you!! They said that they could not process a refund until they had received the package back to their office and from then on it would be 3-5 working days. Totally unacceptable. They made the mistake and the package did not come anywhere near me. Shocking incompetence. Meanwhile I rang my current provider 02 who after a little discussion, gave me pretty much the same deal. I have been with them for more than 12 years but was 'seduced' by CWH on-line only 'amazing deals.' Do not go there. Meanwhile they have not responded to my emails, I only have had telephone conversations so am instructing my CC company to take action, and putting in a formal complaint. They have just sent me their 'standard' reply to bad reviews asking me to email them 'so they can see what the problem is.' I have emailed them twice already and no response.”

Helpful Report

Posted 5 years ago

“Terrible customer service and sales! Paid for a phone and didn't receive it! No emails or calls, nothing! had to contact them to ask whats going on, only to receive no apologies or compensation. Completely useless company. Cant even hand over a product once you have given them your money.”

Helpful Report

Posted 5 years ago

“Allowed two fraudulent accounts to be set up in my name. One I forgave as cyber crime is clever but when they allowed the same thing to happen the very next day I couldn’t believe it. Had action fraud involved. Two different direct debits set up in my bank. Two deposits taken. I am currently on their own network ID. I’m leaving as fast as I can and never going back”

Helpful Report

Posted 5 years ago

“Completely unacceptable and fraudulent behaviour. tricked my very savvy daughter into 'renewing' and extending her contract against her wishes. When she pointed this out over the phone AND instore she was assured that all had been restored to the original contract - only to find that her phone was cut off completely. Carphone Warehouse - dishonest, fraudulent, devious, nasty!”

Helpful Report

Posted 5 years ago

“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 5 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 5 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews