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

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“I was left waiting in store at Carphone Warehouse within Currys PC World High Street, Birmingham, B4 7TE because the store had a computer communication issue. All i was after was 3 usb charge and sync cables. I paid twice and the card machine printed a payment receipt but the store would not give me the cables because the card machine has not communicated the payment to their computer. an hour later i finally was given the product after the sales assistants did some back office system credit. No managers were around. I called the call center at the time and just got passed around and was not even able to make a complaint. I emailed Carphone warehouse, messaged on twitter and Facebook and so far noone has dealt with my complaint about how I was treated in store. I have written a letter of complaint and adding my experience to review forums to help other people steer clear.”

Helpful Report

Posted 9 years ago

“Their is not warranty in this company.I both 3 phones from them,one Samsung galaxy 3 neo,they refused to send for repair,they just re soft it and tell me that my phone is oky.This phone has been in 11 mounts,3 times to the warranty and is still with problems.The staff is very rude and they just ignore me.”

Helpful Report

Posted 9 years ago

“I went to Croydon (whitgift SC) and bought a phone from there! I went in, asked one of the guys over there for the phone, who then went to another person to ask him to serve me! After telling him again the phone details, he went and got the phone and gave it to a third person who came to me and didn't even know what he is doing! In front of me they were asking each other to serve me! I Was NOT happy with the Customer Services at All! As I normally visit Carphone warehouse! I went to 4 different stores yesterday! Just to find that none of them had it in stock but the customer services was more than excellent in all 4 Apart from this store where they had it in stock! The staff was arguing with each other and I was very disappointed! I asked the person who at the end served me, Why no-one was ready to serve! He had a go at me and yelled at me! Due to some reasons, I really needed a phone! But if it wasn't this important to have a phone, I was going to leave that shop right then and not buy from you store! This is the worst customer service I have faced! I have been to like 7 different stores of carphone warehouse in total, but this was ridiculous and outrageous! Someone needs to teach them how to serve and speak to a customer! Disgraceful! Never going there again! Even If I really have to will travel an extra mile to go place else then their!”

Helpful Report

Posted 9 years ago

“I bought a Samsung Galaxy Core Prime on an ID contract. I was told that I could upgrade the tariff during the 2 year monthly contract if I required more minutes. This is not the case - ID do not do upgrades. You have to pay for additional minutes at a ridiculous rate. I've now been in 3 Different shops and 3 times the staff claimed they did not know that ID couldn't offer upgrades. I was told to take my phone in to cancel the contract. Unfortunately I bought my phone on a trip to Manchester and apparently only that store can cancel on the contract. Also they can't port a number from an ID sim to another ID sim! This is supposed to be a UK company with a central database but they act like a local store. The customer service is very poor - email after email from a different person each time with lots of apologies and no action. Please stay away and if you don't stay away from the ID network”

Helpful Report

Posted 9 years ago

“Just got back from Carphone Warehouse shop and am spitting blood. Bought a Samsung Note 4 less than a year ago and the charger has stopped working. Was told that the phone is guaranteed for 2 years but the "bits in the box" are only guaranteed for 6 months. and as it's over 6 months since I bought the phone I'll have to pay £19.99 for a new charger! How can they get away with that? Surely the Charger is an integral part of the phone. No charger, no Phone, No?”

Helpful Report

Posted 9 years ago

“Purchased a iphone online in September on click & collect £512 Only to find out the store had no stock so i cancelled the transaction online Received an email back saying no problem your account will not be charged Two weeks later i receive my credit card statement with the charge on it £512! I rang the customer services and they asked me for my card details so that they could refund me my money and that it would take up to 10 days for the money to go back into my account. Low and behold weeks later still no refund! More calls to the call centre to god knows where it is asking for my refund On the phone to them for over half an hour...they are now telling me that they do not have my details This has to be the worst encounter i have ever had with a national company Still out of pocket and on hold This is definitely the last time i use the Carphone Warehouse”

Helpful Report

Posted 9 years ago

“Do not use this company, they sell faulty products and then refuse to help when a customer is in need. They sold me a faulty phone and I took it back a couple of weeks later, they fiddled with it and then told me to try that. He even told me the speaker was in the earpiece at which the Apple techician laughed when I told him and said "he is selling phones?" I have also spoken to Apple and they gave me some things to try. For the past couple of weeks I have been unable to get into town as my father is terminally ill and i have not had the time to leave the village as I am trying to run a business at the same time. They now want to provide me with a phone where I can't transfer my numbers as such losing business unless I sit and copy hundreds across manually which I don't have time to do, and then take it into town YET AGAIN . They really have no idea what is going on in the real world, all they care about is getting their money and that's it, I wonder what would happen if I stopped paying their bill, soon be in touch then wouldn't they? I really can't stress enough not to use this business or you may fall foul of their business practices”

Helpful Report

Posted 9 years ago

“This company is absolutely rubbish. STAY AWAY. WAS going to upgrade with them but was put off by there customer service and general outlook to customers. They try a hard sale when it wasn't needed and they couldn't answer basic customer query when ringing there customer service lines. The first time i rang they place dme on hold and sent me to another department. Second time I ring I explain the fact that I have been taking for a ride the previous call and want to speak to a manager. They then tell me to complain in 24hrs. Guys pay a bit more and go elsewhere. There is a reason why this company is cheap they have a cheap standard of service,. Expect cheap for cheap. Happy Shopping.”

Helpful Report

Posted 9 years ago

“saw a deal i liked online so i called to get more info on it. the sales guy on the phone pretended to offer me a better deal which had a higher upfront cost than the deal i wanted (so im guessing better commission because i dont see any other reason why he would lie) anyways he promised me the deal was better and had this one particular thing i needed from the contract. he never gave me an order reference number so i called back literally 2 mins later and was told my order didnt exist and that i wasnt allowed to speak to anyone except the guy who made my order as i didnt pass data protection. they got my surname wrong and my address wrong!! it took a week to even get an order reference and even then i wasnt allowed to speak to anyone using the customer reference or even cancel the order. i was so fed up! I had no information about my phone for a whole week and then all of a sudden i was given an email on friday evening saying my phone had been dispatched, no details as to when dpd will deliver it or roughly when it will come and customer services had no idea as well (the order number given on the email was one which was already collected in feb2015 when i made the order in oct 2015). i finally got the delivery sorted and received my phone and thats when i realised my contract didnt have what i had originally asked for. so i logged a complaint and got a call back on a friday evening three weeks later saying because it was their fault they would speak to vodafone and add it to my contract. they told me to call vodafone and confirm on that monday. When i spoke to vodafone they had NO CLUE what i was on about and told me to speak to carphone warehouse. the sales guy told me to 'trust him' and that it was all sorted and when i demanded for written proof this time he sarcastically agreed and hung up on me. Vodafone still have no clue what is going on. i've literally been going round in circles and i really do not recommend carphone warehouse to anyone. they are completely useless”

Helpful Report

Posted 9 years ago

“So, i went to cwmbran store for the ipad air 2 in space grey on pay monthly, we went through credit checks etc and he was ready to place my order for him to then tell me that the colour i wanted was out or stock.. Couldnt he tell me at the beginning? So i chose another colour and i paid £30 upfront to reduce my pay montly costs, after everything was sorted he told me that i have to have it delivered and its free next working day delivery, i ordered this on wednesday.. Its now saturday. Not happy”

Helpful Report

Posted 9 years ago

“will not fix my asus tablet phone asus phone asus no good”

Helpful Report

Posted 9 years ago

“This company calls me nonstop because my contract with another company is due to end. I hate marketing calls so will not consider them in my choice.”

Helpful Report

Posted 9 years ago

“Worst service I have ever recieved, really don't go near them with a barge pole. Have an opperation comming up missed my scan because the phone does not work and they really don't care and won't change the phone or any sort of replacement even though the faults started after two weeks of me having this new Samsung phone.”

Helpful Report

Posted 9 years ago

“Went into Carphone warehouse for a straight upgrade from a 5C to a 6S with EE. Took about 2 hours as there was a difficulty with my number which I have had for 5 years. They assured myself and my mother, that it was all set up and I could pick it up the following week. They also assured me my 5C would work until I picked up my new phone. It was cut off for 3 days prior to receiving my new phone and when I went in to pick up the 6S they said they should of mentioned my new sim could of been put into my old phone in the meantime-for someone who is so un-technology, which I stated multiple times, this was a tad annoying. I live 30 miles from the shop so they again assured my service would appear within 1-24 hours but can sometimes be slower on weekends. So I waited 48 hours and knew something was wrong. We phoned up Carphone customer services and they advised my new sim had been processed 4 days ago so should be working fine so obviously it was a sim fault and said to go up to Carphone warehouse and get a new sim. So we drove 30 miles again. Waited in the que for them to say actually you need to go across to EE for that as it there's problem. So pretty much passing the buck. Irritated, we went across to EE and again, they gave us a new sim and said wait up to 24 hours. So again we waited and nothing. So we have phoned up again!!! And they said actually a week ago when it came up a difficulty with my number, someone deleted it!!! Beyond annoyed by the whole situation. Been 5 days without a phone, paying £50 a month which I haven't used at all yet. Wouldn't go back to Carphone warehouse, too much of 3rd party interference. No ones apologised for the inconvenience. I use my phone for my job, one being a nurse so it is vitality important for myself to carry a phone. Not impressed”

Helpful Report

Posted 9 years ago

“Went to Carphone Warehouse and asked for a 30-day rolling contract. I also wanted to buy a new phone to put it in as my old phone (also on a 30-day contract) was far too old and basic...I would then cancel my contract and start afresh with this new one. However, I was given a 24 month contract, despite clearly stating I didn't want to be tied in to one and only wanted a 30-day rolling contract. I called up Carphone Warehouse who said that my contract was indeed for 24 months and I could change it at any store. After going to my local store and being told I had to go back to the store I originally went to, I was asked to wait half-hour before I could see the manager. When I eventually saw him, he said it would be fine and started to cancel the contract. Suddenly, he and 2 other members of staff had a "chat" in the back-room (I could see this from where I was sat) and all of a sudden, the transaction was "declined" on the computer. This would mean I could not buy a new 30-day contract with them as I was not (as one of the female staff said) "TRUSTWORTHY"!! She then started to argue the odds that I keep my old contract and just buy a new phone...by which time I said it was none of her business why I want to purchase a new sim and number. It was then made obvious after getting a refund that I would not be sold a new sim and the 2 female staff walked off. I will never ever spend another penny in this "INDEPENDENT" mobile phone store again. ABSOLUTELY SHOCKING MANNERS AND SERVICE.”

Helpful Report

Posted 9 years ago

“My mum bought a micro SD card for my phone but when i brought home it said it was damaged so i brought it to carphone warehouse but the guy i spoke to was no help at all !!!!!!!! he said that it was fine so we brought it home again but it still wasn't working at all so i took it into an other carphone warehouse in Lisburn and got a new sim card (but still had lost all my pictures on the other one i had) when i brought the new one home it worked fine for a week and now i have lost all my pictures again and I'm now really angry with carphone warehouse and really just fed up with them!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

“Rang the shop, left me hanging on never answered never said that there was a long queue, I spent £11 on phone calls over two hour period Poor service”

Helpful Report

Posted 9 years ago

“I cancelled a pay as you go phone with CPW and one month later still waiting for refund. I have phoned 6 times and sent 4 emails and put in a complaint. They say the cheque takes 14 days to arrive. Who sends cheques any more. ? Will never do business with them again and customer service is woeful.”

Helpful Report

Posted 9 years ago

“Terrible customer service in the complaints department. They do not deal with your query properly and if you email them a different person emails you each time and you have to repeat yourself over and over and STILL don't get anywhere. I have reported the company to trading standards. Also they believe they do not have to give you their name when you call them.”

Helpful Report

Posted 9 years ago

“Omg pressure selling or what all I wanted was a cheap pay as you go phone first it's pressure selling a contract Simm then it's pressure selling insurance I was absolutely sick of this type of selling I walked out please don't go there unless you want the pressure selling”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews