Carphone Warehouse Reviews

Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.56

1.6 Rating 1,638 Reviews

13 %

of reviewers recommend Carphone Warehouse

1.6

Based on 1,638 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

Write Your review

Tell us how Carphone Warehouse made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Carphone Warehouse 1 star review on 14th June 2025

Francisolivia771 At Gmail.com Help Me Recover My Lost Cryptocurrency From A Scam

Carphone Warehouse 1 star review on 14th March 2025

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

“I visited the Carphone warehouse in Surbiton on Saturday 29th October 2018. Having just come back from abroad, where had my phone stolen, I visited the store to get a replacement. I had previously been on a monthly-sim deal with EE but could not afford to purchase a new phone outright. The experience started off well besides a long wait, when I was served by the store manager who informed who went straight into sales mode, he reassured me of the Huawei P20 and P20pro and their specs, which are the phones I wanted to go for. The deal he told me of was much better than the ones being offered by EE so I was pleased. EE had waived the upfront cost, but the manager said Carphone Warehouse could not do , but I was not bothered as it was a good deal. When I had managed to get my account unblocked from EE their system apparently crashed, when they managed to get my details up the offer was no longer available to me. The monthly cost had risen, the upfront cost had risen, and the data allowance had gone down. He informed me then that he only had 2 phones of the p20 pro left in stock, in black and purple. We joked about me not wanting a purple phone. He sold me the phone again and said now that he could waive the upfront cost (??) or he would throw in a clear plastic phone case for the deal. I decided it was like the deal offered by EE and I decided t have the upfront cost waived. At this point the time was already 18:10 and the they had closed the shutters, I really appreciated this as the clearly knew how desperate I was for a phone. He then proceeded to finish off the transactions and make me sign all the paper and then sold me the insurance package, after my terrible experience of having my phone stolen I went with it. Him and his colleague then went into the back to get my phone. Surprisingly I had to wait a further 15/20mins as they were in the bank, his colleague then came from the back and said the phone was coming and the manager was getting it out the safe. I joked it must be a secure safe, when I was told it is on a timer and they must wait a certain amount of time to enter. This surprised me as the customer they had served before, the customer assistant got the phone in 2 minutes from the back. I waited passionately, then I noticed his screen was visible to me with my details. It stated that the invoice could not be completed as there were 2 items of stock missing (presumably the 2 black P20pros). Anyway, eventually the manager emerged with a box and my new sim. I completed the last-minute things and thanked them and apologised for keeping them in the store after hours. I had phones from Carphone and EE before and normally they would unbox the phone and insert he sim for you then and there, but I appreciated they wanted to get home. When I got home I unboxed the phone and found a plastic case for the phone which made me laugh. I decided to forget it and inserted the sim and updated my new phone with the updates and the last backup from my stolen phone. The next day was when I recognised that the phone looked different, it was purple. I checked online to see if the black P20 should have such a dark purple back affect, which it is not. I then realised I had been provided the wrong phone. It hit me that I had been played for a fool really and conned thinking back about him saying he could not waive the upfront cost; there was no phone case in the box; the length of time it took them to get the phone from the safe; the screen saying two items were missing from stock and the phone box having not being opened in front of me. I will be contacting customer services and whoever to resolve this as I feel like it was like daylight robbery and that my experience of having my phone stolen was taken advantage of to get a sale. Furthermore, there have been similar complaints made about the same individuals and nothing has been done? https://www.google.co.uk/search?q=carphone+warehouse+surbiton&oq=carphone+warehouse+surbiton&aqs=chrome..69i57.5763j0j7&sourceid=chrome&ie=UTF-8#lrd=0x48760bb5ec45f703:0xedb6d0e7161dc4b5,1,,,”

Helpful Report

Posted 7 years ago

“Good price, helpful website and the collect from store worked really well.”

Helpful Report

Posted 7 years ago

“............Well rubbish service customers service sleeping. For security reasons Passport not enough to identify your edentity also need your bank card details and your pin to take £1 extra for this security identifications. Makes no sense. All for the money in the end just business strategies for multiply the money if they take £1 here there after....in the end of the day they can get fees from the bank. Easy money.”

Helpful Report

Posted 7 years ago

“A bunch of fraudsters that I'm starting to believe have been trained to lie. Trade-in value was promised 72 hours after they received the phone, it has now been over a month and STILL getting told '3 to 5 days' across 10 calls and 10 live chats chasing it up. I do not normally hold grudges but I will never, ever buy from this company again based on principle, regardless of how much cheaper their price is compared to their competitors.”

Helpful Report

Posted 7 years ago

“I bought an Note 9 and i have trade in my note 8 almost new condition. After 10 days still trying to know when i will get my money for my trade in. After phoning them and telling me that I have to wait 72 hours and again phoning them and have to wait more than 48 hours for another complain, just thinking that i lost my 550 pounds that I had to get for my phone. I will try to make a complain to trade and standard and will see what will happen. I will never use this company again and this company should be fined for how it is treating his clients and maybe they will treat the clients with more respect.”

Helpful Report

Posted 7 years ago

“Very poor service. New phone disappeared into couriers systems for over 1 week. Carphone warehouse unprepared to take ownership of the issue and did not provide updates. Spent in total over 3 hours on the phone with them attempting to resolve. Also, when I said that I wanted to raise a complaint I was not given any details on how to. You really do deal with them at your own risk....”

Helpful Report

Posted 7 years ago

“I have bought phone with them. As i cancelled my order my money is not been refunded as normal companoes does it!! I have to chase up my own money and then to be told o need my card to be refunded??? The hell??? Other companies just puts money there from where they takes it. So 10 days after cancellation money still is not with me!!!”

Helpful Report

Posted 7 years ago

“Dodgy company and staff taken Money out from my account staff taken card details for no reason money not refunded”

Helpful Report

Posted 7 years ago

“They tried to take £200 more than the online price of the phone out of my account, triggering fraud alerts. They had put the price up the day after. Cost me hours to sort it out with them and my bank. Obviously I cancelled that transaction. The bank had automatically cancelled the following 3 transactions they attempted to get the money out of my account. Just glad the bank's fraud detection picked it up. Where would I have been if they'd got the money... trying to get it back. So they won't let me have the phone for the price I ordered it at. Customer services have lied to me and fobbed me off even though I have the order confirmation from them. It wasn't a pricing mistake, it's been that you price for over a week. Avoid like the plague is my advice.”

Helpful Report

Posted 7 years ago

“Quoted 120 to trade in my phone. Sent it off in the post, heard nothing for 2 weeks so had to ring up only to be fobbed off. I then received an email saying my phone had screen burn so would only receive 40. I begrudgingly agreed to the trade in, but one again heard nothing back. I repeatedly sent emails and used the live chat, only to be fobbed off once again. But then staggeringly my phone was sent back to me via royal mail. W T F is going on.”

Helpful Report

Posted 7 years ago

“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 7 years ago

“Quick delivery, quick processing.”

Helpful Report

Posted 7 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 7 years ago

“Excellent and extremely helpful service at the Reigate branch today. Made everything so easy for me so left the shop very happy indeed.”

Helpful Report

Posted 7 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 7 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 7 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 7 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 7 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 7 years ago

“Ordered phone,on the website it's say next day delivery.Shopassistant told me that I will get msg with confirmation.I was waiting 3 days.After try to ring them 3 times...nobody didn't pick up.So I went to shop (quite disappointing).But from other side happy with the phone and service.”

Helpful Report

Posted 7 years ago

Carphone Warehouse is rated 1.6 based on 1,638 reviews