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

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)

What's 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought a sim free iPhone 6s online. It turned out the devices you buy from carphone lock them selves to the first sim you put inside and cant use a non-UK sim with them. To me this is NOT a sim free phone”

Helpful Report

Posted 8 years ago

“Terriblr customer service.”

Helpful Report

Posted 8 years ago

“Rude staff and very slow at there job if you keep staff like that you will go out of business as people will go else where I am appulled at the service in every aspect I would never shop there ever again and I will be telling people never to go .i only shop where people know what they are doing they are kind and not rude I would spend my money else where .just can't get over the customer service I received”

Helpful Report

Posted 8 years ago

“Rude staff”

Helpful Report

Posted 8 years ago

“I was told by the manger of the oxford brand that I would get a good coverage for the phone that I purchased for my son in March ready to use for secondary school in September, we hadn't taken it out to check as he wasn't really bothered about having a phone, to then discover at the beginning of September that there is no (c/w)signal whatsoever in my area I fully appreciate that there is a14day returns policy but the complete lack of any help from anyone, anywhere throughout c/w has been unbelievable it appears to me they are quick enough to sell or should I say miss sell contacts but not in the least bit willing to assist once they have your money!”

Helpful Report

Posted 8 years ago

“I made an order for a new iPhone 7, after seeing it was in stock and they even advertised next day delivery, on a Saturday or Sunday! It was Friday evening, so I clicked for free Sunday delivery, made the order and received the 'initial order' e-mail......so far, so good. Saturday, I received the order 'dispatched' e-mail with tracking details.......even better! I was leaving for Aberdeen Sunday evening and would not be back for a few weeks, so I thought I was onto a winner, especially with a big company like Carphone Warehouse.....thats where I was wrong. The tracking details never changed on the Sunday.........no e-mails, no text tracking, in fact nothing. I left for Aberdeen with no phone. I emailed them explaining they may as well cancel the order as I wont be there to collect the phone and its no use me getting the phone 'after' the Sunday and to refund my money, they will have to contact the delivery people, as I wont be there! I gave them an option to have the phone delivered to the local shop and I would ask someone to collect it for me as long as I received a £50 voucher so I could purchase a case for the phone as suitable compensation..........I await their reply, yes, it is Sunday evening and I'm traveling to Aberdeen to attend a Birthday Party and guess what I was going to give them???? I will update this review in real time!!! Phone arrived Monday evening..........the delivery driver was asked to return the item. Received an e-mail stating it was a new service delivery and the first time they had offered a Sunday delivery..... not everyone in the company was told about it and thats why it wasn't delivered.......a communications company that doesn't communicate? Tuesday Evening.......they refused to refund me until they had the phone back in there warehouse, even though the Consumer Rights Act states that they hold responsibility until I have the the goods physically in my hands. This is holding MY money to ransom as I have no contract with the delivery people and the Consumer Rights Act also states 'THEY' are responsible for the delivery people. Wednesday Evening.........they have confirmed the phone is back in their warehouse and they have again refused to refund me! They have told me I will have the money credited to my Carphone Warehouse account......I don't have an account! I have replied informing them that after 12 o'clock, I will be charging them £10 a day interest/ for my time and patients in this matter for every 24 hours that pass that the money is not refunded into my bank account. Thursday Evening....E-mail saying they are sorry about the confusion (their confusion!!!) of the return, they will send a cheque once the warehouse has processed the return which can take 14 days or if I reply, they can make a bank payment that will take 3-5 working days.......They also go on about a cooling off period, their isn't a cooling off period!! I never received the goods within the contractural agreement and never had the item in my hands!! Why are these people stalling so much? I have charged them £10 on the total refund requested for my time..........and advised them they can complain about it at a small claims court (not forgetting, if they don't turn up, I will automatically win the case)......... Friday Evening......another e-mail apologising and stating the refund will be store credit or card, but I have to ring customer services to get it!!! Come on, use the bloody card it was ordered on!! Saturday.......well, it's my daughters 18th Birthday today and because they haven't refunded me, I couldn't afford to buy her an iPhone 7 from a different shop......well done Carphone Warehouse. Wednesday 12 Oct...........they still haven't got a clue and I still have no refund, one e-mail states I will get store credit, one says I have to ring for a refund. Do you ever feel like your money is being held for ransom and this is all their fault, they never delivered on time!! I have penned a letter to their CEO and trading standards. Companies should not be allowed to hold customers money for ransom because they can't get their sh@ in one sock! Update!!! The money is back in my account!!! I will never use you again!!”

Helpful Report

Posted 8 years ago

“I have upgrade my phone and been told will be ready on the 3rd of October after paying nearly £500 and nearly one month waiting reseivd a tax massage on the 7th of October saying the phone may due on 21st of October, after trying there help line with out joy went back to the store which was is churchill square brighton after a lono wait explain the situation to a sales person and had a immediate respond they can't do anything and I have to wait till the phone arrive to the store whenever that can be , at that time I have ask for cancellation and refund my money, than been told I have signed the contract and I don't have any options. My store visit was the worst experience, been laughed at, intimated, as if I was idiot, whoever that made me more determined to get a right answer and try the help line for 3 nights finally after 20 min waiting talk to a person explain the situation and been told that the people in the store were talking rubbish I have to go back there again and get my refund. WHAT AN EXPERIENCED NEVER AGAIN DEAL WITH THIS COMPANY”

Helpful Report

Posted 8 years ago

“Terrible service from start to finish..conned into having two contracts one of whicg was meant to be cancelled as part of the upgrade. Despite staff admitted mistake carphone warehouse put blame onto me.. never again..wouldnt recommend going to any carphone warehouse store ever. Iv stronger words but wouldnt let myself down.”

Helpful Report

Posted 8 years ago

“Not even worth 1 star. Happy to take your money and promise you a delivery date for your phone and keep charging you but you never get the phone.”

Helpful Report

Posted 8 years ago

“I received excellent service when I was spending money. Now that the product I bought needs a repair, well let's just say the service is a little different. Nobody calls or gets in touch when they say they will ,- apparently they can't call out from the help centre! The call charges to speak or rather wait on hold, are phenomenal. All round bad, bad, bad. Totally unimpressed.”

Helpful Report

Posted 8 years ago

“I used my mobile phone upgrade at Carphone Warehouse, I ordered a phone which was meant to cost £60, they sent the wrong model which was completely different and only costs £1.50 on their website. They failed to deal with this over the phone, saying that there was nothing that could be done, they also failed to deal with it in store as they said it was not a store issue. I sent 3 emails over a 30 day period and had no reply, I only received a reply when I publicly shamed them on their facebook page, I was simply offered a refund for the phone that I received (I only paid £5 of the handset cost, the rest of the cost was covered by my upgrade package) and stated that my upgrade will still have been used and nothing could be done about that. I finally stated the sale of goods act and threatened to report them to trading standards and OFCOM and was finally offered £49.99 credit, which enabled me to purchase the original handset I had ordered. Bear in mind I purchased the phone on the 7th of July, this is now the 7th of October. The issue was never really fully resolved and the final agreement was a compromise in order to prevent me from taking the issue to trading standards. I made several trips to the store, spent a long time on the phone and many hours writing emails and communicating via social media to get this fixed, I'd have been as well cutting my loses from the start and would have done so had I known how much effort would be required on my end to fix their mistake.”

Helpful Report

Posted 8 years ago

“I have been given an iphoneSE on the basis of that I am able to return it within 14 days if I change my mind. When gone to return it I have been informed I am unable to. Disgusted by the service received. Unhelpful and rude staff”

Helpful Report

Posted 8 years ago

“Bought samsung s7 edge phone on the 17/9/16 on Vodafone pay monthly contract and was told phone would be connected within 24 hours. 4 days later no service so call to carphone warehouse who advised system issue so I called Vodafone seems the person in store had placed order as a new account instead of using my current account with Vodafone as such Vodafone rejected order as there systems thought it was fraud and a black mark placed on my credit file because of this. Check promised by carphone warehouse to cover first months rental as apology for issues and multiple conversations via phone and email and 3 weeks later still no check. Best of it all staff I have spoken to have advised check has been posted to me but will take 28 days to arrive ?? Really I think not how are they sending this via a snail. Called today the 6/10/16 and was told check was issued on the 22/9/16 but then canceled on the 3/10/16 and reissued so why after this date where staff still telling me it had been posted on the 22/9/16. They can not even follow simple requests either multiple emails and calls I have said to call me around 14:30 to discuss issues when I am on my dinner at work so they ring every other time but the requested time and then even when calling in they can not get your address or post code right after telling them 5 times they still got it wrong and when they ask to place you on hold and you say no like I did they place you on hold anyway and as for notes on your account with them forget it I qoute from there complaints line "we have no legal responsabilty to leave notes on your account however are calls are recorded so don't worry" really ?? Joke of a company who tell you anything to get sale but then after sale service if anything goes wrong is terrible honestly over 9 calls in week to call centre and not once spoken to someone who speaks good English or can help and every single person will tell you different information and say previous advisors have made mistakes. Complete headache and not worth it avoid unless u have weeks free to sort there mess out.”

Helpful Report

Posted 8 years ago

“Shockingly rude staff, they made an error in my order & treated me as if I was totally stupid & at fault. No apology from them just total rudeness, it was just all too much trouble for them.”

Helpful Report

Posted 8 years ago

“Everything! This staff are rude and unfriendly. I was going in to ask whether i could possibly get my iPhone 5c fixed, which has been broken for months and its only a year old. I sat waiting there for around half an hour where they just ignored me and carried on doing nothing. Finally when someone asked what i needed i told them the whole story. After him asking lots of questions, he just said "come back and buy a new one". I thought this was very rude and I will not be buying from them again.”

Helpful Report

Posted 8 years ago

“I traded in my iphone6 for the iPhone 7 of which I received a £200 trade in for my old phone I was like yes this seems to good to be true and it was not only has my phone not been delivered on time I haven't received my trade in money so I am now phone less £200 out of pocket and now have two contracts active!!! Staff are rude impolite and extremely pushy for sales tried to contact the store to ask where my phone is and my money and surprise surprise they don't answer the phones free contuinsly calling the store for 3Hours with no succes I tried the call centre number which is clearly run by a bunch of monkey they are unable to help apart from track a order or to sell you more products when you say you want to complain they explain sorry we can't deal with complaint you need to do this by email only!!! I will never be a returning customer nor I will ever use such a poorly run and crap company again!!”

Helpful Report

Posted 8 years ago

“Just found out today that I've signed up to a 24 month contract with carphone warehouse while in was at work plastering a ceiling contact ee and they tell me to contact carphone Guys name was Stuart that done the phantom contract so he could get commission on the sale well if I don't get satisfaction tomorrow the police will be getting involved”

Helpful Report

Posted 8 years ago

“FROME STORE..! I upgraded to the Samsung S7 edge which I did not get on with so after 2 days I took the phone back and was told I would have to hand my mobile phone in and wait 3 working days so that the contact would be ended and I could get an iPhone. After the 3 days had passed I didn't hear anything from them and went back into store to get my new mobile phone. They then said that they were waiting for confirmation from 02 that they had received the phone. Another week went by and still no contact from the staff at carphone Warehouse and yet again I went back to the store after numerous unanswered calls made to them. 5 months have now passed and this problem has yet to be sorted. I am still being charged the monthly direct debit for a mobile phone that I do not have and and a contract that I do not what. The staff and manager said that they have tried to make contact with myself but unable to get through. This is find completely unbelievable as they have 3 contact numbers to contact me on. Due to no communication from them I have had to make hundreds of unanswered calls to the store and when I finally get through they fob me off saying thay are still waiting to hear from their head office. I'm sure they would of heard from them especially after 5 months...!!!! I have also made serveal calls to 02 to try and hurry this along as carphone Warehouse staff and the manager kept telling us it was there mistake. O2 advised us that the phone I returned is currently being used in Birmingham with a giff gaff SIM card and they have not received the phone nor have they ever heard from the carphone Warehouse in frome..! Alarm bells began to ring. Inform the manager of the store of this and yet we get more lies and being spoken to in an unprofessional manner with attitude. I have had no other option but to contact trading standards and citizen advice and ask for their help on this matter. This has been ongoing for the last 5 months and has caused unbearable amount of stress and anxiety. After being told today they need an email from 02 which we rang up got and gave to them, they then said we need to give them a copy of my bank statements to prove that I have been paying it in order to get a full refund. When I went to the bank and took it back to the store the manager had conveniently gone home for the day and I would have to wait until tomorrow for him to contact their head office. AGAIN being fobbed off once again. I have advised the store that I am now seeking advice from trading standards and making a complaint and a request for compensation. I just wonder how long it will take them to sort it now knowing trading standards are backing my case and supporting my claim for compensation.”

Helpful Report

Posted 8 years ago

“Carphone Warehouse/Currys-PC World... Alban Park, Warrington... I went into this store with my stepfather to upgrade my phone to Samsung 7 Edge... I brought with me my old phone as I was trading this in... On speaking to a member of staff called Daniel,I was informed it would cost me £15 to transfer my data from my old phone to my new... As I didn't want to lose my personal data I agreed to the fee... After what I thought was a really good and helpful transaction, I realised after reading my invoice Daniel had dishonestly and very sneakily signed me up to their Geek Squad insurance plan... What he dishonesty told me I was paying £15 pound for wasn't to transfer my data to my new phone,but was actually the first payment for their Geek Squad insurance... At no time was it made clear I was being signed up to this insurance,nor was the insurance even explained to me... To make matters worse my stepfather was getting the contract out for me in his name and through his account, however Daniel got me to sign all documentsorts relating to their Geek Squad insurance... including the direct debit guarantee,all the while making me believe I was signing trade in documents relating to my old phone... This type of behavior is illegal and should be dealt with as such... My stepfather has contacted Geek Squad who have agreed to refund the first payment and cancel the policy,however I have still not received the promised email detailing they have done this... Anyone planning on getting a contract from Carphone Warehouse should be vigilant, and make sure to check you are not being duped into signing for something you don't want... I believed businesses were passed such underhanded techniques to steal money from honest customers, I guess Carphone Warehouse never got that memo... BUYER BEWARE...”

Helpful Report

Posted 8 years ago

“Appalling customer service at Kingston Park, Newcastle store. Manager, Craig/Gregg was confrontational and intimidating. After purchasing 4 x consecutive contracts with DPW this will be my last. No attempt whatsoever to retain customer satisfaction. After service abysmal.”

Helpful Report

Posted 8 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews