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

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

“Upgraded to a Galaxy S6 but was put on the wrong tarriff, to solve the issues I was then refunded and could then not upgrade again and was left phoneless!! Absolute nightmare. Stay well clear”

Helpful Report

Posted 9 years ago

“Bought a 'data only' sim from iD, for my iPad. Wasn't made aware of the likely charges, I had only bought a £7.50 pm rolling contract, to my surprise I had used the iPad away from home for about 3 hours and was charged £95!! Be aware!!”

Helpful Report

Posted 9 years ago

“I will never upgrade my phone through Carphone warehouse again. I thought it would be nice and easy to upgrade my phone online as it advertised how easy it was and next day delivery. I knew what phone and what package I wanted so despite having about 20 phone calls from various numbers all claiming to be from carphone warehouse I felt it would be more secure to order myself online as can't trust anyone on the phone these days. I opted for click and collect from my local branch as new full well i would be at work and not at home to collect and sign for the phone. So even though i had a confirmation on my phone to confirm click and collect, they decided to try and deliver to my home address where I obviously wasn't in.When I contcated Carphone warehouse I was palmed off by the branch,the online customer service number and even the delivery company dpd. Finally spoke to someone after over an hour of calls who said they would change the delivery addresss but i would now need to wait another 3days. To which I then received the confirmation email stating the delivery address had been changed....to my same home address!Still waiitng for someone to change it and actually get my phone! Joke!!!!!!!!!”

Helpful Report

Posted 9 years ago

“NEVER BUY A PHONE FROM CARPHONE WAREHOUSE AS THEY ARE JUST PLAYING AND CHEATING WITH THEIR CUSTOMERS MONEY..... I BOUGHT A SAMSUNG PHONE ON MONTHLY CONTRACT...PAID ALL AND THEN FINISHED MY CONTRACT AND NOW WHEN I CONTACT CARPHONE WAREHOUSE, IT SAYS THAT THEY CANNOT UNLOCK MY PHONE AND I WOULD HAVE TO CONTACT MY NETWORK SERVICE PROVIDER WHERE ON THE OTHER HAND O2 MY SERVICE PROVIDER SAYS I NEED TO GO TO THE PLACE WHERE I BOUGHT THE CONTRACT THAT IS CARPHONE WAREHOUSE HAS TO UNLOCK MY PHONE. NOW THAT I HAVE FULLY PAID MY CONTRACT AND MONEY FOR THE HANDSET AND AFTER ONE WHOLE YEAR I CANNOT UNLOCK MY PHONE BECAUSE THESE TWO COMPANIES HAVE GOT STUPID POLICY THAT ARE CONTRADICTORY AND THE ONE WHO HAS BEEN SUFFERING ARE THE CUSTOMER WHO BOUGHT THEIR PHONE FROM CARPHONE WAREHOUSE. CARPHONE WAREHOUSE TOLD ME THAT THEIR HANDSETS ARE COMPLETELY UNLOCKED WHEN THEY SELL IT, THEN HOW THE HELL IS MY HANDSET LOCKED AND NOW WHAT WILL I DO WITH THIS PHONE......SHALL I THROW IT AFTER PAYING A FORTUNE FOR IT THE WHOLE YEAR......THIS MATTER HAS TO BE TAKEN SERIOUSLY AS THESE COMPANIES ARE CHEATING THEIR CUSTOMERS WHO HAS BEEN PAYING MONEY HONESTLY.”

Helpful Report

Posted 9 years ago

Helpful Report

Posted 9 years ago

“Ordered a new iPhone / EE Contract online for collection in-store. Upon collection, however, the mobile number on the SIM card I'd been given was different to the one listed on my contract and payment invoice. Carphone Warehouse can't even set up a simple contract or bother to check they've sent the correct SIM Card with the phone. Customer Service didn't help either, don't bother with them!”

Helpful Report

Posted 9 years ago

“The most appalling and frustrating customer experience I have ever experienced! My daughters dropped her 2 month old phone and smashed the screen. I forked out £80 to have it repaired and less than 4 weeks later the glass cracked. Clearly cheap glass used and now they have advised that despite their own staff agreeing that this was a screen defect that I will have to pay another £80. Not negotiable, end of. They held onto the phone for over 30 days after this despite saying it had been returned to the shop and it took 2 visits to store, 1 email and 1 phone call just to get the phone back. To add insult to injury I also took out a SIM only their ID network and they can't even sort out amending direct debit details despite multiple calls and promises of a fix in 2-3 days. Was sent into store by the support team and they just asked me to call the support team as they couldn't do anything. Still not sorted my DD details almost 4 weeks on and now they have blocked my phone from making calls (cant even ring them!!) for none payment......It's not like I am avoiding paying, I've tried numerous times. I would be keen to know if anyone else has had repair issues and been led down the garden path by their so called CEO complaints handling team.”

Helpful Report

Posted 9 years ago

“Don't use the online upgrade service as it's pointless, ordered my upgrade as an existing carphone warehouse customer i thought this would be the eases option as i had already decided which package i was going for and that they must already have all my details they needed from my last upgrade, when i checked in the evening i had no email to confirm just count less phone calls from customer service. I rang them in the morning to tell them i had no info about my order I got told a load of rubbish that my order hadn't gone through because so many people order online that sometimes the orders get lost! I felt that the real reason was that they wanted to speak to me just to try and flog me extras and get more money out of me. I just wanted a quick and easy upgrade if i had wanted any advice i would have contacted someone on my own accord i felt like i was dealing with cold callers try to sell to me rather than a valued existing customer. I won't be upgrading with them next time unless online order is sorted! DON'T USE ONLINE UPGRADE IT'S A POINTLESS SERVICE AND JUST A MASSIVE WASTE OF TIME!!!”

Helpful Report

Posted 9 years ago

“I went to return a Nokia phone I purchased online. I called and made sure I could return it. The lady in the Bolton store had the worst attitude, she was rude and very unhelpful.”

Helpful Report

Posted 9 years ago

“Carphone Warehouse sent me someone elses bill and sent someone mine which included my address, phone number and bank details and I was told someone would "call me back" two weeks later, I recieve a call, I said: Please call me back in one hour. The next day: still no call back - I'll probably have to wait another two weeks!!”

Helpful Report

Posted 9 years ago

“Possibly the worst customer service I have ever experienced. I ordered a pay as you go phone, received a confirmation email and then nothing... When I enquired about the status of my order a day later, I was told the order had not been accepted. No reason as given why the ordered wasn't accepted, given the debit card details were correct and there were more than enough funds available, or why I did not receive notification from Car Phone Warehouse that there was a problem. Second time lucky. However, I purchased a £20 top up. Apparently this is not active straight away, which is what I was advised when I asked why I had no credit!! I was then told it can take 48 hours and these details were provided at the time of purchase (they were not). After 48 hours and nothing I chased again and told I was would receive an email once the credit is active. 4 days later, still nothing and this time I'm told I have to call Vodafone who need to activate it... So Car Phone Warehouse might be cheap, but you get what you pay for in this life, and basically here you pay less and given terrible service. My advise, avoid!!!”

Helpful Report

Posted 9 years ago

“I received very bad service when I went to return my phone. The staff in the shop were very rude and very obnoxious. I'm not sure whether they understand what customer service is. A particular guy call Ahhmer was extremely rude and to be honest I don't think Carphone Warehouse or anywhere that would like to deliver excellent customer service should have someone like him working for them. I wanted advice on how to return my phone and Ahhmer told me to be quiet so he could hurry up and get me out of the way. He wasn't interested in helping me with any queries and didn't seem to care whether the store kept my services or not - you do not speak to customers like that under any circumstances.”

Helpful Report

Posted 9 years ago

“Ordered a charger for my iPhone using the click and collect service, they said it would be 1-2 working days to arrive, on the 5th day I rang head office and they couldn't understand where it had gone! I quickly had my money back as if gone all week with a dead phone! Ridiculous! Do not use click and collect, shop elsewhere!!!!!”

Helpful Report

Posted 9 years ago

“I gave my phone in for repair and I waited 5 days even though they said it would take 1 or 2 days then they sent me a text message saying that I think would take 2 weeks after I said I wanted it back it was even more broken now the sound doesn't even work”

Helpful Report

Posted 9 years ago

“Local store took 5 days ( 3 working days) to send my phone to the repair centre in Wednesbury, the repair centre have had my phone 6 days and it's still having the diagnostics done, the store told me that I would get my phone back in 7 days possibly but a maximum to the 29.07.2015 so far I have waited 13 days with no phone tomorrow is the 29.07.2015 yet the store have no clue what is happening with my phone talk about poor service!!!!!”

Helpful Report

Posted 9 years ago

“i bought a phone from carphone warehouse with their network of id mobile. i returned the phone the following day because network is rubbish. but to my surprised, a week after, they took money from my account and i've been chasing them for two months now to return my money and they don't have a plan to return my money. i escalated the case to ombudsman and told them what i did and they had just mocked me. i am sharing this lesson to everybody who is thinking of going to carphone or id mobile, please,DON'T,DON'T,DON'T before it's too late because you'll be sorry.”

Helpful Report

Posted 9 years ago

“They promised that the Sony phone would work well in the USA . When I got there - it did'nt. Upon my return to UK they refused to cancel the contract or supply another make of phone because I was outside the 14 day rule. I could not have known about this problem without going there - but no-one at carphone will listen. I am stuck with a semi-useless phone for 24 months. Not a way to treat your worst enemy!”

Helpful Report

Posted 9 years ago

“Went to Carphone Warehouse, in Westfield, Stratford City around 9pm on 24th July. Was dealt by an assisant who have no interest in customer service and provided no help watsoever, so that he can go back to his colleague by the entrance where both were enjoying a really nice conversation. It seemed like I Disturbed them by asking for help to make a choice to buy a phone from them. I am really disapointed and shocked how the two guys who were standing by the entrance had no interest to help their customers. The guys who eventaully came over to the pay as you go section, his attitude and lack of interest makes me disbelieve that they have no pay as you go sim in the store and instead the asisstant offered me to buy sim free phone as the only option and walked off.”

Helpful Report

Posted 9 years ago

“Lost me well over £100. And then offers a good will guesture of £23. There customer service come across cocky and arrogant! Warning not to use this company use your contract povided.”

Helpful Report

Posted 9 years ago

“Ordered an iPhone 5S on line as an upgrade for my daughter and tried to cancel the order 5 minutes later (see distance selling regulations) because my daughter informed me I had ordered her the wrong one, it should have been an iphone 6. I was unable to cancel the order on line and had to speak to the customer service team. They informed me that because I had just placed the order they couldn’t cancel it because it wasn’t yet showing on the system and I would have to call back in the morning. Next day I got the same story when I was eventually able to speak to someone after 3 calls. In the meantime, Car Phone Warehouse had instructed T-Mobile that EE was taking the upgrade contract and T-mobile cut off my daughter’s mobile connection. Another call to CPW resulted in them telling me there was nothing they could do because it was T-Mobile who had suspended the service, and “Oh by the way your phone has been dispatched” despite cancelling the order! T-Mobile said they couldn’t do anything because CPW had issued the takeover process even though I had cancelled the order. Furthermore, because they had not cancelled the order before the phone was despatched, they couldn’t reverse the upgrade process until the courier had returned the unwanted phone to them, consequently my daughter’s line couldn’t be reconnected by T-Mobile on the contract that we were still paying for. Numerous calls to CPW and EE have resulted in absolutely nothing happening other than an acknowledgement that CPW had received the phone back from the courier. In theory this should have allowed a new upgrade contract to be purchased and my daughter’s original line to be reconnected until an upgrade was purchased – but no, due to a “technical glitch” at the CPW end my daughter is still without a mobile connection and we are unable to purchase a new upgrade package because the system says we have just had one. Throughout all this I received numerous assurances from CPW that someone would call me back, but today was the first time that promise was kept and I was told the issue still hadn’t been resolved, it’s now been over a week since this customer service nightmare started. In short, I personally haven’t received a service that I can truly say I have ever been happy with from any of the main mobile operators, but the service provide by CWP borders on ineptitude or total administrative incompetence and makes the actual network providers customer service look good.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews