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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“LONG RUNNING SAGA WITH CARPHONE WAREHOUSE TAKES YET ANOTHER TWIST AND TURN!! Further to my previous e mails,regarding the repair of my Samsung Galaxy S4, which has been ongoing since 30/12/15,when I left it for repair,approximately six weeks ago. Quite honestly,it has proved to be an extremely unpleasant experience,with a series of unbelievable,totally incompetent examples of atrocious customer service, with regard to the so-called "Repair Service." On 18/2/16, I received another text, informing me that my phone had been repaired AGAIN, and was available for collection. .On entering the store in Darlington my hopes were somewhat raised when I noticed the presence of Adam,who on all previous occasions has proved to be an absolute credit to the company, and, he, himself, in my honest view, is fully worthy of a 5 star rating. However,based on my previous experiences,he has had the unpleasant task,of working diligently, on my behalf, in an effort to correct the totally incompetent errors made by others who are not visible in the store. In fact, this,unfortunately, was to prove the case YET AGAIN!!!!!!!!!!!!!!!!!!!! As i waited for the apparently simple task of collecting a repaired phone, my initial trepidation began to be confirmed, as Adam disappeared into the back room for quite a considerable time, only to state that the wrong phone had been sent YET AGAIN !!!!!!!!!!!!! ABSOLUTELY UNBELIEVABLE !!!!!!!!!!!!!! How do some people manage to get jobs and keep them !!!!!!!!!!!!!!!!!! ?????? By now, my considerable patience was finally exhausted,and I calmly recorded a formal complaint and also stated I would immediately e mail the chairman of CPW directly to voice my grave concerns. Adam,again went on the phone,for a considerable time and finally, for, whatever the reason,someone in CPW decided to use a little bit of common sense, and i was offered a " truly new" Samsung Galaxy S5 neo,as well as a S5 Essentials Pack, which I decided to accept, though I would have preferred to have had my original S4 Galaxy repaired correctly. Throughout this extremely, prolonged,unpleasant experience, I have consistently complimented the staff in the Darlington store on their overall customer service, in particular Adam. However,one member of staff certainly did not impress me ,when I politely asked her where Adam has disappeared to, only for her to reply in an extremely abrupt manner, then to instantly , rudely turn her back towards me ! In conclusion, I have become aware of not believing the vast majority of what CPW say, but I feel relieved that this extremely unpleasant experience will not be repeated, as CPW has totally lost me, as an ex loyal customer.”

Helpful Report

Posted 9 years ago

“I upgraded my phone last week. Ut my number hadn't conected. Rang the main department to complain. Couldn't understand the woman she wasn't answering my questions. I took my phone back to the shop they exchanged it. Just had a email to say I'm getting a phone delivered. What do I do now? Will I be charged for other phone? I see as their cock up not mine. Angry customer”

Helpful Report

Posted 9 years ago

“I have the pleasure to announce my satisfaction and to say big thank you to staff at Beckenham BR3 High Street Carphone warehouse shop. My problem with the sim of newly bought J5 samsung mobile was dealt with courtesy and fixed while I waited. Many thanks. Mrs FY (and Dr SY)”

Helpful Report

Posted 9 years ago

“This is more to do with ID mobile network, had 8 phones taken out fraudulently in my name, 2 each with id mobile, Ee, Vodafone and O2. While the Ee, Vodafone and o2 were sorted immediately, 6 months later the id mobile ones are still refusing to close the accounts and remove from my credit score, saying I owe over £18000, yes £18k. Despite them never sending me a single letter. Customer service is shocking. I phone and explained to a girl called Jodie, she informed me the don't have a fraud department and then had the cheek to try to sell me a phone.”

Helpful Report

Posted 9 years ago

“Francis at the Golden Square shop told me that they were a 'phone shop' and did not sell tablets even though I was stood in front of shelving that had tablets on. I showed him my receipt for my Samsung Galaxy tablet purchased from that very store and he said 'ah, it was a few years ago'. He said he didn't know how to help me and didn't even hear my problem fully. He just couldn't be bothered. I walked out of the store. I do not wish him or carphone warehouse well.”

Helpful Report

Posted 9 years ago

“Appalling customer service Got my address wrong Tried several times to correct it, spoke to rude incompetent people Rubbish!”

Helpful Report

Posted 9 years ago

“Re: Correction to obvious error on my review of 15 February 2016 I have nothing to add to my previous review,other than to correct an obvious error.On my review,the rating was inadvertently recorded as 5 stars instead of the correct 1STAR, an obvious and unfortunate error, on my part.”

Helpful Report

Posted 9 years ago

“went in today to purchase the Samsung galaxy s6 edge plus in silver. there display phone was a silver chrome colour (almost mirror effect). took our the deal with Vodafone. got home and the phone is a slight silvery blue colour. I went back to the shop and said this wasn't the silver colour I wanted. the sales advisor told me this is the only solver colour they do and the display phones arnt exact colours. I asked if I could swap the phone for the standard s6 edge in the chrome silver. I was rudely told know that vodafone don't do the 14 day exchange policy. I went into vodafone next door to be told they do. but that carphone warehouse don't accept vodafones 14 day return policy. they only do it for of so now I am stuck with a phone I don't want in the wrong g colour for 24 months. will be going back to the store tomorrow to speak to a manager as there falsely advertising a silver chrome phone but handing out blue ones”

Helpful Report

Posted 9 years ago

“Stay well away from Carphone Warehouse! MY problems commenced when I returned my Samsung S4 Galaxy for repair for a charging problem, under the two year warranty. When I left my phone on 30/12/15,I was informed that the repair could take up to four weeks. During this period, I attempted to track the progress of my repair, which is advertised on Carphone Warehouse's web site but this proved to be a complete waste of time. I was informed that I would receive a text when my phone was ready for collection. After waiting the stated four weeks, I re-visited the store to ascertain what progress had been made on my repair. I was then informed that I would receive a "new" phone,which I was really pleased to accept. I subsequently requested that the phone was set up in the store and everything appeared satisfactory. However,approximately,two hours later, the phone screen went completely blank. It was then, that serious doubts appeared, regarding the sincerity of this offer of a "new" phone, as I then was of the opinion that this phone was obviously not "new", as was stated.I also was of the opinion,that I had been misled as i had, in fact, been supplied with a used phone,which was in totally inferior condition to the one I had left for repair. On returning to the store, the same day,I was told my repair would take a further two weeks,subsequently I received a text saying my phone was ready.On arrival at the store,I was told I would be receiving a replacement phone.However,after waiting a considerable time,I was informed that I could not collect the phone because they had sent the wrong one. Absolute total incompetence!!!!! The repair service...or should i say lack of service is obviously not fit for service and appears to be designed at driving away once loyal customers of Carphone Warehouse! The 3 phones, I currently own, 2 on contract and 1 on pay as you go,all purchased from Carphone Warehouse,will certainly be the last ones I purchase from this company.This is extremely unfortunate,as I have always been impressed with the overall customer service I have received in the store in Darlington.”

Helpful Report

Posted 9 years ago

“Awful company who have not real interest in trying to help sort out problems. I wish I had known because i would never have used them.”

Helpful Report

Posted 9 years ago

“Bought a basic cheap Pay as you Go phone recently as am an older person and use it rarely - shop was full of people spending a lot of money BUT the assistant couldn't have been more helpful or given me more time in talking me through all the simple bits most people would automatically know or work out for themselves. Was I impressed ! - and relieved he was so patient without making me look or feel stupid. That chap deserves a medal. Penny, Oxford.”

Helpful Report

Posted 9 years ago

“I have been into Carephone Warehouse in Coventry, Lower Precint and spoke with Alexandra, a very nice girl with curly hair and great personality. She is really nice and told me everything I need to know”

Helpful Report

Posted 9 years ago

“What a bunch of clowns! Will be reporting to trading standards as 7 days my phone was being delivered to the store the next day, but it's "disappeared" and none of the customer service or store staff have any idea where it is or who to speak to. Iv asked for a manager several times and they are "not in at the moment" Everytime. Even worse when i have asked for a refund they put the phone down on me!! Stay away from the Carphone warehouse.”

Helpful Report

Posted 9 years ago

“In the past the carphone warehouse trimmed my sim card to fit a new phone. Today I went in the member of staff I spoke to was unfriendly and unhelpful. At first i was told they do not trim sims. I asked are sure? The man changed his mind and said it will cost 4.99. The last time I did not need to pay anything. I asked again are you sure? This time I was told 'i have worked here for 10 years. We always charge'. I replied sharing my past experience. To this he changed his mind again. 'Its free for customers'. I told him I was and I purchased the phone a few weeks back. He then asked for my details. I gave them and he searched the computer system. He then cut the sim and said you should have been charged last time. A very frustrating experience with a rude and unhelpful memeber of staff. Customer aftercare lacking. Would not recommend shop to a friend and would definately not return to that store.”

Helpful Report

Posted 9 years ago

“Overcharged me by £100 and don't respond to complaints as per their procedure, absolute disgrace really”

Helpful Report

Posted 9 years ago

“Maybe this isn't the right place to complain but all my calls & emails (not even an Automated Response to emails) have fell on deaf ears, so I'm a very frustrated customer. My online order was cancelled due to product "out of stock" (15th Dec 2015) a refund of £299.99 was to be paid to my credit card within 14 days. 3 times I've had this conversation (3 x 14 = 6 wks) & still NO REFUND, I was even promised a miserly £15 for poor service (yes you do admit that). Now several emails, 3 false promises & an unmeasurable amount of dissatisfaction later I am still hitting "brick walls". Never again will I use Carphone Warehouse to purchase a Handset, thank goodness It's not a 24 month contract!!”

Helpful Report

Posted 9 years ago

“Carphone warehouse is were I've been buying my phones from for a year. The best thing about them is that the prices are amazingly cheap compared to other places or buying straight from a network. Some times you can pick up a cheap smartphone for only around 99p-£10!! A great ship for all your mobile needs.”

Helpful Report

Posted 9 years ago

“Very happy with the phone I purchased however my experience with Carphone Warehouse has been appalling. Initial purchase is all well and good but the minute you run into problems is when you're going to really regret buying from Carphone Warehouse. Pray you never have to call their customer service helpline - worst "customer service" I have ever experienced. Company will avoid admitting mistake as well as any responsibility for fixing any issues that arise with your purchase. Paid £89.99 for the phone and an additional £20 for an EE sim with £20 credit on it. A good deal but oh boy did it end up costing me. Was sent a sim card with no credit on it. Called up EE to get the issue resolved and was told to contact Carphone Warehouse regarding the matter. Called up Carphone Warehouse and was told there was no record of me nor my purchase on the system so they couldnt help. This seems to be a recurring problem with Carphone Warehouse as another of my friends experienced the same situation - bought a phone from Carphone Warehouse, experienced some issues with the phone, called up for help and was told there was no record of him or his purchase on the system either and tried to avoid all responsibility of dealing with the problem. Anyway, after 3 hours on the phone with them repeatedly giving them my details, explaining that I had the phone in my hand along with the receipt, as well as being passed onto about 6 different people including multiple managers, they eventually found me on the system. Even so, they claimed still couldnt help. They guessed that the sim card they had sent out was faulty. I requested a £20 refund for the credit I had purchased to which I was refused on the grounds that the company doesnt give refunds for phone credit purchased. Fair enough. I asked what could be done. Could I be credited the £20 onto my sim or maybe get sent another sim with the £20 on it? Apparently not. So I've paid £20 for credit that I haven't recieved nor does it look like I will ever be receiving. After 5 hours on the phone with them they eventually told me to go in store and get it figured out there as there was "nothing they can do over the phone". The frustration is unreal. Not sure how this company gets away with providing the "customer service" it does. Terrible company, will never buy from them again.”

Helpful Report

Posted 9 years ago

“Don't buy from Them. Should never have joined the curry's group. When they were just cpw they were excellent. I'm glad I upgraded direct with Vodafone who were excellent”

Helpful Report

Posted 9 years ago

“Employees very very very rude!!! Employees in Dundee overgate store to be precise. Going to buy my contract from the actual retailer for a higher price now PURELY because they were that rude I would and I will never ever go back again. Will be informing all my family and friends not to step foot in the carphone warehouse again. Disgrace of customer service.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews