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 am completely shocked at the treatment received by a member of staff and the supervisor/manager as I tried to pay cash for a Samsung S5 neo at Plymouth's Drakes Circus store. First of all I was bought out a unsealed box and when I asked for a sealed one I was told that I would not be covered for a refund as the unsealed boxes are the 10% that are checked and it is ONLY these that are refundable ??? After I had insisted and the member of staff had bought out my request of a sealed unit I was then told that I could only buy items with a total of £150 cash (I was holding the money) and that I would have to make a deposit to my bank if I were to make the purchase of £300 ??? I had the previous day bought a Nexus 5x for £350 cash at the New George Street store and received a complete refund in CASH two hours later after coming to the conclusion with the staff it was in fact used previously as it had been set up and was most likely a returned product. I felt very angered and frustrated with the treatment I received by the Drakes Circus staff and it was clear that because I didn't want to take a unsealed unit this had obviously annoyed them and that it was this that had caused them to suddenly change the stores policy on returns and cash purchases. I have since tried to make a complaint with them through the correct channels and have had no luck, or any kind of compensation or apology even though they agreed I was unfairly treated and the manager had lied about paying in cash and the refunds on sealed units. The store was not very busy but I was made to look stupid and was embarrassed and will never return. I would advise to go elsewhere as in my experience the phones are not always new and even Samsung and Apple state not to take an unsealed unit which makes sense.”

Helpful Report

Posted 9 years ago

“DO NOT BUY ANYTHING FROM CAR PHONE WAREHOUSE!!!!!! Worst store ever!! I bought a Samsung Galaxy J5 from their Stirling store on 27/12/15. I found them very nice while I was buying the phone but after I left the store with my new phone I tried to assign a basic ringing tone, NOT some nonsense " wind in the trees" ringtone and couldn't find one so after 5mins of leaving the store I returned and spoke with someone called Kenny and found him arrogant and cheeky. He told me it would cost me £15 for them to help me. I explained I only needed a minute of his time. Again he told me it would cost me £15 so I told him I had just spent £185 in his store and was he telling me that now they had my money they couldn't care less unless I partted with more. He arrogantly replied "yes, that's exactly what I'm telling you" I told him I was gonna write a review about my experience to which he replied "good, thanks now. Have a nice day" If that's how that store trains their staff, what chance have you got?? I'm going to write to their head office but I'm really not expecting them to be any different. I'll NEVER go near that store again and I'd advise anyone else the same. I'm disgusted with their service.”

Helpful Report

Posted 9 years ago

“Would not give me my money back when I returned a phone charger thatI had bought the day before as it ddidn't work. I explained to the shop assistant that I had a right to a refund if the item was faulty but she said their policy states no refunds to be given. She would not listen and was adamant that I could not have my money back. How do they get away with this?”

Helpful Report

Posted 9 years ago

“OK here's what my situation is regarding carphone warehouse is and be warned if your goods malfunction as this is what I've experienced . I recently started a contract for an iPhone 6 plus then 4 months in the phone develops a fault. On returning device to the car phone warehouse shop I'm verbally told that the repair would take between 7 and 14 days. Now I have been calling every few days and each time I'm informed that its gone for repair its being repaired its waiting to pass quality control till at 12 days in its now on transit from a repair centre in wednesbury. All seemed well until day 15 of my wait when I decide to go back to the shop and ask where is my handset. I'm then told its not been repaired at all. Its now being given a 3 days urgent repair health ticket. Yes folks this takes a repair through Christmas day and boxing day. Its obvious they're lying again I'm never getting this phone back. I'm also given the cheapest most horrible handset to use while my iPhone is away and when I proper get angry with them they give me a slight improvement of a handset that is still no better than rubbish but has an internet access albeit with such a small screen you can hardly see what you are doing. I've had to buy another phone because this company is incapable of offering a decent replacement and cannot be trusted to repair a device in good time. Definitely a company you should avoid at all costs. I currently have a 2 year contract with o2 but have had to go out and buy a phone to use the simcard for.”

Helpful Report

Posted 9 years ago

“After sales care is nothing short of rubbish! Would not recommend this company. Once they have your money they are not interested.”

Helpful Report

Posted 9 years ago

“Just got back from the Leckwith store in cardiff, That is the last time i ever use carephonewarehouse. Worst customer service i have ever experienced, i only wanted to buy a phone as advertised on there website and all the sales Woman wanted to do was sell me waranty & top ups. also even though the phone was 24.99, she said i had to pay an extra £20 for a top up. i didnt need a top up & ive since learned that i could have had the phone for 24.99 as advertised and that she was liying to me. When i rang customer services to make a complaint, they just kept on hanging up on me, OMG What a cowboy outfit they are. im telling everyone i know.”

Helpful Report

Posted 9 years ago

“I was unfortunate to be given a gift from my wife (a tablet) and took insurance. Their customer service is beyond appalling!!. The left does not what the right hand is doing.They pass you from one person to the other They answer in a very robotic manner,they patronize you and extremely unhelpful. All i can say that if you have to purchase an item pay a bit more and buy from John lewis where the service is excellent. For your sanity do not purchase from them ,you will regret it!!!”

Helpful Report

Posted 9 years ago

“Common thread here I think of rubbish customer service!! I had my first experience of Car phone warehouse on the 30th of November in the Kettering Store I had a terrible customer experience and e-mailed my complaint to their complaints line and haven't heard a thing in reply I purchased 3 items for my I Phone 6 a total of £42.98. I tried to pay with my company visa card twice which was declined the assistant explained that it was a company credit card their terminal would only accept personal cards not a problem paid with my personal card. I got my company card statement which was charged twice and my personal card charged again. Tried to phone customer complaints and was cut off twice. Come on Car Phone Warehouse sort your customer service out I will never spend another penny with you your service is absolutely crap !!”

Helpful Report

Posted 9 years ago

“i went into carphone warehouse in huyton to buy a samsung s5 i was served in 5 mins by ste he was very helpful and went thru it all with me was made up with him thank you ste in the huyton store”

Helpful Report

Posted 9 years ago

“I had trouble getting my sim changed after 25 hours Steven from Newtownabbey branch was absolutely fantastic and did everything to make it possible definitely 5 star for him”

Helpful Report

Posted 9 years ago

“I was a customer in Clarks talbot green store,shopping with my little cousin when a memeber of your carphone warehouse staff came barging in shouting across the store! Slightly unprofessional, and made all their customers feel intimiated!”

Helpful Report

Posted 9 years ago

“Ordered phone on Monday, existing phone disconnected Tuesday , dpd lost phone Thursday , now told new phone will be delivered Friday. But we don't have a working phone and we are paying for it. Who's running this company, never use them again.”

Helpful Report

Posted 9 years ago

“Worst service I have ever known from a phone company, have phoned six times regarding a repair, their phone system itself is useless, you cannot hear what the person is saying, was supposed to have a password when visiting the shop to access online docs, that didn't happen, it appears that nobody in customer services knows what they are doing. Eventually got through to the repairs section, each time I was told repair is on the bench but in a queue, web site never updated, this company should cease trading, they haven't got a clue, never buy anything from them, do so at your own peril !!”

Helpful Report

Posted 9 years ago

“I ordered a tablet on the internet. The next day I received an email stating they had been unable to take the payment. A few days later I checked bank acc and noticed money had been taken. Tel customer service and was told that I had received the wrong email and they had taken the payment but item was out of stock. They said they could arrange a refund but would take 3-5 working days. Tel again after 5 working days as no credit and was informed refund wasn't processed until 3 days after I rang so it hadn't been 5 working days. tel again and was told refund hadn't gone through so would rearrange again but it could take 14 days for money to credit back in my account.”

Helpful Report

Posted 9 years ago

“Had a clear problem with the touch screen on my galaxy s6. Took it back within the 30 day exchange time and they've told me they can't exchange it because there diagnostic equipment can't find the fault. They have advised me to take it to Samsung and they might be able to find the fault. #joke”

Helpful Report

Posted 9 years ago

“I purchased 2 SIM cards and none of them work. Virgin said that they are old stock and should not be sold. This has set me back 2 days when I needed a SIM card 2 days ago. I called the store for help and had been on hold for close to 10 minutes until they hung up in me. This is the worst service i have ever had. This is the first time I have shopped with this company, I will find a way to get my money back and never shop with them again.”

Helpful Report

Posted 9 years ago

“It's the worst ever service I've received from any company. DO NOT USE CARPHONE WAREHOUSE. I bought a mobile wifi device less than a month ago. Can't get the signal at home and hence went to store to return it within 14 days, but store did not take it asking me to call a customer service team to arrange for returns. when I called customer service team they said I can't return via phone and can only drop into store. Store now gave me a different number to call. Due to this ping pong game by carphone warehouse store in Ilford I was over 14 days and now they are asking me to pay for another month before cancelling though I can't use it as they don't have coverage. I was misguided by the Ilford store team as apparently they are supposed to take returns in store. Now, I'm still unable to cancel the subscription as their system is down.”

Helpful Report

Posted 9 years ago

“They've lost the phone I paid for on Monday and misplaced the accessories I reserved on Tuesday. Their only suggestion is that I go from branch to branch lookiung for one that can fulfil the order - they have refused to mail instead.”

Helpful Report

Posted 9 years ago

“Ordered a phone on Black Friday at £99.99 expected it to turn up Monday as stated via the email I received from them. Comes to Monday and no phone. Phoned up got told I'd have to reorder the phone now at full price £179.99 and that the phone I wanted is no longer in stock!! Yet I have an email that states that I have ordered the phone and it will be on it's way!!!! What the hell!! who the is running this company, honestly its absolute shambles. I had one hell of a problem when I preordered my iphone 6s in store aswell. This really is the last time I ever use Carphone Warehouse.”

Helpful Report

Posted 9 years ago

“I ordered a mini device from their website. The order was put on hold after the payment failed after mistyping CVC from my card. Got an email tried to call their customer services after waiting to supply the card details again to a guy that was clucking on the phone for 15 minutes I hung up and placed another order. Four delays later after being informed the order was successful I received an email saying the second order had been cancelled as well. Tried to call customer services again got through to somebody who sounded they were pissed and just hung up after 5 minutes. So basically just avoid. Unless you like wasting your time.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews