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

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

“Hi, Today I visited the store reading, I wanted to buy a samsung phone, and I gave up a smart clock but after 10 minutes waiting, no one was in the store, only me, the seller called, did not say hello, I did not expect to wait . I'll take you anywhere else. I'll skip your store. 5, Reading Gate Retail Park, A33, Reading RG2 0QG”

Helpful Report

Posted 6 years ago

“Upgraded from an iPhone 5 to iPhone 7plus for my daughter. Instead of upgrading existing contract they issued me a new one and said it was really easy to keep same number. IT IS NOT EASY!!!and involves more of my time! Will not be renewing anything with them again Norwich Store”

Helpful Report

Posted 6 years ago

“Rather than an upgrade they issued a new contract - which left me with 2 phone contracts (old and new) which I only found out when bills kept coming. Then they are unhelpful with resolving the issue - finally explaining that I needed to transfer my number twice (involving time amd cost to me) to resolve the issue. Then they offer me a 10 pound in-store credit (which doesn't cost the cost of the transfers, which they knew), and a 10 pound cash refund (but only actually paid 5!) The incompetence is stunning.”

Helpful Report

Posted 6 years ago

“Dear Sir/Madam, I am writing to express my concerns and formally complain about an incident that has been ongoing since the beginning of 2018 year at your carphone warehouse branch in Streatham. I would like to bring to your attention that I will be taking this case further if not resolved by you immediately. My contract with O2 has been coming to an end at the beginning of the year 2018 . I had received a phone call from an O2 representative to renew my contract with O2 which I am a customer of nearly 13 years. In those years I never experienced any problems or inconvenience with both o2 or carphone warehouse. Till now. I had renewed my contract on 28th February 2018 over the phone and I have been told to collect the phone Samsung Galaxy S8 in store at Streatham branch. Unfortunately because of my personal circumstances I couldn’t go to collect the phone from store early. I did go to the store on 10th April 2018 and on that day I have found out from a member of staff at carphone warehouse store that phone was collected by my wife on 21st March 2018. I was in shock by what I actually heard as I knew that wasn’t true as my wife never went to collect it on my behalf. The member of staff explained to me how the system works, phone was given to person who knew my personal details somehow and she said that she was my wife. I have asked him how is that possible to give somebody a phone without checking the persons ID and connection to me?! He couldn't provide an answer and was baffled by my question. After extensive conversation with a member of staff he has promised to me to contact me after investigation and report with his manager of this store. I have been waiting for phone call from manager of store in Streatham or anyone from this store but without any success and luck. Eventually I went there to talk to manager of this store called Agata - after few visits each time all members of store was telling me that she is off or on holiday. When I was there around 10th May 2018 I have found out from manager of the store Agata that after the investigations she checked the CCTV camera and has evidence of woman collecting my phone. Before I have left the store she promised me that she will rise this issue and problem with her line manager and she will report this fraud to the police. Unfortunately I haven’t heard anything back , so I have called the store few times to find out how is the progress of my case during. Each time different member of store was telling me that manager will contact me soon. I had enough and couldn’t wait any longer so on 3rd August 2018 I went again to the store in Streatham branch. That day I have spoken to the same manager -Agata - and she said that she can’t do anything unfortunately. Then I have asked her why she was avoiding me for few months and left this problem without any explanation.I am very unhappy as I am paying the bill each month for phone that I never received. Her customer service has been rude and unprofessional especially when she lied about reporting the issue to the police as she found evidence on cctv camera. I received extremely poor customer service by this manager and felt discriminated and patronised. She promised me that she will report this fraud to the police and she hasn’t as she was too busy managing two other stores. I am outraged by this! I would have gone to the Police myself if she didn't lie to me. I don’t understand why she behaved like that as the manager she should take different action and deal with customer issues and problem more professionally. I am very unhappy with the service I have experienced and would like to have it resolved asap. I look forward to your explanation, reply and resolution of my problem. I do strongly believe as a customer I should receive some compensation towards that problem plus the phone that has been stolen from me at your store! Please contact me at the above address or telephone number asap as I had enough lies and delayes which all look very suspicious to me. Sincerely , Pawel Gajewski”

Helpful Report

Posted 6 years ago

“My contract was up with o2 thought try carphone warehouse but they tried to rip me off saying my phone was faulty to trade in when there is nothing wrong with it and tried to make me pay for a contract I didn't want your loss because went to o2 where I was treated properly got the contract I wanted and traded my phone for the right price will not go there again and recommend not to go there to other people?”

Helpful Report

Posted 6 years ago

“I am very upset at how I have been treated at car phone warehouse at the Baxtergate shop in Doncaster. The staff and Dean the manager have been so unhelpful and rude. Indirectly calling me a liar. I am going to take this matter further!!”

Helpful Report

Posted 6 years ago

“I have been trying for a week now to place an order for my boyfriend, Ellis Goddard, (Pretty sure ever single member of staff knows him and all the issues we are having now) for a upgrade on his phone through EE and have had nothing but trouble. First it took me 2 days to even get an order to go through on their website, the deal they had was an "online only deal" (they do that so they can trick you). We kept getting emails saying that the order was going to be processed but as soon as I live chatted with the team, they stated the order had not gone through correctly. After giving up, we receive an email stating one order had actually gone through but we needed to ring up and confirm card details, which we did and was told the phone would be delivered next day (on Saturday). Saturday comes and goes and shock, no phone!! So on the Sunday we rang up. One person stating the order had been processed and should have been delivered yesterday, only to be passed off to another customer services person to tell us it's not fully processed yet. We rang up AGAIN and said to them that we're being told different things, this person then stated that the order WAS fully processed and that they re-arranged delivery to sometime on Monday. Still no sign of any delivery to be attempted today. Rang them up AGAIN, after a 20 minute wait, the advisor down the phone down as soon as we answered all the security questions!! We rang up again and unlucky for her, she got us again. She seemed very clueless and gave us unclear information, one minute saying she couldn't give us a estimate on the delivery date and then the next saying it should be with us tomorrow. She then offered us some compo but when asked if she could put this down in writing, refused stating that she couldn't. (I'm sure that requesting a transcript is in our rights due to the new GPDR regulations, am I right?) So still after a week of spending hours trying to deal with this, there's still no sign of a phone. I highly doubt we will get a phone and this is all a scam. It's an absolute joke, you can't even go into a carphone warehouse store to get it sorted, they state "we have nothing to do with the online". DO NOT USE THIS COMPANY UNLESS YOU WANT TO BE MESSED AROUND AND WASTE YOUR TIME!!”

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Posted 6 years ago

“Took my phone in for repair and they gave me back a handset that didn't work. I'm a week later and I still haven't had my phone fixed, nobody can tell me what is going on other than the repair team have lied about the nature of the repair charging me £340 for a piece of work that costs £140. I still don't have a phone and no sign of it being resolved. Have spent around 2 hours on the phone and been back in store twice.”

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Posted 6 years ago

“Rude, racist unprofessional in sunderland (bridge shopping centre)”

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Posted 6 years ago

“Extremely poor customer service. Billed for returned sim and no refund given. Terrible.”

Helpful Report

Posted 6 years ago

“I was given a phone with the earpiece not working. I had signed a two year contract at £60 per month. They passed me from shop to shop until two weeks were up, then said I have to keep it as time has run out to change it. I phoned head office, the woman said there’s nothing they can do so I asked to speak to her senior. She pretended to be the boss and told me the same. It was horrifying. DO NOT USE THE DIXON GROUP!!!!”

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Posted 6 years ago

“Ordered a 128 gb phone. Turned up a day late.set it up then find out its a 64gb phone.spent 30 mins on the phone with them. Agreed a 96 pound discount on a 2 year contract. Just got a txt message 2 say phone is coming tomorrow. I'm at work and customer service us shut.”

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Posted 6 years ago

“By far the worst company I have ever come across. Don’t go anywhere near them. The most deplorable customer service I have ever encountered. I have spent hours on the phone to them yet nothing ever seems to get recorded on their system and you have to keep going over the same thing repeatedly - that’s if you manage to speak to them and they don’t hang up on you. Everyone gives conflicting advice and you spend an eternity on hold. One serious word of warning - DO NOT trade in your phone by post. Regardless of how immaculate the condition and how safe the packaging they will tell you it’s damaged. They appear to have a standard email all set up and ready. NEVER EVER AGAIN!!!! I’ve given them one star simply because I couldn’t give them a zero!”

Helpful Report

Posted 6 years ago

“I ordered a black Samsung galaxy s8 and i received a blue Samsung S7 in the post. I rand customer services they advised me to go to my local shop. I went to my lical shop in town. They couldn't help me i phoned customer services again their system was down! I rang again they said they would send the returns label through by email yesterday. I still have not received the label! I rang again today the systems were fown AGAIN! They could not help me post it in my local shop either today. I am loosing my mind!!!”

Helpful Report

Posted 6 years ago

“Carphone warehouse branches should make a point of either removing each out of phone stock from display or place an updated sign daily notifying customers of their actual stock levels I have been to both Hayes Middlesex branches this in an attempt to buy a phone. informed that mostly all the selection I was interested in were not available. it may not look as appealing for visual merchandising to display an empty shelf !but it would stop customers kept waiting ages having to enquire. very disappointed and frustrated”

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Posted 6 years ago

“Honestly, Carphone Warehouse have the worst customer service they seem to not communicate with one another and are very forgetful. However they are easy to negotiate with and get better deals it does take a while to actually get what you want with them and I don’t recommend them if you want somegbkgn quick. I ordered a phone and they didnt think of phoning throughout the day when the realised they didn’t have my house number they waited for us to call them and where very rude.”

Helpful Report

Posted 6 years ago

“Misrepresentation of contract. Difficulty in dealing with Customer Support.”

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Posted 6 years ago

“No stars for you. At all. Costumer service was terrible. Staff have no patience with costumers and they don't provide good advice. They waste your time, only to tell you, you do not have a good credit score. Very disappointed. I wouldn't recommend getting a deal from them either.”

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Posted 6 years ago

“If I go into a store looking to purchase a phone priced at £500+ I expect to have the opportunity to look at the demo phone for display properly, not just the front because it has been secured for obvious reasons. Surely discretion is the key here... I understand why the display phones are secured, but having shown interest in purchasing the phone the assistant would not let me check out the phone thoroughly back and front... now I am in my late 50s and obviously not a sprinter.... They lost a sale, because they thought I would run off with the phone and I had a number of shopping bags too... Good service is everything and might I add without attitude!! 🤔”

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Posted 6 years ago

“Was Told 200 pounds was included in the package I took out in May. Now end of July No money. Keep calling to be told it’s on it’s way.”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews