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

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

“Message Hi on 16/05/19 I order a Sim card to transfer from EE to Vodafone order number 413372546, I was advised the Sim card would be delivered the next day 17/05/19, nothing delivered. I called Carphone Warephone the morning of 18/05/19, I was advised my order has been cancelled ,your staff could not tell me why and was never contacted in anyway so when was I going to be advised my order had been cancelled?. The member of staff ask would I like to re-order , I said yes so I was given another number to ring to re-order, that's rude I should have been transferred to the number., as I never cancelled my order, I re-ordered Sim order number 413448010, I was advised again Sim was arrived the next day, which it did, put the Sim in the phone, phone displayed , Network Rejection Cause Sim not Provisioned MM#2. I called Carphone Warehouse I was advised it can take up to 48 hours, 21/05/19 , 48 hours later mobile still displaying previous message , I was advised problem will be transferred to the connection department and they have up to 5 days to correct problem, I said to the member of staff does this 5 days include weekends , I was advised yes.Now after cancelling my order without any form of contact then Sim not Provisioned I would have thought , this would be a priority , I was also advsied I would be emailed when Sim had been Provisioned and that date was supposed to be today 26/05/19 , I just checked my email nothing Zilch,you service is disgustingly bad, real bad. I called Carphone Warehouse again on 30/05/19, Sim card still not working, in the end a member of your staff put me through to Vodafone , the lady in Vodafone said my order was not put on the system properly by Carphone Warehouse and to visit one of there Vodafone shops and they will sort it out for me which they did. I will try my utmost not to deal with Carphone Warehouse for a long long long time. It was the worse shopping retail experience ever and I am 57 years old. Oh yes Carphone Warehouse has not even phoned me back until this day unbelievable.”

Helpful Report

Posted 6 years ago

“I want to make it clear that my complaint is about the 'over-the-phone service', and NOT about in-store. I have ALWAYS had a 11/10 service at my local shop in Haywards Heath - awesome customer service! But the people who Carphone Warehouse employ over the phone, is shocking. I've never been made to feel so stupid about my own personal choice of wanting to go to the store and get my upgraded phone. I've always had a great experience in store and I explained that to him.. 'I don't know what's stopping you - they will charge you £400 in store! why don't you want to buy it now?' ...'well I'll call you back and we can go through this again'. (side note: I was charged nothing for the phone I chose). Much to my joy, another man contacted me (not at the arranged time-not on the arranged day!) I explained that I had already been to my local store, had a great experience and happily upgraded. 'ah well we actually could have done that for much cheaper - and given you a 14 day guarantee to see how it goes'. By this point I was so over being made to feel stupid that I hung up. I feel so bad for anyone who works for Carphone warehouse in-store as these people over the phone are making you look horrible. I am going to request they don't contact me anymore because I don't need it.”

Helpful Report

Posted 6 years ago

“I ordered a Huawei p30 lite on the 27th of April this was a pre order and the offer included a set of freelance wireless earphones. I had no comfirmation email about my purchase so had to call Web order number and was sent email confirming order but no mention of earphones. The phone came but no earphones. Not to worry it did state they would come 14 to 28 days after. After a couple of web chats I was told I have to claim them from Huawei which I did. Huawei emailed back that cpw were not on their list for the promotional earphones. It is now past 28 days and still no earphones, bloody useless customer service. I now have a local store manager that agrees with me is now trying to sort it. The earphones are worth £99 and if cpw think I will let go they are mistaken, even if I have to get a court order.”

Helpful Report

Posted 6 years ago

“Just been to Carphone Warehouse Ransoms Ipswich. I explained my contract had finished and I wanted to renew with an upgrade. The sales person said she was having a “bad day” and I got the impression she really couldn’t be bothered to discuss anything with me. The manager came over and said “despite the fact she is getting it all wrong she is really a good salesperson”. That not the impression I got. I left after only 5 minutes. I told her I would go somewhere else and she didn’t even be bother to continue with the conversation. VERY POOR CUSTOMER SERVICE !!!!!!!!”

Helpful Report

Posted 6 years ago

“I purchased a Nokia 6.1 in November 2018. After a few weeks, the earpiece developed a fault in that the volume was very quiet. I took it back to the Carphone Warehouse and they sent it off for repair. The phone was irreparable so was exchanged for a new one (under guarantee) After a little while this phone developed the same fault. This too was returned to the shop and a replacement Nokia 6.1 issued. This latest phone has developed the same problem as all the others, so have just been into your Ipswich branch to see if they would exchange the phone for another model. I was told that it would have to be sent off again for repair and a replacement issued. They would only consider a refund or exchange to a different phone when the replacement Nokia 6.1 developed the same fault. This is unacceptable, the Nokia 6.1 seems to have a design fault (which is well documented). I have been sold faulty goods only for them to be replaced with a replacement phone with the same fault. I have found the store staff to be polite and helpful but their aftersales service is very poor indeed. I have been a loyal customer of this company for many years and would expect better treatment.”

Helpful Report

Posted 6 years ago

“1 May 2019: I purchased an item online 9 May 2019: I went to the Queensway (London) physical store to return the item. The store manager refused to process the return "because the machine does not work" (if you check their reviews on Google, the machine does not work from 1 year) 10 May 2019: I phoned CS and asked to process a return. I spoke to 2 different agents that gave me discordant information 11 May 2019: I phoned CS again and managed to get a return label (DPD). I dropped the parcel to a drop-off location and returned the item. Carphone Warehouse acknowledged the return via email 12 May 2019: Carphone Warehouse received the item but did not update the status 13 May 2019: Carphone Warehouse updated the status of the return as "received". No mention to the refund. From that moment I had to phone them every day until 16 May 2019: they confirm that they issued a refund. I thought:"great". No, it wasn't. They issued a cheque (Medieval age) that today 29 May 2019: I never received. I phoned them again and they keep telling me that I've to allow 14-28 days to receive the cheque. I asked them to prove that they actually shipped and, clearly, they can't. Summarising: - they blocked my cash for 29 days - they received the item 18 days ago - they quote 14-28 days to receive a letter containing a cheque (what does that even mean? Either they're 14 or they're 28) - I had to request a chargeback to my credit card provider - I will never order from these incompetent people anymore”

Helpful Report

Posted 6 years ago

“Returns, cancellations policies..do not trust them!!! I have used Carphone Warehouse for years with no problems..until i went to with a broken phone and came out of the store with new phone and a contract. I was not told about not being able to cancel the contract at point of sale by the branch manager. The branch was Petersfield. When I went back to the store next day after changing my mind when I have seen a different deal in their website, I was dismissed and told that I could not cancel it. Very disappointed, I went through the complaints process with Carphone Warehouse as they said they did not found any evidence hence I am taking next steps to complain to Ombudsman Services. Returns and Cancellations of contract have to be told to customers at point of sale! I cannot believe that I went and signed a contract based on misinformation!! I never complain but this time, I was misold a product! I will not come back to Carphone Warehouse as do not trust them.”

Helpful Report

Posted 6 years ago

“Do not trust the website if it says it's in stock for next day delivery. If I hadn't have called to double check, my daughter would have been with out a present on her birthday. Terrible service.”

Helpful Report

Posted 6 years ago

“Went into the store for an upgrade and they would not let us go without going through a really long questionnaire on the tablet about why we wouldn't buy insurance. The manager told me this was needed as they would be fined £50,000 if they didn't do it! Must think we were born yesterday. I would not even give them one sta except you don't get a no star option. Just out to get your money. Steer clear.”

Helpful Report

Posted 6 years ago

“Bad bad bad liars”

Helpful Report

Posted 6 years ago

“I found the staff with no experience and excellent liar most of all well trained to be very cunning the guarantee mean nothing regardless of the product .I have dealt with them many times but enough is enough.”

Helpful Report

Posted 6 years ago

“I still have not received my parcel I waited in from 2pm -3pm Wednesday 22nd may and did not receive my phone I received an email stating my parcel had been delivered so I called them straight away I was told the driver is on his way to me he had delivered it to the wrong person he arrived at my door meeting him for the first time he said straight away I didn't deliver the parcel to you he then proceeded to knock on my neighbour's door of witch 2 of them answered very rudely asked them if their was a young boy here who took in a parcel they both said no he said it was a young boy with glasses brown hair blue tshirt he asked him his name and give the parcel to him at the main flat lobby door not at my front door he said quite clearly it wasn't me he delivered it to both of my neighbour's were there to witness this and are very happy to support me he then stormed out very rudely no explanation nothing so I called dpd and mobile.co.uk and carphone warehouse to see where I go from here I did not sign for a delivery i have witnesses that he had never met me before so I asked to see the signature of the person who signed for my parcel outside my flat not my flat front door when I see this I will then send them a copy of my driving licence with my own signature on I am very angry with the way this has been dealt with and for him to lie is terrible I wonder who you have working for you I truly hope this can be delt with you are not taking responsibility for any of it this is the response I received from carphone warehouse Hi Stuart, I do apologise for the inconvenience caused thus far regarding your recent delivery. As per your request, an investigation was raised. We have liaised with DPD directly regarding your delivery and they have informed us that the parcel has been delivered and signed for by GEDDES, on 21 May 2019. Still we have raised an investigation and In the light of my investigation, I can say that all the checks are correct and driver followed the correct procedure to deliver the parcel to the correct person. Please find the detailed notes below: Driver remembered delivering to this address/recipient. The property was a Residential address. The property was a Block of Flats. Property Description: Block of flats on the corner of Littlehay rd and Oxford Rd Door colour: White The receiver was of White British ethnic origin and male. Physical Description: Blue T shirt. Young early twenties, Black Hair, glasses, stubble Having checked the GPS coordinates of the delivery address and the location the driver delivered to the Correct Location and will return to the address to obtain a signature. Additional Supporting Information: Matching signature from R's previous address 15505034529320 Latitude: 51.737041 Longitude: -1.218574 I do hope this helps to clarify everything. I trust I have answered your questions, however if you would like to ask anything else then please do not hesitate to reply to this email. Alternatively, you can call our Customer Support team on 0370 111 6565. Our lines are open Monday-Friday 8am-7pm, Saturday 9am-6pm and Sunday 10am-5pm. Kind regards, Leah-Jade Customer Service Carphone Warehouse”

Helpful Report

Posted 6 years ago

“The single worst customer service team I've ever dealt with. Lied through and through to me, were extremely rude, hung up the phone on numerous occasions. I have never dealt with any people so unhelpful!”

Helpful Report

Posted 6 years ago

“I ordered an upgrade on the morning of the 18th May and am still waiting the delivery which was promised for the 19th May. if you ring the Customer Services they tell you to go on the website. If you go on the website it tells you to ring Customer Services- very clever. I phoned CS again this morning (20th) and told they couldn't access my account as their "System was down."I am no further forward on where this order is.”

Helpful Report

Posted 6 years ago

“The WORST company i've ever dealt with. LIED to repeatedly. Customer services rude and dismissive. I wouldn't use them in a million years. the salesman LIED to me about the contract and Customer Services won't even deal with it. I've no idea how to get my money back as they won't even discuss it. APPALLING. AVOID!!!!!!!”

Helpful Report

Posted 6 years ago

“If it was possible to give 0 stars I would. They do not care about anything but getting a sale and will even lie and give false information to customers just to get a sales. A lot of CPW stores target ethnic minorities who cannot speak a lot of English nor understand it and trick them into taking out a contract/broadband and insurance”

Helpful Report

Posted 6 years ago

“Hi I think no body is listening to me again, Originally Chloe on email, her words said "We will see what we can do to help". Also Ryan said he would help too. And after a week of emails and phone calls no body is willing to help, it does not matter whether the app works or does not work, it all comes down to your sales team telling me that it was fully compatible in the shop and on previous phone calls before we bought the phone. I only got the phone for one thing which was for the ring app. In the shop in Worksop last week they told me if I had bought the phone from them they would put their hands up and swop the phone for me. So why should it be different online to buying through the shop, it is not my fault or the app makers it is yours. What a waste of time just saying that you are going to help. All you wanted was me of Facebook, after the social media have seen that you are going to help and then you don't. It is also so frustrating with you having to repeat myself every time someone else at Carphone Hi I think no body is listening to me again, Originally Chloe on email, her words said "We will see what we can do to help". Also Ryan said he would help too. And after a week of emails and phone calls no body is willing to help, it does not matter whether the app works or does not work, it all comes down to your sales team telling me that it was fully compatible in the shop and on previous phone calls before we bought the phone. I only got the phone for one thing which was for the ring app. In the shop in Worksop last week they told me if I had bought the phone from them they would put their hands up and swop the phone for me. So why should it be different online to buying through the shop, it is not my fault or the app makers it is yours. What a waste of time just saying that you are going to help. All you wanted was me of Facebook, after the social media have seen that you are going to help and then you don't. It is also so frustrating with you having to repeat myself every time someone else at Carphone warehouse gets involved. Instead of just one person dealing with the problem, not very professional at all. I have only had the phone just over 1 month and in that time we have been trying to sort this problem out going to Meadow Hall, Doncaster, and Worksop and many phone calls and no support from you just messing me about and now the 14 days have passed. And I am going to see about taking things further as you do not want to help just wanting me not to react and just go away. Do not waste your time. Vicki”

Helpful Report

Posted 6 years ago

“Went to Milton Keynes to buy a simple phone under £100. None were available or had issues so were advised not to but. Strangely!!! as soon as we breached the £100 ceiling phones miraculously became available. Smacks of pressure selling. Won't go there again.”

Helpful Report

Posted 6 years ago

“I do not advice anybody to go and buy from car phone warehouse online or in the shop as you do not get any good customer service, they have messed me about not wanting to listen and rushing with me to get off the phone and hanging up. They told me at customer service over the phone to visit a certain shop for technical support just for them to push you away onto another shop to deal with the problem. But when I got there they had no technical help, and do not know why they would say this on the phone. Over the phone technical support wants to charge you around £15 when you have had the phone less than 1 month, and they cannot solve the problem anyway. I bought online the Hawaii mate 20 lite phone, contract for 24 months I received it in a damaged box which I did not make any problem about at the time. I reported it to them and they logged it on a recording for my account since having the phone we have purchased the ring cameras in the last month and downloaded the ring app for security purposes which they told me in the shops and online was compatible with the phone. After downloading the app and connecting the cameras, I have since found after speaking to Huawei ring and Carphone warehouse on the phones the sounds for the app do not work you cannot change any sounds in the app or in the phone settings to notify you with a tone that you choose. You can only have the default settings even though the ring tones of the app are in the phone settings for receiving calls messages or emails to notify you, not any ware does it let you alter the tones for the ring app. So I am advising everybody not to buy this phone or any other through the car phone warehouse, as they do not care and will not try and put the customers’ needs first. Just keep rabbiting on about it’s passed its 14 days to return, when we solely bought it for this purpose. They know nothing about what they are selling and does not care for customer service just want to take your money. I spoke to EE earlier and they said they would help back date the contract for cheaper or more expensive phone as understood that we were badly advised. But you have to have it on a recording it does not matter what they tell you in the store if they not have a recording of the badly advice they gave you they do not care. I do not think the phones are even new phones that they send, and are not interested in sorting my problem out. And after all this where is my rights and my guarantee anybody care.”

Helpful Report

Posted 6 years ago

“I would not have given Carphone Warehouse any stars.”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews