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

“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

“Never again will I buy from this company or probably any of their associated companies. No customer care, was yelled by tattooed thug who happened to be store manager and left feeling intimidated and scared al because I said I thought they had miss sold me the phone insurance on a phone I wanted to claim on some 5 month latter, they wanted some 65% of the phone cost in effective insurance premium and totally flouted the FSA guidelines and regulations. Customer care would not let me have a copy of their complaints policy, and would not escalate the matter by merely read from a multiple choice sheet of answers. Talk about frustration and a waste of time. I consider this company to be a con and a poor one at that their only concern appears to be how to get the most money possible out of you, not even a pretence at care. Now considering legal action against them.”

Helpful Report

Posted 9 years ago

“I have just taken my I phone back to the dewsbury store for as it is randomly ringing places like Indonesia! I will not visit this branch again the manager was unhelpful and when I asked her if I could phone the shop to see when my phone would be back from repair she said"no we don't have any phones in here and swept her hands along the counter to demonstrate that they don't have a phone! How silly of me who would expect to find aphone in a shop that sells phones. I will not be using this shop again unfortunately the lowest rating is poor , dire is more appropriate”

Helpful Report

Posted 9 years ago

“Try to buy a contact from shop credit didn't pass try to mums name didn't pass try to Wife name didn't pass..they are con..avoid this company..”

Helpful Report

Posted 9 years ago

“I've just gone into carphone warehouse in fforestfach in swansea southwales they are now turning customers away saying they can only sell three phones to one customer within 6 months the carphone warehouse must be making so much money that they don't need any customers shocking !!!!”

Helpful Report

Posted 9 years ago

“Pre ordered the Hawaei Nexus 6p with free Chrome cast audio online as a EE upgrade. I received a phone call confirming my order the next day. The customer advisor seemed very helpful, he advised me to change my order from the silver version to the Graphite version as apparently I would receive the Graphite version quicker. I agreed to do that, as I needed a new phone and fast. the adviser said he would also refund the £9.99 that I had spent on the phone. He also said that he would give me a check for £20 as compensation for having to change to a different colour. I got an email confirming my order as well as proof of the free Chromecast audio. All was well until a few weeks later when I got in touch to ask when my phone was going to be released. I contacted them on their Facebook page, they told me to send a private message so I did. They then told me to use their online contact form. I did this and received nothing back, no email and no phone call. I contacted them via the Facebook page again for the loop to begin all over again. I then phoned them only to eventually be told, my order had been cancelled by the customer advisor, but he opened a new one for me but apparently it was with E2save (a sister company of Carphone ware house for those who don't know). Eventually I received an email confirming me of delivery. But it was not from E2save but, directly from Carphone Warehouse. So I had been told a complete lie. I received the phone but no Chromecast audio and still no refunded money or my compensation. 14 days later I eventually received a cheque for £9.99. I have emailed Carphone Warehouse only to be told that the Chromecast audio was only 1st come 1st serve. I pre ordered this phone and the offer was still there 2 weeks later, when I checked. Clear false advertising. I also have the email to prove that my order included the device. Then there is the matter of the £20 compensation, the lady who replied to me about that said it was posted on the 29th of October. Where's it coming from? I have also posted a review on Trustpilot only to receive a reply from 'Jade' who replies to all bad reviews with exactly the same thing, she responds on trustpilot within one day, she asked me to email them again and I have done so 3 days ago, I've received nothing back. So I've also updated that review with this new info. Please think twice about going with this company, as there is no such thing as their customer service, the company are a disgrace and should not be trading in the UK.”

Helpful Report

Posted 9 years ago

“These guys are totally sales focussed. I upgraded my iPhone some 4 weeks ago and since then I have had five calls from different call centres trying to sell me a upgrade. I have told al of them "I have just done this" they all aplogise and say they will update thier records. Then today I get another call, the girl explains that she can only update her part of the system, so other departments or call centres may still call me. CRAZY - what ever happened to the single client account that was client driven and updated, surely in todas modern IT system this is posible, if they can cant protect your data from being hacked, then maybe is good its not up to date!!!!! DONT CALL ME AGAIN, and I bet they wont ever respond to this post ANGRY OF HAVANNAH”

Helpful Report

Posted 9 years ago

“I have recently upgraded my o2 contract and unfortunately did it through car phone warehouse,ever since I have been driven mad with cold calls from them using diverted numbers, I only know this as after 2 weeks of non stop unsolicited calls fom various numbers I decided to answer, it was a 01922 code which is Walsall, but when I questioned the caller he stated he was from a subsidiary of car phone warehouse and was calling from Bristol! After insisting I speak to a manager he confirmed that they use divert numbers as if they used their own people would not answer! I also answered a call from a Loughborough code guess what! A Birmingham nos ...again!!! Sick of asking to not be contacted with no result, advice avoid avoid avoid...”

Helpful Report

Posted 9 years ago

“This company is to avoided at all costs..Staffed by kids whom know nothing about life. Best given a very wide berth.”

Helpful Report

Posted 9 years ago

“This company is an absolute joke! Boght an unlocked samsung A3 phone that didn't last longer than 2 weeks. Unfortunately as I went on a trip a week after I bought it, I was left with no phone while abroad and not only that, but all the pictures that were taken on the trip have been lost. As soon as i got back home I took the phone to the shop. The 30 days for the refound were passed so they offered to fix the phone. 3 weeks after.... I am still waiting for my phone. They have lost my phone, offered me a different USED phone which obvusly I refused. They keep telling me the phone will be here in 3 days, this is the 4th time I go to the shop and NOTHING has been done. The manager rolls her eyes when she see me coming (How rude!) All in all, absolutely awful experience, I will NEVER get a phone here, and I have had a contract with them for 2 years! thanks gone the time is over now.”

Helpful Report

Posted 9 years ago

“Told my phone can't be fixed because of a tiny hairline fracture on the body kit which had nothing to do with why it was broke. Won't honour a warranty.”

Helpful Report

Posted 9 years ago

“Disgusting customers service get told different things every time i ring them regarding my phone that they have had since the 19th of October which was also replaced by there repairs centre on the 4th that i am still waiting to get back so much fora 14 day turn around”

Helpful Report

Posted 9 years ago

“I bought a phone for my child in July so he could keep in touch with me because he is been bullied in the area. I had the phone for 2 months and it had a fault that I thought at the begging it was him not wanting to talk to me. As a result of the fault my child had an incident and was bullied in an alleyway and took the handset to have repaired. It was changed for a new one and this one started to display problems with the batter and I had it for less than 1 1/2 months and because it was on a sim free and not one of their contracts they are trying to ignore me. My partner went to the shop after I spoke to customer service explaining if it was faulty again I wanted to replace with a different one even if I had to but money onto of it and they told me to go to the store and they had but a not on the system. The sales person had a very bad attitude told my partner if he wanted something doing to go to another shop even though he saw it did not charge then when my partner was walking out of the shop he followed him and carried on disputing with him and looking for an argument. I filled a complaint with the shop was advised to go and tell them to look at he system because they had but on the system to call them to resolve the problem. When they went back he carried on been rude this time with my 12 year old son saying there is nothing on the system and then called me trying to pass as customer service and was arguing with me on the phone talking bad about my partner. At that point I explained to him I do not like arguments and that I called customer services that where supposed to call me and not him because I did not like to argue and he hanged up on me. Then when I tried to call customer service again and the repairs team hanged up on me twice telling me they where passing me to the complaints team and hanged up instead. I finally got back in touch with customer service and still have a phone with does not work for a child that is being bullied and in danger and they are trying to ignore me. Would not recommend anyone to buy a phone of them unless you want the worst customer service in the world. I would have given them 0 stares rating but it does not let me.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews