Carphone Warehouse Reviews

Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.56

1.6 Rating 1,638 Reviews

13 %

of reviewers recommend Carphone Warehouse

1.6

Based on 1,638 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

“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

“I would not give any stars out of choice, but I have given 1 star so that I could write a review to warn against dealing with this company. They are only interested in clinching a deal. All the agents I spoke to from telephone sales were totally misleading and really did tell downright lies to make a sale. I also could not believe how unpleasant they were, trying eventually to bully me into buying. I do not know how they get away with it. The company must know about their employee’s unethical methods/sales tactics. Don’t they care about Carphone Warehouse’s reputation? It would appear that I am not unique in my experience. Their status as a company has been totally destroyed and with justification.”

Helpful Report

Posted 6 years ago

“Had used them for a couple of phones but my last upgrade was preceded by a rather rude call from head office Edinburgh. I explained that I prefer to go into shop but the caller wanted me to do it online and wasn't taking no for an answer. Wouldn't use them again.”

Helpful Report

Posted 6 years ago

“Went into store to look at options for a potential upgrade as I had just come out of contract. As there were no deals on a Samsung Galaxy S9, I was told by the sales guy that I could take out a SIM only contract with Vodafone to save some money and, as long as I stayed with Vodafone, I would be able to upgrade to a new Pay Monthly contract as soon as I found one that I liked. Just over a week later, following an accident with my current phone I went back to the store to upgrade only to be told that I couldn't as the contract that I had signed in fact locked me in for 3 months. The store manager said "there was nothing he could do" and suggested that I speak directly to Vodafone. I have contacted Carphone Warehouse Customer Services four times. Each time they tell me I will receive a call back in 24-48 hours. After nearly two weeks I am still waiting (allegedly for a regional manager to call me). They have mis-sold a product to me and appear to have no intention to resolve my complaint. Awful company with, at best, poorly trained staff and, at worst, fraudulent practices. avoid at all costs! Industry regulator and trading standards next stop for me.”

Helpful Report

Posted 6 years ago

“A horrible company. You can tell they are now part of Dixons. Just want to sell you something and not interested in resolving problems. Offered new phone upgrade by telesales but store clearly didn't want to help with upgrade and made it clear that they didn't want me in the shop on Saturdays to collect phone as it would interfere with customers service...?Cancelled contract by email and complained. Three e mails from different handlers and still not sorted They failed to cancel contract so I couldn't go Sim only with my provider. Phoned customer service - over 40mins left constantly hanging on phone while operator 'checked details'. Still hanging on phone whilst they pretend to transfer me to a supervisor, hoping I'll hang up. They are a disgrace to the industry.”

Helpful Report

Posted 6 years ago

“Went into store and got what I thought was a good deal for sim card only, got everything switched from my old sim, only to find that there was absolute no network in my area, the manager was not interested and basically said it was not their responsibility to check the strength of the signal - will not be going back, and I was still out of pocket.”

Helpful Report

Posted 6 years ago

“Got a sim only deal through CPW and was advised I would receive a cheque for £50 after 30 days as part of the deal.................now on day 70 and no cheque. Complaints team totally useless. Logged it and advised £15 extra for my troubles. That was all supposed to be with me 10 days ago! Excuse after excuse! They don’t have a clue. Never call back when they say. Anyone else still waiting with similar issue? Maybe it’ll be here for xmas🙏🏼”

Helpful Report

Posted 6 years ago

“Never received phone got delivered to wrong place an been trying to sort this since xmas”

Helpful Report

Posted 6 years ago

“Extremely poor customer services ordered phone upgrade before Xmas. Delivery company delivered to wrong address an was signed by completely wrong person.tried on numerous occasions to rectify but have had no joy been customer of carphone warehouse for 9 yrs will NOT EVER EVER USE THIS SHOP/ONLINE SERVICES EVER AGAIN -10/10 be careful when getting your phone from them ...🤬🤬🤬🤬 🤬🤬🤬🤬”

Helpful Report

Posted 6 years ago

“Wasted 20min trying to reserve an item to buy in store just to find out they no longer do that option and now you have to pay just to reserve and I didn't think it's fair so ended buying it in argos for £10 cheaper than you and already collected it, all done in 30min😂so yeah you've just lost £200!lol well done”

Helpful Report

Posted 6 years ago

“The customer service is refusing to help me saying it's not there problem.”

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Posted 6 years ago

“Decided to treat myself to a new phone. Out of the 4 I picked to look at none in stick. Do they actually sell phones or is it just a front to have you waiting around so the store looks busy.”

Helpful Report

Posted 6 years ago

“Sent a perfectly excellent condition fully-working phone for £135 trade-in, to be told over a week later that it is non-working due to missing pixels and would be paying me just £35!! What a load of rubbish! Nothing wrong with it and now I have to wait another week for it to come back to me to now trade elsewhere. Not happy as this is a perfectly good phone and feel that I have been scammed as I could have traded this phone elsewhere and got a new phone from Apple!”

Helpful Report

Posted 6 years ago

“what a circus, 5 conversations with them, promises to resolve the problem, refusal to send the recorded conversations unprofessional and still after 5 weeks i haven't got a phone, but two payments gone out. i cant believe how bad the car phone warehouse people are. its disgraceful how inconsiderate or knowledgeable they are about anything. im flabbergasted, i only wish i had looked on here first. people please take note of these reviews, i only put 1 on to get on here, the dont deserve any starts at all.”

Helpful Report

Posted 6 years ago

“When my existing contract ran out I was called to renew. I opted to keep the same phone and have sim only. The guy on the phone said I would receive £50 back and a free phone(which I didn't particularly want) in case of loss or accident. It took 3 months to receive the £50 cheque and I got a really tacky, cheap basic phone, which I have never used. I now want to up grade my phone a year later and have been told that the guy on the phone took out another contract for a phone(the free one I receive) and I have to pay £140 to end the contract I never had any knowledge of in the first place. To be fair the assistant in the store was very helpful and told me to make a complaint to customer service to get my account cleared of this charge. Easier said, it took 5 times of calling to actually get through to someone who told me it would take 7-10 days to sort out, so I now can't get my new phone until it is done. It remains to be seen what happens next, but will be complaining to Ofcom. This is surely fraudulent!! What a total con!!”

Helpful Report

Posted 6 years ago

“Ordered my phone online but there was a problem and when it finally went through they weren't enabled to deliver it to the store or to my address. It also took money from my account twice before the order went through properly.”

Helpful Report

Posted 6 years ago

“Extremely poor. Had a phone for 5 weeks and it stopped responding to the touch screen. They said because it was older than 4 weeks they were allowed to repair it rather than replace it and I would have to send it away for two weeks. Bought another phone elsewhere, not worth the bother. Never use them again.”

Helpful Report

Posted 6 years ago

“The worst customer Services ever. Avoid it!”

Helpful Report

Posted 6 years ago

“Did a trade in for the s10 at 235. I sent my phone away and they received it. I have been waiting over a month now for money and spoken to lots of call staff awaiting manager call backs which never happen. It appears they have lost my phone :) looking to open a claim against them.”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,638 reviews