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

“Had a deal with one of car phone weahouse company looked like a good deal but the service after words having beings passed over from one dep to another and almost a week no solution at all v upset spend almost £40 over the phone and u r declining that company nothing to do anything with carphone wearhouse and I received the emails from car phone wear hi overall v poor customer services Thnx A khan”

Helpful Report

Posted 9 years ago

“Date: 13/11/2015 11:47 I've sent this message on reviews as I have been unsuccessful in sending this via complaints department online ,I also tried to call the Carphone Warehouse and was on hold for 20 minutes awaiting the chap at the other end of the phone to give me the complaint department email address who was unable to give it to me as i was informed computers were very slow. I apologise now for those of you who have time and manage to read this. I received a text message thanking me for using Carphone Warehouse and based on my store visit how likely am i on a scale of 0 to 10 to recommend a friend. I thought this to be very ironic as after this email, you may be able to put yourself in my shoes and score it yourself. I have made several attempts to renew my contract with Carphone Warehouse. I revisited your store on 5th of November 2015 even though I was contacted by EE on many occasions to renew directly with them, but thought it would only be fair to return to the shop that had always given me such good service in the past. I was served by a very helpful lady called Tina who helped me to choose the best phone and tarrif with a Christmas gift card with a value of £200 and lot's of data. There was difficulties in providing the gift card as it was a new offer. After spending close to one and a half hours in the shop and several calls to various different help lines within your organisation by both Tina and Anthony (store manager ) without success. Although they had tried their best in order to give me the deal i had been looking for, I left the shop without a new phone contract and was very disappointed. I asked if someone could contact myself when the offer was available. About 4 days had passed and I hadn't heard anything, so I decided to go on my way home from work, which is located in Salisbury. I arrived at the Bournemouth Castle Point store 6.45 which I appreciate was close to closing time and as I am in retail myself it can be very frustrating for those who have been at work all day and customers turn up at the last minute of the day, however had I been able to renew contract on my previous visit I would not have done so. I was asked by a lady who was with a customer if it was a quick question To which I replied I would like to renew my contract. She said that she had another customer waiting for her and her colleague had to dash off. I left the shop feeling yet again very disappointed. When I returned home I decided to order the phone online which is against my principles as I myself am a showroom manager and would much rather order from a bricks and mortar shop. I selected the phone and tarrif and entered bank card details. It all seemed to to be going through easy until it came to the last 3 security numbers, it kept coming up in red writing not accepting the correct numbers being entered. After 3 attempts I gave up. I was so frustrated so I called the Carphone Warehouse and tried to purchase the phone,I spoke to a gentleman and went through the phone and tarrif that I wanted, I answered various security questions and then there was a big pause and I was told that the computer system was running slow and could he call me back on the following day, so I told him I would be in 7 0'clock once I finish work. On the Tuesday I returned from work at 6.30pm and was awaiting a call, as predicted I didn't receive one. After many attempts to renew it was beginning to ask questions about whether Carphone Warehouse actually wanted my business as it had been impossible up until now to upgrade my phone and contract. I decided to give it one last try and after I'd finished work on Wednesday 11th November I visited the shop at Castle Point again. I was served by Ben who seemed very helpful. He asked me what phone I was looking for, to which I said the Samsung S5Neo a good choice he said he had the S5. He asked what sort of tarrif I was looking for and I said I'd seen one with a gift card for £100 and also required a lot of data. He said that the gift card was not available with the phone as i thought this was the case he was very helpful in helping me find what I thought was the best deal. I paid£29.99 upfront and £29.99 a month which gave me 4gb unlimited texts unlimited minutes. Great!!! I had finally got my phone. I started using my phone later that evening and decided to look on Carphone Warehouse website and just looked at phone I just purchased. There on the website was the offer with gift card on upgrade, I felt cheated as I asked about gift card but was told it wasn't available with that phone on upgrade. The monthly payments were £2.50 more but no upfront costs and extra 1gb data. Is the reason for not offering gift card because nobody knows how to set it up? The next day i decided I would go into the store where I spoke to Mike (assistant manager ) I explained that I had asked Ben for gift card with the phone . He said that he was unable to do anything as I had signed the contract and that EE would not change it. I told him that i had brought it through Carphone Warehouse and that my contract was with them. I said I think it's unfair when you ask for something and a salesman gives you wrong information. He said he would have a talk to Ben when he came at one and call me then. I received a call back from Mike who had spoke to Ben who denied all knowledge of me having asked him about gift card. I have tried to keep calm through all of this, as this whole upgrade has been a very unpleasant experience and has cause unnecessary stress and as I am having open heart surgery next week I could do without it. I think that all things considered I've been both extremley reasonable and loyal, a good customer of which you'll see i have had 2 phone contracts for a number of years, I have 3 siblings who are also becoming of age whereby they will be wanting mobile phones. In view of the situation I hope Carphone Warehouse will do the right thing and keep me as valued customer. I look forward to your reply. Simon whitelock Sent from my Samsung Galaxy smartphone.”

Helpful Report

Posted 9 years ago

“I ordered a phone online, when I phoned to chase order, Carphone warehouse took a further £69.99 from my debit card without my knowledge, after several emails and hours on the phone I finally got a refund nearly 3 weeks later. I did not receive callbacks when promised, I was refused to speak to a manager regarding my complaint and was offered £15 store credit for my inconvenience which I have declined. I am surprised that there is no governing body ensuring that Carphone warehouse treat their customers fairly and have complaints process”

Helpful Report

Posted 9 years ago

“I have taken my phone to be repaired 4 weeks ago as it stopped working. After 2 weeks I received a text notifying me that the phone has been repaired and is ready to be collected. I checked the repair tracker online and it showed that my phone was repaired. Upon arrival at the Oxford Street repair centre the engineer tried to give me a mini version of my phone and when I pointed out that that is not my phone, he explained that my phone couldn't be repaired. This is unacceptable. The engineer told me that I can only get a refurbished one and that I will have to wait another week to receive it (this was also a lie as I had to wait 2 weeks). I explained that I don't want a refurbished phone as they are usually with problems. I called the repair centre to make a complaint and the lady kept me on the phone for 45 minutes explaining that they will register my complain but they can't do anything about it . I asked if someone will call me to try to resolve this problem and I was told that their department log the complaints but they don't do anything about resolving the issues. I asked for my old phone back and stated that I won't accept a refurbished one and I would prefer taking my old phone for a second opinion to a Samsung store and I was told that my phone has been recycled. Now, can someone explain to me how Carphone Warehouse can send my phone to be recycled without my consent? First of all the engineer didn't explain that my device will be recycled. He informed me that my phone will be repaired in around a week. If I knew this from the beginning I would have taken my phone to Samsung directly. And they are now saying that when I agreed to send my phone to be repaired I agreed to be sent for recycling in case it can't be repaired. This is beyond despicable. I was led to believe that if the engineers can't repair my phone, the phone will be sent to Samsung and that clearly didn't happen. Carphone Warehouse should respect their customers and try to support by giving correct information. I have not agreed to my phone being sent for recycling. It is the repair department's fault, lack of customer service management. I have received an email stating that if I don't collect the refurbished phone in 60 days they will send it as well for recycling. I have never experience anything like this before. I never had problems with Carphone Warehouse until I visited the Repairs Centre and hopefully the people who will read this review will think twice before going with their phone to the Carphone Warehouse Repair Centre / Geek Squad.”

Helpful Report

Posted 9 years ago

“Subject: Samsung Galaxy s6, 64GB, 24 Month contract with EE, bought at Carphone warehouse Hounslow on 13 Sep 2015. £110 device cost and £41.99 per month 24 months contract. Here is the summary of my experience with Carphone Warehouse Hounslow store. 1. The fast charger of the premium handset stopped working after 15 days of my purchase, when I went to report this issue, reply from the store staff is that, this is not covered in the warranty and after 25 minutes of requesting and explaining, they gave a spare used fast charger socket with a warning not to come back to the store again. 2. After 23 days, the device's screen developed a serious freezing fault, which stopped me using it properly and it was very random and I thought it's due to the screen protector which I applied on the screen to protect from scratches. I was very busy in the work, I could not visit the store immediately. I visited the Hounslow store on 13 October 2015 (just 30 days after the purchase). Branch manager checked the fault and accepted its faulty and I requested him to replace the handset with a new one, he bluntly refused and told me to come back next day to send the handset for repair. He gave a replacement handset a basic phone which is not useful me for my business needs. I returned this replacement handset back. 3. I waited 8 days, I did not heard anything, when I went to get an update on the progress in the repair, Branch Manager behaved rude. 4. The device got repaired after 10 days, when I went to collect the handset. I noticed a damaged mark (scratch) on the back glass of the device. 5. The staff refused to explain the fix and they refused to accept the damage done on the device while under repair. The serving staff said I was lying on all the above issues.( annoying and unacceptable ). Please consider the following, 1. Why should I NOT a have device for 15 days ( 5 days faulty screen + 10 days repair) for the amount I am paying monthly it's expensive. ? 2. Why should I have a damaged handset (acquired when it underwent repair)? 3. How much time I wasted visiting your store to resolve this issue? 4. What about my mental pain during these days and even now? I am NOT happy with this purchase and feeling really sad and frustrated about all these. Very bad Carphone warehouse service. I will never buy anything from Carphone warehouse from this day.”

Helpful Report

Posted 9 years ago

“I am amazed by the levels of incompetence of the carphone warehouse staff. After now being without my phone due to a damaged screen since last Friday and being continually mucked around I finally believed after speaking to the insurance team that the situation may be resolved. Stupid me. The first thing the insurance team told me was the staff member who initially tried to put the claim through caused the issue. Even though a member of staff at the branch told me my phone would be available Monday they were wrong, as the claim was being put through the system told her that the phone wasnt available and the branch should sort me a replacement. This it seems she disregarded and caused the ridiculous situation I am now in. So far I have been to the branch 4 times, emailed and phoned various departments, even earlier comments on Facebook were replied to in such a way to make it look like someone was trying to help only to not be followed up. This evening when I spoke to the insurance team I was told the branch that caused all my issues in the first place would be the ones that would have to sort the issue. My Note 3 was not available and they would have to sort me a replacement, I let them know that I wasnt happy that a branch that up to that point seemed to have done nothing to help me were now the people I had to rely on. I was told unfortunately there was no other option. I let her know I was on my way to the branch to get this resolved but I wasn't hopeful, I was assured that she would make notes on the system that would let them know what they needed to do but her department was there until 8 if they needed to speak to them. Imagine my amazement when I get to the branch and find im still stuck in the same situation, apparently in the 21st century because an incompetent member of staff pressed a wrong button nothing can be done for 72 hours! So I have now been to the branch 5 times paid carphone warehouse in insurance and excess fees close to £400 I still have no phone and will probably end up with a replacement phone that doesn't fit my needs! The company seems to be staffed by puppets that cant think for themselves that follow a set of rules there to look out for the best interests of their company and not the customer. They maybe a cheap place to get a phone but their phone insurance services and custmer service is diabolical and I would suggest thst unless you like being given the run around and annoyed by every member of staff you speak to its best to avoid carphone warehouses insurance and repair services like the plague.”

Helpful Report

Posted 9 years ago

“Purchased a Samsung galaxy core phone after 31 days camera developed a flash fault. After speaking with customer care on phone they suggested a replacement ecclesial rd sheffield refused replacement as fault could not be replicated in stores. Staff were rude and obstructive showed little interesting in my problem wouldn't even provide a replacement handset if phone was sent for repair. Atrocious staff attitudes. Never buying from them again.”

Helpful Report

Posted 9 years ago

“I was left waiting in store at Carphone Warehouse within Currys PC World High Street, Birmingham, B4 7TE because the store had a computer communication issue. All i was after was 3 usb charge and sync cables. I paid twice and the card machine printed a payment receipt but the store would not give me the cables because the card machine has not communicated the payment to their computer. an hour later i finally was given the product after the sales assistants did some back office system credit. No managers were around. I called the call center at the time and just got passed around and was not even able to make a complaint. I emailed Carphone warehouse, messaged on twitter and Facebook and so far noone has dealt with my complaint about how I was treated in store. I have written a letter of complaint and adding my experience to review forums to help other people steer clear.”

Helpful Report

Posted 9 years ago

“Their is not warranty in this company.I both 3 phones from them,one Samsung galaxy 3 neo,they refused to send for repair,they just re soft it and tell me that my phone is oky.This phone has been in 11 mounts,3 times to the warranty and is still with problems.The staff is very rude and they just ignore me.”

Helpful Report

Posted 9 years ago

“I went to Croydon (whitgift SC) and bought a phone from there! I went in, asked one of the guys over there for the phone, who then went to another person to ask him to serve me! After telling him again the phone details, he went and got the phone and gave it to a third person who came to me and didn't even know what he is doing! In front of me they were asking each other to serve me! I Was NOT happy with the Customer Services at All! As I normally visit Carphone warehouse! I went to 4 different stores yesterday! Just to find that none of them had it in stock but the customer services was more than excellent in all 4 Apart from this store where they had it in stock! The staff was arguing with each other and I was very disappointed! I asked the person who at the end served me, Why no-one was ready to serve! He had a go at me and yelled at me! Due to some reasons, I really needed a phone! But if it wasn't this important to have a phone, I was going to leave that shop right then and not buy from you store! This is the worst customer service I have faced! I have been to like 7 different stores of carphone warehouse in total, but this was ridiculous and outrageous! Someone needs to teach them how to serve and speak to a customer! Disgraceful! Never going there again! Even If I really have to will travel an extra mile to go place else then their!”

Helpful Report

Posted 9 years ago

“I bought a Samsung Galaxy Core Prime on an ID contract. I was told that I could upgrade the tariff during the 2 year monthly contract if I required more minutes. This is not the case - ID do not do upgrades. You have to pay for additional minutes at a ridiculous rate. I've now been in 3 Different shops and 3 times the staff claimed they did not know that ID couldn't offer upgrades. I was told to take my phone in to cancel the contract. Unfortunately I bought my phone on a trip to Manchester and apparently only that store can cancel on the contract. Also they can't port a number from an ID sim to another ID sim! This is supposed to be a UK company with a central database but they act like a local store. The customer service is very poor - email after email from a different person each time with lots of apologies and no action. Please stay away and if you don't stay away from the ID network”

Helpful Report

Posted 9 years ago

“Just got back from Carphone Warehouse shop and am spitting blood. Bought a Samsung Note 4 less than a year ago and the charger has stopped working. Was told that the phone is guaranteed for 2 years but the "bits in the box" are only guaranteed for 6 months. and as it's over 6 months since I bought the phone I'll have to pay £19.99 for a new charger! How can they get away with that? Surely the Charger is an integral part of the phone. No charger, no Phone, No?”

Helpful Report

Posted 9 years ago

“Purchased a iphone online in September on click & collect £512 Only to find out the store had no stock so i cancelled the transaction online Received an email back saying no problem your account will not be charged Two weeks later i receive my credit card statement with the charge on it £512! I rang the customer services and they asked me for my card details so that they could refund me my money and that it would take up to 10 days for the money to go back into my account. Low and behold weeks later still no refund! More calls to the call centre to god knows where it is asking for my refund On the phone to them for over half an hour...they are now telling me that they do not have my details This has to be the worst encounter i have ever had with a national company Still out of pocket and on hold This is definitely the last time i use the Carphone Warehouse”

Helpful Report

Posted 9 years ago

“Do not use this company, they sell faulty products and then refuse to help when a customer is in need. They sold me a faulty phone and I took it back a couple of weeks later, they fiddled with it and then told me to try that. He even told me the speaker was in the earpiece at which the Apple techician laughed when I told him and said "he is selling phones?" I have also spoken to Apple and they gave me some things to try. For the past couple of weeks I have been unable to get into town as my father is terminally ill and i have not had the time to leave the village as I am trying to run a business at the same time. They now want to provide me with a phone where I can't transfer my numbers as such losing business unless I sit and copy hundreds across manually which I don't have time to do, and then take it into town YET AGAIN . They really have no idea what is going on in the real world, all they care about is getting their money and that's it, I wonder what would happen if I stopped paying their bill, soon be in touch then wouldn't they? I really can't stress enough not to use this business or you may fall foul of their business practices”

Helpful Report

Posted 9 years ago

“This company is absolutely rubbish. STAY AWAY. WAS going to upgrade with them but was put off by there customer service and general outlook to customers. They try a hard sale when it wasn't needed and they couldn't answer basic customer query when ringing there customer service lines. The first time i rang they place dme on hold and sent me to another department. Second time I ring I explain the fact that I have been taking for a ride the previous call and want to speak to a manager. They then tell me to complain in 24hrs. Guys pay a bit more and go elsewhere. There is a reason why this company is cheap they have a cheap standard of service,. Expect cheap for cheap. Happy Shopping.”

Helpful Report

Posted 9 years ago

“saw a deal i liked online so i called to get more info on it. the sales guy on the phone pretended to offer me a better deal which had a higher upfront cost than the deal i wanted (so im guessing better commission because i dont see any other reason why he would lie) anyways he promised me the deal was better and had this one particular thing i needed from the contract. he never gave me an order reference number so i called back literally 2 mins later and was told my order didnt exist and that i wasnt allowed to speak to anyone except the guy who made my order as i didnt pass data protection. they got my surname wrong and my address wrong!! it took a week to even get an order reference and even then i wasnt allowed to speak to anyone using the customer reference or even cancel the order. i was so fed up! I had no information about my phone for a whole week and then all of a sudden i was given an email on friday evening saying my phone had been dispatched, no details as to when dpd will deliver it or roughly when it will come and customer services had no idea as well (the order number given on the email was one which was already collected in feb2015 when i made the order in oct 2015). i finally got the delivery sorted and received my phone and thats when i realised my contract didnt have what i had originally asked for. so i logged a complaint and got a call back on a friday evening three weeks later saying because it was their fault they would speak to vodafone and add it to my contract. they told me to call vodafone and confirm on that monday. When i spoke to vodafone they had NO CLUE what i was on about and told me to speak to carphone warehouse. the sales guy told me to 'trust him' and that it was all sorted and when i demanded for written proof this time he sarcastically agreed and hung up on me. Vodafone still have no clue what is going on. i've literally been going round in circles and i really do not recommend carphone warehouse to anyone. they are completely useless”

Helpful Report

Posted 9 years ago

“So, i went to cwmbran store for the ipad air 2 in space grey on pay monthly, we went through credit checks etc and he was ready to place my order for him to then tell me that the colour i wanted was out or stock.. Couldnt he tell me at the beginning? So i chose another colour and i paid £30 upfront to reduce my pay montly costs, after everything was sorted he told me that i have to have it delivered and its free next working day delivery, i ordered this on wednesday.. Its now saturday. Not happy”

Helpful Report

Posted 9 years ago

“will not fix my asus tablet phone asus phone asus no good”

Helpful Report

Posted 9 years ago

“This company calls me nonstop because my contract with another company is due to end. I hate marketing calls so will not consider them in my choice.”

Helpful Report

Posted 9 years ago

“Worst service I have ever recieved, really don't go near them with a barge pole. Have an opperation comming up missed my scan because the phone does not work and they really don't care and won't change the phone or any sort of replacement even though the faults started after two weeks of me having this new Samsung phone.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews