Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.57

“I took my Sony Z3 back to the store in Watford town centre when it became faulty. It was still under warranty and they agreed to fix it. Just over two weeks later they contacted me and told me it was all fixed and to collect it from the shop. When I arrived they told me that they hadn't been able to fix it and tried to palm me off with a much cheaper phone, which I refused. The manager told me that he would arrange a replacement and that I would be contacted. After a month without my phone I had to go back down there as no one had been in contact and demand some answers. After much wrangling (I was in the store for a considerable time) they offered me a cash settlement of two thirds of the price of a replacement, which I also refused. They have now agreed to replace the phone, to which the manager has admitted I am "lucky" to be getting, although I have to return again next week and pick up. I don't have a lot of faith that this will actually happen and anticipate having to take the senior management to county court.”

Helpful Report

Posted 8 years ago

“This is my 2nd contract with Carphone Warehouse and I've never had an issue until this last 2 weeks. I took out a contract for the Samsung S7 Edge which is one of the more expensive phones and came out with a good deal and was pleased with the service I received. Recently a red line appeared on my screen which turned out to be dead pixels so I went in store to get this resolved. It took 1 hour to just simply send off my phone to repair! I was dealing with a trainee so I understand he was learning but he couldn't get my sim card out and when he did, he got it stuck in another phone! Then if it wasn't for his manager noticing, I would of left the store with a standby phone which wouldn't of even worked on my network. The phone I was also given to use while mine gets repaired, is the worst phone I have ever used! I have 2 apps and 4 photos. The memory is full! I was told to expect my phone back in 7 days but it could take longer and I could track the progress online. 1 week went by and the online tracker hasn't even acknowledged my phone was received. This concerned me as I wasn't confident the trainee had done it correctly. I googled 'Carphone Warehouse' and used the number I found to ring the store to find out what was going on. They assured me my phone had been sent but the online tracker isn't updated regularly. I was happy to hear they had sent my phone although a bit frustrated because things weren't moving quickly. I used this number a few more times to get updates. I then noticed my bill for the month was £50.95 instead of the usual £38.00. The number to contact Carphone Warehouse had been charging me! I then checked my usage to find more additional charges of £30.51 was going to be added to my following bill!!!!! Again all because of my phone calls to Carphone Warehouse. I went in store thinking I would be compensated in some way for these ridiculous charges but I was offered discount on a phone case!!!! Why on earth would I purchase a phone case??? I definitely could not afford one now due to all of these crazy charges. I left the store angry and called Customer Complaints to be told that it is my own fault and there is a freephone number on the website! Well that's great but if you google Carphone Warehouse you do not get the number they are talking about. If anyone ever needs a number then what do they do? Google it!!!!! I will never ever be using Carphone Warehouse ever again as soon as my contract is over.”

Helpful Report

Posted 8 years ago

“Have you pre ordered something from Carphonewarehouse and later told it wont arrive on the agreed date? Ask Carphone Warehouse for a reasonable compensation (minimum £60) or if they refuse email the CEO sebastian.james@dixonscarphonegroup.com AND make sure to contact the media, BBC, Sky News,CNN all the newspapers and then contact your bank and Do a charge back, everyone!”

Helpful Report

Posted 8 years ago

“I ordered a Samsung S 7 Edge which according to CarPhonewarehouse comes with a VR headset. Thought will upgrade my current contract with them. So went off and upgraded it and found that my invoice doesnt show the VR anywhere. So spoke to their support team and one guy said that keep our chat as proof. I said ok. Got my phone in post and no VR headset so thought something isnt right here so called their support. The guy on the phone tried to help me as much as he can and said first that the offer is not valid anymore and i said well its on your website and hence i went through the process or else would have gone to the shop and done it. and then the person said that oh you never added it to your basket. it was like going round and round in circles. The support guy said well if you don't want the phone anymore then you can send it back like in other words we don't really care if we have your business or not. Nice way of treating a customer. I was thinking of leaving them all together and give the phone back to them but then later on i found out from the T&C on their website that its something that the end user needs to do directly with Samsung rather than CarPhoneWarehouse. So top marks for the phone, top marks for samsung but no marks for Carphonewarehouse.”

Helpful Report

Posted 8 years ago

“Where do we start - I phone 7 ordered for sons birthday guaranteed delivery Monday 19/9, then due to unforseen circustances would be today Tues 20/9 no emails no texts so rang them to establish they dont even have any stock of these phones and not to expect a delivery until 23/9 at earliest even though website states that they have in stock and can guarantee next day delivery. FALSE ADVERTISING!!!! - upgrade fee of £100 been taken from my account though. Nice birthday present for the son - NOTHING TO OPEN! Customer services useless and just keep lying. Awaiting call back from complaints department.”

Helpful Report

Posted 8 years ago

“Purchased the Galaxy Note 7 and received it on 30th August. Phone developed problems on the third day just as the worldwide recall was announced by Samsung. Went into flagship store in Birmingham City Centre for help and phoned customer services for help. Over the next 3 days spoke to several people over the phone and in store, no 2 person would give same information. I find it extraordinary that in this day and age with such advanced IT infrastructure in terms of network systems and intranets in place at top companies that a uniform response wasn't handed down by top brass and relayed to customers. Then again maybe CPW ain't a top company. Barring 1 or 2 exceptions the customers service provided over the phone and in store is to put it mildly a demonstration in how to lose customers. The poor service is a result of either bad training, company policy to employ rude unhelpful people or just employ uneducated people who are not mentally developed. I cannot stress how unhelpful and rude the over the phone and store staff are as well as completely incompetent. To this day even after the Note 7 exchange program has been launched the company can't give me a date as to when I will receive my replacement Note 7. Samsung UK website says that customers will receive like for like replacement handsets week beginning Sep 19, CPW say that they will be giving Galaxy S6 as a replacement until they receive replacement Note 7's from Samsung in three weeks time. When I relay this information to Samsung UK they say this is incorrect, now who's telling the truth? I don't think Samsung have covered themselves in any glory in this matter either. I remember going into Phones 4 U just before they went into administration and thinking how rude and arrogant the staff were. The rest as they say is...”

Helpful Report

Posted 8 years ago

“The great carphone warehouse iPhone scam.. they sell you an iPhone on a 2year contract, the phone breaks down after 18 months, they tell you it's outside their 12 month warranty period and you will have to pay for the repair even though iPhone warrenty their phones for 2 years, so what happens?? You pay carphone warehouse to repair your phone, they send it off to apple because as they purchased the phone from Apple it's still under warrentyand appke repair it free under their 2 year warrenty so carphone warehouse rip its customers off for a repair that is FREE. Avoid this company at all costs they are rip off merchants.”

Helpful Report

Posted 8 years ago

“ANSWER YOUR COMPLAINTS! Stop mis-selling products it's illegal! Never use this company unless you like setting fire to your cash.”

Helpful Report

Posted 8 years ago

“Utterly hopeless, DO NOT USE. - UPDATE 20 days later and STILL NO REFUND!! AVOID AT ALL COSTS these people LIE!!!!! I ordered a SIM free Galaxy S7 Edge at midday on the Monday, checked stock at my local store to ensure it was in-stock so I could collect that afternoon and completed the order. At which point the website said it would be ready for collection on the Thursday (why… it was in stock?) . I did not receive any email confirmation of the order, so three and a half hours after placing it, I phoned Carphone Warehouse, but they could not find the order and put me through to the web team, who were adamant that since the order was not on their system, and I had received no confirmation, then I had not completed the order process correctly, and my card had definitely not been charged. Given this info, I went into the store that night and purchased the handset. I then received a text message at 9:15 pm to say my click and collect order was being processed. I called Customer Service (45 minutes of my life that I will never get back!), who claimed I had placed the order at 6:15 pm that night but because the web team had finished for that day, it could not be cancelled… I would have to visit the store. No-one could explain why I had not received an email despite the correct email address being on the order, as was my phone number, since I did receive a text. I requested a Manager call back and a web team call back to resolve the fact that I now had £630 charged to me for an order which they denied I had placed at 15:30, then claimed I had placed it at 18:15 but had failed to confirm at all. No further word from anyone and NO CALLBACK, so on Thursday I was forced to visit my store and complain. The unhelpful store staff claimed they could not cancel the order because it was a web order, which would be refunded after 14 days on my card if I did not collect the item, I would have to call the web tam on my mobile, at my expense! After a LOT of insistence they let me use the store phone to contact Customer services, whereupon I began a 1 hour 45 minute phone call, which every 20 minutes whilst an advisor had me on hold, the call would be picked up by a different advisor, causing me to have to go through all the security check again and re-explain the problem (this happened FOUR times, and involved both UK as well as South African advisors!). Eventually the web team refunded the unwanted handset, but would not accept that anything was their fault, nor offer any compensation. Customer services finally offered £25 for my fuel and phone bill (over two and a quarter hours on the phone) which given the monumental cockup, and inability to resolve it, or call me back, or accept any responsibility is completely unacceptable in my view. I will NEVER use them again under any circumstances UPDATE: Here we are, 20 days on from my initial report, after a PROMISE of a refund, plus £25.00 compensation for my fuel/phone/trouble, within 3-5 working days and... yes, you guessed it, NO refund yet issued almost a MONTH later! instead, the full £629.99 is now on my credit card statement, so i need to pay it to avoid interest charges, but it's for goods i never ordered (according to them) and certainly never received. amazingly (instead of refunding the money) Carphone Warehouse emailed me today asking for details of the issues i have been experiencing, and reporting on TrustPilot. Simply unbelievable. If i could score NEGATIVE stars i would. Next stop small claims court to get this sorted out properly in front of a Judge!”

Helpful Report

Posted 8 years ago

“Utterly hopeless, DO NOT USE. - UPDATE 20 days later and STILL NO REFUND!! AVOID AT ALL COSTS these people LIE!!!!! I ordered a SIM free Galaxy S7 Edge at midday on the Monday, checked stock at my local store to ensure it was in-stock so I could collect that afternoon and completed the order. At which point the website said it would be ready for collection on the Thursday (why… it was in stock?) . I did not receive any email confirmation of the order, so three and a half hours after placing it, I phoned Carphone Warehouse, but they could not find the order and put me through to the web team, who were adamant that since the order was not on their system, and I had received no confirmation, then I had not completed the order process correctly, and my card had definitely not been charged. Given this info, I went into the store that night and purchased the handset. I then received a text message at 9:15 pm to say my click and collect order was being processed. I called Customer Service (45 minutes of my life that I will never get back!), who claimed I had placed the order at 6:15 pm that night but because the web team had finished for that day, it could not be cancelled… I would have to visit the store. No-one could explain why I had not received an email despite the correct email address being on the order, as was my phone number, since I did receive a text. I requested a Manager call back and a web team call back to resolve the fact that I now had £630 charged to me for an order which they denied I had placed at 15:30, then claimed I had placed it at 18:15 but had failed to confirm at all. No further word from anyone and NO CALLBACK, so on Thursday I was forced to visit my store and complain. The unhelpful store staff claimed they could not cancel the order because it was a web order, which would be refunded after 14 days on my card if I did not collect the item, I would have to call the web tam on my mobile, at my expense! After a LOT of insistence they let me use the store phone to contact Customer services, whereupon I began a 1 hour 45 minute phone call, which every 20 minutes whilst an advisor had me on hold, the call would be picked up by a different advisor, causing me to have to go through all the security check again and re-explain the problem (this happened FOUR times, and involved both UK as well as South African advisors!). Eventually the web team refunded the unwanted handset, but would not accept that anything was their fault, nor offer any compensation. Customer services finally offered £25 for my fuel and phone bill (over two and a quarter hours on the phone) which given the monumental cockup, and inability to resolve it, or call me back, or accept any responsibility is completely unacceptable in my view. I will NEVER use them again under any circumstances UPDATE: Here we are, 20 days on from my initial report, after a PROMISE of a refund, plus £25.00 compensation for my fuel/phone/trouble, within 3-5 working days and... yes, you guessed it, NO refund yet issued almost a MONTH later! instead, the full £629.99 is now on my credit card statement, so i need to pay it to avoid interest charges, but it's for goods i never ordered (according to them) and certainly never received. amazingly (instead of refunding the money) Carphone Warehouse emailed me today asking for details of the issues i have been experiencing, and reporting on TrustPilot. Simply unbelievable. If i could score NEGATIVE stars i would. Next stop small claims court to get this sorted out properly in front of a Judge!”

Helpful Report

Posted 8 years ago

“Utterly hopeless, DO NOT USE. - UPDATE 20 days later and STILL NO REFUND!! AVOID AT ALL COSTS these people LIE!!!!! I ordered a SIM free Galaxy S7 Edge at midday on the Monday, checked stock at my local store to ensure it was in-stock so I could collect that afternoon and completed the order. At which point the website said it would be ready for collection on the Thursday (why… it was in stock?) . I did not receive any email confirmation of the order, so three and a half hours after placing it, I phoned Carphone Warehouse, but they could not find the order and put me through to the web team, who were adamant that since the order was not on their system, and I had received no confirmation, then I had not completed the order process correctly, and my card had definitely not been charged. Given this info, I went into the store that night and purchased the handset. I then received a text message at 9:15 pm to say my click and collect order was being processed. I called Customer Service (45 minutes of my life that I will never get back!), who claimed I had placed the order at 6:15 pm that night but because the web team had finished for that day, it could not be cancelled… I would have to visit the store. No-one could explain why I had not received an email despite the correct email address being on the order, as was my phone number, since I did receive a text. I requested a Manager call back and a web team call back to resolve the fact that I now had £630 charged to me for an order which they denied I had placed at 15:30, then claimed I had placed it at 18:15 but had failed to confirm at all. No further word from anyone and NO CALLBACK, so on Thursday I was forced to visit my store and complain. The unhelpful store staff claimed they could not cancel the order because it was a web order, which would be refunded after 14 days on my card if I did not collect the item, I would have to call the web tam on my mobile, at my expense! After a LOT of insistence they let me use the store phone to contact Customer services, whereupon I began a 1 hour 45 minute phone call, which every 20 minutes whilst an advisor had me on hold, the call would be picked up by a different advisor, causing me to have to go through all the security check again and re-explain the problem (this happened FOUR times, and involved both UK as well as South African advisors!). Eventually the web team refunded the unwanted handset, but would not accept that anything was their fault, nor offer any compensation. Customer services finally offered £25 for my fuel and phone bill (over two and a quarter hours on the phone) which given the monumental cockup, and inability to resolve it, or call me back, or accept any responsibility is completely unacceptable in my view. I will NEVER use them again under any circumstances UPDATE: Here we are, 20 days on from my initial report, after a PROMISE of a refund, plus £25.00 compensation for my fuel/phone/trouble, within 3-5 working days and... yes, you guessed it, NO refund yet issued almost a MONTH later! instead, the full £629.99 is now on my credit card statement, so i need to pay it to avoid interest charges, but it's for goods i never ordered (according to them) and certainly never received. amazingly (instead of refunding the money) Carphone Warehouse emailed me today asking for details of the issues i have been experiencing, and reporting on TrustPilot. Simply unbelievable. If i could score NEGATIVE stars i would. Next stop small claims court to get this sorted out properly in front of a Judge!”

Helpful Report

Posted 8 years ago

“To give one star is generous. Tried two stores, just in case the staff in Crayford (who were only interested in helping those under 25, female, etc) were an anomalies but sadly not, Bluewater staff lacked integrity and common sense. Told them exactly what I wanted, they said they could help. However after giving details over 15 mins (including bank details!) was told that giving £199 upfront was great deal as I didn't need to worry about a delivery and they gave enhanced pay back for old iPhone (which was a clear lie)?! Incredulous that thheu would think I was that stupid. Went online and got iPhone 7, no cost, no increase in monthly cost. Carphone Warehouse have had their day and are a joke.”

Helpful Report

Posted 8 years ago

“Useless pre order, 359 king road branch, done pre order last friday 9september they said sure i can recieve my phone on 16 september but now, the staff said i need to wait 7 october and they ask to pay insurance straight away”

Helpful Report

Posted 8 years ago

“Appalling customer service. Price Match promise offered in-store so I signed up for a two year contract on the basis I was assured they were the most competitively priced and would match any better deal if I could find one. The next day I found a better deal (on their own website!!) which I wasn't offered the previous day. Went back in to the store and was told by their 'manager' that they only offer the Price Match at the point of sale, despite it clearly stating in the terms and conditions on their website that they will match a cheaper deal within 14 days and despite the fact I told the guy who sold me the contract that I had seen price promise advertised online. At no point did he correct me and tell me that the in-store policy was different to the online policy.”

Helpful Report

Posted 8 years ago

“Really disgusted with both advice received and attitude of carphone warehouse following a recent visit to upgrade. We were advised that a change from Vodafone to EE was beneficial but even though asked was not advised that there would be early termination fee on my contract was actually told Es out of contract. Will most certainly not ever use carphone warehouse again and will ensure to warn everyone I know that they can most certainly not be trusted. Patricia Garwood”

Helpful Report

Posted 8 years ago

“A J3 I had for 3 weeks developed a fault with bluetooth, Phoned customer 'care' as advised but no link to a real person. CW's talk to us doesnt work!! Passed a CW store. Leave it with us and we'll check it out, will take 2 weeks!! Or...go to a Geek store (at your cost) and they'll check it out!! Hello! If it's tampered by a 3rd party my warranty is worthless!! So.....??? I won't be using CW again in fact even reconsidering my ID contract!!!”

Helpful Report

Posted 8 years ago

“Would not honour a price being advertised on their website. Rude customer service. Complaint ignored.”

Helpful Report

Posted 8 years ago

“Bought a phone online, because it stated next day delivery before 5pm and instock on the website. Recieved an email saying that my order was processed but my phone was on back order and could usually take up to 2 weeks. This is discusting and selling phones under false pretences. They took payment and took over 20 mins on the phone to cancel my order. I wouldnt risk ordering anything from their website in future. I dont like companys that operate like this.”

Helpful Report

Posted 8 years ago

“I got Sony M4 Aqua from Carphone Warehouse and after a year it had a hardware failure and was replaced as was still under warranty. No complaints there. 3 days later I had a problem with it not charging and found that squeezing the phone near the USB port allowed it to charge, so obviously a bad connection somewhere. I took it back to my local Carphone Warehouse shop and they sent it off to the Geek Squad for repair. When it came back I was told that the issue was resolved with a firmware update which I queried at the time as it was an obvious hardware fault. "That's what it says on the repair report" I was told. About a month later the screen stopped working so I took it back to the shop again only to have it returned a couple of weeks later telling me that they couldn't repair it as it had been modified, opened or had an unauthorised repair. It turns out that the thermal film, RS cabletop, USB gasget and BTB connector (not sure what they are) were missing from my phone. So it looks like they made a mess of the previous repair and covered it up by saying it was a firmware update so it appeared that they didn't have to open it. Totally disgraceful behavior bordering on criminal. After a week I'm still in the process of disputing this but I'm not really getting anywhere as their customer service would appear to be as bad as their repairs. The shop tells me to contact the repairs team and the repairs team tell me to contact the shop and so on... If you are thinking of getting a phone or having one repaired by them DON'T!! I certainly will never use them again.”

Helpful Report

Posted 8 years ago

“Website states phones ordered before 5 pm will be delivered next day. I ordered mines at 11:00 on Thursday morning and still not received it by Saturday. I called customer services and was told that the payment had not come out . I made the payment again and now have to wait until Tuesday. Angered that they did not call me but waited for me to call them. From reviews looks like CPW miss next day delivery often.”

Helpful Report

Posted 8 years ago

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

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