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

“took my iphone in to exeter store on Wednesday for a broken screen to be replaced under the insurance paid the £60.00 excess charge was assured it would be ready to collect next day with all the photos and contacts swapped and to come in after 3.30pm, guess what went back no phone, told that dpd could not find them despite delivering there most days ? lent me a phone and put my sim card in got home could not answer phone calls oh well. went in again today Saturday once again no phone, now the problems really start asked for my sim card back which i got gave them there crap phone back asked for my broken phone back and said i would bring it back when they had found my new phone then told no not a chance it was now there phone and i was only going to get a repaired phone anyway when ever it turned up. So no iphone 6+ no £60.00 no replacement phone. to add insult to injury after spending over 1 hour while they kept disappearing behind closed doors and despite telling them over and over i was in a car park the other end of town with timed cameras i finally gave up and left yes i was over the time so expect the ticket in the post If i do not get my phone back on Monday i will be reporting them to the police for the theft of my phone as i do not understand how my phone became there property. i shall also be taking them to the county court. no wonder they are in trouble oh by the way they did tell me i was due for an upgrade and what phone would i like, taking the #### or what”

Helpful Report

Posted 7 years ago

“phone customer customer support staff in S.Africa couldn't care less... entertainingly poor attitude if you didn't need them to do something.... Good luck is all I can say!”

Helpful Report

Posted 7 years ago

“Avoid carphone warehouse like the plague I ordered a phone from the Goole branch it came to late so wanted my money back that was july25th I'm still waiting now September 15th they've supposed to put in in my bank twice they've not enough money in the till head office will send a cheque among excuses I've phoned head office four times but I'm still waiting for my refund disgusting robbing place”

Helpful Report

Posted 7 years ago

“Appalling customer service today at your merry hill store whilst trying to resolve being mis sold a contract. No idea how to resolve the issue of the store incorrectly advising me that they would cancel my 02 contract and clear any outstanding balance / fees. Please can you resolve the issue of the store incorrectly advising me that they would cancel my 02 contract and clear any outstanding balance / fees. Due to the store I now have two contracts with two networks for the next two months. The assistant manager has now advised me that 'we can cancel 02' actually means you have to cancel but we won't tell you that and 'we can help with the fee for you don't worry about it' means they will just pay 1/4 of the balance and not tell you to clear the remainder. Apparently I can not complain as carphone you are not regulated and I can not go above the store managers decision? They were treating my like I was a liar, telling me I was imaging things, speaking to me like I did not know what I was talking about. After an hour of being made to feel silly and not being listened to I was told I had an attitude by a member of staff who was observing the situation and laughing the entire time.”

Helpful Report

Posted 7 years ago

“ordered a pay monthly deal samsung s8+ with free VR Headset, called to check on order and a really ignorent guy was adament i cancel and take a completely different deal instead, i said no and he hung up on me and refused to tell me anything about my order, the morning after i called, the ignorent advisor canceled my order out of spite, nothing they could do about it.. made another order, but only the phone came, no headset, called tham again and they told me it was in the same bag, and that im trying to con them into sending me another headset, and that if i cancel my contract, they will take me to court, iv experienced bad customer service, but this is off the scale shocking”

Helpful Report

Posted 7 years ago

“Ordered online one day service for b/d gift.still waiting 2days now.wtf service.poor delivery service. Why the h### pay for one day express delivery..rubbish rubbish rubbish”

Helpful Report

Posted 7 years ago

“Ordered online and had the order confirmed. Got a mail to call the sales team to complete the order. Turns out the deal is no longer available (it's still online 3 days later though) and the option he gave me was an extra fiver a month and an extra £50 up front on each handset. It's a scam pure and simple to sucker you into paying more. I went with mobile phones direct and got my preferred handset with no upfront cost, the same monthly payment and an extra 5gb of data - on my original network and number!”

Helpful Report

Posted 7 years ago

“"I called Carphone warehouse for a quote on an I phone and I said I'm due for an upgrade with EE so they said we need your bank details to do this so I said why and they gave me some stupid answer so I thought why should l give them my bank details that's ridiculous so I hung up .Another time afterwards I called them and asked for the same thing and I said to the girl do you need my bank details to do this and she said no ,so she asked me all my details like name , address ,Dob ,tel no and then said oh sorry yes I need your bank details so I said to her so you lied to me to get my other details ,then I I said let me spk to your manager .The manager came on the phone and gave me a load of bull shit" and was a waste of time. To me they're a load of lying sharks and I definitely would not ever deal with them ever again as I don't trust them !!”

Helpful Report

Posted 7 years ago

“Horrendous service. Would never use again.”

Helpful Report

Posted 7 years ago

“Appalling company, do not use, ordered a phone and was asked to provide more details, awful South African call centre who kept on ignoring on what I was asking, could not answer many of my questions, my order was not completed and was cancelled on the spot, think I have had a lucky escape, in my view never sign a contract with these people, I can certainly see why the share price has slumped recently with poor sales recorded, please not delete this review from here CPW just simply use it as constructive feedback.”

Helpful Report

Posted 7 years ago

“Just back from Bedford St johns. Waited ages for service - the guy (Charlie!)who eventually served me seemed more interested in his computer. He knew nothing about the products - I asked which were Dual Sim - answer 'I think the Nokia 3 but I will have to look at the box - its in the store room'. Asked him about the difference between the WileyFox and the WileyFox + - answer 'the WileyFox + has a bigger screen' One look at the catalogue - both the same size screen. He clearly was bullsh+++ing me - so why would I believe anything he said. CW - get some mystery shoppers out there and sharpen up your act”

Helpful Report

Posted 7 years ago

“I got my upgrade with Carphone Warehouse. 8 months later the phone is not working with various issues. I am asked by the Store where I upgrade to take it to their Repair Centre within the same shopping area, in Canary Wharf. I take the phone and explain all the issues. They take my phone in for 'repair'. 1 week later I get a message on my phone saying 'Repair Completed'. I go in to get my phone from the Repair Store and they hand my handset over to me saying that it was already externally damaged, and hand my phone back to me! THIS WAS NOT TRUE. I was told by an extremely rude and unprofessional 'assistant manager' to go to Samsung instead and sent me packing as my 'financial issue' where I was paying my line rental for this phone was not his problem, and sent me packing! Overnight I had an email by one of his colleagues saying (WITHOUT AN APOLOGY for getting their facts wrong and for the episode in their store the night before) to go back to the store and they will repair my phone for free. I have complained, and I was promised a phone call from either a Regional Manager or a Store Manager, but NO CALL to date!”

Helpful Report

Posted 7 years ago

“Awful service, been waiting 2 weeks for my upgrade to be delivered which has never been received...it's been sat in a depot and I've been told by carphone warehouse and dpd another awful company that it would be delivered numerous times. Got to the point where I've had no choice but to cancel as I'm paying for a product I haven't even got. Now I've got to wait for the phone to be returned from Dpd until they even change my tariff back! Gonna go elsewhere. Had an absolute nightmare with these companies. They have lost a loyal customer.”

Helpful Report

Posted 7 years ago

“As I neared the time my phone was due for an upgrade, I started to receive an email approximately daily from carphone warehouse, then a few days before my upgrade was due I received 7 in one day and two text messages. I was on holiday at the time so decided to just unsubscribe from the emails. I then received a phone call so I explained I was on holiday and didn't want to discuss a phone upgrade. I was asked when I would be home and I put the phone down. Later that day when I returned from the beach I had two missed calls from the same number and another text. I then received another phone call the same day, and, holding back my rage, kindly requested that I be removed from their contact list as I would now never be using carphone warehouse again as a result of this. I am now writing this review as I have just received another text the following day. This is outrageous and utterly disgusting and intrusive marketing. Don't give them your details.”

Helpful Report

Posted 7 years ago

“Terrible customer service. Repaired faulty phone three times, fourth time fault occured they refused to give me refund. Agreed to a replacement but then I was told same phone was no longer available and I would have to pay e40 to get a replacement. Refused to do so. Staff just shrugged their shoulders and didn't care. After a lot of calls to Customer Service centre, they eventually sorted it with the shop. They didn't have a clue what to do when things went wrong.”

Helpful Report

Posted 7 years ago

“Worst customer service I have ever received do not use this company”

Helpful Report

Posted 7 years ago

“Terrible service cancelled contract do not use this company”

Helpful Report

Posted 7 years ago

“Worst company ever cancelled my contact”

Helpful Report

Posted 7 years ago

“Would give a zero if I could totally dismissed by what I presume was a manager at tooting Broadway I have been a customer for a while with two contracts no respect Never will pay penny to this company again”

Helpful Report

Posted 7 years ago

“If could give zero I would really bad service”

Helpful Report

Posted 7 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews