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

“Possibly the worst customer service I have ever experienced. I ordered a pay as you go phone, received a confirmation email and then nothing... When I enquired about the status of my order a day later, I was told the order had not been accepted. No reason as given why the ordered wasn't accepted, given the debit card details were correct and there were more than enough funds available, or why I did not receive notification from Car Phone Warehouse that there was a problem. Second time lucky. However, I purchased a £20 top up. Apparently this is not active straight away, which is what I was advised when I asked why I had no credit!! I was then told it can take 48 hours and these details were provided at the time of purchase (they were not). After 48 hours and nothing I chased again and told I was would receive an email once the credit is active. 4 days later, still nothing and this time I'm told I have to call Vodafone who need to activate it... So Car Phone Warehouse might be cheap, but you get what you pay for in this life, and basically here you pay less and given terrible service. My advise, avoid!!!”

Helpful Report

Posted 9 years ago

“I received very bad service when I went to return my phone. The staff in the shop were very rude and very obnoxious. I'm not sure whether they understand what customer service is. A particular guy call Ahhmer was extremely rude and to be honest I don't think Carphone Warehouse or anywhere that would like to deliver excellent customer service should have someone like him working for them. I wanted advice on how to return my phone and Ahhmer told me to be quiet so he could hurry up and get me out of the way. He wasn't interested in helping me with any queries and didn't seem to care whether the store kept my services or not - you do not speak to customers like that under any circumstances.”

Helpful Report

Posted 9 years ago

“Ordered a charger for my iPhone using the click and collect service, they said it would be 1-2 working days to arrive, on the 5th day I rang head office and they couldn't understand where it had gone! I quickly had my money back as if gone all week with a dead phone! Ridiculous! Do not use click and collect, shop elsewhere!!!!!”

Helpful Report

Posted 9 years ago

“I gave my phone in for repair and I waited 5 days even though they said it would take 1 or 2 days then they sent me a text message saying that I think would take 2 weeks after I said I wanted it back it was even more broken now the sound doesn't even work”

Helpful Report

Posted 9 years ago

“Local store took 5 days ( 3 working days) to send my phone to the repair centre in Wednesbury, the repair centre have had my phone 6 days and it's still having the diagnostics done, the store told me that I would get my phone back in 7 days possibly but a maximum to the 29.07.2015 so far I have waited 13 days with no phone tomorrow is the 29.07.2015 yet the store have no clue what is happening with my phone talk about poor service!!!!!”

Helpful Report

Posted 9 years ago

“i bought a phone from carphone warehouse with their network of id mobile. i returned the phone the following day because network is rubbish. but to my surprised, a week after, they took money from my account and i've been chasing them for two months now to return my money and they don't have a plan to return my money. i escalated the case to ombudsman and told them what i did and they had just mocked me. i am sharing this lesson to everybody who is thinking of going to carphone or id mobile, please,DON'T,DON'T,DON'T before it's too late because you'll be sorry.”

Helpful Report

Posted 9 years ago

“They promised that the Sony phone would work well in the USA . When I got there - it did'nt. Upon my return to UK they refused to cancel the contract or supply another make of phone because I was outside the 14 day rule. I could not have known about this problem without going there - but no-one at carphone will listen. I am stuck with a semi-useless phone for 24 months. Not a way to treat your worst enemy!”

Helpful Report

Posted 9 years ago

“Went to Carphone Warehouse, in Westfield, Stratford City around 9pm on 24th July. Was dealt by an assisant who have no interest in customer service and provided no help watsoever, so that he can go back to his colleague by the entrance where both were enjoying a really nice conversation. It seemed like I Disturbed them by asking for help to make a choice to buy a phone from them. I am really disapointed and shocked how the two guys who were standing by the entrance had no interest to help their customers. The guys who eventaully came over to the pay as you go section, his attitude and lack of interest makes me disbelieve that they have no pay as you go sim in the store and instead the asisstant offered me to buy sim free phone as the only option and walked off.”

Helpful Report

Posted 9 years ago

“Lost me well over £100. And then offers a good will guesture of £23. There customer service come across cocky and arrogant! Warning not to use this company use your contract povided.”

Helpful Report

Posted 9 years ago

“Ordered an iPhone 5S on line as an upgrade for my daughter and tried to cancel the order 5 minutes later (see distance selling regulations) because my daughter informed me I had ordered her the wrong one, it should have been an iphone 6. I was unable to cancel the order on line and had to speak to the customer service team. They informed me that because I had just placed the order they couldn’t cancel it because it wasn’t yet showing on the system and I would have to call back in the morning. Next day I got the same story when I was eventually able to speak to someone after 3 calls. In the meantime, Car Phone Warehouse had instructed T-Mobile that EE was taking the upgrade contract and T-mobile cut off my daughter’s mobile connection. Another call to CPW resulted in them telling me there was nothing they could do because it was T-Mobile who had suspended the service, and “Oh by the way your phone has been dispatched” despite cancelling the order! T-Mobile said they couldn’t do anything because CPW had issued the takeover process even though I had cancelled the order. Furthermore, because they had not cancelled the order before the phone was despatched, they couldn’t reverse the upgrade process until the courier had returned the unwanted phone to them, consequently my daughter’s line couldn’t be reconnected by T-Mobile on the contract that we were still paying for. Numerous calls to CPW and EE have resulted in absolutely nothing happening other than an acknowledgement that CPW had received the phone back from the courier. In theory this should have allowed a new upgrade contract to be purchased and my daughter’s original line to be reconnected until an upgrade was purchased – but no, due to a “technical glitch” at the CPW end my daughter is still without a mobile connection and we are unable to purchase a new upgrade package because the system says we have just had one. Throughout all this I received numerous assurances from CPW that someone would call me back, but today was the first time that promise was kept and I was told the issue still hadn’t been resolved, it’s now been over a week since this customer service nightmare started. In short, I personally haven’t received a service that I can truly say I have ever been happy with from any of the main mobile operators, but the service provide by CWP borders on ineptitude or total administrative incompetence and makes the actual network providers customer service look good.”

Helpful Report

Posted 9 years ago

“Placed an order for a samsung s5 sim free for 329.99 online for my wife. Was expecting delivery on 20 Jul 2015. phoned up today and was shocked that it has been cancelled due to security reasons which they wont enclose to me and the decision is final. What the heck is this? always choosen to use Carphone warehouse but with no email or text to let me know that phone has been cancelled. These guys know how to humilate people. Appaling service.”

Helpful Report

Posted 9 years ago

“In June 2015, Carphone Warehouse had a on-line promotion deal for the first 500 customers ordering Huawei P8, which is a 12-month contract £21.50 per month. We ordered it and got the confirmation email. A couple of weeks later, CW sent us a message telling us the phone is not in the stock then and gave us £5.00 credit, Another two weeks later, CW sent us another message about further delay of the phone delivery and gave us another £5.00 credit. Then, a couple of days ago, after 6-week waiting, CW sent us a message at 2 o'clock in the morning telling us out order is cancelled. No reason whatsoever is given. We checked CW on-line system, the Huawei P8 in was in stock. We called the CW for 1 hour and spoke to 7 people, and they agreed their fault and sent us a replacement order. However, the phone we received is a 24-month contract rather than the original 12-month promotional deal. We called CW many times and they refused to change it. So Carphone Warehouse is a totally liar! Their business is completely based on cheating!”

Helpful Report

Posted 9 years ago

“I placed an order for a SIM only pay monthly connection twice on CW's website. Each time i got a confirmatory email with a order number. The first order was a click and collect and when I didn't hear anything for 4 days, I reached their online support. They said there was some problem with the order and requested me to try again. I then placed the order to deliver the SIM to my home. After 4 days of no news, I reached their online help team and they said there is still a problem. I went to a CW store who said they can't help as the order is with an online team. Subsequently, sick and tired to trying to make CW work, I went to a network carrier directly where my contract request failed despite there being no reason for the failure except the 2 recent CW requests. I phoned CW's helpdesk and a court guy referred me to read their Terms and Conditions. They took no ownership that their actions affect credit ratings of real people and took the route of asking people to read the some font when they don't even include a phone number in their email and took NO action to ask for more information if any was missing from the order. Appalling level of service. If I have a choice I would NEVER buy from CW again. Pound for pound the worst possible service.”

Helpful Report

Posted 9 years ago

“Upgraded online. Advert said deal would be £14.99 per month. Had a confirmation email that states monthly charges would be £14.99 per month. I am being charged £31.99 per month and despite numerous calls and emails, I still haven't received a response.”

Helpful Report

Posted 9 years ago

“Tricky company and not useful customer service, I could say crap when is about selling”

Helpful Report

Posted 9 years ago

“Bought a lumina 640 from Banbury castle quays. Last one in shop. been opened and woman in shop didn't care. Needed it for a present and only one for 40 miles radius. Oh and they NEVER answer the phone.”

Helpful Report

Posted 9 years ago

“Upgraded my Galaxy S4 to an S6, as was the cheapest deal through Carphone Warehouse. Went in shop didn't have colour I wanted in stock, so figured I would just do it online, so next day delivery... Ordered it on a Tuesday didn't hear anything. Went online to check it said 2-3 days delivery, so left it till following Monday. Phoned them, turns out order never actually processed (will be checking my account) They ensured me next day delivery.. phoned them in afternoon they explained courier service had a lot of items out that day but would definitely be with me by 5pm Phoned courier service direct... they told me hadn't even left the local depot, so would get it out next day before 12pm. Bad service, but unfortunately going to Vodafone direct meant I had to pay more.”

Helpful Report

Posted 9 years ago

“Discussed by the lack of store managers (Swindon Orbital shopping park) interest in solving a problem that was clearly not my fault. I would not recommend ID network, they still charged me although I cancelled my contract after one week. He told me I was being charged because I got PAC number myself instead of them dealing with it. Well I couldn't believe it, after 10 days of waiting and waiting and wasting hours in store to be served. They didn't know how to do it, new system etc. And calling ID network is a waste of time as they don't even know the word customer service !!!!”

Helpful Report

Posted 9 years ago

“Promised next day delivery, unfortunately this is a lie. Have also noticed that the Carphone Warehouse stores that are in Currys are under staffed, so if you want advice I would do your homework first. Southport store.”

Helpful Report

Posted 9 years ago

“NEXT DAY delivery is just an AD. But they are delaying after we order. Customer service is very poor. We can contact sales team 24 hrs. But if we got any problem after 8pm, we are just dead. We have nobody to contact, nobody to help, nothing. just have to be patience until next working day. Very very poor customer service I have ever seen.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews