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

“DO NOT SHOP AT CARPHONE WAREHOUSE YOU WILL REGRET IT I bought a phone from Carphone warehouse. developed a fault after less than 4 hours use,Still under guarantee yet they refuse to replace it. When the fault first showed I went to the store. The guy couldn't have been less interested. He told me they hadn't had any problems with this phone but do a factory reset that will cure it. It didn't. The second time I was told the same thing but when I said I had tried that he just said Oh well it will have to be repaired then. Not wanting to have the phone repaired after so little use I took legal advise. I was advised that under the 2015 consumer protection act the phone should function without fault for a reasonable length of time and that developing a fault after less than 4 hours was not reasonable. I was therefor advised not to accept a repair. I went back to store and this time I was told we have had a lot of problems with this phone it has an inherent fault. Do a software reload and if that doesn't work it will have to be repaired. It made no difference so I contacted Customer service.Don't be fooled by the name they don't know the meaning of service. They refused to do anything other than repair the phone and told me to get a report on the fault from Apple. Good idea for a Sony phone. I then asked them for the name of the Chief exec so I could complain to him, But they didn't know who he was. I eventually found his e mail address but it was passed to one of his lackeys who was not in the slightest bit interested in anything other than a repair. After many e mails she sent me a deadlock letter advising me that I could take up the issue with the Ombudsman. What She didn't tell me was carphone warehouse are not registered with the Ombudsman so they can't do anything. The letter also stated that they would only offer a repair and that they were unable to offer the resolution I was looking for as they need to comply with the guidelines set out by the manufacturer. I checked with the manufacturer who told me they have no idea what she is talking about and that weather they exchange or refund a product is down to them and nothing to do with Sony. They think customers are so stupid that they will just accept the rubbish that they tell them. If anyone else wants to contact the CEO the telephone number is 01772 375799 not that it will do you any good.”

Helpful Report

Posted 7 years ago

“Carphone Warehouse is terrible the customer service department in India give all stores in the UK a bad name… I have only met one staff member in store who has been willing to help me and even then he is being passed around all different departments just being fobbed off! All I want is my money back and I have been fighting since January to do so as I was sent a cheque with only half of my name written on it therefore I cannot even bank it! To be waiting for over £800 refund since before Christmas is beyond a joke!! Never would I go back to Carphone Warehouse for anything once my refund is in my hands.”

Helpful Report

Posted 7 years ago

“New contract and phone ordered, phone was misdelivered to wrong address and signed for by someone completely unrelated not even near me. Carphone warehouse seem to think thats ok, they keep taking my money despite fact I have no phone”

Helpful Report

Posted 7 years ago

“Ever think,wish I never stepped foot in the door.Everyone thinks they are experts but know nothing see you in court.”

Helpful Report

Posted 7 years ago

“I have recently traded in my phone online due to being told that i am unable to do so in store if i am not getting a contract out (the Harrogate store to be exact). It took over a month and over 10 calls to finally find out that they have deemed the phone faulty even though it was fine before it left bar a few scratches on the back. I then asked if i was able to trade in in store without buying anything from them and they repied yes you can trade in phones when not purchasing goods from the store. So because i was lied to in the Harrogate store i am now out 320 pounds and a phone because they refuse to send it back due to their terms and conditions. This coupled with having to wait over a month for a simple refund it completely unacceptable. The only thing i was offered in compensation was 20 pounds account credit and a complaint raised with the Harrogate store and a call back from the manager. I feel like i have been robbed and will not be using the company again.”

Helpful Report

Posted 7 years ago

“Disappointing lack of clarity on a deal for pre-ordering a Galaxy S9. To qualify for the extra £100 I've since been told I had to follow a second step within 24 hours that was buried in the terms and conditions and because it didn't make it clear and therefore I didn't, I have now bought a phone from them and paid £100 more than I expected.”

Helpful Report

Posted 7 years ago

“I was contacted a number of times by Carphone warehouse to upgrade my phone talked and arranged by phone for an upgrade. Once upgrade was agreed was not informed of a delivery date and money was taken out of my account on the 7 March 2018. No further information from the company was forthcoming sent an e-mail and made a formal complaint after a week still no news of my phone or the complaint and it has now been ongoing and its 19 March. I will never order a mobile phone this way again, appallind service. In-shop service is quicker and better.”

Helpful Report

Posted 7 years ago

“One star Is too many for the service received. My phone developed a fault after two and a half months. Sent for repair. Got lost on route. Receive message stating my phone is repaired and can be collected. My phone was a Nokia 5 in copper. Apparently could not be repaired. A replacement was sent, a refurbished Nokia 5 in black. Not happy as wanted a copper one and felt a new phone should be given. Said this in store. Told I would have to speak to repairs. Repairs say only ever send out refurbished phones to replace unrepairable phones. Said I wanted like for like and t old to speak to store manager. No copper phones available. Got home phoned earphone warehouse online asked if Nokia 5 sim free in copper in stock. Yes it is. Can't give me one. Put through to insurance, they escalated my concerns. Said they couldn't give me a copper phone as none in stock. Must have sold the last one whilst speaking to them!! Putting £10 for me to spend in carphone warehouse for my inconvenience.( will not be purchasing from here again) BE AWARE IF YOUR PHONE IS NOT REPAIRABLE YOU WILL ONLY GET A REFURBISHED PHONE BACK”

Helpful Report

Posted 7 years ago

“You cannot get an NHS discount through Carphone Warehouse, no matter what they tell you. Treated appallingly by Carphone Warehouse. Assured me 100% that I could use NHS discount on a contract with o2, all to get the sale in. Then when o2 refused Carphone Warehouse said it was not their problem and there was nothing they could do. My only option was to go back to the store for a third time to cancel the contract. What our for their lies, will do anything for the sale. When I asked to complain to a higher manager I was told I can't and that they couldn't help further”

Helpful Report

Posted 7 years ago

“I'm writing this post regarding an order I made with carphonewarehouse, which I deeply regret now. I had got a vodafone sim only contract from carphonewarehouse on 20th December 2017. After buying the sim, I changed my mind and wanted to cancel the order. I later called up carphonewarehouse within 5 days to cancel the contract which they agreed to do it immediately and there will not be any charges as it was well within 14 days cooling period. I forgot about this and left it there. It came as a shock when my wife started getting calls from Debt recovery company (Fredrickson) that I have not paid my bills. I could not remember which account was this as I have got 2 other Vodafone contracts for which I have been paying the monthly bills promptly. Also given that we had applied for a mortgage we were very scared that it will impact my credit report and we may lose the house. After some investigation found out that it was the one which I had got from carphonewarehouse and they had not cancelled my account. I called them immediately (23rd Feb) to cancel the account which they agreed to do it within 3 to 5 working days. I called them again next week for which they said they have to check with cancellation team and asked me to call the next day. This happened for couple of days more and they were least helpful to solve the issue even when I mentioned that my mortgage application may be cancelled. The customer support person also told to hold the house buying until this is sorted which was so stupid. I later called up Vodafone to pay up the balance and deal with issue later. I'm completely frustrated and stressed by this from the last couple of days for mistake which I was not responsible for. I'm never going to buy anything from carphonewarehouseagain.”

Helpful Report

Posted 7 years ago

“I simply wanted to change the delivery date of an online order. Called 4 times, and was put through to the 'Online team' each time. The online team never answered my calls - in spite of an infuriating message saying that my call was important to them and they would answer soon. On the fourth call attempt I waiting for over 50 minutes on hold before giving up.”

Helpful Report

Posted 7 years ago

“Asked them repeatedly to stop calling texting and emailing me as i don't want to upgrade and want to end my contract at the end of run getting 5 or 6 calls per day even bloking each number. Want to look at a formal complaint”

Helpful Report

Posted 7 years ago

“Bought a Mate 10 Pro from them Monday for Five Twenty Nine poundhat s, and some time in the week the were selling them at Four Forty Nine! Felt that i had paid too much!”

Helpful Report

Posted 7 years ago

“terrible aftercare service. ive had a samsung S6 attempted repair 4 times in as many months. this last time carphonewharehose has had it for 3 weeks. ive chased it up today and it appears they have lost my phone and the plot. dont use CPW. use at your peril.”

Helpful Report

Posted 7 years ago

“I had chosen not to upgrade my package in Oct 17 and decided to go with a SIM only deal with £260 cashback being paid to me within 6 weeks. Today is 25 Feb and I am still waiting for my cashback despite several phone calls. I decided to lodge a formal complaint last week expecting as it states in the complaints policy that I would have my complaint acknowledged within 5 working days. When I phoned again today I was told that my complaint would be dealt with internally and that I would never know the outcome of my complaint!! Some staff have been very nice and helpful however the majority were rude and lied to me. Never will I use your service again”

Helpful Report

Posted 7 years ago

“I bought my phone from CarPhoneWare house last year which developed a fault lately, I Called Customer Service and was told to take to the local CarPhoneWare house shop, when I took my phone to the local shop ( 10 High Street, Barking IG11 8DN), I have to wait there for while to see some one in the shop, and once I was seen, I was told that they need to speak to their manager and When I asked where is the manager...Guess What...He is toilet..OK Fine,....I can wait Right....As I already waited for 10 minutes....few more minute would not harm me.....But after waiting for 20 minutes.....he was still in Toilet....Really ? Is he constipated or had a diarrhea for taking so long.....and what about the person can't she serve me was she not trained properly ?.Any way I told them I am no break and can't wait any longer can you please get the manager as I literary been here for half an hour just to find out how can I get my my phone Fixed. I was than told by a very rude customer service lady that she can't do any thing..........and I was told that If i can't wait I can come later....Really Now customer have to wait to see the highness I mean manager who is busy in the toilet...Doing God now what... Feel Stupid for waiting that long in order to get my phone fixed which is till under warranty and equally astonish for their share ignore of customer service......Wasted Half an hour break doing noting....CarPhoneWare House Please Trained your Rude Staff on how to tread Customer...Note: This Happen on Saturday 24/02/2018 on 09:50 (10 High Street, Barking IG11 8DN), In Case some one want to take action.....Which I doubt some one will.”

Helpful Report

Posted 7 years ago

“I was offered a £200 cash back deal back in November 2017 for keeping hold of my old phone. I was promised to have it by the end of the month. It’s now February 2018 and have repeatedly been told that it will arrive in 2 weeks ever since, with every operator I speak with. Absolutely ridiculous, car phone warehouse is a joke.”

Helpful Report

Posted 7 years ago

“I was told if I upgraded my phone with CFW instead of EE it would cost £61 but I would be given £25 for my Samsung p/e.The new phone would be sent to local CPW store who would transfer all of my data for free and I had a 14 day cooling off period and cost would be £15 per month inc VAT. No p/e no cooling off period because it as an upgrade no £25 no free transfer .Shop staff fed up with online sales not knowing what they are talking about. NEVER NEVER AGAIN .awaiting internal investigation”

Helpful Report

Posted 7 years ago

“I was told the wrong information about cancelling a phone contract. the staff were very poor and not helpful at all. they also did not know what they were doing. Super poor. great job!”

Helpful Report

Posted 7 years ago

“I ordered on line a data sim on 24-01-18 and received an order acknowledgement with expected delivery 04-02-18 (my request). The acknowledgement stated if there was a problem they would get in touch by email or phone. on the 26-01-18 I decided to take a contract telephone out with them so I phoned an explained I had an order already in the system. No problem I was told, "we can do the credit check for both over the telephone". This was successful and I paid the initial payment. I requested the phone be delivered on 05-02-18. The 4th arrives I phoned to say I was still waiting for the despatch email. After 40 minutes and 4 different customer service reps. I was eventually told that the order had been cancelled by their fraud department. They could / would not tell me why, but I was then told by a very obnoxious individual who constantly talk over me, that I had to take ID to the local Carphone Warehouse store, but I would not be able to have the current deal I signed up for which expired on 31-01-18 and in any case the online deals are not available instore! I asked where was the local store and I was given my home address! (My nearest store is over 30 miles round trip). I was then also told that the account is locked and I would not be able to purchase anything in the local store! They refunded what I had paid. I asked to speak to a Manager to make a complaint and had to request a call back within 48 hours. Needless to say no call back ever received!! ALL IN ALL the customer service is non existing and at best appalling. I would advise you take your custom elsewhere and DEFINITLEY NOT to CARPHONE WAREHOUSE”

Helpful Report

Posted 7 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews