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

“Terrible, I ordered a galaxy watch from carphone warehouse because it said i comes with a £89 charger free with it. It never arrived so called up and was told that they were going to track it and get back to me within 3 days it's been 4 and no answer. I called again and was told that they were going to forward me onto samsung, they said that they can't do anything as the order was through carphone warehouse. I called carphone warehouse back and they said I will not recieve the charger as they run out of stock. If I knew that I wouldn't get it I would of ordered it else where, where it was selling for £230 instead of £280 at carphone warehouse. I was mis sold a product and I was told that I wouldn't even get a £89 refund.”

Helpful Report

Posted 6 years ago

“I ordered a new sim frww phone on-line before Xmas after checking the website to see that I could return it up till 9th January. I decided I didn't like the phone and telephoened to get a return label. I wasted 40 minutes talking to a very rude woman in a call center in South Africa who insisted I only had 14 days to return it. Eventually she bacame abusive and terminated the call. Two more calls and a supervisor emailed me a return label. Hi said he would call me on the following Tuesday and the manager would call me on the following Thursday. Neither of them phoned. I tracked the return delivery on their courier's website and saw that the phoned had been delivered but I heard nothing more about it until I saw on my credit card statement that my the purchase price had been refunded. No email, no text and no call. My worst customer experience for many years!!! I won't deal with this company ever again.”

Helpful Report

Posted 6 years ago

“Upgraded to the Samsung Galaxy note 9 payed £300 and was told I would receive £255 for my trade in and a promotion on the note 9.The trade in of my old phone took 2 weeks to get my money (samsung s7 edge =£95) then I was told I was not eligible for the £160 promotion they took another 5 days to listen to phone conversation then said I was then after countless being cut off at customer service in South Africa ( but I'd rang a sheffield number?)finally got my £160 six week after upgrading so after using car phone warehouse last few upgrades i will NEVER EVER use again avoid like the plague and pay a little more and not be treated like rubbish”

Helpful Report

Posted 6 years ago

“None of the branches answer their phone. I have phone 4 local branches and on on has answered. Will purchase elsewhere.”

Helpful Report

Posted 6 years ago

“Hi, about two hours ago I went to buy a mobile phone from your Smethwick, West Midlands branch. Asian looking girl ( older one ) dealt with me. She did not even know whether there are any charges for using credit card, she did not know what comes in the box apart from phone, did not know whether data can be transferred from my current phone to the new phone I was buying. A smile was out of the question. I only bought the phone because it is a nice phone at a reasonable price. I will think twice before going to any of your branches. Kulwant Johal”

Helpful Report

Posted 6 years ago

“took my Samsung 7s edge in the Southampton above bar store for repair and they were more interested in where I purchased it than repairing it and told me has I had not purchased it in there store I would have to have a to show where I purchased it before they could repair it waste of journey”

Helpful Report

Posted 6 years ago

“21/12/18 - I ordered a phone online. 22/12/18 - I made a mistake thinking I could collect the phone instore but when I rang customer service she told me that online and instore phones are different so i was offered a refund in which it would take 3-5 days to go into my bank. She was very rude and was also laughing down the phone because she couldn’t hear me. 31/12/18 - still NO refund. I ring and they tell me that it wasn’t processed correctly and he was doing it for me. 5/01/19 - NO refund. So I ring and explain again what had happened. The girl told me she would contact the banking team and let me know through email what they reply as they can only email their banking team. I told them it was not acceptable and I would like this pushed as it was £159 and I really needed it. 07/01/19 - NO refund and NO email. So I ring AGAIN and they tell me that the money can not be processed as there is missing bank details....EM WHAT? They were able to take the money out of my bank. So then I tell her I want to make a complaint and she tells me if I make a complaint I will not receive any feedback from this...to me that seems pretty ridiculous coming from a big company like carphone warehouse.. or maybe they just keep doing this to their customers so they don’t fix it. They said that they are unable to put it into my bank because they cannot take bank details over the phone and I would have to receive a cheque in 14days. I asked if I could speak to manager and she told me she would get her to ring me the next day as she was in a meeting. THE NEXT DAY... no phone call, no refund. 11/01/19 - Today I phoned and she explained again about how they aren’t able to take bank details to give me the refund which I find very odd. So I asked again could I speak to her manager. I finally get speaking to the manager and she tells me that she will speak to the banking team (even though they told me it was only through email) and then when she got back to me she asked me for my bank details?!?!?! So I waited 3 weeks to speak to a manager before I could get my refund of £159? Is this a joke? I will never use carphone warehouse again. Completely out of order.”

Helpful Report

Posted 6 years ago

“It is January 11th and I am still not connected to Vodaphone despite purchasing my phone in a Care Phone Warehouse store on 23rd November. I have called customer services numerous times, they have admitted the problem is with Car Phone Warehouse not Vodaphone. Each time i have been told that it has been escalated and i should wait another 3-5 days. Customer services have lied to me and told me things that are simply not true. I visited the branch again in desperation and they even said 'they probably told you that to get you off the phone' I think even one star is too good for the service i have received. I appreciate that things don't always go right, but it's how companies and their staff take responsibility and correct it, that is a true reflection of the sort of business they are and whether they really value their customers. I have lost all faith in CPW and their customer services team.”

Helpful Report

Posted 6 years ago

“Would grade a 0 if that were an option. Will never buy from them again. Appalling customers service who either cannot do their jobs or who just lie and blatantly don't care. Bought Samsung phone on promotional offer on line where they refund £160 of the price paid within 3-5 days. That was black Friday. 7 weeks later and followed by formal written complaint still nothing except for the acknowledgement by one team member that staff had failed to do their jobs adequately by not recording and escalating complaint to manager. She then failed to do hers by not escalating or coming back to me as promised. Not impressed by the standard of English or lack of interest by any of the or customer services team or by the fact that they lost my trade in phone in their warehouse. All this after spending thousands of pounds as a loyal customer over many years. I have given them deadline of today to resolve before I go take to Trading Standards, Watchdog and the small claims court. Even if they esolve now I will never go near CPW again.”

Helpful Report

Posted 6 years ago

“Categories My Reviews My Settings Help LOG OUT Alternate Text Jade GB For companies Your review counts! You reviewed Carphone Warehouse Add photo Jade Jade 2 reviews Star 1 Star 2 Star 3 Star 4 Star 5 Just now Absolute rubbish!!! Well, for a start they are absolutely useless, my partner got me a Sony xz2, and with this you got 12months free subscription for psn as a gift , which I have not yet received and my partner got the phone on the 19/12/18 and still now this has not been sorted!!! I have had to chase this matter up myself because when you try speak to customer service they don't have a clue when you explain what the issue is, and we have been phoning up for 3 weeks to try get this matter sorted, via carphone customer service, all they do is pass the blame on and tell you its not there problem basically!! And I have had ri di all the chasing and we have asked, 3xs to be put through to the Manager but what a coincidence the manager isn't available we asked for a call back and twice we heard absolutely nothing, I will never go through carphone warehouse for a phone again regardless off the free gift!!! And I think that they need training on customer service via phone!!! As like I said no help or consideration that the free gift has not been received, and no attempt to help solve this issue!!!! Also I tried to find a managers contact number or head office to file a complaint, but couldn't find anything and also we tried to put through a complaint through the phone but didn't happen!!! It's more frustrating because we could have saved paying the upfront cost off £50!!! To get the free gift and without the hassle!!! And probably a better deal!!! And still I don't have my psn and now the date is!! 9/1/19 abit ridiculous!!!! And im very annoyed!!!”

Helpful Report

Posted 6 years ago

“Promises 1 day delivery. Forgets about it. Does not contact to inform about the status. Also, support staff is surprisingly unhelpful and incapable.”

Helpful Report

Posted 6 years ago

“Not worthy of a star, daughter took her iPhone in for a repair, gave phone to member of staff, was told he’d phone when was ready, hadn’t heard anything so went in, same member of staff said phone wasn’t back, would phone when in, we’ll few months later we go in, no phone & denying having phone as wasn’t booked in, my daughter doesn’t know the protocols of the store so trusted what the staff member told her, customer service wasn’t interested as it wasn’t booked in, they didn’t hav it, so we are stuck with a £45 mth contract for over a yr now, so be aware not all the staff are honest, phone wasn’t even a yr old, wouldn’t use them again”

Helpful Report

Posted 6 years ago

“One star is too much. I spent 2hrs on the phone to customer services to find out if my iPad had been delivered. Dropped by 3 agents and still on hold. Terrible service, just going to go to store to cancel my contract. Don’t want to be signed into 24 month contract when complaining even before I have picked it up.”

Helpful Report

Posted 6 years ago

“Bought a Samsung Galaxy watch with offer of a free Samsung Duo Charger. After the required waiting time and many enquiries to customer services the Charger has never been delivered. Appalling Customer Service Advertise deals that they do not honour, Will never buy from the again.”

Helpful Report

Posted 6 years ago

“Placed an order on line on 7th December. Payment taken by CarphoneWarehouse and subsequent payment taken by O2. Tracked order on line. 12th December, DPD courier website advised that my phone was delayed due to a delay - very helpful! I contacted both Carphone Warehouse (Call Centre in South Africa) who contacted DPD, advised investigation to determine where my phone is will take 5 days. No further call back from either Carphone Warehouse or DPD. I called Xarphone Warehouse on three occasions for updates - nothing! I contacted Carphone Warehouse again on 29th December - similar unhelpful customer service response as on previous occasions. This time I was advised that the DPD investigation had concluded and that my phone was lost (I would suggest stolen). I cancelled my order (eventually}. My first and last customer experience with Carphone Warehouse. Appalling after sales - not interested in the customer whatsoever! I have taken my business elsewhere.”

Helpful Report

Posted 6 years ago

“Crewe branch.I required a dual sim phone and was very specific.Two members of staff confirmed a Samsung J6 was dual sim.Bought phone only to find that it was not.Returned to store and two more experienced staff told me that they have never stocked dual sims phones.Better training needed. Would never buy from them again.”

Helpful Report

Posted 6 years ago

“First Sony Bravia I bought for my son from Guildford branch developed charging problems after couple of weeks. Took back to shop where I was told it had to be sent back to Sony to be repaired and we wouldn’t get back for a couple of weeks. As my son off to uni and needed a phone ASAP we took shop assistants advice to claim on the insurance so we could get new phone from them straight away. Had to pay Carphone Warehouse £30 excess but at least son now had working phone to take to uni. Four weeks or so down the line new phone develops same charging problem. That’s two Sony Xperia’s we’ve had that have gone wrong so I’m now asking for refund as son had to buy himself a new phone and quite frankly I think we’ve given Carphone Warehouse enough chances to put the matter right. They are refusing to refund me even though all of the above took place within a 6 month period so as far as I read ‘consumer rights’ I should be entitled to full refund. Still fighting to get my money back, have tried calling customer services who promise to call get right department to call back but you never hear from them. The lot of them are a bunch of cynical money grabbing shysters who’ve never heard of customer service. I’d advice anyone to steer well away from them!”

Helpful Report

Posted 6 years ago

“Took out a Vodafone monthly contract with an Apple X, could not get sim to work, returned to shop to be fobbed off with a story that we needed to go to a Vodafone shop, they told us that the order had been messed up by Carphone Warehouse. Went to nearest CW shop, they told us phone might work within 3 - 5 days (or not). Asked to cancel contract, was told we would have to return to original shop. Already have visited 3 separate shops and still have a non working phone. Avoid - go to Tesco's.”

Helpful Report

Posted 6 years ago

“I had a bad experience with them lost a Samsung S9 plus and done a claim. The claim gays ben asking to blacklist phone Vodafone network call customer service twice told me that they can't do that reason they don't have details from the phone I was running between 2 of them 3 weeks eventually I give up and cancel both contract and insurance. If I had a second chance I would never involved with them. Stay away!!!”

Helpful Report

Posted 6 years ago

“Had problems with nokia 3.1 mobile took back for repairs unable to effect repair so gave me new phone fair enough but they very UNABLE TO GIVE HELP TO SET PHONE UP I DO NOT HAVE THE INTERNET SO NO IDEA HOW SUPPOSED TO DO THIS WILL HAVE TO TAKE TO O 2 SHOP AND GET THEIR ASSISTANCE WITH IT I WILL NEVER BUY ANOTHER PRODUCT FROM CARPHONE WAREHOUSE AND IF ASKED WILL TELL PEOPLE TO GIVE THEM A BIG MISS AS CUSTOMER SERVICE IS RUBBISH I HAVE USED A FRIENDS EMAIL TO POST THIS”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews