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

“I am so disappointed in the service received from carphone warehouse. I ordered a new phone and signed up to a 2 year contract with next day delivery. Four days and several calls and emails later I still have no idea when the phone will be delivered. I have tried to cancel the order but have been told I can't. So far I have been told (in the order below): *I'll receive the phone on 16th April *The order has been delayed due to a PAC issue *I'll receive the order on Tuesday 18th April *The phone is out of stock *I 'might' receive the order on Sunday 23rd April *I should receive the order on Thursday 20th April *I should receive the order on Saturday 22nd April I have given up! When I do get the phone it will be returned and the contract cancelled.”

Helpful Report

Posted 8 years ago

“Carphone Warehouse is a rip off company. Their customer service is really poor. They mislead customer and do force sale to collect money. My husband was forced to upragrade his phone with them. The following day he decided not to go further with the contract. We went there to cancel the contract but the staff that upgraded his mobile changed his tune that they don't do cancellation. He said he told us before the agreement but everything was just a pack of lies. He didn't tell him anything and refused to cancel the contract. We contacted their customer service but they were not helpful at all. The manager told us if you go in into any shops, you don't have right to cancellation and they don't even need to tell you their terms and conditions of trading. We are taking this to trading standards. Beware of Carphone Warehouse in Old Kent Road inside CurryPC World!”

Helpful Report

Posted 8 years ago

“I ordered a phone and all I received was a SIM card! Carphone Warehouse have acknowledged this through their appalling Customer 'Service' but three weeks later I have still yet to receive a refund. Because I was so upset at the start of this process I asked to lodge a complaint. The Customer service advisor said that it had been lodged but she had no idea what I was complaining about! Then she hung up on me! I have been with this company three years prior. NEVER use this company unless you have time, effort and money to burn.”

Helpful Report

Posted 8 years ago

“Arranged an upgrade and paid the up front cost, but called back a short while later to cancel as I'd found a better deal elsewhere that they couldn't match. They said the money would be back in my account in a few days but still waiting nearly two weeks later.”

Helpful Report

Posted 8 years ago

“My new Samsung locked me out and fingerprint scanner wouldn't work either so I went to the store following advice from 02. Big mistake, I was basically treated like I was handling a stolen phone. Suspicious looks and I was made to feel very uncomfortable. In the end I was told nothing could be done and I would have to go to a Samsung store to see if they could fix it but decided to get help online. Found a you tube video and hey presto I now have my phone reset. Lost some data but there wasn't much on there to lose as I've only had phone a couple of weeks. Guess who won't be going back to those judgemental tossers in kings lynn”

Helpful Report

Posted 8 years ago

“Nobody in the organisation gives a damn about their customers - I'm sure they don't actively try to screw you around, but if it happens they couldn't care less. Phone went in for repair. Phoned to find out progress, told a new phone would be in branch by Friday (4 days away). Looked online, and one section said it was waiting for me in branch, and another section said it was on its way to the branch. Finally got through to the actual branch and it had been there a couple of days, they just hadn't bothered to call me. When I picked it up it was a black phone rather a white one. They really didn't care. Because it was sent from the repair team, they were not prepared to swap it for one in stock that was the right colour, and the only option they gave me was to send it back as a new 'repair', but then I might just get exactly the same one back again, or alternatively might not even get the same model of phone back - there was simply no guarantee. I was left speechless but entirely powerless to do anything about it. My word, they're terrible.”

Helpful Report

Posted 8 years ago

“Too money from my bank account even though I cancelled the contract with them”

Helpful Report

Posted 8 years ago

“I ordered a ZTE phone on Wednesday and it didn't arrive on the day promised (Friday). They didn't send any confirmation email. Decided to call customer service at 7pm (it said that it closes at 8 on the site) but I was told the office was shit. Awaiting an answer from the buggers. Hope that all burn in hell.”

Helpful Report

Posted 8 years ago

“Rubbish. After returning my note 7 (not their fault) I was told the only way to get a new phone that day and keep my number was to get a second contract and cancel the old one. I did this, but it took 3 months to cancel the contract so I was out of pocket £126 for a phone i didn't own and a contract I couldn't use. The shop offered to refund me the money as it was cpw fault the line wasn't cancelled and then in compensation pay me 3 months worth of the new contract (as I had wasted a lot of time going to the shop and on the phone). 6 months later and I have not been compensated or returned the money I over paid!”

Helpful Report

Posted 8 years ago

“Appalling customer service in Folkestone town centre outlet, rude beyond belief and false infirmation, could have cost me £££. I'd give -5 stars if it were possible. This website sucks too - can't see what I'm writing while writing.”

Helpful Report

Posted 8 years ago

“Most modern retail outlets offer a refund policy - particularly if an item is still packaged and unopened. Not these guys. Within 24 hours of purchasing a Samsung S7 as a gift I found that someone else had purchased it too so no longer required my item. Went back to the store and was told that despite selling it to me yesterday and it still being boxed with security seal intact, they would not give me a refund. The guy never outlined the returns policy at point of purchase or indeed said much at all. Terrible policy and customer treatment. Avoid.”

Helpful Report

Posted 8 years ago

“I went into this store twice (one day after the other) the first day the man was very nice and helpful however the system wasn't working which is understandable so we spent 2 hours there and gave up eventually after just sitting and we was told to come in the next day .. we came in wanted to get the same contract and everything we done but the woman who was serving us wouldn't let us say no to any offer about their wifi, to , sky , bundles , to the point it gave us a head ache , when we said no she started saying why we have to do it and we eventually said fine do it and give them our number so they call us just to make her stop going on about it ... until we got told we have to put our credit card detail in asif we were paying for something... we refused to do it and she was like why why but it's a great deal why not do it!! And my mum started getting really irratated and she told her straight no we just want the phone thank you! And then she still kept saying we have to do it and it got to the point we didn't want the phone anymore, twitter way we made her cancel that and eventually left after she wouldn't not let us buy anything. Your employees need to know when to stop!! It was very annoying and ruined our day and I'm sure it's not just us who think this of her. Awful service.”

Helpful Report

Posted 8 years ago

“Shocking customer service/billing. I returned a Sim on a rolling monthly contract as could get no signal. Manager in store rang to cancel. Got 2 bills but told to log into my a/c to open email and as I thought it was cancelled didn't open an online a/c. Then got final demand for something I'd never used/didn't owe. Talk of mark being put on my credit score. Rang to cancel. 2nd time. Took letter into store. Manager rang to see if had been cancelled. Hadn't. Cancelled 3rd time. Got a new bill. Rang to cancel. 4th time. Waiting for another final demand. "Which" magazine dealt with same complaint from someone else. They did have a mark on their credit score. DON'T USE THIS CO. I dread to think what the service will be like if I have a fault with the phone.”

Helpful Report

Posted 8 years ago

“Carphone Warehouse perfect proof of poor customer service. None of their verbally confirmed delivery dates fulfilled, three 0800 phone calls having to chase them after saying they would send emails and texts to verify the order none of which appeared. Then unable to refund for up to 5 days due to their policies when they failed to fulfill the order and meet their promised delivery dates. Best advice I can have don't order online off them.”

Helpful Report

Posted 8 years ago

“BEWARE OF THIS COMPANY. THEY CHARGE FOR NON-EXISTENT STOCK AND NOT REFUNDING YOUR MONEY. ORDER AT YOUR OWN PERIL. I have, regrettably, ordered a phone online, at the end of February 2017 which showed available at the time. Prior to placing the order, I checked both on the phone with Customer Services and also separately online via Customer Services employee, whether the item was in stock. I was assured it was! Placed the order for next day collection from a branch. They charged me straightaway but immediately after, they sent me an email to say that item was not available. So I cancelled the order on the phone AND online. I received a text from them to confirm that they are HAVE REFUNDED, AS WELL AS BY EMAIL AND ON THE PHONE! All lies! They are messing about, not refunding. At the moment its been one month and I am still waiting for my own money that they are keeping!”

Helpful Report

Posted 8 years ago

“awful company,I bought something from them online and returned it unopened the same day, it's been 2 months and I haven't received my refund yet.they have acknoledged that they have received my item and agree there is no problem with refunding me but they just don't do it. this company is so behind times,I've bought hundreds of items online from various retailers, and never had any issues with return and refund. I will never buy anything from this people, and I definitely don't recommend anyone do so.”

Helpful Report

Posted 8 years ago

“Went into the store today, the staff member couldn't put her own phone down and basically couldn't be bothered. This store used to be excellent bring back those staff please! Disgraceful couldn't be arsed attitude.”

Helpful Report

Posted 8 years ago

“My husband bought a sumsang phone from the shop in Yeovil before Christmas, yesterday after only 4 months use, it stop working completely. I went to shop this morning try to exchange or repair the phone, because my husband is on business trip, even I have all the recipe and my ID on me, they will not do anything because it's my husband's phone! The woman said it's THE LAW. What is even worse? I ask for a replacement phone because clearly everybody needs their phone, that woman said they don't have any replacement phone either! I said to her this service is horrible, she replied she cannot be anymore polite. Such a joke!”

Helpful Report

Posted 8 years ago

“Not given correct information. Will take up to 5 days to cancel the line. All I got was sorry we can't help but is there anything else we can help with. Didn't help in the first place.”

Helpful Report

Posted 8 years ago

“Bought a new phone just before Christmas and the touch screen stopped working. So took it back to Carphone Warehouse in Dunstable to sort out. They told me they could not fix it nor replace it and had to be sent way and all my Christmas photos would be deleted, not good. However was told the Tec Team in Luton would be able to help, no they don’t have a clue either, vacant expression all round. I think it would be a good idea to invest and train the staff so they can help! So I sent off the phone knowing that all my Christmas photos where going to be deleted great once again! Then I waited for a phone call that never came, they said at the store they would contact me when it was fixed but it could take up to two weeks or a month. After more than a month I phoned up the repair centre and they said it had been ready for pick up for some time. Thanks for NO phone call carphone warehouse Dunstable. So I went and picked it up which took longer than planned as people didn’t know how to put my sim car in the phone, and now under a month later I have got no service Sim card issues. All I want is a phone that works no thanks to carphone warehouse where I thought a reputable retailer would be able to sell good quality phones and provide a good service. Very disappointed the amount of time and stress this has caused me it’s not worth ever going back to them for anything!”

Helpful Report

Posted 8 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews