Carphone Warehouse Reviews

Name: Carphone Warehouse
Address: The Carphone Warehouse, PO Box 375, Southampton
Rating: 1.57

1.6 Rating 1,637 Reviews

13 %

of reviewers recommend Carphone Warehouse

1.6

Based on 1,637 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

“ILFORD EXCHANGE IG1 - the worst customer service I have experienced in store . The female assistant manager was unhelpful , abrupt and rude. She was not forward thinking and practically accused me of lying . She was worthy of being fired . It was obvious there was little choice in appointing someone of her calibre as she was the major unprofessional women I have met . At no point did they tell me That if you buy in store that i cannot ever refund even if goods are faulty .and when I said this the assistant manager said she had to I ask the assistant first. Then she said it was in the small print I signed yet she show e me web page. I mean I went into store so why is she showing me her web page for ? There were no clear notices anywhere informing customers that certain networks will not do a 14 day cooling off like most shops will to avoid come backs . I asked her if she would call Head office or customer services on my behalf she said no she can't and I should go off and call myself . I couldn't believe my ears . Quietly I left the store . It clearly suited them to be underhanded and tie people in as assistants would highlight this as refunds policy are a priority for customers . Yes the assistant who serve me on the 9th may have innocently forgot to point it out but why was I treated as a liar ? What if the assistant said she did tell me in fear she did sowmthing wrong ? Then it would have been her word against mine . And to suggest an exchange in a faulty item and no refund ? That's against law is it not ? Yes maybe an exchange if you don't like it but a faulty product ? Then another young man was rude and started swearing not at me but generally over the phone . And at one point out the phone down after speaking to his manager and when I rang back he kept cutting me off ! Shocking behaviour even after I said I wouldn't make a complaint against him . But I did in the end after how he treated me . These people need customer service training and need to be held accountable for their behaviour . I am considering making a complaint to the regional manager. I mean is it getting that hard to employ the right sort of people in ilford? Are car phone warehouse that desperate to put the likes of that assistant manager In her post ? She was pathetic , non dynamic and an embarrassing specimin of a manager who did not make the grade it seems but none the less was made Asssistsnt Manager ? Wow . (Saying that after I went home and called customer services myself I got a full refund, having spoken to customer services on the phone but went into another branch to get the refund . BECKTON BRANCH BRILLIANT AND SENSITIVE AND UNDERSTANDING STAFF . customer services were brilliant with my complaint . ) The unprofessional service I received from ilford today made me never want to enter again but the Manager needs to know and if he responds as badly then he will be reported too. NASTY EXPERIENCE TODAY I will be seeing the manager next time I am shopping as he needs to know how rude his staff are. There are local people who have high standards and expect good customer service that is their job ultimately . Makes me laugh how they behave so important and as if it's their job to put up barriers to customer satisfaction . If they knew the occupations of half of their customers they would feel very inadequate, sorry but the arrogance made me cringe . Beware of Ilford Exchange - date 19 March 2016- Shame on the two peopl who delay with me today and if they read this they will know who they are.”

Helpful Report

Posted 9 years ago

“Sent my phone to be repaired at my local Carphone warehouse very helpful staff. Got two text messages saying that phone was in store ready to collect . Only to be told phone was not at the store ,don't know where it is and now got to wait for a claim . Must say staff was annoyed that this had happened to several other people .”

Helpful Report

Posted 9 years ago

“I bought a Sony z5 today over 400 pound, that I had saved up for, for ages, I bought it at Westwood cross, the man who served me, Anthony, droned on and on about cover, I declined, still he went on and on, I just wanted a sim free phone on payg, no cover no insurance just a phone, still he went on and on, I asked if he could put my sim in and show me how to work the phone, he mumbled something about a 14 pound charge, after more droning, he handed me a box, by now I just wanted to get home, on the bus journey home, I realised I had just payed 449 pound for a box, it could of been a bomb for all I knew, he didn't even show me the phone first! Anyway when I got home my sim didn't fit, I needed a nano sim, I phoned my network that said they could send me a sim but it would be a new number, I do not want to change my number, so took it back to the shop for a refund, no was the reply we don't give refunds, I am in the process of making a formal complaint, but after reading the reviews here, it's probably not worth it, unless you have a contract phone or broadband no one will help.”

Helpful Report

Posted 9 years ago

“Cancelled my S7 pre-order on the 1st of March and was advised the refund would take 3-5 days. After that time had passed I rang them up only to find out that the refund wasn't even actioned. It's day 14 now and still no refund, just many pointless customer service emails with no help at all. My partner had to fight for his refund for three months involving many calls and emails as cpw messed up his excellent credit rating. Stay away and take your business elsewhere, you'll be without a doubt better off!”

Helpful Report

Posted 9 years ago

“Tempted back to carphone warehouse after 11 years as they promised me the best deal and great customer service. Now I remember why I left in the first place. Ordered my new phone to be delivered on a nominated day just before I was due to go away on business. On day of delivery had no message with tracking information so called customer services and told phone hadn't been picked from the warehouse and wouldn't arrive that day. I'd still be waiting now if I hang called.... Explain I was going away and said I'd collect from store. Was told I would get a phone call back to see what could be done. Phone call three hours later saying that there would be no delivery and could not collect from store. Earliest delivery Monday even though I explained I wouldn't be around to take delivery. Asked to speak with manager but they were in meetings or on other calls. Was told that I had to get off the phone as they were too busy and had a que on the phones. Woman put the phone down on me but as I hadn't disconnected the call I was still there. Was told no point complaining as I'd have the same response. Totally unacceptable service and no way to run a business. I wonder how CPW would feel if a bill wasn't paid on time and was told by their customer not to worry but a payment would be made at some point in time. Although they claim order by 5pm for next day delivery this was not offered as a solution either. DO NOT USE CPW!”

Helpful Report

Posted 9 years ago

“Worst company going”

Helpful Report

Posted 9 years ago

“Purchased a Samsung S7 Edge on EE. Pre ordered to receive the phone on 8th March. The phone didn't arrive in store, the manager was clueless to find out why! Tried to cancel the contract as O2 has them in stock on the same day. "CAR PHONE WAREHOUSE HAS NO 14 DAY COOLING OFF CANCELATION" A disgraceful company and I will never use a 3rd party again.”

Helpful Report

Posted 9 years ago

“Very poor service from store and customer service. Misinformed of delivery times and could not cancel order once done in store. Felt completely at their mercy unless I wanted to change network provider as could not cancel order to upgrade directly with o2. Also, carphone warehouse refused to cancel order till they received the handset, which is really troubling, as you are left with no choice at all. Store in question was the one within Currys in south ruislip.”

Helpful Report

Posted 9 years ago

“I ordered a phone from them and they delivered it to a different address which was not in the order form... and they were insisting that i must have moved and changed the address with them when i didn't do anything as such. So annoying... i even took a day off work to wait for the parcel which obviously didn't come... had to cancel the order..”

Helpful Report

Posted 9 years ago

“returned phone for a repair under warranty they identified a minor, non-material crack in a piece of plastic and said the ENTIRE warranty was void. Dreadful company and dreadful customer services - I would never use them again.”

Helpful Report

Posted 9 years ago

“Went to the Brent Cross shopping centre branch to buy a basic Nokia phone. It was out of stock but very nice chap told me it will be in in a few days and and when I come back would transfer my contacts over free . I came back a few days later and was told they would charge me £15 to transfer my contacts over . I was told that chap who agreed to transfer the contacts free should not have and that they would not do it for me even if I bought the phone. I complained that I came in specially but they refused and then someone else told me they would charge £20 . I bought the phone and left the store . I went home and charged the phone and inserted the sim only to find the phone was faulty and did not work.”

Helpful Report

Posted 9 years ago

“I changed networks from o2 to ID mobile as thought it was cheaper. However, I get constantly overcharged for data usage. No caps on your data allowance, no warnings at or before the limit so got charged £38 for one days date. Absolute bullshit. Do not go with this network.”

Helpful Report

Posted 9 years ago

“Car phone warehouse blankly lied that an up grade had gone through and tried to sell it to me twice. Luckily I inquired further otherwise I would of been billed twice. An awful company that forces products and contracts on you very telesales. You have to be very assertive otherwise they will pull a fast one on you.”

Helpful Report

Posted 9 years ago

“Went to buy a new mobile phone today, Carphonewarehouse Swansea. the salesman would not sell me the phone because I would not answer his questioner and sign the form, he kept saying its the law, I have to give him the information, I told him I just want to replace my galaxy note 4 with a newer smaller model, I am paying cash or credit card, I was kept standing there while he typed in my personal details onto the pc checkout screen, why did he want to me to answer questions. All I could see was warning lights, will I be loaded up with insurance policy I do not need. or will I be billed later on for a sim free unlocked phone? I travelled 52 miles to my nearest curry's store just to buy it now. never again will I look at phones at this store. I will order the same phone a little cheaper from Argos and wait the two days for delivery. I like a simple life, no contracts, no hassle pay and take it. do you know why they have all this form filling and tell you its the company's rules.”

Helpful Report

Posted 9 years ago

“Awful customer service, ordered a phone in November but was wrong one so didn't even open sim just sent straight back with dpd! In January I noticed I was still being billed for this contract so contacted car phone warehouse straight away and asked them to cancel contract and refund money, they said they needed to investigate and it turns out dpd lost the phone but confirmed they had received it from me! Apparently dpd do not cover this refund under their insurance, so carphone warehouse are still trying to find a refund for me now another 2 months later! They also did not cancel the contract in January like I asked and I was billed again in February and again in March!! Have been calling over a month and the person dealing with it each time is conveniently 'not in work today' awaiting call back tomorrow!!”

Helpful Report

Posted 9 years ago

“I ordered online but the order did not go through and Cpw could not give me any reasons why the order was rejected. Again no apology was issued. I made a complaint but they were very dismissive. Anyway, I though it happens. So I call up and they rekey the order a week later, and I receive my phone okay. However, it doesn't stop there. As if that was not enough, I receive my order finally at the end of the week and when I try to use the phone, I get no signal. Assuming that there is an issue with the SIM card, I call Vodafone to find out if there is any issues with the network - they are unable to find my details on they system because Carphone Warehouse have not passed any of my details to them. What kind of service do you call that? Then I call the Cpw call centre this morning and what am I told? They are requesting a manual connection which could take up to 3-5 working days. So it is now already over 2 weeks from when I was promised next day delivery and a working handset and I don't even have any functioning device. This is the worst company I have ever dealt with, where there is no regard for the customer at all! As their agent said, there is nothing she can do for goodwill (because they don't have any!) Shame on you CPW! I wrote another complaint again but once again, I received a dismissive response that they had tried their best and couldn't do anything more. Most pathetic company ever!”

Helpful Report

Posted 9 years ago

“Worst company I have dealt with in years. Staff generally disinterested but also hampered by idiotic company policies and computer systems that don't work. Get disconnected while waiting on the phone, Get stuck in touch tone menus that stop working and have to hang up and call again. Can't call the local store - get told try again later and get charged 11p each time. When you do manage to get through and you can understand the accent you are talking to they can't do anything about your problem. When you are at the end of your tether and want to complain you are invited to contact their CEO Charles Dunstone. This involves filling in a web form, but, don't bother because you won't get more than an automated email in response.”

Helpful Report

Posted 9 years ago

“Hi had a delivery for my Samsung galaxy note 4 from dpd courier delivery service he asked me my name and sign the device ok gone inside opened the outer packing damaged box and seal broken opened the box no phone and battery just accessories in the box so I looked outside the dpd driver richard a black guy from Birmingham was gone so I phoned carphone warehouse upand told them the problem they messed me about for a full week saying investigation will take place after the warehouse claiming it was scanned and dpd courier delivery service saying it was all clear from there side operator told soooo sorry we can't help you with this you signed for it lmao the cheeky bastardz told me take it up the trading standards the wouldn't let me speak to any manager accused of being a thief just blagging me that let us call u back .carphone warehouse have got robbing thiefs working for them and so have dpd courier delivery service taking customers handset and batterys out before delivery then carphone warehouse is saying take it up with trading standards both company are really poor in there services damaged items things missing avoid them try some other company for contract phone and try professional courier delivery company not ThIEVES not even worth one star review absolutely poor companies avoid”

Helpful Report

Posted 9 years ago

“Islington branch Disgusting customer service from a very ignorant, unprofessional assistant manager. I Had an item delivered to this store that My daughter bought and paid for from the currys website. Over a week after ordering She went to the store to enquire on the whereabouts of the item only to be told it wasn't there. I phoned currys to find out what was going on to be informed it had been delivered 2 days after ordering and was indeed in the store. I myself went back to the store to find out what was going on, the shop assistant was unhelpful and refused to give me the item as my daughter had paid for it. He asked the assistant manager to take over, he agreed then persisted in walking past me 4 times totally ignoring me. My daughter sent me a picture of the payment card and order confirmation to be told this wasn't good enough and she would have to come to the store herself and bring her card as proof. She is in fact studying for her exams and this was a total waste of her time. I think Carphone warehouse really need to look at who they employ at the Islington branch as their current staff members are very rude, unprofessional and have no customer service skills whatsoever”

Helpful Report

Posted 9 years ago

“I upgraded my phone last week. Ut my number hadn't conected. Rang the main department to complain. Couldn't understand the woman she wasn't answering my questions. I took my phone back to the shop they exchanged it. Just had a email to say I'm getting a phone delivered. What do I do now? Will I be charged for other phone? I see as their cock up not mine. Angry customer”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,637 reviews