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

“AVOID THIS COMPANY LIKE A DISEASE!!!!!!! I WISH i COULD GIVE LOWER THAN 1 STAR REVIEW. I don't normally write reviews but this experience is absolutely disgusting. This company has provided the worst customer service I have ever experienced in my entire life. I ordered my Samsung Galaxy S6 edge on Wednesday with supposedly FREE next day delivery. When I called the following morning on Thursday they told me the E-Team hasn't even processed your order yet. They processed my order and told me it would arrive the next day which would be on Friday. When I called on Friday expecting to receive a tracking number, they told me there is no stock on the phone I ordered. I was horrified and told them this is poor service. The agent went off line I was waiting about 10mins and when he came back he told me its available and I can expect to receive it on Monday, I asked if I could have it on Saturday and he told me I would need to pay £7.50. So I agreed. I called again on Saturday only to be told its not available in stock. So I asked what stock do they have available? she told me they have white so I asked for that one. after waiting 15mins she tells me the gold is available in stock so it will be arriving on Monday. I called them today (Monday) for my tracking number she tells me there is no stock again. At this point I am furious. I asked to speak to a manager, she tells me they are all on call. After 1 hour and 25mins I am still waiting while she checks to see if there is going to be any stock because her internet is working. After listening to their automated music the line goes silent for some time. This call is eating my mins as I am using a mobile to make the call. Another wasted call. I need to call them again. Which I will do later today and I will record it this time. At the end of the day they shouldn't advertise products as if they have in stock only to disappoint and lie to customers. Might as well use another company because these guys are middlemen and they don't do a good job of it. This call center is based in South Africa and the staff are incompetent and provide in inaccurate information. I still don't have my phone or know when they will have any stock. Leon”

Helpful Report

Posted 9 years ago

“Appalling incompetent customer service have waited in 2 days in a row for a phone never to arrive. Was put on hold for 55 mins trying to locate whereabouts of my phone still have no phone! Words cannot express how infuriated I am with this company will never be using them or recommending them.”

Helpful Report

Posted 9 years ago

“Contracts are worthless never again”

Helpful Report

Posted 9 years ago

“Went online to get an upgrade phone,first time using them,never again. They said be delivered next day. All i got was a confirmation e.mail n then nothing. No phone came. Took 30 mins to get through on phone next day,n couldnt find my order n then hung up on me. They eventually phoned back,had give all details again n eventually said they would process it for next day,asked for customer complaints,put on hold for 25 mins before was picked up n soon said hello they hung up. Ridiculous for a big company,never ever again!!!”

Helpful Report

Posted 9 years ago

“very poor service, terrible customer service, can't be bothered to even call you to update you of the progress of your order, don't even answer the phone”

Helpful Report

Posted 9 years ago

“I went into the store and was treated very badly as I wanted a repair and didn't want to buy anything. I was in the store for over an hour to book a simple repair. When I went to collect the phone I was offered a replacement phone as mine could not be repaired and was told it would take 5-7 days to arrive. I would receive a text when ready to collect. I received no text. Eventually after 3 weeks I went into the store to be told the phone had been sent to the wrong store and they would retrieve it and send me a text. I received no text. I went into the store, as after several phone calls I could not contact them, and the phone was there. They said they had been trying to phone me which was a complete lie.”

Helpful Report

Posted 9 years ago

“After buying a new Samsung Galaxy 6 Edge Plus from a Samsung Store, I wanted to buy a good quality Screen Protector for my phone (as anyone would do with a new phone). I was recommended by Samsung Store to go to Carphone Warehouse across the street, where I will not only get an Invisible Shield Screen Protector, but CPW people will also help me to put it, which is what exactly happened. However, I was told it would be an extra 5 GBP. I agreed and the salesman said he will get an expert to get it done. Firstly, as soon as he arrived he said (not asked) "I will not put the back cover as it will not fit into the clear view case that you just bought (as S6 Edge Plus comes with a full body cover)." I requested him to put both sides as I knew it will obviously fit into the cover, I have been playing with these toys since ages. Then this incapable expert took 35 minutes to put on the screen protector, ending up with putting the back protector horribly. When I raised a concern, the man (being rude) said all the ZAGG invisible shields comes like that only. When I asked him that why was I not informed before I bought it, he replied that it's coming for free anyway with the front one. Are you serious? Firstly, where is it written that its coming for free? How could you MISLEAD a customer like that? Just because you are not capable of doing your job right, you cannot mislead someone. I said I can't have my phone like that after paying 30 GBP, he said I can give you a new back cover but it will look the same any of the "Invisible Shields" do not work for these phone backs and I can't help it. Absolutely not going back to CPW again. I think all the leading telephone operators should pull off their collaborative agreements with CPW to save their associated reputation as well.”

Helpful Report

Posted 9 years ago

“I had come to the end of a 2-year contract and wished to upgrade from iPhone 4s to iPhone 5s with a different contract package so i went to Carphone Warehouse at Cribs Causeway, Bristol. The customer Service i received was nothing short of disgraceful but with my goal in mind got my new iPhone 5s which I left the shop with but is required an immediate upgrade in operating system which should have happened before i left the shop intact the phone should have been setup to my personal requirements whilst i was with them - when i got home nothing worked and i was forced to go back to the shop where they uploaded the operating system - silly me left with my new mobile again and once I had got in the comfort of my own home decided to set my phone up.......yet again nothing worked so the next day i returned the phone and cancelled the contract which took in the order of 45 minutes or so once they had said i couldn't cancel the contract and return the mobile. I told them that I had cancelled the direct debit from my bank and eventually left the shop with a receipt for the returned handset and a small amount of money returned but i then had to spend yet more of my time cancelling the upgraded contract with O2 which I can say was far from plain sailing! My advice, pay a little more and go to another supplier and give Carphone Warehouse a wide berth. I am now going to write to the CEO to vent my disgust but I will probably be ignored!!”

Helpful Report

Posted 9 years ago

“Reserved a new sim free iPhone 6s online, received email and text to say it was ready to collect so I drove to town on a busy Saturday afternoon all excited, struggled to get parked(pay and display) then when I got to the shop they refused to sell me the phone as their computer said no. Wasted my Saturday afternoon and will never use these cowboys again.”

Helpful Report

Posted 9 years ago

“despite unsubscribing to their emails at least 5 times I continue to get regular email offers - I have now blocked but haven't had this problem with other companies, do they not know unsubscribe means unsubscribe!!!”

Helpful Report

Posted 9 years ago

“had a samsung galaxy on a 24 month contract with geek squad insurance, after 14 months my phone started crashing and some times wouldn't ring when getting calls. phoned up Carphone Warehouse, after been on hold for an hour. got threw to someone, told them my problem and they didn't have a clue on what to do to help me so put me on hold again to someone higher up in office who took my details, my problem ect then told me i have to ring there geek squad team, range them up and was told to send my phone in to be fixed, got it back a week later and same thing started again after a month, went back to Carphone Warehouse did the same process, took details ect, contact geek squad again who told me it must be a faulty phone and could trade me for a refurbished one this time. got a different phone back that was in lot worst condition all scratched and color faded round edges. rang up carphone wearhouse to complain and got hung up on. so the long and short of it. dont deal with Carphone Warehouse, there customer service team are all incompetent and rude. DONT even bother paying to go with there geek squad its total rip off and run by monkeys who obviously dont have any clue about phones”

Helpful Report

Posted 9 years ago

“The people that work at the store haven't got a clue about phones. I came in to the store to ask about a specific phone and the guy didn't have a clue what phone I was talking.”

Helpful Report

Posted 9 years ago

“how I wish I had seen this site before I ordered! tried to buy a phone, was told it was in stock before I ordered. 1 hour later, an email saying out of stock. phoned to cancel - and was told it would take 14 working days to refund a payment which they took in an hour, for something they hadn't got in stock. talk about sharp practice.....”

Helpful Report

Posted 9 years ago

“Appalling- I strongly advise you to say clear- placed an order on line on Thursday- paid £59.99 for the handset- by Monday still had not received anything apart from the confirmation email. After making a call to complain received an email telling me the phone would be delivered Tuesday- not exactly Next day...the service had been so bad I checked the email to track where my phone was- no surprise then when it was found to not be tracking anything!! rang up complained-' their response - ''sorry about that but if you would like to go to our neatest store'' (miles from me on a rainy rainy day you can pick one up...'!! How about ''No!'' - you have taken £59.99 from my account and now you want me to waste time, petrol and parking to resolve your sub standard service- putting it politely. Shocking service, poor attitude and in my eyes a company that takes you money and is late delivering on what it advertises- in short cancelled the contract - now waiting 3-5 days for my money back!! Go to anyone...but DO NOT go to Carphone Warehouse. PS David Ross if you are reading this Customer complaint no LGD 0027829- take a look for yourself.”

Helpful Report

Posted 9 years ago

“Went to carephone warehouse Luton branch to take a new contract and met Mr.Waseem mentioned to be the manager of that branch. He was an arrogant and irresponsible person in the branch, staff used to be much better than him. He completely doesn't know the meaning of customer service and how carephone warehouse has appointed him as store manager!! During the visit observed his behaviour with other customers and staff, found to be completely unprofessional. He doesn't have time to listen to customers and not fit to be in that position. We have left carephone warehouse after his his irresponsible answers and behaviour.”

Helpful Report

Posted 9 years ago

“Went into the Norwich branch enquiry about early upgrade from t mobile to EE in order to get wifi calling ..I asked several times "will I get wifi calling " ..yes was the answer so I paid the £90.00 early upgrade and took away a Samsung s5 . You can only get wifi calling from a phone that comes from EE I took this information back to them none of there sales guys new this information. Carphone warehouse aren't interested. EE don't care as they have there money and new contract from me .”

Helpful Report

Posted 9 years ago

“Stay well away, was advised to take out a contract with the new id network(carphone warehouses own network) the customer service is shocking nobody knows what they are doing, can't even change direct debit dates, can't reply to feedback messages,poor signal, website always down,they have now cut my phone off, after me trying to pay a £17.00 bill twice customer service advisordidnt know how to take a payment, had to demand to speak to a manager, he's told me it will take three days to sort out as he's off for two days unbelievable!”

Helpful Report

Posted 9 years ago

“Customer service 0/10 customer satisfaction 0/10 Would I reccomend carphone warehouse? Never would I go back to carphone warehouse?never new phone that I cant use, new sim that I cant use, new number I dont want that doesnt work. I have never experienced such poor service in my life. This company should be ashamed. I'm only one person but I am telling all my friends not to go, they are telling theirs and so on. In closing, a complete sham.”

Helpful Report

Posted 9 years ago

“Never again Got a i phone 6 on a 24 month contract after 2 month the phone screen failed took it back and they sent it away came back 10 days later to be told it was accidental damage so wasnt covered by warranty had to psy £90 to have it repaired I will never use carphone warehouse again”

Helpful Report

Posted 9 years ago

“DO NOT DEAL WITH THIS BUNCH OF SHYSTERS !! I do wish I had discovered this web-site before dealing with the Carphone Warehouse, and their O2 partners in unholy alliance !!. Appalling customer service from the word go, no response whatever to numerous letters to Executive Level Complaints Team, and I am now being told that it will probably take a month from formal contract cancellation for them to refund a payment they were able to take instantaneously. I am now taking legal recovery proceedings ! Frankly, the business and financial administrative practices adopted by this outfit are sharp in the extreme and quite possibly unlawful. I am therefore also making a referral to the Office of Fair Trading.”

Helpful Report

Posted 9 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews