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

“The customer service in their Kensington Branch is awful. I do not know how they lady called Liz got that job as store supervisor. They must not want customer to return. If that is the case they have succeeded. Not going back to them.”

Helpful Report

Posted 6 years ago

“They will lie to you just to get u to buy, not a good policy... And if you need any help after you buy they will just tell you to go to the carier you have the contract with, guess they already got their comision....”

Helpful Report

Posted 6 years ago

“Carphone Warehouse Crouch End. Terrible customer service. I went in today to upgrade my iPhone. Asked to have a look at the iPhone XS and Xs Max (which were kept behind the counter). Very sullen and bored salesperson handed me the two phones - which were not switched on. “They’ve not been charged” she said rather grumpily. “You’ll have to wait 20 mins if you want me to charge them” she said. I didn’t want to stand there waiting such a long time and asked how were customers supposed to make a decision just by looking at a dead phone? No reply. I explained my CONTRACT WITH CARPHONE WAREHOUSE HAD COME TO AN END AND I WAS LOOKING TO UPGRADE there and then (in the hopes this would wake this ‘salesperson’ out of her bored trance), but she said nothing. Silence. No interest. No sales pitch. Nothing. She didnt seem the slightest bit interested in SELLING ME A PHONE. Which is strange.... for a phone shop.”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“Doggy becarful Becarful as after you buy the phone you will not get any help or support as they have poor condition devices and they will not help you to fix it even in the warranty period time plus they do have very poor coustmer service so you will end up sue them as i will do .”

Helpful Report

Posted 6 years ago

“Very terrible customer service and rude agents, after spending my time discussing a contract for Samsung S9 Plus. I agreed, provided all my details. 2 or 3 days later I called for updates about the phone, they said no updates. Patient me waited a week later only to be told I cancelled the order which is a BIG LIE. for a moment I thought they were scams but it is from carphoneware house. He just said you cancelled the order , we cannot help you good bye... PLEASE DO NOT EVER CALL ME AGAIN TO SELL ANY PRODUCT AND DELETE MY DATA FROM YOUR RECORDS!!!”

Helpful Report

Posted 6 years ago

“So because of not having 1p to do an internal check, my partner was refused a £5 a month sim card!!!!!! He passed all other checks but not for the stupid one penny!!!!! He was even accepted for a credit card hours before! Wear going ELESWHERE!”

Helpful Report

Posted 6 years ago

“Visited 3 stores in Nottingham, staff knowledge very poor when asking a simple question does the phone have a magnetic compass was constantly being told yes it has a GPS which is not a magnetic compass, other staff pointed me to a 3rd party review website which was fine so I asked to purchase phone and try in shop immediately as the website they directed me to stated the phone had a magnetic compass chip I stated if it didn’t work I would require a refund, their reply was we do not accept 3rd party reviews so what was the point, I was told if it didn’t work I could purchase an alternative phone but could not have a refund even though I never left the store, I ended up purchasing from an online retailer with a money back guarantee, is it any wonder the high street is dying”

Helpful Report

Posted 6 years ago

“Went to CPW shop in Leicestershire ( don't want to embarrass them) by saying where. I wanted to replace my phone with an upgraded spec and a handset size that I felt comfortable with. The first assistant, was more clueless than me, so asked to speak to someone else. They were not much help, I asked for suggestions of whatI should I consider. It would have been easier to extract Unicorn teeth for the advise I got I was left to look around the shop. On display I saw a phone that sounded and looked just right.. It was labled a Moto g6plus. I decided to buy this and pay extra for data transfer. Phone wasn't in stock so had to go back next day to collect. Next day went to get new phone. They unboxed it but to my surprise the phone was not what they had on display ( apparently that was a Moto g) I was very annoyed as unboxed phone was nothing like what I had ordered. Staff there didn't seem concerned/bothered , no apology basically take it or leave attitude. I suggested they remove or relable phone on display...3 days later they hadn't!!! What joke they are. Folks, you may as well buy your phone online and get it cheaper..no wonder the high street is dying”

Helpful Report

Posted 6 years ago

“It is rare that i review something like this but i felt compelled to after my recent experience. I ordered a new phone through them and selected a trade in of my current phone as it was a good deal. I eventually(!) received my phone and awaited for the bag to ship my old phone in which never came. I called customer services and at first i was told to call back as the system was down so the rep said they couldn't talk to me about anything useful at that moment. I tried to chat with them after i was told i could chat to get what i wanted. No chat option. I then called back later to explain i was still waiting for a returning bag to send me phone and they said i had never asked for a trade in. I would never have chosen the contract if i knew this wouldn't go ahead. The website is not clear or honest with regards to the trade in process and after me trying to explain to the support ref he literally couldn't care less about my issue. There is no way you can retrospectively offer me a trade in even though i called 4 days later and i've just spent a fortune on a new phone. Customer service absolutely pathetic. I should have gone elsewhere.”

Helpful Report

Posted 6 years ago

“Bought the glass protector screen from Carphone Warehouse High Street Ruislip branch in February 2016. When buying it I was told by the sales assistant in the store that it comes with a life time guarantee. All I had to do was register with Zagg After almost 3 years I went back to the same Carphone Warehouse store on 29th January 2019 only to be told that I have to claim it from the company and once I receive the screen, I should go back to them to have it fitted. Having claimed the screen from Zagg, I went back to the same store on 14th February 2019 and was told by the sales assistant that they would have to charge £5.00 to have it fitted despite having told me at the time of purchase that it will be fitted free of charge. In addition, I was told that we do not have a technician on site to fit it therefore we cannot assist you. Upon inquiring if there was another larger store who would have the technician to fit it, I was told to go to the branch in the Greenford retail park. This I did some 8 miles away and having arrived there I was told that they too cannot to help as they too do not have the technician to fit it. I was told to go to Brentcross branch, which was a further 10miles away. Having experienced a wasted trip to the Greenford store I decided to call the Brentcross branch to confirm that they would be able to provide the service to fit the protecting screen on my phone. When I phoned that branch it was impossible to get through (I tried for 5 hours from 12.00 noon to 5.00 pm) The phone kept ringing and then directed to an automated message “your call is important to us we are sorry we are very busy please call back later” and the line cuts off. This is appalling service and I would never want to go back to Carphone Warehouse again.”

Helpful Report

Posted 6 years ago

“A joke of a Company. Could not collect my phone for over a week due to internal systems error. Not offered compensation and just told to come back after a week. Avoid !!!”

Helpful Report

Posted 6 years ago

“f***king awful service!!!! keep away!!!!!”

Helpful Report

Posted 6 years ago

“Asked a simple question with the sales team over the phone. They said that I would be transferred to customer services and they would be able to sort it which they couldn't! I got transferred between sales team and customer services for 2 hours without getting a straight answer. Called sales who said they would esculate to Head of Department and contact me the next day (Which never happened!!!) I rang again to ask why to be told nothing had happened and was told that I would have to wait for someone to get back to me. I waited a week then rang in again in which I asked for a manager who made a sales investigation into my account and they said on the Sunday that it would take a week then they would would ring me on the next Sunday to inform me of the outcome. They failed to do this and now after ringing back AGAIN today (Tuesday) I've been told that over £75.00 of vouchers that had been given to me as refunds for things that I hadn't received in previous purchases, I can not use because the customer services agents should not have given them out in the first place! I was warned about Carphone Warehouse and the person was right! I have requested that they delete my details and I will NEVER use them again. Awful customer service, staff that lie and when they investigate they only listen to the staff and not the customer. I'm not surprised they had to shut over 90 stores last year and if this continues they won't have a business left because they will be shut down. If I was Trading Standards, I'd shut them down tomorrow!”

Helpful Report

Posted 6 years ago

“Placed an online order on 28/1/19 for a Xiaomi Pocophone F1 64GB on the website, product appeared as in stock and a promised next day delivery. I arrived at work the following morning and checked the e-mail confirmation which stated we will contact you when the phone is available which I assumed was a mistake so I called them, after 15 minutes I was told they did not have the phone in stock. I decided to cancel the order at this point and was told that it would take between 24-48 hour for this to be confirmed by e-mail (how can it take this length of time to cancel an order ?) This morning I checked my bank account and surprise surprise they have taken £279.99 from my account. Well done Carphone Warehouse for taking money out of someones account for a phone that you cannot supply. If it takes up to 2 days just to send someone an e-mail to confirm their order is cancelled I dread to think how long it will take to refund the money they had no right to take in the first place. So for now no phone until they give me my money back.”

Helpful Report

Posted 6 years ago

“Bought a package with cashback in mid December 2019. Still not received the cash back yet. Called to follow up, customer service said it takes 10 business days to process. After 10 business days, still not process it. This is appalling way of doing business. Felt like a trap to attract customer. AVOID!!!!”

Helpful Report

Posted 6 years ago

“Unreliable, unprofessional, untrustworthy.”

Helpful Report

Posted 6 years ago

“Why has no craphone warehouse contacted me and asked about my experience? Answer :they genuinely do not give a damn or care once you are on the balance sheet! It's only a matter of time before we start to closedown your shocking company the majority always prevail no matter how tyrannical the heirrachyy becames. Enjoy for the short period you're on the way out!”

Helpful Report

Posted 6 years ago

“I upgraded my Vodafone contract with Carphone Warehouse on a Black Friday deal but they put me on the wrong tariff (double the cost advertised). Two months later, countless calls and emails and they have still not resolved the issue. The customer service is truly terrible. Do not use Carphone Warehouse.”

Helpful Report

Posted 6 years ago

“Absolutely shocking! customer services that are obviously trained in a different country and by a foreign robot. A disgraceful policy for returns bought in store. My wife bought a phone for my birthday the same day I treated myself. They refused to take the phone back stating its our policy I asked what about your customer service ? I had the phone 2 days all boxed and untouched they flatly refused the fact I had two phones and obviously went with the gift from my wife. Customer services answer if your are not happy with our T and C's go to trading standards !!!! unbelievable. I am stuck for words they need striking off!”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews