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

“Awful. Charged £150 twice for the upfront cost for a new contract which had to be changed because the first phone was out of stock. No response to email sent requesting refund especially as refund was supposed to be automatically refunded per their policy within 14 days (has been more than 20 days). Instead a credit was applied to the account (which is standalone and therefore cannot be deducted from phone bills) and had to call to chase for refund. Then was told could not put the amount back on the original (Amex) card and needed a different card. Ridiculous given it should be refunded to the same card it was deducted from! Asked to speak to manager but told manager was in a meeting. Horrid service this is not the first time I have encountered sub standard service. Avoid if possible, they are on the decline.”

Helpful Report

Posted 7 years ago

“I bought sim-lock free I-phone, it does not work abroad and locks into first network, so really with sim lock. I got told that Apples iPhones are different devices then the once They sell, be very aware of very bad service, no help, and misleading informations.”

Helpful Report

Posted 7 years ago

“Terrible. I was mis-sold a phone and a data package and when I tried to complain they took so long to come back to me that I was out of time to return the phone. This was after at least six phone calls to your customer service line. I will never use carphone warehouse again”

Helpful Report

Posted 7 years ago

“I ordered a phone on-line,to get sent to my local store.It was two days late (as they said it would be 48 hours), when i went to the store i suggested i get a discount on a phone case for the delay the manager was very angry and said she could do no such thing. when i said i thought this service would free up my time and i could of got it quicker if i had gone into store, she stated "why didn't you do that?" and that the phone should be here the next day and i will get a phone call when it gets here and to stop coming in until i get the phone call. a week went pass and i did not get a phone call. so i rang customer service to track myphone the advisour stated that it was in the store the very day i was in, when i told her about what happened she stated "don't use that store in future". i now have to go in store (which i don't want to do) and collect the phone, i just hope they are friendly this time around, a truly awful experience”

Helpful Report

Posted 7 years ago

“Absolutely disgraceful, I took out a 24 month contract I had a phonecall in April saying my contract is actually up and I can upgrade ( I knew it was coming up) Excellent they found me an upgrade then informed me if I changed from vodafone to o2 it will be even cheaper. Went ahead then got told I might have a small fee to be vodafone for leaving but got told I would be saving a lot over the next 2 years. I contacted Vodafone personally straight away and got told my contract was not up and I had two months left so I was left with no choice but to pay vodafone for the next two months along side my new contract which carphone warehouse sold me!!! Its now July and i'm still paying BOTH CONTRACTS!! I hardly even use my phone my older phone has been in a box for 3 months. I've rang carphone and they do not care at all, I got told to contact vodafone again!! CARPHONE WAREHOUSE TAKE NO RESPONSIBLY FOR MISS SELLING A UPGRADE/NEW CONTACT UNDER FALSE PRETENSES IT HAS COST ME OVER £70 FOR 3 MONTHS!! WILL NEVER USE THIS COMPANY AGAIN OR EVER RECOMMEND THEM”

Helpful Report

Posted 7 years ago

“Carphone Warehouse POOR SERVICE - Ex-customer Pursuing a Legal Suit Last week I entered the Carphone Warehouse store in Westfield White City. I slipped on what appeared to be chocolate ice-cream on their showroom floor. I fell badly to the ground and as a result suffered a fracture. NOT ONE member of staff completed an incident form. The manager mopped up the mess and did not even acknowledge me. When I complained. he was extremely rude to me exclaiming "I am mopping it up aren't I". It took a kind customer to hand me my mobile phone (which got damaged in the fall. At that point I was not aware of the damage as I was in complete shock) then, the customer asked me if I was ok, and handed me back my mobile phone which had gonet flying across the shop floor. I then sat at the technical desk waiting for assistance and no one came. I approached a member of staff who was texting on a mobile phone, she did not even look up at me at first, until I spoke. I asked if anyone could assist me at the tech desk. She said it was closed. I asked why and she said the tech person was on leave and back the next day. I asked where the nearest branch to White City was, she responded Tottenham Court Road. I asked if there was not one nearer? perhaps Ealing? She said yes. I asked if she would enquire at the store to see if tech support was available, she said as far as she knew there was. I asked again if she would check in case that was closed too, to save me a wasted journey. I waited whilst she text the store as she said there was no reception in the store but after a few mins she made a short abrupt enquiry over the phone and confirmed tech support was available in Ealing. I got to the Ealing Branch, there were 2 people on the desk, one tech person was tech serving a customer, so I approached the other person, who was free and asked for assistance to which he responded: "I am going on my break, you will have to ask a sales assistant to help you at the desk over there". I asked if they could provide tech assistance, he said "no, you will have to wait until I return from my break after 45 minutes". I approached the sales assistant explaining I was told to ask for assistance here as tech support said they were going on their break and not returning for 45mins. The sales assistant asked the manager for assistance, who exclaimed: "I don't know anything about Sony phones". The assistant approached the same tech person, still seated at the tech desk. The sales assistant returned to me and said: "he will take a look at your phone, please wait here". I got up and approached the tech person as I needed to explain my query. The tech person was looking at my phone, returned it and said your phone is out of warranty, I asked what he meant as I only purchased the phone 'in cash for £250' on Monday that same week (It was only Weds). He pointed out a dent and claimed there were also scratches, he said: "you have dropped your phone and damaged it". I explained how this happened from my fall at their White City Branch, he said I should claim it on insurance. I refused as it was not my fault and felt I should not have to pay a £40 surplus fee for another phone. He said, "take it up with the manager at that branch, it will be at their discretion and they should have done an incident report". I was not feeling up to returning to this branch as I had such a bad experience there and was feeling pretty exhausted and shaken plus in a lot of pain. I left the store totally deflated, called the Carphone Warehouse customer service central office to report the whole incident and the poor service from both branches. Just when I was about to be given a reference number I was put through to an automated voice service asking 'how my experience was with Carphone Warehouse today'. I hung up and expected a call from the central office in the hope they would call back and apologise for their silly mistake but no call back came. I was in pain, tearful, exhausted and very upset by the whole course of events. I felt more pain coming on and decided to head to the hospital emergency room. I was becoming frustrated at how I had been treated and now in a lot of pain, I decided to seek legal assistance and called a lawyer who confirmed I have a claim and I I am pursuing a case with their help presently. I spent from 6.30pm - 12.30am at the hospital and an X-ray showed I have a fracture. I am a carer for my housebound disabled mother who I was cooking for daily and seeing to her care needs and I am a carer for my daughter who is vulnerable. I support both of them and I am pursuing my ambition to start my own business and now I have this huge set back among many other things I am unable to do whilst suffering in severe pain. It is having a huge impact on all of us and my pursuit to start a business. This has been a complete nightmare, to say the least, and to add insult to literal injury I returned to Carphone Warehouse White City the next day to ask the manager for an incident report. He was unapologetic, unsympathetic and only sought to play detective by replaying an edited version of my fall (the customer who helped me was not in the replay), and this manager proceeded to point out how I fell as though I had been lying?? I was upset and disgusted at his defensive attitude and I told him I was there for the incident report nothing more nothing less! He kept me waiting TWO hours whilst he tried to find an electronic form on a laptop which did not exist as he rang TWICE to another manager as to where he could locate the incident form?? After the long wait, the manager then tells me I cannot have a copy. I asked why. He said it was an internal system and could not provide a copy. I asked if he could simply cut and paste the email (no incident form was completed, only an email sent internally), and forward the copy to me. I checked my email later to find his version of the event. Meanwhile, a call I was told to expect that same day from Carphone Warehouse CEO Office never came. I got an email later saying the number they were given by their central customer service was coming up as unavailable. The number was bogus! It was not even a mobile number I recognised nor gave to their central office?? More buffoonery! Annoyed with the comedy of events, I emailed back to say I now had no desire to discuss this issue again with their organisation and it was now in the hands of my solicitor who will be investigating the whole sorry saga. Today I received this response from the CEO's office at 18.17: Dear Ms Fraser, Thank you for your recent email. Just to advise we are still investigating your complaint. As part of the investigation it is key that we speak with all employees. As soon as I have an update I will contact you on xxxxxxxxx. Kind regards, Charlie Rostron CEO Team Carphone Warehouse See you in court!!!!!!”

Helpful Report

Posted 7 years ago

“after an unsolicited phone call from Phonespot, a subsidery company of CPW, Ive ended up with an unwanted new phone contract instead of an upgrade, which I'm now being charged £420 + for early termination fees. I've cancelled the direct debit, which was automatically set up by O2 through CPW, which would allow O2 access to my account and withdrawal of those costs. Hours and hours have been spent trying to understand and sort out the mess which CPW initiated.”

Helpful Report

Posted 7 years ago

“Staff very arrogant and talked down to my wife and me. Most of the information we were given was, on further reseach, found to be just not true. Not sure if this was lack of knowlege or just a way of getting up to spend far more than necessary. Staff need some serious product knowlege training and to aquire people skills especially the latter.”

Helpful Report

Posted 7 years ago

“Company has a whole shit total waste of time cannot wait for contract to finish phone repaired twice then told it is beyond repair no fault of my own then told I can have a choice of 3 phones better upgrades but not a new phone but some other reconditioned phones they've had problems with as a a replacement”

Helpful Report

Posted 7 years ago

“Bought Apple AirPods online but later decided to cancel my order before delivery, they advised me to wait for delivery and then refuse it, so item is returned to them and they can issue refund. It took over a month and dozens of phone calls and emails until I could finally get my money back. They refused to refund me through my debit card and instead sent a check.very inconvenient.”

Helpful Report

Posted 7 years ago

“iPhone died after six weeks, took it in for repair and they sent it off. Came back two weeks later saying it been subjected to water which had caused the damaged and refused to repair. Phone has not been anywhere near water and was very well looked after and treasured. No idea how they come up with this nonsense. I am appalled. Never will I use these cowboys again”

Helpful Report

Posted 7 years ago

“I visited the Carphone Warehouse store in Kingsthorpe, Northampton last Friday. I only went in to ask about the deals they had on for iPhone 7's but they mentioned a deal I was happy with. I popped in t 4:30 but ended up staying until 5:30 when they closed to organise purchasing a new phone. Whilst there for that hour I witnessed some of the worst customer service I have ever seen. I was talking to Ellen, an obviously new member of staff who handled everything I asked well and did a great job. She may have been a little slower than an experienced person, but I wasn't too bothered. Ollie, who has obviously been there for longer, was available to help when she needed it. There were periods where the store was a little busier, but mostly it was just me in there. The manager at the time was Brett. I am assuming he was a manager, but he was definitely the most senior staff member there. Brett is where I have my issues. He was not friendly in the slightest, made a few weird jokes (that even the staff members were a little uncomfortable with) and was generally quite rude. When I walk into a shop, willing to spend a large amount of money, I expect the person in the shop to be friendly whatever day or time. Maybe that's where I am wrong. Brett made it very clear to myself and everyone walking into the shop that it shut at 5:30 and he wanted to be out of there at 5:30. At around 5:10 he started giving myself and Ellen a countdown for how long we had left. This, for a new staff member, is probably quite stressful. If I had not already decided on the contract and got half way through it, I would have left and never gone back. People came in to browse and ask questions, but Brett made it very clear to staff members that they had to get them out the store as fast possible. He made it clear enough that I could hear him, and probably so could they. He was shouting commands at Ollie to empty bins etc, so that they could all leave on time. Unfortunately, I ended up staying until the store shut and the automatic doors were turned off and locked. When it was my time to finally leave, I had to unlock the doors myself, because they were too busy chatting and doing other things. Unfortunately, I am not at all happy with this store and will not be returning unless I have too. They offered me a great contract, but let themselves and Carphone Warehouse down with their customer service.”

Helpful Report

Posted 7 years ago

“I have a Samsung A5 which keeps rebooting, been repaired twice, then exchanged. Still same problem with new phone. Reason to beleive Mashmellow software to blame. Told I could change to a differenet phone but would have to pay difference. I objected to this. Wrote to Head Office, got nowhere. Told them I googled problem- the fault is known but Samsung/CPW deny there is a problem. I now have a phone which is unreliable”

Helpful Report

Posted 7 years ago

“One star is too high! Worst customer service I have ever experienced.”

Helpful Report

Posted 7 years ago

“Carphone Warehouse POOR SERVICE - Ex-customer Pursuing a Legal Suit Last week I entered the Carphone Warehouse store in Westfield White City. I slipped on what appeared to be chocolate ice-cream on their showroom floor. I fell badly to the ground and as a result suffered a fracture. NOT ONE member of staff completed an incident form. The manager mopped up the mess and did not even acknowledge me. When I complained. he was extremely rude to me exclaiming "I am mopping it up aren't I". It took a kind customer to hand me my mobile phone (which got damaged in the fall. At that point I was not aware of the damage as I was in complete shock) then, the customer asked me if I was ok, and handed me back my mobile phone which had gonet flying across the shop floor. I then sat at the technical desk waiting for assistance and no one came. I approached a member of staff who was texting on a mobile phone, she did not even look up at me at first, until I spoke. I asked if anyone could assist me at the tech desk. She said it was closed. I asked why and she said the tech person was on leave and back the next day. I asked where the nearest branch to White City was, she responded Tottenham Court Road. I asked if there was not one nearer? perhaps Ealing? She said yes. I asked if she would enquire at the store to see if tech support was available, she said as far as she knew there was. I asked again if she would check in case that was closed too, to save me a wasted journey. I waited whilst she text the store as she said there was no reception in the store but after a few mins she made a short abrupt enquiry over the phone and confirmed tech support was available in Ealing. I got to the Ealing Branch, there were 2 people on the desk, one tech person was tech serving a customer, so I approached the other person, who was free and asked for assistance to which he responded: "I am going on my break, you will have to ask a sales assistant to help you at the desk over there". I asked if they could provide tech assistance, he said "no, you will have to wait until I return from my break after 45 minutes". I approached the sales assistant explaining I was told to ask for assistance here as tech support said they were going on their break and not returning for 45mins. The sales assistant asked the manager for assistance, who exclaimed: "I don't know anything about Sony phones". The assistant approached the same tech person, still seated at the tech desk. The sales assistant returned to me and said: "he will take a look at your phone, please wait here". I got up and approached the tech person as I needed to explain my query. The tech person was looking at my phone, returned it and said your phone is out of warranty, I asked what he meant as I only purchased the phone 'in cash for £250' on Monday that same week (It was only Weds). He pointed out a dent and claimed there were also scratches, he said: "you have dropped your phone and damaged it". I explained how this happened from my fall at their White City Branch, he said I should claim it on insurance. I refused as it was not my fault and felt I should not have to pay a £40 surplus fee for another phone. He said, "take it up with the manager at that branch, it will be at their discretion and they should have done an incident report". I was not feeling up to returning to this branch as I had such a bad experience there and was feeling pretty exhausted and shaken plus in a lot of pain. I left the store totally deflated, called the Carphone Warehouse customer service central office to report the whole incident and the poor service from both branches. Just when I was about to be given a reference number I was put through to an automated voice service asking 'how my experience was with Carphone Warehouse today'. I hung up and expected a call from the central office in the hope they would call back and apologise for their silly mistake but no call back came. I was in pain, tearful, exhausted and very upset by the whole course of events. I felt more pain coming on and decided to head to the hospital emergency room. I was becoming frustrated at how I had been treated and now in a lot of pain, I decided to seek legal assistance and called a lawyer who confirmed I have a claim and I I am pursuing a case with their help presently. I spent from 6.30pm - 12.30am at the hospital and an X-ray showed I have a fracture. I am a carer for my housebound disabled mother who I was cooking for daily and seeing to her care needs and I am a carer for my daughter who is vulnerable. I support both of them and I am pursuing my ambition to start my own business and now I have this huge set back among many other things I am unable to do whilst suffering in severe pain. It is having a huge impact on all of us and my pursuit to start a business. This has been a complete nightmare, to say the least, and to add insult to literal injury I returned to Carphone Warehouse White City the next day to ask the manager for an incident report. He was unapologetic, unsympathetic and only sought to play detective by replaying an edited version of my fall (the customer who helped me was not in the replay), and this manager proceeded to point out how I fell as though I had been lying?? I was upset and disgusted at his defensive attitude and I told him I was there for the incident report nothing more nothing less! He kept me waiting TWO hours whilst he tried to find an electronic form on a laptop which did not exist as he rang TWICE to another manager as to where he could locate the incident form?? After the long wait, the manager then tells me I cannot have a copy. I asked why. He said it was an internal system and could not provide a copy. I asked if he could simply cut and paste the email (no incident form was completed, only an email sent internally), and forward the copy to me. I checked my email later to find his version of the event. Meanwhile, a call I was told to expect that same day from Carphone Warehouse CEO Office never came. I got an email later saying the number they were given by their central customer service was coming up as unavailable. The number was bogus! It was not even a mobile number I recognised nor gave to their central office?? More buffoonery! Annoyed with the comedy of events, I emailed back to say I now had no desire to discuss this issue again with their organisation and it was now in the hands of my solicitor who will be investigating the whole sorry saga. Today I received this response from the CEO's office at 18.17: Dear Ms Fraser, Thank you for your recent email. Just to advise we are still investigating your complaint. As part of the investigation it is key that we speak with all employees. As soon as I have an update I will contact you on xxxxxxxxx. Kind regards, Charlie Rostron CEO Team Carphone Warehouse See you in court!!!!!!”

Carphone Warehouse 1 star review on 5th July 2017

Helpful Report

Posted 7 years ago

“CUSTOMER SERVICE IS ABSOLUTE TRASH, THEY DONT PICK UP THE PHONE AND THEY WASTE YOUR TIME IN STORES. I WAITED FOR 30 MINUTES FOR A MAN TO TELL ME THEY COULDNT FIND THE PHONE I ORDERED DESPITE THE FACT THAT I GOT AN EMAIL SAYING IT HAD BEEN DELIVERED AND THAT IT WAS READY FOR COLLECTION.”

Helpful Report

Posted 7 years ago

“The worst phone shop you can go to. If you buy a phone with them you're stuffed - if you decide you Joe longer want it because it doesn't do what you need they will not return it. It's 'policy'.”

Helpful Report

Posted 7 years ago

“No helpful at all. The customer service is shocking. This company need closing down!!”

Helpful Report

Posted 7 years ago

“Last year I decided to get a mobile line contract and I approached my local carphone warehouse which is in Brent Cross shopping centre. I managed to get a contract with Vodafone. A very kind salesperson who was looking after me that time was very kind as he rewardad me with 2 new other phones not knowing there is a catch after. He said since it is an offer contract I was given 2 other cheap phones as he it is apparently a gift package with the contract I had. Lately, just last month, I had a credit history report saying that I owed money to carphone warehouse due to a line with that has not been yet paid. I was shocked, I went to one of their branch and explained the situation. I also found out from the branch that it's not only 1 line but 2 other lines were remain unpaid. I was extremely upset as I wasn't aware that those phones they gave me for free wasn't free in fact they were billing me without my knowledge. I was advised by the staff of carphone warehouse to contact the complaints department via email. I then send them a email of formal complaint and on the first response they said they have raised this to the branch where the sale was made and I should receive a response within 3 days. It's been 1 month and still no responce from the branch. I have been in contact with them for so many period of times and they are giving me the same answer which is to hear from them after 3 days. It is very disappointing and it is tiring they are giving me other option to seek legal advise now. Carphone warehouse CEO you should action immediately! Your reputation is in reliable. And your customer service is utterly poor!”

Helpful Report

Posted 8 years ago

“Talbot Green, approx. 7pm. Computers down so could not be bothered with an upgrade sale. Hello! CPW......money for YOU. Gent there was clearly frustrated by our slow uptake on his muddled & quick "advice". We felt treated like aged idiots that he clearly thought we were. Does anybody read these reviews?”

Helpful Report

Posted 8 years ago

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

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