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

“Shocking service !I sent them my Sony z5 using there return envelope as trade in 14 days ago and still haven't received any money (3 days guaruntee on there website) so I give them a call and they can't find my details or the trade in status of the phone. Thank God I've got post office tracing recipt to prove I did it if it's not resolved in the next few days gonna have to take it further.”

Helpful Report

Posted 7 years ago

“Ordered a (IN STOCK) Pixel xl for next day delivery. They then emailed at the end of the day saying it was out of stock and if they could not fulfil the order in 2 weeks they would call me! and no money has been taken from you account. I phoned up the next morning and cancelled the order, checked my bank today and they have taken the £399.99... 1st call to Indian call centre was useless, he said it was the bank showing pre authorisation so no money had been takes. 2nd call (15 mins later after calling my bank)she confirmed the transaction had been taken (so the first call was an out-rite lie) and that a refund had been which can take 3-5 working days. We are already day 4 so we shall see.. The laughable thing is phone is showing as in stock on their web site, I can see why their rating is so terrible.”

Helpful Report

Posted 7 years ago

“Store: Westfield Stratford City - Carphone Warehouse. Utter garbage customer service. I purchased a phone and case 2-3hours before going back for a refund. First guy I approached, I asked whether this certain phone has a dedicated phone case for sale, he said "no". Then he turns and walks away. I turned and tried to call him back, but I ended up making eye contact with another sales assistant. He served me from start to end, I even asked him a similar question, regarding the phone case, he said "we have it", then shows it to me! I decided to purchase the phone and case. (In my mind, I was cursing the other jackass, thinking he knows it all then FKS UP!, also, he heard the guy say it.) Even though he made a few mistakes and took some time with the transaction and asked the assistant manager for help (but he was far too stupid to help!), he then asked another sales for help. KUDOS TO HIM, he was new. Few hours later, I went back to the store. I PERSONALLY HAD TO APPROACH FIVE!!! YES FIVE!! different members of staff (including the assistant manager - TWICE!!) to get some sort of assistant on a purchase! They all gave me literally 10 seconds of their time before walking away! I WASNT EVEN FKING DONE TALKING!! No refund! Only part exchange for another mobile device!”

Helpful Report

Posted 7 years ago

“I was sold a locked iPhone 7 without being warned about it. The iPhone locked to the FIRST NETWORK I connected to. This is insane and probably illegal. Avoid like the plague and buy your iPhone from Apple.”

Helpful Report

Posted 7 years ago

Helpful Report

Posted 7 years ago

“Lied to - was told I had 30 days to cancel contract and tried to cancel it next day and was told I couldn't. Was told reception at my postcode was highest possible rating- its terrible Was told I could apply NHS discount with vodaphone over phone. Vodaphone said this was a lie and that they have to be applied in store. Carphone warehouse cannot apply discounts so no discount, Appalling service”

Helpful Report

Posted 7 years ago

“Ultimately the worst customer service I have ever experienced. I was lied to by a sales representative over the phone, confirmed by an individual in a store. Every member of their customer service team have something different to say and it seems you are continuously connected to South Africa! AVOID LIKE THE PLAGUE”

Helpful Report

Posted 7 years ago

“I ordered sky broadband via Carphone warehouse in Aberdeen. I had to place my order serveral time as the staff messed up my order eveytime- the 4th time They messed up (by copying my adresse wrong) I had to once again cancel the order and make a new one yet the offer I had bought was now expired and I was promised to still have time however I had a very unpleasant call the day after saying I would have to pay double and wait another 3 week for... thanks for a wifi-less month and a lot of wasted time”

Helpful Report

Posted 7 years ago

“Bought a phone - the deal also offered a watch that they said would be dispatched once the phone was delivered. That was 22 days ago as it had failed to arrive. Contacted them twice today - was passed from one operator to another with different reasons each time and got told varying stories about shortages, supply chains & other evasive nonsense. Then they told me they would have to put me through to another section that would 'add' the watch to my order which would take 14 to 28 days to deliver. This lot are scamsters & gameplayers. Avoid if you can. If I could give minus 5 stars I would.”

Helpful Report

Posted 7 years ago

“My contract ends in a week, so I went into my local store to have a look at the handsets. There was 2 sales staff working, one was busy with a customer (he is a senior member of staff, I know as my sister upgraded recently and was served by him). I was looking at the new Iphone and lifted it up to hold it in my hand - I wanted to see how it felt like and if its too big for me. The alarm then went off, and the guy came over to deactivate. His attitude was terrible, I know it must be annoying having to turn it off, but how else do you expect customers to look/feel the phone? I asked can I not hold, feel the phone and see what it looks like at the back. He they shrugged and turned it around. It then beeped again. His attitude made me feel like I was trying to steal the phone! No I simply want to check it out before forking out hundreds of pounds on a contract and handset. I just put the phone down and walked straight out. I understand the need to secure phones, but there's no point in having an alarm when its simply lifted up? All the other phones are on security wires, but don't beep. I then went to Tesco, and the sales assistant was so helpful and let me pick up the phone etc with no problems.”

Helpful Report

Posted 7 years ago

“Completely dodge company, using a free gift to let the customer buy a phone. Once paid, saying the gift is out of stock, and it is buyer's fault according to the TCs.”

Helpful Report

Posted 7 years ago

“A staff member at the Aylesford branch was rude and unhelpful, I have never had such poor customer service. His parting words to me, when I complained about the misleading information on the Carphone Warehouse website was "I don't get paid enough to know about the website".”

Helpful Report

Posted 7 years ago

“Useless ordered a phone at lunch time, despite the “order before 9pm for next day delivery” and my phone wasnt delivered when you call up you get someone in Sri Lanka telling you they can only advise you the phone hasnt been picked yet nearmind picked up by courier. Took my money instantly but cant tell me when im going to get my phone....disgrace”

Helpful Report

Posted 7 years ago

“Teriable service rude aggressive and unhelpful! Tyres returning my phone after 7 days as I hated it and they wouldn't do anything”

Helpful Report

Posted 7 years ago

“SUPER Crappy service. Transferred from Carphone warehouse to O2 and back to carphone warehouse. All I wanted was a email or paper copy of my new contact many days after we completed the contract on the phone. How hard is that???? Happy to take my money but not able to provide the service that was promised!”

Helpful Report

Posted 7 years ago

“Phoned order on a Friday morning for delivery on Saturday. When tracking status at DPD updated it showed delivery for monday. Customer service dreadful, everything I suggested to resolve the situation was met with can't do. 5 days later still not refunded money after agreed it would be done in 48 hours. Used them for years to buy phone but will never use them again.”

Helpful Report

Posted 7 years ago

“I bought a phone less than 1 month ago on contract and it has never worked correctly. I cant make calls, get no mobile data and when I do get it, its only 2g. When I called Carphone Warehouse they said I would have to pay £420 to cancel the contact and that I would only be able to cancel it buy going into the store where I purchased it. So I am having to pay £420 to cancel a phone that has never been fit for purpose. When on the phone to Carphone Warehouse they cut me off twice, then said they were putting me on hold but actually transferred me to EE. Then after being on the phone for over an hour I was again cut off by the customer services team. When I called back and spoke to the customer care team I was told there was no record of me going into store with this issue as there were no notes on the computer relating to it. I advised that I had been into store and that its not my fault if the store hasn't logged it on the computer. I was told I cant have gone into store as there were no notes on the computer. I asked what this was insinuating and whether they were saying I was telling lies and was then told I was twisting their words and put on hold again while they transferred me to the complaints department where surprise surprise I was cut off again.”

Helpful Report

Posted 7 years ago

“Everything from start to finish.”

Helpful Report

Posted 7 years ago

“Next day delivery promise is nonsense. They have no interest in correcting their mistakes and are happy to break consumer law in order to make it difficult for people to get a refund they are entitled to. To make themselves look better on review sites they reply giving you a web address to 'discuss' any issues. Unbelievably it's fake! Resorting to the kind of con tactics a second hand shady car dealer wouldn't stoop to. Don't waste your time.”

Helpful Report

Posted 7 years ago

“Spoke to someone call Zach and/or Jamie. Awful customer service. Didn't really know what he was doing kept repeating and asking same questions.”

Helpful Report

Posted 7 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews