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

“Ordered a phone online, 2 days later I had an email to say to say that there was an unexpected technical delay, which meant it was delayed by 24 hours. 1 week later, NOT A WORD. I phoned customer service, the lady couldn't be less bothered if she tried! Didn't give a hoot. She did say the phone would be on its way. 2 days later, NOTHING! I canceled the order and went straight to my network for an upgrade. They sent it there and then for the same price and better minutes/texts and data. I shan't be back to Carphone warehouse ever again. Regardless of their shiny website.”

Helpful Report

Posted 9 years ago

“coustomer service is just shocking , gave me a phone with no headphones or accessories after paying £500 for xperia z cash.”

Helpful Report

Posted 9 years ago

“Disgusting Customer service! Bought a mobile online as a gift for someone and received a phone in a damaged box with no seal. Looked like as if it had been used. Called customer service and they apologised and stated that the phone should be sealed and the box should not be damaged. Asked me to take it to the nearest CPW store. The advisor and manager at the store refused to exchange even though they could clearly see the box was damaged and looked like it was used! They were rude and gave me wrong advice. They only decided to exchange it for me when I said that I can change my mind under CPW terms and conditions. Even then they only let me choose a different colour and not the one I had originally bought. They then were asking for more money. Will be complaining to their complaints department! ! Pathetic customer service. Full of lies.”

Helpful Report

Posted 9 years ago

“Carphone Warehouse is a nightmare. You have to wait to be seen. The music is too loud. Every time I've been in there to sort out changing phones I have been given different advice. Their web-chat was rubbish. Their phone help was rubbish. I would never go there again.”

Helpful Report

Posted 9 years ago

“Dont know what they are talking about”

Helpful Report

Posted 9 years ago

“I will never use them again! I went into a store earlier today to enquire about an early upgrade to the Samsung s6. I currently have an iPhone 6 that I purchased from apple which I just put my paym sim into. I asked what carphonewarehouse would give me for my iPhone 6. The store assistant took my iPhone to check it then asked if it was a Uk model to which I confirmed it was. He responded saying no it wasn't. Gave me the phone back and walked off. I was left stood there feeling a tit. The fact I bought the phone so I know it's a UK model. The fact I checked with apple afterwards just to confirm any confusion with the matter who said yes it is a UK model! Disgusting service and I will never step foot in any of their stores again! Very angry experience! Treated like I was trying to con them out of money”

Helpful Report

Posted 9 years ago

“New Huawai stops working, take it to car phone warehouse, told phone will have to be sent for repair, no temp replacement and it will cost me to download and save data on phone. Called repair centre to be told I had insurance to save data for free unless a computer needs to be used Best yet car phone warehouse not accredited to repair and I have to contact Huawei and arrange for phone to be sent Of course my phone contract is with O2 so there is nothing I can do except buy another phone while waiting for repair. One customer less car phone warehouse, everyone be warned, there is no customer service and Monica at the Braehead Glasgow branch was unhelpful”

Helpful Report

Posted 9 years ago

“I bought a contract last week with EE at £17 a month. Three days later, there is a new offer, same contract at £15 a month. Impossible to get the new offer, impossible to cancel the contract to get a new one. The staff at Carphone told me to call EE, then EE sent me back to Carphone. Carphone then said I have no cooling off period. I have lost £24, not that much but a very unpleasant start of my contract. I will never ever put back my feet at Carphone. They are useless and unnecessary to this phone market. They deserve to disappear like Phones4u”

Helpful Report

Posted 9 years ago

“Bought an iPhone6, 2 months ago. I've been sending texts and realised that the people I'm sending them to aren't receiving them. Phoned apple and my networ provider, did all the advisories only to realise the phone is faulty. Went to Apple Store they told me they will replace with a new handset, took this home this didn't even turn on after a software update, after hours on the phone to Apple they told me to take it back, took it back and they told me the phone wasn't new but had refurbished parts when asked for a new phone they said they don't have any and to speak to car phone warehouse, CW said no new phone, no complaints procedure. Basically I'm left paying 40 per month for a faulty phone with no one to take ownership of the faulty phone.”

Helpful Report

Posted 9 years ago

“Waste of space they just want you to sign for the contact without explaining everything. Walked out didn't want them to sign me up for something I do know. They need more professional staff then trainees”

Helpful Report

Posted 9 years ago

“Visited my local store (cumbernauld) and i so ashamed of the level of customer service i got, expected nice friendly faces instead i am faced with advisors who didnt have a clue what they were doing and an arrogant manager no wonder everytime youngo past the place is empty because the atmosphere caused by the manager you could by a knife”

Helpful Report

Posted 9 years ago

“Worst after sales I've had bought a iPhone 4s for my son anyway only owned it 4 days the battery life must have a fault as its on charge constant and it got really hot we phoned customer care where we were told to not use it and return to shop for an exchange That's where the night mare began they wouldn't exchange this was the manager that said this as I he said it wasn't faulty they did in the end when a friendly person came to my aid and explained the consumer rights to the thank you Julie didn't buy another phone got my money back bought one else where and that one works perfectly Wouldn't recommend the outlet”

Helpful Report

Posted 9 years ago

“Honestly one of the worst experiences. Was due an upgrade and really liked the new samsung galaxy s6 edge. They got my details and i ended up spending about 2 hours sorting things out with the banks etc to then be told it wasnt working and to come back the next day which i did. I didnt even spend 5 minutes in the shop and basically got told that ee was down and to look online. After a long hour and a half journey on the bus i wasnt leaving without a phone. Went next door to o2 and you honestly couldnt have got nicer people. The staff in carephone warehouse was rude and not helpful at all. Wouldnt recommend them to anyone. What a waste of space. I will say that i am now a proud owner of a samsung galaxy s6 edge with o2. Your loss on money carephone warehouse. :D”

Helpful Report

Posted 10 years ago

“Basically went on then U switch website got a better price contacted carphone warehouse because they say they can beat any quote they said they would phone me straight back to get me a price they never phoned so I contacted them the past 2 days they keep saying there computers are down basically a load of bull Bad customer service ?????”

Helpful Report

Posted 10 years ago

“Friend mis- sold phone went back for refund within a week refused saying can only get refund if bought online and in fact states on their website you have 14 days to cancel even if bought in store so completely useless company to deal with”

Helpful Report

Posted 10 years ago

“Overall poor customer service will not use again”

Helpful Report

Posted 10 years ago

“So usually I don't bother with reviews unless it's really good OR really bad! Sadly this is a case of BAD. I spent nearly 2 hours in store selecting and organising a phone. Their system refused me 3 times for a contract. I own a business and 2 properties and have 100% credit rating. The guy (in fairness he was really helpful and friendly - in fact the whole stores' Team are nice) tried all manner of setting me up. But the system wouldn't work. His boss seemed to blame "Vodafone" and my bank as being at fault. Returning home I tried at length to speak to their customer service **(to be cut off several times) ** along with many other people, I know when my call is being answered and being out back on hold ! That really annoyed me. In the end I was simply cut off. I tried the store direct but that was impossible. I attempted a "head office complaint" but decided that i'd already wasted enough time. In the several hours I've wasted I could have easily earned much more than the difference in contract I had been offered. However I have just called Vodafone direct (as I have 2 handsets with them already) and they matched the deal offered (slightly higher monthly tariff but virtually no handset payment) In summary, Cpw is an unprofessional firm in my view. Speak direct to your provider or go direct to one of the phone shops. I wish I had because as I say I have wasted several hours of my life I will never get back and been really frustrated in the process. I guess I'm one of the lucky ones who "dodged a bullet" my bit sighing up. Funnily enough since this afternoon I've spoken to 2 friends who also had nightmare experiences with cpw. Avoid !!!!”

Helpful Report

Posted 10 years ago

“Bought a Nokia Lumia 535 7 weeks ago, the phone suffered charging issues from day one until it stopped charging completely, we were repeatedly fobbed off with the staff, after they decided to send our "new phone" off for repair, we had a date to collect... 20/06/15, but the phone wasn't ready on this date, and we were told the repair takes as long as it takes and not to worry, this has completely fuelled my fire and we are now waiting for them to contact us when it's ready for collection, baring in mind we were told originally if the phone took longer than 14 days it would mean us receiving a new handset ! No new handset, no phone, and no sincere apologies. Not happy so we are going to the small claims court which will cost £30 but should get my money refunded.”

Helpful Report

Posted 10 years ago

“Disgustlingly low brow collection of individuals from both experiences I have had now. CPW are really doing their bit to prove the cliché of slimy, dishonest, cheap mobile phone salesmen. First time they 'lost' the cheque they were sending me, which was only being sent due tonan initial error refubding to a card. They have now lost £549.99 I paid them with no trace on their system and a truely terrible customer service team who close at 20:00, not 22:00 as stated on website. Bank has confirmed they took the payment successfully and have now tried to take it a further three times.”

Helpful Report

Posted 10 years ago

“NEVER DEALING WITH CARPHONE WAREHOUSE AGAIN!! Awful customer service. Placed an order for a sim free phone, but immediately realised that I had made a mistake so rang the customer service team to report of my error and that I required a refund. (No money had been taken from my account, and no confirmation email had been received at this point, in had only been 30 seconds!!). The customer services lady informed me that she couldn't even see my order and that it hadn't been processed, I thought great, it hasn't gone through, it had only been 1 minute since I clicked submit order at this point. I was then put on hold as she couldn't cancel the order at her end and I was transferred to the sales department (after being cut off twice!!). The Sales lady told me that the order had been processed and the money could not be refunded... But hey wait it had only been 5 minutes, after being on hold/cut off for 4 of them! At no point on the website does it state that they take the money from bank accounts straight away, anyone can make a mistake and order the wrong phone, car phone warehouse don't see this. I asked to speak to the supervisor, who was obnoxious and stated that It was basically my fault for not checking my order and that the money had already been taken and I had two options. Wait 14 days for a refund (14 days without the £200 odd quid Id just wasted!! Do they think I'm made of money???, Or go down to store and purchase a product for the same price and that would cancel it out. Oh yeah go and spend even more money at your store!!! It is absolutely ridiculous that money can be taken and not reversed after 30 seconds of an order being placed. Kids play on laptops, what's to say they don't accidently order a brand new phone or two from the store..... What, Wait, No refund, This family are going to have to be £500+ out of pocket for two weeks, who do these people think we are??? The way I was spoken to on the phone was completely appalling I was made to feel a nuisance and got no help from anyone. I now must wait and be £200 out of pocket for 2 weeks while I wait for a refund. Lets hope there are no emergency bills I must pay or the boiler goes!! I will NOT be dealing with Carphone Warehouse ever again after this experience. I urge everyone to check, double, and triple check their orders before clicking submit or you could be out of pocket for a couple of week!!!!!”

Helpful Report

Posted 10 years ago

Carphone Warehouse is rated 1.6 based on 1,636 reviews