Carphone Warehouse Reviews

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

1.6 Rating 1,637 Reviews

13 %

of reviewers recommend Carphone Warehouse

1.6

Based on 1,637 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

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“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

“Signed up for a phone contract with carphone warehouse in December with an offer on at the time of a £51 cashbacks cheque. The seller advised I will get this cheque in 14 days. It's now nearly 2 months later and still no cheque. Ridiculous”

Helpful Report

Posted 6 years ago

“Upgraded my phone and having been promised next day delivery the delivery company went to the wrong address. Called Carphone Warehouse only to be put through to delivery company without being told! Had to call Carphone Warhouse back to reschedule delivery for following day but they did it for 2 days later and then it arrived 3 hours late”

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

“Very good service from there sister company”

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

“I purchased a phone today in Wootton Bassett rd swindon branch and recieved excellent service. Ryce couldn't be more helpful everything was perfect and would recomend this branch to everyone.”

Helpful Report

Posted 6 years ago

“Terrible, I ordered a galaxy watch from carphone warehouse because it said i comes with a £89 charger free with it. It never arrived so called up and was told that they were going to track it and get back to me within 3 days it's been 4 and no answer. I called again and was told that they were going to forward me onto samsung, they said that they can't do anything as the order was through carphone warehouse. I called carphone warehouse back and they said I will not recieve the charger as they run out of stock. If I knew that I wouldn't get it I would of ordered it else where, where it was selling for £230 instead of £280 at carphone warehouse. I was mis sold a product and I was told that I wouldn't even get a £89 refund.”

Helpful Report

Posted 6 years ago

“I ordered a new sim frww phone on-line before Xmas after checking the website to see that I could return it up till 9th January. I decided I didn't like the phone and telephoened to get a return label. I wasted 40 minutes talking to a very rude woman in a call center in South Africa who insisted I only had 14 days to return it. Eventually she bacame abusive and terminated the call. Two more calls and a supervisor emailed me a return label. Hi said he would call me on the following Tuesday and the manager would call me on the following Thursday. Neither of them phoned. I tracked the return delivery on their courier's website and saw that the phoned had been delivered but I heard nothing more about it until I saw on my credit card statement that my the purchase price had been refunded. No email, no text and no call. My worst customer experience for many years!!! I won't deal with this company ever again.”

Helpful Report

Posted 6 years ago

“Upgraded to the Samsung Galaxy note 9 payed £300 and was told I would receive £255 for my trade in and a promotion on the note 9.The trade in of my old phone took 2 weeks to get my money (samsung s7 edge =£95) then I was told I was not eligible for the £160 promotion they took another 5 days to listen to phone conversation then said I was then after countless being cut off at customer service in South Africa ( but I'd rang a sheffield number?)finally got my £160 six week after upgrading so after using car phone warehouse last few upgrades i will NEVER EVER use again avoid like the plague and pay a little more and not be treated like rubbish”

Helpful Report

Posted 6 years ago

“None of the branches answer their phone. I have phone 4 local branches and on on has answered. Will purchase elsewhere.”

Helpful Report

Posted 6 years ago

“Hi, about two hours ago I went to buy a mobile phone from your Smethwick, West Midlands branch. Asian looking girl ( older one ) dealt with me. She did not even know whether there are any charges for using credit card, she did not know what comes in the box apart from phone, did not know whether data can be transferred from my current phone to the new phone I was buying. A smile was out of the question. I only bought the phone because it is a nice phone at a reasonable price. I will think twice before going to any of your branches. Kulwant Johal”

Helpful Report

Posted 6 years ago

“took my Samsung 7s edge in the Southampton above bar store for repair and they were more interested in where I purchased it than repairing it and told me has I had not purchased it in there store I would have to have a to show where I purchased it before they could repair it waste of journey”

Helpful Report

Posted 6 years ago

Carphone Warehouse is rated 1.6 based on 1,637 reviews