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

“Absolutely apalling experience at their Hammersmith Store. NEVER using them again. Can only summise that the positive reviews here are fake and written by staff. I've never experienced such terrible customer service. First was told by a surly staff member that they don't sell any pay as you go phones in store, only pay monthly. Despite huge signs all over the store advertising Pay as you go deals. Then when challenged about how ridiculous that claim is, the story changes to "well we only sell unlocked pay as you go phones, we don't keep any pay as you go sim cards in stock" - completely unbelievable. Clearly a con to get you to buy the more expensive handset rather than the advertised deal of a free phone with a £10 sim. Either the shop assistants are useless or they are lying and scamming - neither reflects well on the company. And one violates Trading Standards regulations. Then I go and buy the advertised deal on their website and send it to the store to click and collect. Go to collect it and faced with the same rude staff member who behaves in a completely unprofessional and shocking manner. First, he lies again and says he needs a different card to the one I paid with as proof of ID, when I question why he slams my card down, SWEARS at me under his breath, then crosses his arms and refuses to enter in my details so I can collect my parcel. His two coworkers knew how unprofessional he was behaving and tried to cover for him by saying the system was down and not allowing people to collect their orders, which clearly wasn't true. So I still haven't got my parcel, and have to return and deal with the same unprofessional and lying staff before I can get it. Also it turns out they apparently charge your card £1 to collect an order in store "to prove it's you". Most stores just ask you to show proof of ID. If you want to charge people £1 to click and collect, just do that when they are purchasing online. Makes me think it's not just the staff that are lying and scamming customers, but the company too. NEVER. AGAIN.”

Helpful Report

Posted 6 years ago

“Carphone Warehouse calls me on Thursday to discuss my upgrade that is due, I went through all procedures and ordered an iPhone XR, all terms and conditions read out to me and all was confirmed that I will receive my phone on Saturday the 2nd December, forgetting to add I gave my bank card details over the phone to purchase a screen protector and case with it, nothing came, I called them on Monday at 12.10, waited 25 mins to be answered, apparently my purchase wasn’t processed and they don’t know why, I was passed around several times to different departments, at 13.05 I was ensured I will get a call back within next two hours, since then I have had no call about my upgrade or anything as of yet, they tried to offer me a package which was 100 quid up front for the phone which I was told there was no upfront cost! I’m going to Carphone Warehouse in Croydon tomorrow to raise hell! I already feel sorry for the poor soul who is going to have to deal with me! Absolute farcical company and will not ever again purchase anything from this joke company!”

Helpful Report

Posted 6 years ago

“Carphone warehouse must be the most unprofessional company i have ever had the misfortune to purchase from. I ordered one mobile phone from them, but they delivered and charged me for two. After realising the error i was unable to cancel apparently, and had to send the unrequested phone back, which i did the next day. I was told on numerous occasions that a refund would be issued within 3-5 days. After no refund arrived, i was told a cheque was issued, but had to wait 30 days. Carphone warehouse causes distress, and financial difficulty to the average consumer. If you have not paid by credit card like myself, My advice is to use a charge back request from your bank, (this is available for any service not received, not just refunds) in my opinion it is more successful then trying to get a refund from carphone warehouse.”

Helpful Report

Posted 6 years ago

“Absolute garbage. Purchased an online deal with £49.99 deposit but was £149.99 was debited. Sent them the email confirmation thanking me for the payment of £49.99 and I am still waiting for a refund 9 days later despite being promised it within 5. They are unbelievably bad. Never again. Next stop is my credit card to dispute the payment to these jokers.”

Helpful Report

Posted 6 years ago

“Absolutely disgusted with the non existent customer service. I also experienced the failed credit check issue but when I spoke directly to Vodafone (as advised by Carphone Warehouse) a credit line was established so the order could flow through... Many hours of phone calls later and cancelled order emails, I received an email yesterday to say my order had been cancelled because I hadn’t collected it!?! I called again in the hope that there may be a light at the end of the tunnel to be told my details still say credit check failed and they can’t match their Black Friday order that they cancelled on me. Not what was reported in the press, not resolved, not happy!!! So stressful, never again!!!”

Helpful Report

Posted 6 years ago

“I’ve never been so upset in my life. The team who calls for new upgrade is disgusting! I had someone call me yesterday which I spoke to about an upgrade I said I’ll think about it then I called back to talk if they’d drop the upfront cost a bit and then I decided I wanted to not go for it as I had someone calling me the next day anyway. So I spoke to the guy and he said he couldn’t drop it down but the guy who I spoke to before could. So I called back and tried to explain the situation and it was all not very clear so I said I don’t want the upgrade anyways I got of the phone and they called me back straight after I could just hear the guy swear saying fucking idioit, fucking liar she’s lying! Lying about fucking what! I was so angry and they did nothing about the situation I spoke to the manager. Their absolutely horrible. I would never get a deal of them ever. Rude and unacceptable customer service.”

Helpful Report

Posted 6 years ago

“Ordered phone on Sat Sat 24th Nov . Apparently failed Vodaphone credit check. Like Others never before have failed. Ordered one on line on Sunday as advised .Waited for email. Contacted Customer support after waiting 2 hours on hold. Got told someone would ring me on Monday. Got call on Monday saying had been accepted then the operator could not operate the system and lost my order. Unbelievable. Operator then said she would have to re-send order but Ihad been accepted so it would be Fine . Guess what. It wasn't. Went back into shop on Tuesday and they contacted Customer support who said £37.00 deal not available but £36 was and she would ask Vodaphone to re-check It. Got e-mail on Wed saying thank you for cancelling your Order. WHAT. I certainly did not cancel, as the witness In the shop will affirm. Just fobbed of with lies and mis-information. As a previous customer many times disgusted. Never again.”

Helpful Report

Posted 6 years ago

“Be very careful using Carphone Warehouse Vodaphone deals BBC Watchdog on standby As a person not usually drawn in by special offers/deals I was with a new iIphone deal advertised on the CarPhone Warehouse Site with Vodaphone, I needed a new phone, so continued. Sunday 25th November 2018 I check out on line, I noticed the cost of my new phone changed from £79:99 to £99:99 but decided to continue and added a couple of accessories too, I chose next day option to collect from my local store. Email confirmation received to inform me that order is being processed and Carphone Warehouse will be in touch shortly when dispatch complete, (however the email now reads) This product is on pre order and current expected date is 18th December 2018, (23 days from placing order) 27th November 2018, Your CarPhone Warehouse Update. This email reads: Your order has been accepted and your new product will be with you soon. Your order is currently on pre order ready to dispatch once product in stock, email continues...... In the unlikely event there is a problem fulfilling your order, we will be in touch to discuss your options....... I try to call Carphone Warehouse to discuss what this means, (no point waiting 20 plus days for delivery if it will never arrives) Calls cut off or are not answered., I follow instructions and send an email. 28th November I receive email to say Carphone Warehouse will try their best to contact me within 2 days, let’s see., nothing yet. Conclusion so far, in my opinion it would appear that Carphone Warehouse and Vodaphone advertise good deals at special rates but do not have the products in stock. They continue to accept orders and are misleading customers who place orders in good faith thinking they will receive within 1-2 days. I also read that many good honest customers are having problems with credit checks, if this is true then they really are using very substandard tactics here and must be really upsetting to those customers (no fault of their own). If the deals advertised are too good and the demand is too great, both Carphone Warehouse and Vodaphone should pull the deals to avoid many unhappy/upset customers. I intend to keep my order open and see what happens, I wiil continue to contact Carphone Warehouse (by email to avoid long costly calls) each week for updates and will post further information as received. As mentioned above, be very careful if using Carphone Warehouse/Vodaphone, they promise but up to now, do not delivery. All details available to BBC Watchdog as customers need to know how these companies are operating.”

Helpful Report

Posted 6 years ago

“I ordered a mobile phone from them on Black Friday and was told that I had failed a credit check, first time ever in my life! I have now read the BBC and can see that many other people failed credit checks and there was an issue. I rung them for help and received very bad servcice from a gentleman called Hijaz who would not even give me his last name. Basically just got palmed off on to Vodaphone. I would have at least expected a bit of advice. Stay away!”

Helpful Report

Posted 6 years ago

“What a joke! I ordered a phone through the website, last Friday, informed by email, it would arrive the next day, 6 days on and no phone. I have been calling the customer service since Saturday, only to be told to wait all lines are busy at the moment, I’m left holding on for 15 mins at a time and still unable to speak to an customer service assistant. Totally unacceptable service.”

Helpful Report

Posted 6 years ago

“My phone had been broken and wouldn’t turn itself on so I took it here and they sent it off for repair anyway they said it would take around 8 days , so 9 days later we went to see if Fitbit has arrived and they said another 4 days ,7 days later I went back and checked the system and it said it was fixed and is on its way back so 2 sud later we have a call and go into the store and they say it can’t be fixed and they couldn’t also fix it because I didn’t log into it before it got sent of well 1. It wouldn’t turn on so how do u expect me to log into It that’s the whole reason I took it in the first place 2. Why put on the system that it’s mended and on its way back If it can’t be fixed don’t see the point in that and 3. Why couldn’t someone haven’t told us sooner it couldn’t be mended instead of taking all that time for it not to be , not the first time It’s happened they sent it to about 3 wrong locations last time and took an extra 2 week wouldn’t recommend”

Helpful Report

Posted 6 years ago

“Ordered phone with free X Box. Phone arrived no X Box! Emailed them. They said it was supplied by a third party and that's 5 days after order completed. So waited still didn't arrive so I looked at paperwork with phone and that said gift would be sent 2 days after order was completed. So rang them and they said all that was wrong and they wouldn't send free gift until after 14 day cooling off period. Why couldn't they have been honest in the first place. So sending back phone . Not prepared to take risk that X Box might never turn up. Another 1 of many potential customers Lost.”

Helpful Report

Posted 6 years ago

“Bought 2 phones on EE contracts on 14/11/18. No problems with 1, but the simcard will not configue on the other. Contacted them, and been into local store. EE have said I need a new simcard, but CPW keep fobbing me off, telling me they will sort it within 48 hours. We are now 8 working days further on, and they now tell me by email that it will take another 3-5 days to complete the investigation! All I want is a phone I can call people with, not to use as a door stop!!! What a disaster!!!”

Helpful Report

Posted 6 years ago

“Same as below. Bought a phone on internet for a Black Friday deal and received a text telling me they required more info. Tried 8 times to get through to no avail . Checked website and believe it or not (yes I know it’s 2018) there is no email address. Decided to put it in a letter and take to store. This I did to be told the store have no way of passing it to there customer services. I have mentioned such inventions such as pictures taken on mobile phones and forwarded or email but they will not help. All I have now is a P.O. box address but of course there is no one there so can’t record delivery. They have made it almost impossible to complain”

Helpful Report

Posted 6 years ago

“Bought a phone over the internet to be delivered on the 27th November, on the 28th I receive an email and text saying they need some additional information to complete the order and to call them, after 5 attempts each lasting 30mins I give up, I’ll take my money elsewhere,”

Helpful Report

Posted 6 years ago

“I am absolutely livid. I bought a new iPhone 7 in the Crouch End, London branch on Thursday 22nd November. They didn’t have stock, so told me the phone would be delivered to my home in Cornwall within 24hrs. They also didn’t have a working printer, so said they would email me a copy of the receipt and new EE contract. Needless to say, the phone didn’t arrive as promised. On the 24th, I tried to ring the shop directly, but was unable to get through and the line kept disconnecting. I then had an online chat with an operator named Fazli. He informed me that they’ve 'has had a picking problem with our warehouse’ and that it would be sorted in 24 to 48 hrs. It wasn’t. I just rang the 0800 number and have been completely fobbed off by some arrogant, incompetent telephone operator telling me that in order to resolve the issue, I would have to travel back to London (a 5 hr trip by train) and speak to the shop in Crouch End. Again, I tried to contact the Crouch End shop and it just went to voicemail, then went dead. I have no idea what type of scam the CarPhone Warehouse is running, but I have never experienced anything like this before (and I’ve bought all my phones from them). Unbelievable!”

Helpful Report

Posted 6 years ago

“I am absolutely livid. I bought a new iPhone 7 in the Crouch End, London branch on Thursday 22nd November. They didn’t have stock, so told me the phone would be delivered to my home in Cornwall within 24hrs. They also didn’t have a working printer, so said they would email me a copy of the receipt and new EE contract. Needless to say, the phone didn’t arrive as promised. On the 24th, I tried to ring the shop directly, but was unable to get through and the line kept disconnecting. I then had an online chat with an operator named Fazli. He informed me that they’ve 'has had a picking problem with our warehouse’ and that it would be sorted in 24 to 48 hrs. It wasn’t. I just rang the 0800 number and have been completely fobbed off by some arrogant, incompetent telephone operator telling me that in order to resolve the issue, I would have to travel back to London (a 5 hr trip by train) and speak to the shop in Crouch End. Again, I tried to contact the Crouch End shop and it just went to voicemail, then went dead. I have no idea what type of scam the CarPhone Warehouse is running, but I have never experienced anything like this before (and I’ve bought all my phones from them). Unbelievable!”

Helpful Report

Posted 6 years ago

“We ordered a phone during the Black Friday sale and arranged store pick-up at one of the Newcastle branches. When we intended to pick up the phone after receiving the delivery confirmation we only found a closed store with a handwritten note "closed due to power cut". We went to the nearest branch to find out how to collect our order and they couldn't do anything, the store was closed the previous day all day too and if the store doesn't open within the next 2 weeks it will be sent back and there's no way to get the deal again. Checking back at the initial store we only got the information "you may check with the other store" and "see, we have no light in here mate". A company of that scale not being able to sort out a tiny issue like that, showing some flexibility in offering the device that was available in the other store and sort of a "good luck pal" attitude is extremely poor! Plus the customer support over the phone not being able to cancel the order straight away and basically ending the call before we could raise a complaint as intended. To put it briefly: NEVER AGAIN!”

Helpful Report

Posted 6 years ago

“40 min wait before phone was answered. My phone was promised for the 20th Nov, it's now the 27th Nov. Steve on extension 4500 ( he would not give me his surname) was rude and abrupt saying he acknowledged that I had made the order, but couldn't get in to the account and would pass me onto someone else. I was on hold for another 10 mins listening to that vile music, and then the phone was just cut off. I will now cancel the contract.”

Helpful Report

Posted 6 years ago

“Very very bad worse company i have to wait 30 mint in phone and even no body anwerd to kown where is my order people play with you.....”

Helpful Report

Posted 6 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

Carphone Warehouse Reviews