Carphone Warehouse Reviews

Now I know why they are listed as 76th best (ha!) mobile phone shop on Trustpilot, and much lower down on other review sites. They know their reputation is permamently in the gutter, so they don't even try. Had a SIM only contract £6 per month, and was offered an upgrade, over £17 with a new phone. Supposed 14-day cooling off period. 2 days later, I notifed Carphone Warehouse, both in-store and by phone, that I had changed my mind and wanted to cancel the upgrade. So I didn't get a new phone (obviously), but am now paying almost 3 times as much as I should be paying, and don't even have the new phone! And locked into the worst possible contract for the next 2 years!!! Whenever I contact Customer services by phone, they say that I must go to the store, where I was originally to pick up my new phone. Predictably, when I go to the store, they say that because I had arranged the upgrade on the phone, I must call customer services again. Need I go on??? Their stores and Customer services are like two separate organizations that don't speak to each other. Nobody wants to help me. By now, of course, the 14 day cooling off period is over and I realise I have been completely screwed. Well done Carphone Warehouse! I really don't like to leave negative reviews, but the way I have been completely ignored, with empty promises that someone would call me back, have left me really frustrated. How are other customers, with less experience, going to find them... I dread to think. I notice that whenever others leave negative reviews for Carphone Warehouse on this site, they offer a pathetic apology and try to give the impression that these are isolated incidents, but the facts speak for themselves. Their standard response: 'We are very sorry to hear about the issues with your order, at Carphone Warehouse and Curry's we pride ourselves at putting the customers at the heart of everything we do and unfortunately we have fallen short on this occasion which we apologize for.' This insincerity on their part only adds insult to injury. Their treatment of these people is inexcusable. My advice... Have nothing to do with this wretched company.

Called the customer service team to be hung up on and passed from person to person going through security 4 times to still not even be helped in the slightest bit! To much of a convenience for the staff to help when you call they all tell you different advice and pass you from person to person hoping you will hang up. ABSOLUTELY USELESS WOULDN'T RECOMMEND OR ORDER VIA THEM AGAIN

Bunch of robbing w*****s sent my phone away for trade in took them 4 weeks before I even heard back form then to only offer me 20 quid for a fully working phone with not even a scratch on it

I made a mistake by taking out a contract with carphone warehouse a number of years ago. They used my personal details including my bank details to set up a contract for a third party against my knowledge.

Ordered iphone SE online. £29 upfront charge. When you commit to buy however you don't get a confirmation email setting out what you have bought like you do with every other online sale. Instead you get an email stating that the purchase is 'processing'. The next day I got an email stating that the purchase had now been processed and that I would receive a further email once the phone had been dispatched. Six hours later I got an email which said I had been charged £49 connection fee! I contacted CW via online chat who asked if I had taken a screenshot of the purchase to prove it was £29. As the whole process was completely dishonest I rang customer services and cancelled the contract and requested them to collect the phone. If you choose to order a phone of these guys watch them very carefully. Why are mobile phone companies so shady?UPDATE: I sent the details requested in response to this review. As expected they said there was nothing they could do as it had been ordered online (as an IT consultant I know this is complete BS - they just couldn't be bothered). I suspect their response is simply tailored to give the perception that CW would actually follow up on a complaint.This does raise the issue of the real benefit of using comparison websites like MS. These provide a record of the details of all offers and they will review their computer logs in the event of any dispute.

Don't care about customers I got a phone 3 months back and there's a fuilt with it so I rang said I really need my new phone as I'm heavy pregnant they said well can't give you a new phone and repair takes a month I said it's 3 months old normally the phone company would send new phone as it's got 12 month warranty they said no get it fixed or no phone at all won't ever ever ever getting phone of them again don't care bout you so no phone at all pregnant and they don't care keep away

*update* The below was my original post, and I am now updating as Carphone Warehouse have resolved my problem, contacting me every day until they were able to initiate my refund. They have been very helpful, very prompt and I have therefore upgraded my rating and added this note to my review. I never had a problem at all with their general service etc, my issue was about the slow resolution of something that had gone wrong, however that has now been fixed. ---‐----------------‐---‐-----I have bought my last two phones from Carphone Warehouse and could not fault the service on terms of acquiring my new phone. However in February I bought my current device, circa £800 sim free. Phone arrived perfectly however I was charged twice. I accept this was probably a mistake from my card issuer, however I cannot take it up with them before I have exhausted the process of attempting to obtain a refund from CPW. I have been trying to do this for 6 weeks and CPW have failed hugely. They didn't pass on info to the right place. They asked for info I had already provided. I provided it again. They failed to pass on the correct information to their accounts department and are now going to pass it on again. Only after I asked them again why I had received no response. I wouldn't use them again. Its only if you have a problem that this kind of disastrous fail seems to happen... most transactions are probably problem free, but this is hugely hard work and something no one needs

If you are thinking of trading in your phone to get money of a new one, DO NOT!We traded in a both in prestine condition Samsung S9 AND a Samsung S10 Plus 128GB and we're promised £300 plus and extra £100 Bonus which makes £400 in total.Once I placed my order, I got an email mentioning a £300 trade in value. I presume it was a mistake so emailed them to confirm I would definitely receive the £100 bonus before my new phone even arrived. I never heard back from them. After I receive my phone, I get 2 emails saying that they would only credit £180 and quoted their T&C's and found a loophole to offer less. I didnt receive my £100 extra bonus either as promised. Not only had this encounter cosy me money, a lot of emotional aggro, it also has cost me TIME! I emailed them 3 times. All 3 emails went unanswered. I rang them once. Was on the phone to the operator for a whole 5 mins as they couldn't find my order whilst I litterally had given them the order number and so they couldn't help me. And then I had a conversation via the Web Chat. I was there asked unrelated questions such as what was the tracking number which I used to send my phones back (they were clearly received as they were 'inspected' already) and then was told that I had to chase it again after 48 hrs because they were not allowed to contact me! Go figure! I am absolutely disgusted in their service and how they treat their customers. Even if there was a genuine fault with my phone (which there isn't) they still could have contacted me and discussed it with me, because when you are offered £400 and you don't even get half of it, that is a bitter pill to swallow. Because let's face it, I would never have bought the phone in first instance!

I always have good customer service and help when picking my new phone/contract in store and also when I have problems with my phone (I actually tried once to go through my provider, but their process was complicated and the deal they offered not as good.) Their insurance/tech support is also great. Very easy to use and quick. I recently had a tech query and they were helpful and speedy in sorting out my replacement device.

They will pay you less than they promise for trade in, with no reason. They will not give you the option to reconsider as stated on the website T&Cs, they will simply make payment. There is no department that you can speak to which can resolve this issue either. Extremely poor service and systems.

Avoid at all costs. I returned my phone on the 5th march as I was not happy with it and have been waiting 3 weeks for a refund. I have e mailed customer services and rang up about 10 times. I have been informed I was refunded on the 8th march but even though I forwarded my bank statement and they agree I have not yet been refunded I still am waiting. I keep getting fobbed off with the comment that I will have to wait 3-5 days. I have now been waiting 25.

Do not even engage in a phone conversation with these crooks, my wife doesn't even have a contract with them, but her credit file is now blacklisted, it has taken months to try and unravel, over 50 phone calls and endless emails, they always promise to sort things out, then she gets debt collectors on her case, this has been going on for months and she is now at breaking point, all she did is answer a call from their telesales team and they used all bank details etc and set up another account with Vodaphone without her permission, she was a previous customer and had moved to O2, AVOID, AVOID, AVOID