Carphone Warehouse

Worst UK company. I will ensure my family and I will never purchase a phone/broadband or any of your services from you ever again. I have asked your customer service to politely remove me from your database and stop calling me. Your customer service team call me at least 4 times a week from India and I have had enough. I have put in a complaint to the financial ombudsman.

Shocking service. Overcharged by £80 on an online order. Was told I'd have to wait 14-28 days for refund by way of 2 cheques? Whole month later nothing received. When I complained and said I wanted my refund immediately now, I was advised the cheques would be cancelled and I could now go into store for a refund to my credit card. Went to my nearest store in Torquay(10 miles away). An hour and quarter later because the assistant didn't know how to process the refund, I was promised, via a phone call to a manager in Exeter store, that I would receive a refund to my card within 3-5 working days. That time has now lapsed. 37 days and still counting for my money. Absolutely disgraceful. They were able to take my money immediately when paying for the phone. I keep being told my issue has been escalated. Presumably so busy with other complaints, escalation simply means slightly higher up a huge pile!

VERY TERRIBLE SERVICE!

1. INCORRECT DELIVERY INFORMATION
My friend and I ordered iPhone 12 on Wed (21 Jul 2021) - it said 1-day DELIVERY but till now nothing.

2. WORST CUSTOMER SERVICE
I chose the collect at store method - But when I try to chase the customer service: (1) All phone numbers cannot reach and (2) chat service requires me tons of questions about my identity while I only need to know WHEN THE PHONE IS ARRIVE at THE STORE so I can go and collect (Why it needs identity: Passport, ID, first-line billing, etc). Until now, No info on when I will receive the phone. This is unacceptable service.

3. CRAP IDENTITY-CHECK
- Checking delivery status but require: (a) Passport (b) ID and (c) first name, first-line address are all crap.
- When checking the delivery status at STORE: The customer service insists to look into your bank card and CVV in your bank card. This is ridiculous and illegal

PLEASE DO NOT ORDER HERE

Order sim free phone, paid outright on card, phone out for delivery, however carphone warehouse stopped dpd delivering, no reason given, dpd advised me that carphone warehouse just recalled phone. Even though paid for in full??

Phone lines closed due to covid, no replies to email, bunch of cowboys, absolute scum of the earth robbers!

I was fraudulently sold a contract, which I have requested the transcript of and I have ben delayed continuously and lead in countless directions. Be ware, this is a company who will do ANYTHING to set you up and take your money, even to things you have not agreed to. Then they will not send you the proof for you to prove they were in the wrong. To the people of Carphone Warehouse, you work in a communications industry, learn the tools to communicate and get back in touch with people and offer "customer service" rather than customer interference.

I have bought 3 phones now from Carphonewarehouse and have never had a problem. The only suggestion I would have is that it would be good if you could have a customer account to log in to. This would make future purchases much easier.

So went to carphone warehouse stevenage saw Chris, asked him to show me mid range powerful ram phone. He showed me a iphone went away. I asked him back to show me some more powerful ram phones and suggested some Samsung phones. Chris said " these ones are very expensive " then stood there silently. WOW How racists and biased is that. I'm a coloured person and that was straight up racism. Irony is that carphone warehouse have an employee that has lost them £s. He chooses which customers to serve and take money and he s not even the boss. I've lost nothing, whereas they have lost a valuable customer in a pandemic year. What a sad and sorry company this really is.

I brought a samsung phone online it was "£20 dearer than amazone but it said it comes with free samsung ear buds. I got the phone and it said i would get the buds in 2 weeks. I did not receive them so i went to car phone warehouse purley way they said i had to get InTouch with samsung. I phoned samsung they said they do not give free buds only if i orderd from them. Wish i had checked with c. P. w reviews first. J. white coulsdon

If your thinking of taking out a contract DONT DEAL WITH THIS LOT!

I took a contract out in February and the phone stopped working in July wouldnt charge the phone had totally died. I took it to carphone warehouse who said they'd send it of for repair. I gets a text phones ready go to the store was told sorry staff called in sick come back tomorrow, I got back the next day he said no noted to say what issue is he plugged the phone in to show me it charging alls good still had to pay my full bill even though I didn't have the phone. Fast forward a few weeks phone stops charging again books a repair and they was supposed to have it collected they were a no show... I emailed and got no where put a complaint in and was told I have a new screen on my phone? My warranty is void the engineer report said they didn't touch my phone so how come I handed a phone that was dead and wouldnt charge and collected a phone that did work and would charge. I havent touched my screen it's the same 1 I had all along so either the engineer broke my screen and replaced it or I was sold a phone that someone returned. All the time I'm still paying £50 for a phone that I cant use I have escalated my complaint told them I want a new phone and they can have this back I will go to the store with the cheap of rubbish I was sold so if your thinking of entering a contract please beware as you'll pay for something you cant use. I want a phone that works is this to much to ask and get to try bottom of lies about the screen if your technician done it or was I sold someone's return phone

I bought a phone on 23 of March at brixton store currys&carphone warehouse. On 24 was lockdown and in the shop assitant AMBER and manager lied me that I can collect the order even if the store is closed. For collection will be open. It wasnt true. I confirmed with lady that I need DUAL SIM option and she said yes. This has dual sim opion. After 3 weeks fighting, milion emails and post on facebook and twitter they send me phone with SINGLE SIM. From that moment they don't respond for email. Sometimes they repsond on twitter but all messages saying the same. Nothing. This the worst expierence in my life with company, shop, customer service, people working for CARPHONE WAREHOUSE. I was cheated on brixton and they cannot resolve problem. They want me to send emails, calling to them but they dont respond. On helpline they cannot help me.

We ordered a white iPhone for my daughter's 16th birthday and it came black. My husband called them and they advised him to return it. They ordered an exchange but sent a driver in the morning to collect the black phone. Two hours later another driver came with the white phone and refused to hand it over because there's no black phone to collect even though we gave him the receipt the other driver gave us. It was my daughter's birthday that day and she spent it waiting on the stairs. This was back on the 3rd of June. The 4th we called to track the delivery and were told that the phone went to Lincolnshire to be delivered from there (even though we're in London)! We spoke to CPW via live chat because they refused to deal with us on the phone. We ended up requesting a cancellation of the contract since they couldn't be bothered to specify another day for delivery. Later on, we had to cancel the insurance too and it wasn't easy. But when we thought it couldn't get any worse, ID started billing us and sending threatening notices. We got in touch with them and they said CPW didn't scan the item yet and didn't apply for cancellation. We called CPW over and over and each time they said they're sending an e-mail to their warehouse with an immediate effect and they promise to send us a confirmation with that but they never do. ID is threatening to send the bills to a third party company for debt collection if CPW didn't scan the item and closed the case even though they're virtually the same company and we have shown the evidence that the phone is in CPW's warehouse. They are, as my husband calls them; one big scam company. We usually never say never, but with CPW and ID, we don't care if they're the cheapest providers on earth, we'll never go for them ever again.

This morning (14/9 at around11.30) I visited Carphone Warehouse in Currys at St Johns Bedford.
No-one was serving, so I asked one of the Curry's staff to help.
About 10 minutes later a member of staff arrived, skimming throuhg his phone.
He asked 'Can I help' whilst still skimming through his phone.
I told him I had been waiting for about 10 minutes. To my surprise, rather than apologise, he started to argue with me, saying that he didn't think I had been waiting for 10 minutes (stiil skimming through his phone)
I found his attitude rude and unprofessional. I was planning to spend nearly £1000 on a phone - I certainly will not buy when someone is accusing me of lying.
To add to this - his badge read 'Branch Manager'.
Is this poor custormer service tyical of a CW Branch Manager?

Wow wow wow, so I'm not the only one to be scammed with the £175 cash trade in your old mobile for a Google pixel 7 deal. SHAME on you carphone warehouse, as I have 2 contracts running now as the £175 was suppose to pay off the other contract.
My story, seen the deal above, looked at the terms and conditions which stated at the time and I have also taken screen shots of them, "trade in for £175 with a working or non-working mobile". I contacted CPW and went through the terms and conditions and would my phone be ok to trade in and they said yes. So, went ahead with the deal. When processing the only option I had when trading in my phone under "trade in" was "recycle", now I wasn't really bothered about getting any money for the mobile, it was mainly the £175. Everything went smoothly and the computer did not stop me to say my phone was ineligible, as remember from the T&C's it was any working or non-working phone. Anyway 6 weeks later after several calls to CPW I spoke to them today only to be told that I am not going to get my £175 as the phone was worth £0 and was ineligible. I was almost crying, I felt conned and taken for a fool. I have since been to Thier website and looked at there T&C's as they still have the deal running and can see it's been amended. It's lucky I took a photo of the originals and I have the phone logs, times and dates when I called to enquire. I have put in a complaint after customer services couldn't help to the tradeuphelpATcurrys.co.uk, I am not expecting a lot but I am going to fight tooth and nail for my money even if it means going to a small claims court, I did everything I could and by the book with Thier T&Cs, surely all the bad press just shows how bad things are CPW, make a men's and sort things out and when people make contact respect them and the deals you have made. Don't take customers for fools.

Just got a call back from complaints team, a person called Iviwe (they don't give surnames) who informed me that they are going to not pay me the promotional value, even though they acknowledge the terms and conditions of working or non-working phone. AVOID AT ALL COSTS, they will rip you off. I am going to a small claims court for this.

Worst customer service experience I have ever had!
I ordered a new Samsung Galaxy S21FE which was advertised as minimum £150 cashback when you trade in ANY smartphone in ANY condition. I checked with staff in-store at Currys in Bolton before I ordered and confirmed I would get at least £150 for my current smartphone (Sony Xperia 5 ii).
After placing the order, I called customer services (which takes approximately 40 minutes to get through), only to be told they couldn't process the trade in as my phone make and model wasn't listed. They advised I would need to visit the store to process the trade in.
On visiting the store, they advised the ANY make/ model trade in offer doesn't actually include my Sony Xperia phone and I would need to contact customer services to cancel.
Customer services have refused to cancel the order, as the new phone has already been dispatched to Currys in Bolton. They expect me to collect the phone from the store and return it to them at my own expense which I naturally refused to do.
The CS team then transferred me to the sales team and said Sales would be able to cancel the order and arrange collection of the phone (more hold time).
Sam in the sales team spoke to his 'manager' and said I needed to leave the phone without collecting it at the Bolton store and the order would be cancelled automatically after 14 days, which (conveniently), is the same length of time as the cooling off period so again I declined.
Sam then agreed he would arrange with the customer services team to have the phone collected from the Bolton store before putting me on hold. After another lengthy hold time, I was blind transferred back to the customer services team.
I then asked to speak with a manager and was put through to the sales team manager, Jason who agreed that the situation was ridiculous and promised he would speak with customer services personally to arrange the order cancellation. Again, I was placed on hold and got transferred back to the CS team, and the call was cut off - I received no call back despite them having my mobile number on file.
I called back AGAIN, spoke with an agent named Ijaz and asked to speak with the sales team manager Jason. Ijaz refused to transfer me to any manager and said he would arrange a callback which of course, I never received.
After spending several infuriating hours on the phone with these disgraceful time-wasters, I have still been unable to cancel the order and will now have to waste even more time going back into the store to return the item at my own expense.
From the other reviews on Truspilot, it appears the Carphone Warehouse business model is to advertise fake offers and then rely on a literally useless customer service team to ensure that customers are unable to cancel before the end of their 14 day cancellation period. Absolutely appalling!

Disgusting Outright Thievery. Traded in a phone for a £100 bonus + £45 for the phone it self. Got an email they would only offer £10! The email came conveniently after the 14 days cooling off period. So couldn't even cancel contract out of disgust!.

To top it all off the £100 extra bonus was refused as the phone had to be sent within 7 working days from receipt of the new phone... OK CARPHONE WAREHOUSE BRIAN BOXES HOW CAN I SEND THE PHONE WITHIN 7 DAYS WHEN I DIDNT RECIEVE THE BOX TO SEND IT BACK UNTIL 9 DAYS AFTER RECIEVIING THE NEW PHONE. That makes no difference in the Carphone Warehouse world apparently. DUDES WE ARE IN A PANDEMIC ROYAL MAIL DOESNT KNOW OF YOUR RIDICULOUS UNETHICAL PRACTICES OR THEY MAY HAVE HELPED ME OUT

Complete JOKE of a company

Ordered phones online from car phone beware house. The transaction went through and the package was on its way but then the status changed and the package was requested to be returned to car phone warehouse. Called customer service and the lady said that her department is the only one that can tell us the reason and that the only thing she can tell us is that she can't tell us the reason. Excellent. When I made the payment online it went through immediately. I did not make car phone ware house wait 3-5 working days before they could take the money out of my account. I now have to wait for the package to be returned to the depot before the refund can be processed and then it will take a further 3-5 days before I get the money back. I made the purchase for a next day delivery of a phone. If they do not want to go through with the deal that's fine but I want my money back now- not when it suits them. Seen a few stories online including in the Guardian about car phone warehouse rejecting people and not giving a reason why. "Customer care" is unable to escalate the matter in any way (which the chat service said that they would be able to do). All they could do was give me a reference number for my complaint which they said would be dealt with internally. Thank you for numbering my complaint car phone warehouse, I do hope you deal with it internally- that is what I was going to suggest you do with it too. Definitely unhappy with this "service".

1) I ordered my new mobile through Carphone website as follows
Your order details are:
Order Date: 02/03/2020
Order Number: *******
Order Total: 349.99
Order Contents:
1 x SAMSUNG A70 CORAL £349.99

2) I wanted to collect my new mobile from the nearest Carphone Warehouse near my workplace which is near Victoria station. I chose
Oxford Street East
Currys PC World - Carphone Warehouse, 94 Oxford Street, London, W1D 1BZ.

3) On the 3rd March 19 I received a SMS message as follows:
Order ******* has been dispatched to your chosen store. Please ensure you take the credit/debit card used to make your payment. For further details, please check your email.

4) I received no further emails from carphone warehouse about my order. Due to illness I was not able to go and collect the new phone from the shop on the 3rd Mar. My illness lasted until 12th Mar. I had also not gone to work as a result. I reside in Chelmsford which is 42 miles from the Carphone Warehouse shop at 94 Oxford street and takes 1.5 hours on the train/tube network.

5) Just to be sure, my new mobile was in the shop, I phoned up customer services on the 12th Mar / 13th Mar. I rang the FREEPHONE telephone number *******250. They adviced me that the phone was indeed in the shop and had been signed in by the 94, Oxford street store manager. I should be ok to collect.

6) I made a special trip from Chelmsford to 94 Oxford street on the 12th March to get my new mobile. I spent 1.5 hours on the train and £21.50 on the train/tube. I got to 94 Oxford Street, and the Sales Assistant (sorry I haven't got the name) checked me in in terms of my credit card details, identity source (driving license).
Then 2 sales assistants went down to the shop warehouse/stockroom to retrieve my mobile. But they could not physically locate my above order. Yet they saw on the system that it was signed for by the store manager.

7) I was then told to come back the next day.
A) I said I could not do that, since I had come a long way from Chelmsford, wasted 1.5 hours of my time at an expense of £21.50
B) The manager got involved. I spoke to him at great length by my frustration of not get my new mobile. He said, that the shop was at a loss to explain why my new purchase could not be located at the shop. He said, they would carry out a check next day, to find out where the mobile was within the system. I said that I could not come back to the shop again as I couldn't travel again such a long distance. I gave him three options
-To give me refund immediately, since the goods I came to pick up weren't there.
-To give me the new purchase immediately (another spare A70 which might be stock)
-To send the mobile once recovered to my local store in Chelmsford.

8) The store manager refused to give me a refund and promised that my issue would be investigated ASAP. After a great deal of discussion, I left the shop empty handed to return home. The sales assistant took my mobile number down and said they would get in touch with me the following day which is 13th Mar.

9) I did not receive any phone call from the shop on the 13th Mar. I waited until 11:30 am. I then phoned up customer services FREEPHONE telephone number *******250 to complain that I had not received my phone when I want up to the shop and that I wanted my refund back. They told me that because the mobile was to be collected on a Click and Collect basis, the shop would be responsible for arranging a refund OR give me my new mobile. They told me to go into the shop again. I said I could not do so for practical reasons as I would have to travel from Chelmsford, it would take me 1.5 hours and cost me £21.50 again. I told them I had already had a wasted journey.
They could not do anything to help. I asked them for the shop phone number *******1680)

10) I phoned up the shop half a dozen times on the 13th Mar afternoon, but always got a busy message and request to phone back later. I then visited the my local Chelmsford High Street Carphone warehouse shop on the 14th Mar. I explained the above to them. They tried speaking to the retail call centre on my behalf explaining the situation. But they were adviced that Chelmsford Carphone warehouse could not do anything for me, and that as a customer I had to re-visit 94 Oxford Street to try and get the issue resolved.

THIS WHOLE EPISODE HAS A LEFT ME COMPLETELY FRUSTRUATED AND SHOCKED AT THE TREATMENT I HAVE RECEIVED FROM THE UNSYMPHATETIC CUSTOMER SERVICES AND 94 OXFORD STREET CARPHONE WAREHOUSE SHOP. ALL I NOW WANT IS MY MONEY BACK ASAP AND AN APOLOGY FROM CARPHONE WAREHOUSE AT THE TREATMENT I HAVE RECEIVED. I HAVE BEEN TOLD THAT IF THE MOBILE IS NOT COLLECTED BY THE 14TH DAY, THEN BY DEFAULT THE ORDER GETS CANCELLED AND THAT MY MONIES WILL BE REFUNDED. BUT THIS COULD THEN TAKE A FURTHER MONTH (30 DAYS!). THIS IS NOT GOOD ENOUGH. I WANT MY MONEY BACK NOW! I ORDERED THE PHONE IN GOOD FAITH, BUT AS A CUSTOMER I AM GETTING PENALISED WITH ALL THE HASSLE OF TRYING TO GET MY PHONE AT A GREAT DEAL OF EXPENSE, TIME AND FRUSTRUATION THROUGH NO FAULT OF MY OWN. NEEDLESS TO SAY, I WILL NEVER EVER SHOP AT CARPHONE WAREHOUSE AGAIN OR ITS CONNECTED COMPANIES. I TRUST AMAZON ANYTIME COMPARED TO YOU ROGUES. I WILL ENCOURAGE ALL MY FAMILY, FRIENDS AND WHOEVER I COME IN CONTACT WITH, TO NOT PURCHASE GOODS FROM A COWBOY COMPANY LIKE CAREPHONE WAREHOUSE!

The company failed to refund me, it was a long story, instead of checking why it failed to resolve, they didn't. This caused a huge complex and takes over 2 months to solve.
This does not include a huge amount of money I have to pay in order to call oversea. (I'm now in my homecountry but to sovlve the problem they force me to call to UK several time insteady of making a free live chat via facebook or email to arrange the refund)

Just had a bad experience with local store. I own a Samsung phone bought from you at the moment it's 8 months old so under warranty? It's makes random noises e.g. making phone calls using any of my app. Which is very distracting and is driving me crazy. 1st visit to store - the phone was sent away for 2 weeks. 2nd visit On return STILL made same noises. Manager said it was company policy to return the phone a second time to the repair shop. I was a little put out as phone was still under warranty and suggest they either they replace or return money. But company policy was quoted and he gave me the impression that if it wasn'tfixed this time I would get a replacement. 3rd visit phone still making same noises I guess by this time I was annoyed when he said company policy said it was to be returned to repaired again? So to cut the story short I took my phone back from that alloof arrogant manager and I was asked to leave the shop! Your customer service is special and I thought it needed to be shared? Bing Bing Bing oh there it goes again!

I bought a phone for my wife from the Birmingham branch in town. It was freezing from time to time but taking out the battery would solve it. However, 8 months down the line and it totally froze. Took it to 'The FORT' branch only to be told we had to deal direct with the manufacturer. Bad mistake as I know my rights under the sale of goods act and I do not take a fob off too lightly. I made it clear that under the sale of goods act my contract is with THEM not the manufacturer and I want them to deal with it. Then they try the line well we can send it off for repair but it will cost you £19.99 for the that. I again point out the sale of goods act and that THEY are responsible for it. So the woman gets onto the help line and low and behold they can send it off without cost (funny that). Well we get a text off their own technicians saying it is beyond repair and that the phone has been sent back to the store where we took it in. So today we go to pick it up and find it still has not been sent back there so a wasted journey. However, my wife did ask well how do we get a refund then and she was plainly told 'you don't you just walk away with the phone'. At this I point out that they are breaking the law under the sale of goods act. 'We are not' was the answer and if you want the trading standards number I will get it for you. At which point I said I don't need it I will just take you to F'ing court for breach of contract under the sale of goods act and we walked out the store. Yes they did get me to loose my temper a bit, but it is clear this company THINKS it can just sell non working stock and get away with it breaking every sales law in the country. I will be going the legal route which means if it goes to court I can claim for travel, loss of earnings, costs for preparing the cast and interest on it all as well.
Oh and if i could have given them no stars it would have been too much.

I was due an upgrade and rather naively went into a carphone warehouse shop to be met by a very eager salesman!... I specified it was an upgrade I needed and wanted to keep my old mobile number. He gave me the new handset with another SIM, he told me the number on the new SIM could be changed to my old number and if I gave it 2 days this would happen, 7 days later i was still not using my old number... I rang carphone who told me it would be my network provider who was responsible for the switch... I rang them who told me it was carphone warehouse who should do the switch! As you can imagine I was at my wits end, I sent the handset back and cancelled my contract with EE. 7 months later I receive a bill for £78 for line rental... apparently the salesman at carphone warehouse earns more commission on a new line than upgrades... Speaking to the telesales people at EE was a joke too... I asked one of them their name which was Dave, when I asked for his surname he said we do not give out surnames... what a joke!

Absolutely rubbish! Poor poor poor customer service! Grrrrrrrrr

I bought a phone on the 14th september in breahead carphone warehouse a week or 2 later it kept turning off when i was texting n i would wake up in the morning it would be of. I took it back 2 breahead the shop was closed for 2 week someone told me 2 take it 2 paisley so i did he played with the phone so he could see it turning off witch i understand he asked me 2 leave the phone i asked could i borrow 1 he said no then in a cheeky way he said go 2 darnly and asked them if u can borrow a phone. I need a phone i have kids n i suffer from epilespy he just shruged his shoulders i asked for my phone back and walked out the sshop. Was he in the right i don't know what 2 do please help