Carphonewarehouse reviews

Carphonewarehouse reviews

Very low
1.8
from 0 - 10
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Refuse to take any responsibility

7 month old phone has now become faulty. The phone is not damaged and has not been misused but sections of the screen do not respond to touch so typing is impossible.

Carphone Warehouse have fobbed me off saying I must deal direct with the manufacturer Huawei. Not impressed and do not feel valued as a customer.
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no service when things go wrong - EDIT see end note

long story short, bought a Nexus 7 Tablet for my son as a christmas present. Fantastic when it worked, after 3 weeks it stopped working, they wouldn't replace it but said it needed to go for repair even though it was not a user error. 3 weeks later still no tablet back and the problem with that is the lack of information.

The store rarely answer the phone, when they do the person you need to speak to never ever returns the call, they have never replied to an email. When visiting the shop they won't tell me what is going on apart from to say it's gone for repair. The invoice I received for the product had incorrect information on it, somebody elses personal details and the wrong store name, not my problem but they won't tell me what is happening as the tablet is not in my name! Luckily I had paid on credit card so had proof of purchase. They have not sorted the invoice or given us back a tablet. Awful customer service, will never use the company again. No apologies given and we are left with no tablet and nowhere to turn. Awful.

Turns out all you need to do is contact London office, everything sorted in a matter of hours, new tablet, upgraded due to hassle I had, couldn't have been more helpful... ... have a problem, call London. Happy with service now.
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Liars, Wasted My Time Over A Cancelation

Got a new contract with the Carphone warehouse, great service @ the Liverpool store (Parker Street). After having my contract for a week, I found out that I could get a massive discount with O2 themselves. I travelled to the Aintree store and asked if there was a cooling down period where I could cancel my contract. They told me no!!
I did some research on the website and found that I could cancel my contract as I was on O2, I had 14 days to cancel it. I then went back into the aintree store showing them the information on the website. They argued that it was only for contracts bought on line. But i showed them it was in store. I asked to return this contract with the aintree store. They told me no, you can only return a contract at the store you bought it at and with the original manager present.

I then traveled all the way to liverpool where I bought if from. They then told me that their systems where down and could not do any refunds or cancelations. (Very annoyed at this point)
I then decided to go to the Liverpool one store, told them about my problems and how unhelpful the other two stores were. The staff at the Liverpool one store told me that I could of returned my contract at the Aintree store and the other store on Parker Street, and that their systems where fine and could of returned it here.
I basically wasted my time, my money traveling to three different stores.
The two stores lied to save there bonus from being effected. Will not be dealing with the car phone warehouse again. But can say that the staff at the liverpool one store very helpful and did try to price match the offer that O2 where offering me.
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Shocking Customer Service

Ordered a blackberry handset online. This was after trying to locate a handset at one of their branches as for some reason they do not stock the Z10 in stores despite dummy phones being present in most of their stores. I called their customer service line to check whether there would be any delay in delivery as I was desperate for a new handset for work. I was advised that it would arrive within 24 hours.

I received the confirmation email and even called to check the order arrived. I called the following day when it did not arrive and the following day. I tried putting their code into their delivery tracker but this would not work. I contacted them again 3 days later explaining that I had still not received the phone and that it had caused no end of problems for my business. I was then told to hold. Then transferred to another department and then finally advised my order had not been processed at all! I was told that it was my fault as the delivery address inserted did not correspond to my credit card address even though I was clearly ordering for my business as most people would clearly do. There was no apology and no explanation as to why I was not contacted by landline or email when they had these details to avoid considerable inconvenience.

I have cancelled my order. There are many more reliable companies than this one to deal with. Having read other comments I note that I am not alone. Customers should not be let down.
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They took a direct debit from me without me giving my bank details!

My wife bought me a Nexus tablet from them using her Barclaycard, it was only £140 & they tried to talk us into taking out an insurance on it at £5.99 per month, I said we don't it because A) we get a years warranty anyway, B) for £140 it's not worth it & C) we've got home insurance, anyway, he said that it's free for a month so the wife said yeah why not then.
Now here's the thing, she paid by Barclaycard but we bank with Nat West, yesterday they took £5.99 out of her account by direct debit! how the hell did they get her bank details? she never signed any direct debit mandate or gave no bank details.

Will never ever use these thieves again, I don't care what offers they have on, & yes, I will be looking in to how they managed to steal £5.99 from us
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Lies,worst ,rude behaviour

Never going to get a phone from carphone house in my whole life.The worker in Chatham branch are rude and will lie.After I have to go every two months with a fault in my phone.
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Carphone Warehouse AfterSales ... Someone else's problem ...

I would like to make a complaint about the lack of service, consideration and common decency I have received from the Carphone Warehouse.

On the 29th December 2013 on my daughter's behalf my wife and I ordered a Google Nexus 7 device from the CPW online site for £99 with money she received for Christmas.
This was the second Nexus 7 device we had purchased from CPW and we later purchased a third for my youngest Son.
We received the device on the 31st December via courier delivery.
This last Friday, January 31st 2014, my daughter noticed that the device was no longer functioning as the unit was 'stuck' on the message, “turning on wifi ...”
The next day, Saturday 1st February 2014, I contacted Google Play Support UK on 0800 328 6081 to attempt to resolve the wifi issue; Google were very helpful and talked through a number of support options none of which resolved the problem and finally advised a factory reset option … this also did not resolve the issue and so they advised to return the device as faulty to the retailer.
We contacted Carphone Warehouse Online Support on 0870 1116565 who advised to return the faulty unit to the nearest store for a repair/ replacement.
Today, Sunday 2nd February 2014, some 33 days after receipt of the unit my Wife and I visited the Carphone Warehouse store in Thurrock Lakeside (I now know to be Store No 1472.)
We were attended to by a young Man I will refer to as Advisor No1 as he did not wear a Name Badge. He politely advised that he could not help us as we had returned the faulty item after the prescriptive 28 day faulty return period. He also advised that as per a recent communication he was not able to deal with any Google products and advised us that we would need to contact Google Play Support ourselves on 0800 328 6081 as Google would not allow CPW to deal with Google Product returns, he stated he could not do anything, agreed it was frustrating and stated it was not good Customer Service but he could do no more. He also stated that if he 'bent the rules' for one Customer he would be expected to do this going forward.
I advised that I was not happy to simply be turned away without a resolution, I stated I had purchased the product from CPW and was expecting a degree of ownership for the issue, I asked if the store could submit the device for corrective action on our behalf.
Advisor No1 calls an internal CPW number for advice and from the observable end of the call rather than seeking advice proceeds to tell the other party his understanding of what the process now is … what was the point of this?
A number of people drift by including a Man I now know to be the Manager – I cannot prove this and you might feel it is a small point but at that stage he was wearing a name badge … he was also carrying a walkie-talkie and a tablet.
After ending the call Advisor No1 simply repeats that he cannot help us – outside 28 days, not authorised to deal with Google products, we the Customer need to call Google on 0800 328 6081, he is unable to do anything – but I agrees that this is not good Customer Service.
I tell Advisor No1 I am not happy and wish to speak to the Manager
The Manager (now not displaying a name badge) cannot help us – outside 28 days, not authorised to deal with Google products, we the Customer need to call Google on 0800 328 6081, not going to do anything – agrees that this is not good Customer Service – explains this is policy imposed upon the stores by line management from Head Office.
I have now realised that the number the store is referring me back to (i.e. Google Pay Support) is the same number I have already called who referred me to the retailer … I explain my concern which is ignored by both CPW colleagues. I say I'll call the number to check the validity of their statement and they grudgingly allow me to use the store phone … the Manager wanders off without any comment and he is not seen again … I cannot contact Google as they are not open on a Sunday.
I explain to Advisor No1 that Google referred me to the retailer and that, if in turn, the retailer refers me to Google this is not acceptable and that as a Customer I am here at the retailer expecting some resolute action.
Advisor No1 simply repeats again that he cannot help me and that CPW offer the 28 days and other retailers only offer 14 for return (which is nonsense in my experience as a number of retailers take CS and their Returns Policy seriously)
My wife now contacts CPW online support on 0870 1116565 on her mobile phone and speaks to 'David' who checks with the information he has about Nexus 7 and he gives us the Asus Support Telephone Number 0870 120 8340 …
So the support number that the store were happy to give us and let us leave with was in fact incorrect …
I query with Advisor No1 that the information given by the store was in fact incorrect and he still states he cannot help us and adds that he cannot replace with store stock as he would be dismissed.

I state that I cannot envisage any future purchases with CPW which is treated with indifference ...
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Liars

Updated phone from orange to EE 4G on advice of assistant. Nice shiny new phone. Assured by assistant that I would still be able to get swapables on this new contract including sky sports as with my old orange contract. Turns out I can't. Four telephone call later still had no helpful resolution or advice from customer service department. Tried five times to get through to the store....... 0843 number to add, still nothing. My old option is to go to the store and have it out with them. I will contact consumer direct tomorrow. They sold me a contract and phone not fit for purpose. The assistant lied to me twice that I know of so far. It's a shame as my previous upgrade with them was fine. Very disappointed to say the least.
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nearly an hour of my life wasted

spent 40 minutes in carphone warehouse in blackpool bought the gemini tablet online before xmas for a gift less than a month later packs up customer service say take it back to your local store which i did TODAY guess what cos its out of 28 days cant get money back but if an item is faulty by law under the sale of goods act im entitled to a refund,,noooo not at carphone stand around and wait while staff yawn, text ,mess with their phones, then told we have to send it away for repair, but wait (another 10 mins) we dont repair that tablet we replace it,,,but i dont want a replacement as its crap and will break again, well thats our policy and thats all were offering , well i want to speak to manager cos under the sale of goods act, remember that::::::: All goods must be:
as described
of satisfactory quality and
fit for purpose
If they're not, the retailer is in breach of contract and you have a claim under the Sale of Goods Act.

well i wait a bit more to speak to the man in charge only to be told we can only offer a replacement,,oh and now the same tablet is cheaper and to add insult to injury you dont get the difference back in what you paid and what we now sell it at,,,,,so i now have same tablet but for more money plus i know it will be going back cos its rubbish and will break again, so i came home made a complaint to their customer service department on the phone but she was reading from the same script,,,,lesson to be learned, If your buying from them they cant do enough for you, in-between the yawns and the texting their mates, but if you want to take back a faulty item take a flask and a blanket cos you will be there a while, and dont expect them to adhere to the law cos its not there policy,,,,,,THE END ( well for now anyway)
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Simply you must shop here... oh wait I'd rather get sat on

Getting sold lots of things from Carphone Warehouse is the simplest experience of any retailer. As you walk you in, you are greeted by several smiling staff members all clambering to sell you not just what you came in for, but something you knew you didn't want. The process is a delightful breeze of endless personal questions, awkward small talk and problems with transferring your existing number.
And then it happens...
I've got my new phone!!! :D yay! But wait...
Oh no! My phone has broken!! No problem, I'll make a visit to the Geek Squad to solve my problem :) I'm so glad I went for the Samsung Galaxy S3 instead of an iPhone, not only did I save money, I also have the same customer experience... WIN!
I turn up to the very busy Geek Squad dungeon near Tottenham Court Road underground. I wait in queue for around 40 mins until I get to my geek. He's a fine specimen of a geek, sweaty, pasty, pale and completely unable to look at me in the eye. I knew this guy could fix my problem. I explain the issue, he says it's only a software issue and will be fixed by tomorrow afternoon. Couldn't believe my luck, what a treat!
Two days later I haven't heard anything, so give the store a call... the robot lady says they're too busy to answer me and suggest I call back later, as my call is important to them... It's then I knew how much of an important customer I was to them, VIP :)
I tried the next day and get through someone who sounds like she just woke up in her own sick, who tells me that the notes on my case are essentially useless and I should call back in 2 hours... Good game m'lady, well played.
I try and call back 2 hours later, I'm on the phone even now as i type this out! I've been on hold for 2 and a half hours, I've missed out on some of the best times of my life.

So the moral of the story is don't waste your time getting a sh*ty Samsung, just spend the extra few pounds a month to get an iPhone and avoid being inflicted with some of the worst service imaginable. I would rather tug on my balls then go back to the geek squad, they are the absolute worst thing to happen to high streets, even the bubonic plague was better for the masses.

If you do anything today then don't go to Carphone Warehouse... unless it's to throw faeces at their staff
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ALWAYS CHECK WHAT THEY'VE ORDERED FOR YOU!!

So I decided to take out a new contract with the sony xperia z1 compact, which is currently listed on pre order. I phoned up today (date above) and went ahead with the pre order, stating i wanted the black phone on the vodaphone 4g contract with unlimited mins and texts and 6gb data PLUS 4gb bonus data (offer). The advisor i was speaking to reconfirmed this, and after around 45mins on the phone it was all done.

Now just out of curiosity, i decided to phone back to reconfirm exactly what I ordered, turns out the previous advisor order me the correct phone BUT in WHITE?!?! Who wants a white phone?!?!? on top of that...the contract was with o2, with the same amount of mins and texts, but 1GB of data, and for £34 pm. I got so annoyed and asked them to sort it out there and then as that was NOT what i had ordered. After about 20mins, the original advisor phoned me and said that its o2 now as the vodaphone deal had expired and the website had not been updated. After about 15mins of arguing with him I told him to cancel it! As far as i'm concerned, if its on the site, i'm entitled to it until they've taken it off. He cancelled it and that was that.

After another 10mins, I decided to call back to see if that deal really had expired, or whether he was just talking nonsense. Got through to a UK call centre (yay!), spoke to a guy called [name], and explained my situation, and he did some checks for me. Turns out the deal was still valid, and after another half hour it was all sorted and my phone is due to be delivered at some point next week.

Now you're wondering why its still a 1 star rating? Well after all that nonsense, the only good will I was offered was £50 worth of official Sony accessories for £10. Whilst a good deal, its nothing if you take into consideration the hoo-hah I endured for a few hours. A simple 10min order took a massive chunk out of my day, and there was not much sympathy really shown. Even if they said just have the accessories as a good will that would have been fine. BUT I still had to pay a tenner. MEH. Lets see if i get the phone on time now.

PS - this is a review by someone who has been a loyal t-mobile customer for years, but only decided to get a phone from carphone warehouse as I had a t-mobile branded HTC One X last and I never recieved any software updates after Android 4.1.1 whereas other people were on Android 4.2. After the headache i recieved today (which served as a reminder of why I left carphone warehouse a few years ago), I will stick to the providers themselves.

Rant over...for now.
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Happy to sell the phone and then when it goes wrong no help at all

The worst aftercare I have ever had no help what so ever happy to sell the phone and as soon as it sold they don't want to know never ever will I go in the shop again
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Cloth ears!

Ordered a phone update from CPW. Said it would be here in a day. Checked next day and DPD tracking number did not reveal tracking. Phoned Carphone Warehouse - rep said it would be picked up 7.00pm that night (day after ordering) and delivered following day and I could track it from then. Tried tracking number from 7.00pm, no luck. Tried every so often the next day without any luck.
Tried tracking in the morning, next day, no luck.
Called CPW and they said it would be here the next day. I said how will I know... you keep telling me different things.
They said it takes 3 - 4 days to arrive. I said you told me one day.
Tried checking tracking on and off with no luck.
Phoned to cancel and they said phone is dispatched but I said it is not showing on DPD. They said it will. I said it is not now though. I asked them to send me a dispatched email They said no, DPD would. CPW said it was not in stock. I said you did not inform me...what's the price of communication via email?
It was almost as if they weren't going to accept my cancellation, whatever. They would not listen.
I am really unhappy. Now I am told it will arrive the following morning. Unbelievable, arrogant contradictory service. Will never use again.
PS I have used online shopping for years and have never. ever been so badly informed.
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dont buy from these

Bought a phone at xmas (phone is great) and the only insurance option available online to tick was the £24.99 insurnace for the year so I chose that.
Phone came but no insurance. When called they said I had signed up for £3.99 per month (wasnt even an option) and that the year deal wasnt available. I looked on line as if to buy another phone and low and behold the only option is the £24.99 again.
They wont let me have this insurance now. I can only have the £3.99 per month which is double the price.
Still waiting for complaints department to get back to me.
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I must be the only one who's happy!

I never usually leave reviews, but I think the habit is to only leave one when the experience has been a negative one. Having just bought an iPhone 5S at the weekend from the Westfield White City branch, I have no complaints. The guy who served me was very knowledgeable and friendly. He also gave me a discount on the handset and the phone case, which I bought there and then, as he said I was spending a lot on the price plan I’d chosen. I wanted to transfer my current mobile number across from O2 to Vodafone, he did all the necessary steps as I’d already got my PAC code from O2 in advance. I was a bit weary when I got home to find out that the new Vodafone simcard didn’t seem to have a telephone number attached and that my new iPhone was showing ‘no service’. From previous experience of transferring my number, usually you’d be given a temporary mobile number, call the new network’s customer services, give them your PAC code and so on. Perhaps because my PAC code was entered at the time of sale straight away, this was done differently?

The person serving me did suggest I buy insurance for the phone, with the first month being given free. I usually don’t cave into these gimmicks, but when he pointed out I had £700 worth of technology in my hand, it did make me think. He advised I could cancel it within a month, which I probably will do and perhaps look for something cheaper. But overall, I’m pleased to say that 3 days later (not including the 2 day weekend!), I am now a Vodafone customer and the whole process was a smooth journey. The transfer time did take longer than expected, but that’s not a fault of Carphone Warehouse. I would certainly advise to take the negative reviews with a pinch of salt.
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Charged for free handset deal quickly removed.

At the end of my current contract with the Carphonewarehouse i was sent text with a link for upgrade deals. I quite liked the Galaxy Note 3 and there was an offer via O2 for free handset at £27 per month (£5 off per month special deal). The handset arrived along with an invoice to say I had been charged £149. When I checked back on the upgrades page the offer had been removed and was showing as £32 per month but still with a free hanset. Called customer services and they said there was no record of the deal being offered. Spoke to a manager who said they could look into the issue but would take up to 14 days by which time I would be obliged to honour the contract. No one from the company at any point has explained to me what the £149 charge was for. I was asked at the time of ordering online for card details which they stated would be used for age verification purposes only! As a result I am going to return the handset and get my money back. I feel totally conned and will not ever deal with these shysters again. Moral is never believe everything you read especially on the Carphonewarehouse website.
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EE Terminated Upgrade. Completely disappointed

Half way through December 2013, i wanted an early upgrade before i go on holiday so i went to see if i can upgrade early, and they said "yes" quite happily i upgraded then and there. While this was happening my sim never activated to the 4G network for EE. So i went back to the store they happily sorted out the problem for me. But thats just the beginning of the whole issue.
I went on holiday at the end of December till early January. The phone was on Airplane mode for the whole holiday, bare in mind this is an iPhone 5s. I turned the network back on as soon as i landed, and there was "No Service" for a good day. So i spoke to a friendly advisor for EE over the phone. She arranged and advised that i go to an EE store for a replacement sim. £10 would be credited to my account if I pay £10 in store for the sim, thats standard procedure I said fine. As i carried out the advice, i went to th EE store, the sales assistant told me I did not have an EE account. I found this strange, so they investigated further and they found that the number for EE has been terminated and my T-Mobile has been active. So they gave me a replacement sim for my T Mobile old contract for the mean time to use until my issue is resolved. The gentleman serving me was utterly nice and apologetic but i did not like the fact I had to deal with EE and Tmobile on the phone rather than the assistant doing so. His "manager" on the other hand was rather rude, and commented that it was Carphone Warehouse's fault for not processing my upgrade. And I snapped straight back and the way he implicated it was fault of EE there was no need to snap at a frustrated paying customer.
So as Carphone Warehouse is close by, I went to the store. and they has a little investigation carried out. What they has found is that the processing of numbers in their office has terminated the wrong contract, instead of terminating the T Mobile, they terminated the EE contract, They had told me that it would take a week for the processing office to respond to my request. I am furious at this point but i stayed composed. Almost every day since that visit I have came to the store to see if it has been resolved. And it has now been 3 weeks since the issue occurred. and it has been concluded that as of now, i have no contract, no rights to either my EE or t mobile contract. And I find it utterly wasteful an ridiculous that anyone upgrades with Carphone Warehouse. They are just merely the middle men in the Phone Network industry and i would advise anyone to go straight to the store for their network provider has carried out their service. The service here is really unnecessarily stupid. And the manager at Carphone Warehouse has issued me to refund EVERYTHING including the phone back to them, the money it has cost me (£130 roughly).
To conclude, frankly it isn't about the money. Its just the sheer waste of time, and effort put into this whole stupid situation and apparently I am not the only one. If anyone has been experiencing the same problem. To those who are, my thoughts are with you seriously, such a big regret coming to carphone warehouse.
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STAY AWAY FROM THIS COMPANY

I'm in the middle of a battle with the CPW. I signed up for a contract 3 weeks ago and still haven't received my phone.I've been lied to on a few occasions and have had enough. There is NO customer service at all, they tell you that way it is and thats that. I couldn't stress anymore about staying away from this terrible company. 0 STARS
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OMG.. AVOID !!

Tried to purchase a pay as you go phone for my 11 year old boy.
Told I had to give them my details which I simply asked.. why? its pay as yougo? I could simply order it online and wouldnt need to give my info.
Then I was refused the phone due to security checks and fraud??????
Refused a PAYG phone??? They point blank refused to serve me..
I walked into the o2 shop,. Brought the same phone.. No problems.
Rude and dumb
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'Geek squad' insurance

i took out a phone contract via carphone warehouse, when i received the phone i was told i could cancel the phone insurance, which i did. 4 months later i check my bank account...4 transactions showed up, each from the carphone warehouse.

I called them to ask for a refund. 1st agent told me i never cancelled it (despite me having received a confirmation letter confirming my cancellation)

2nd agent was more helpful, he apologises for the mix up, and offers to refund the money. whilst im on the phone he told me the refund is sent, will take upto 7 days.
Checked my bank account 7 days later no refund!
lying robbing scum!

Carphonewarehouse Details

About this company

The Carphone Warehouse is the UK's leading independent mobile phone retailer. Compare mobile phones on any network and discover the cheapest mobile phone deals. Compare home and mobile broadband and check out our free laptop offers.

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