Carphonewarehouse reviews

Carphonewarehouse reviews

Very low
1.8
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
287 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Staff don't know what they're doing

I was on a Talk Mobile PAYG sim, wanted to upgrade to their £7/month contract with Huwawei smart phone thrown in. After talking to Talk Mobile who knew I was an existing customer, they said as Carphone Warehouse was their agent, I would need to go to my local branch but CPW would be able to upgrade me there, no problem. Made a special trip to my local branch, waited an AGE to get to the desk, explained my requirements then was promptly told that you can't upgrade on the same network! I had never heard anything so ridiculous, explained to the assistant that this was not the information I was given by Talk Mobile before I visited. She asked another assistant if she was giving me the right information and he backed her up. No matter what I did to persuade them otherwise, they refused to take my order. They would not even call Talk Mobile to verify. When I got impatient because they were not doing anything to help me, they started giving me that look that says "time to have you removed from the shop". Very frustrated, I went straight back home and called Talk Mobile. They were most surprised that Carphone Warehouse would not fulfill my order so Talk Mobile set up the order for me themselves. Phone arrived from Carphone Warehouse a couple of days later. Carphone Warehouse, Nil, Talk Mobile, 10.

On the plus side, CPW did include my experience voucher, but having read the reviews, I'm not sure if I'll bother now. Totally pointless not being able to check out venues beforehand. Don't want to drive half way up country only to be a passenger in a supercar.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

WILL NEVER USE THEM AGAIN

My husband took out contracts on 2 phones in June. One, the Samsung Galaxy S3 mini, was for me, and it came with a 2 year warranty. In December it started playing up, either switching off at random or freezing when the only option was to remove the battery. I took it back to CPW who sent it to their repair centre. It was returned last week with a report stating that because it had water damage it was not covered by the guarantee, and my only option was to purchase a new one. This was not entirely a surprise to me, not because the phone had ever been near any water and had not been carefully looked after, but because after sending it back to CPW I had looked at some of their reviews and feedback and found that "water ingress" is their favourite way of getting out of honouring guarantees. The staff in the shop could not care less so I shall use another phone with my sim card and not give them any more of my money. I also have a contract for a phone i got for my Mum which is due for renewal, they phoned me today to try to sell me a new contract but obviously I will be looking elsewhere, so that's 3 customers they have lost (husband won't use them again either). Some of the worst customer service I have ever come across. Only gave one star as you have to enter something!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Stay away if you can!!!!

Messed up my order twice by them giving the bank the wrong expiry date even though I gave them the correct one (and have evidence).

Also tried to take out £149 when my order was for £99.

They are a clandestine outfit and they are not empathetic when you have a genuine complaint.

Policies are underhand.

Avoid or you'll regret it
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Deals good - service bad

I bought a Nokia Lumia 520 in November 2013 and I am pleased with the phone and the deal.

However, Carphone Warehouse performance has been poor from beginning to end.

Next day delivery took over a week, telephone calls involve long (expensive) waits, email support is glacially slow and the promised Experience Day was missing.

Eventually I got an experience day voucher from them and when I went to the web site to use the code it was rejected as invalid.

They are worth a star because at least they showed my poor review on their website.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Thiefs

Got a USB stick priced at 9.99 and was charged 14.99.
Was eventually refunded, wouldn't use these thief's again !!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Poor Customer Service, misleading or false advertising

Popped in to the GreenwichPeninsular store to get i phone, i knew what i was getting and the priceas went there tocheck the day before. Problem is what it says on th lable is untrue, priceis £20 higher speaking in % more than 15% actually. i was being served by a guy when another staff - Paul, jumps in with very arrongant tone and I quote: "It cleaerly states from £119.95, not £119.95, so obviously on o2 is £139.95" i ignored the man and agreed with the other staff i will go get more money and retun as i had only hdcash on me and no cards. so i return to be served this time by Paul - pleasant surprise, who does know i had na open order waiting to be paid for, but decides to cancel it and startall over again.The answer i got on my question why not complete what was already done was simple " i have had enough grief for today, MATE, if you dont want to wait there is the door!", after 20 min waiting and the other store about 10 min drive away i decided to get what iwas there for ignore the guyonceagain.Avoid these peope if possible. I am writing this a day after it happened, so i am not currently being deeply affeced butmost definately iy is attitudei will remember for a few days.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

TV Offer Saying Free Samsung Tab and Samsung Phone Got Charged £49

I felt it necessary to share our recent experiences of Carphone Warehouse with everyone as their service has been shocking. First we all probably remember the primetime TV advertising stating that you could get a Galaxy Fame phone and a FREE Galaxy Tab on a £11.99 monthly contract. You can imaging my amazement when the phone arrived with a receipt for £49. I checked my bank and YES in fact they had taken money out of my account without my authorisation! The statement they make that the card details are only used for ID purposes in my experience is FALSE as they took a payment I did not authorise. Two phone calls to their less than helpful customer services and just absent promises of a refund. Next call is to my bank to request a chargeback. MERRY CHRISTMAS indeed!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Excellent service. Highly trained staff. Can't fault them.

My husband bought a phone from them and the service and deal was excellent no one could touch them. So I visited them when I wanted to upgrade saw the same lady Callie at the Sheffield store really nice shop assistant can't do enough for you the deal and service excellent
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

AVOID; POOR COMMUNICATIONS, POOR SALES, POORLY TRAINED STAFF. THEY CANT EVEN TAKE A SIMPLE ORDER. FALSE ADVERTISING...PLEASE READ.

1st of december we placed an order for the £11.99 samsung galaxy fame and free tab 3.gave my pac code and orddered online.
recieved email to say order has been processed and delivery on monday.
monday came and went no order delivered.
contacted carphone warehouse who said dpd will contact us for delivery and recieved a text with order number and that dpd will deivery by 6th december to high levels of orders.
friday 6th of decemeber also came and went so another day wasted waiting around all day between 7.30am and 7.30pm
so again contacted carphone warehouse who said order was cancelled and the cant understand why order number was emailed and text to say delivery for 6th
re-ordered over the phone and was told order has been processed ''for definate'' and defiante delivery on monday.
here we are on monday waiting and no email or contact form carphone ware house or dpd, so had doubts and contacted carphone warehouse.
who now say order has been processed but dont know anything about delivery.
will check warehouse and find out whats going on.
currently waiting for donna from carphone warehouse to contact us and let us know whwre the order is. ( i dont think thats going to happen)
i informed them that i gave them my pac code and i desperately need this due to my son being special needs and many professions who are involved in helping us have this number including family and friends.
1. POOR COMMUNICATIONS. no-one knows about our order, no one calls or emails anything regarding the order. no one knows about deliveries. when there is an issue the only way to contact them is through phone and i have been cut off 6 times today and waited over 45 minutes, 30 minutes, 22 minutes each time. this is everytime i call theres a huge que.
POOR SALES/SERVICE: takes orders and thats the end of it. no one knows whats going on after the sales and neither does anyone care. a huge company like this with so many orders flying out, and they can't take a simple order or expalin why things have gone wrong. sales assistants do not know anything. not trained up for complecated stuff tracking an order. cannot take a simple order.
makes me think what it would be like if there was an issue with the phone and contract! how on earth would they help with something complecated like that?
placed order TWICE and they couldn't deal with it!
FALSE ADVERTISING: i now ask myself if this offer even exists!!?? after placing it twice and no delivery i'm beginning to think that its the usual tricks of the trade where they false advertise and pull customers in and trap them with something else or fool them around untill they give up!
WAITING ON PHONE: each time you call you must expect to wait atleast 20 minutes to get through. thats if your lucky and expect to get cut off.there is no online help. you cannot contact them online (online chat) like you can with many modern componies these days. either its phone call wherre you have to wait or write to them. tried to make a complaint through their webiste and couldn't even access it and had to press refresh everytime to move on the next section.
this company reminds me of 3G network where they just dont give a damn. absolute 4th class service....will never recommend.
if they call back saying the order hasn't gone through i will not be ordering as its obviosu that its false adevertisement. stock shows full online and offer still running online and advertised in tv. no problems with my bank account as ive checked with my bank and all other direct debits and bils going out.
it is now 5.30pm and donna has failed to call me back and tell me anything about my order if i'm getting it or not. i was expecting that level of service and was expecting no call back as they always lie and say that.
please please avoid carphone warehouse they will just mess you about and stress you out. i have a special needs child and do not need this stress they are aware of this and its disgusting that they are doing this.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Repair centre staff arrogant

I took a faulty Blackberry back to the Crewe store and let them send it to their repair centre on the promise they could fix it in 14 days . The assistant actually stated it would "be about a week" . I was given a glossy booklet that promised that they could repair Blackberrys themselves. I now find that they've sent it to Blackberry and it will take up to another 28 days.
When I rang their repair centre I was met by an aggressive response on the phone from both an operative and his supervisor who stated incorrectly that Carphone Warehouse a a third party when you by a phone from them. I think she was actually breaking the law in saying that and told her so - she put the phone down on me. Great training you give your staff carphone !!!!!!
My advice Demand a replacement if it's within the guarantee.
Their repair service is there to take away your statutory rights !
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Very poor customer service with staff who appear to be totally untrained.

Ordered a Samsung Y phone Via Click and collect. When I arrived their system was down for about 10 mins so had to wait. The phone I ordered was on Virgin network but when the box was scanned I was told it was not available on that network despite my paperwork . Eventually another staff member sorted it. The phone came with a £10 top up and I asked the assistant which tariff it would be on and he said that there were "loads" and I would need to check them out. I asked him to open the Sim pack to see if there was any info. When he started to look for a Stanley Knife to open it I left saying I would sort it out myself..At home and after inserting the sim and fully charging I started to receive texts from Virgin and I phoned the number to see if it was working which it was. I then tred to phone Virgin to arrange tariff and was told I had no credit.. I contacted Virgin from my home phone and thet put the £10 on my phone. I have no problem with Virgin or the phone but this is the first and last time using CFW.
.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Very poor customer service retailer

Concerning the quality of this retailer I am able to offer the following comments, 5 days ago I purchased online a new Nokia 105 with £20 credit. When it arrived next day there were no clear instructions or codes to load this credit, after trying for 1 day I contacted their customer services who forwarded me to their tech team who after taking details and doing something at their end assured me the credit was now on.

It was not so I contacted them again , customer services this time told me it takes 24 to 48 hours for the PAYG credit to register on the phone. THIS APPARENTLY IS A TOTAL :LIE, it does not take that amount of time for PAYG top ups to get on phones . They have very well drilled customer service advisors who are expert in kicking the ball into the long grass, reassuringly leaving the customer just where they started with the problem.

So 4 days after receiving my phone the credit I bought is still not on, you the buying public can decide if you want to place your trust and your money with this retailer.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

sell broken phones

bought a phone from carphonewarehouse got it home and the screen was cracked took in right back same day they tried saying i broke it and would not give me a replacement there is only one word for the people that work there and that is CHAV'S ended up threatening to phone the police if i didn't leave the store basically because i was telling people not to but from them now im £100 out of pocket but i thin i cost them over a grand rant over.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Iphone 5S - Not SIM Free

Paid £753 for a 64GB iphone 5S SIM free. Carphone Warehouse sent me a locked phone . I changed networks 2 months after purchase and found out Carphone Warehouse had locked the phone and are unwilling to replace it.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Tablet not working after 6 weeks, a replacement product supplied - not

My son who left university this summer had been wanting a tablet for quite a long time. He is in his first job and bought a Nexus 7 tablet from Carphone Warehouse. The product was good, the price £20 cheaper than John Lewis, however the tablet stopped charging after about 6 weeks and he took it back to the shop, I thought they would replace the item, but no, they only replace within first 28 days, it had to be sent off for repair, which will take about 3 weeks. It really is not good enough, the product wasn't fit for purpose and obviously had a technical problem, it hadn't been dropped or anything like that. I have now educated him regarding buying from John Lewis instead, who would have price matched the product any way, even if they didn't £20 is a small price to pay for their excellent customer service.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

FANTASTIC SERVICE!

Went into Long Eaton store to upgrade my Vodafone deal. Dealt with quickly and speedily in store but then all sorts of issues at the Vodafone end as my SIM would not register. Paul and Anthony in the store were wonderful, even when the Vodafone staff on the other end of the line were being rude and unhelpful. After 3 further visits to the store over 48 hours as Vodafone continued to have issues I was finally swapped over to an equivalent deal with O2 with the minimum of fuss. Can`t speak highly enough of Paul and Anthony through all of this, customer service at its best in the most trying of circumstances faced with a global communications giant who just doesn`t care for individuals.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

They rip off businesses

As a business I would recommend that no one use carphone warehouse for business contracts. They do not provide the same offers for businesses, yet charge more the privaledge.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Detestable behaviour - calls my order "fraudulent" to get rid of my £295 Nexus 5 order, but I'm welcome to reorder at £429

C.W. is descending to fresh lows, if this is possible considering the reviews here. I ordered my Nexus 5 for £295, the next day they increase the price on the website to 429, in the afternoon I receive an email saying "my order could not be processed and was cancelled". That's after I received their order confirmation email for this order and my other order from two days earlier had gone through fine. I call them to see what's up (expecting just the usual incompetence there having caused an error), and am told it's a "fraudulent order". We compare the address which is fine to the letter, so they tell me it's "a problem with the card". I insist on details as to what allegedly was wrong with it, but of course no information given.
I've then called my card company - they could see that my payment to CW was authorised, i.e. all perfectly fine and no "problem with the card" at all. Blatant and shameless lie of CW to get rid of my order at the lower price. And insulting a customer as "fraud" which is evidently wrong as I could confirm with my card company is no problem for these people. Absolutely disgusting.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Will never use them again

In short, the worst customer service I've ever experienced. To avoid the cues in their stores I shopped online, only to sent an email asking me to phone 0845 655 5050 as there was an issue with my order. After 30 mins of waiting I finally got through to an operator he then started to ask for my bank details, which of course I would not give over the phone. Getting rather suspicious I hung up and rang through on there main switchboard number. After getting through to the next adviser he couldn't tell me what the problem was, then after being put on hold for a while he started to make strange comments about the order, as I had bought 2 items they could only process one and I would have to give my bank details again to process the other item. Clearly this is very suspicious and not normal practice, I then asked him to cancel my order, at which point he put the phone down. In my opinion Carphone Warehouse is an untrustworthy cowboy operation which I will never use again.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

UTTER RUBBISH

Having made an order for a replacement phone I was then told it was out of stock even though 2/3 days later it was still showing in stock. This company is without doubt the most useless and unhelpful i have had to deal with. There excuses as to why these thing happen are worthy of some non fiction novel. Even though they say they will notify the customer on a regular basis this is non existent and when you ring to inquire you are given all sort of nonsense comments.. My advice to any future customer is DON'T TOUCH this company if you value your sanity The only way to make a comment is to put at least 1 star , unfortunately you cannot make a minus deduction.

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.

Visit Carphonewarehouse

Category

Carphonewarehouse is ranked 5 out of 8 in the category

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.