Carphonewarehouse reviews

Superb service

a good experience


thankyou will keep using

Excellent!

Good range of stock, good staff :) x

Easy to use, speedy exit.

Good selection of products and good customer service. The staff are well trained and up to date with modern products.

bad service

We're not reviewing about the phone (as that was fine) but as for the aftersales service of carphone warehouse, it wasn't very professional or helpful. We signed a contract when we purchased the phone, so that we would pay insurance every month for the free Tv we received with the phone but the Tv went wrong. It was taken away to be mended or replaced but so far we have not received it back. We feel like car phone warehouse are not being helpful in getting the TV back, especially when we heard that our TV had been sent back to carphone warehouse but carphone warehouse don't seem to know anything about it. THEY ARE KEEN TO HAVE YOUR MONEY BUT NOT VERY KEEN TO HELP.

repairing phones

So i had jut had my blackberry for just over a month when it went into repair after 2 weeks!!! i had my second blackberry which they gave to me and told me was fine but i had not noticed that it was not picking up signal so had to take it back and had a brand new one delivered in two days. i have had to take it into repair so many time i just don't want the phone anymore

Rubbish

Misleading website that meant I wasted a lot of time when renewing my phone

Less than average service.

I run through a lot of hassle until I received the product I ordered. Could and should be much better.

Alister Files found this review useful

Excellent Customer Service

Five stars for the staff in Carphone Warehouse Victoria Street London. Great advice, very helpful and patient.

Great Offers But Poor Service

I have used this company before in the high street but only used their website for the first time early 2012 to buy an unlocked mobile as a gift for a family member. The online price was good, the site easy to use & the payment process was hassle free but everything else was a shambles.

I did not receive a order confirmation E-Mail and after a few days began to get concerned about the delivery. I phoned them and was told the phone may be out of stock (even though it was clearly stated as in stock online) & they would change it to a priority order as well as send me an email within a couple of days to confirm the order status.

I never received this E-Mail either and had to phone again only to be told that it was defiantly out of stock this time and ended up having to get a refund so that I could get it from somewhere else. By the time I got the money back and was able to find it elsewhere, it could not be delivered in time which caused a few unhappy faces and has ruined my confidence in Carphone Warehouse.

Just the right Sale

Has the right sale an service tactics, no one throwing themselves on you unlike Phones4u..

Good store

Good ammount of phones on show and information, staff really helpfull and can be onit too much some times. Its not like we can rob a fone can we there fake 0_o lol also ques your waiting forever

Poor Customer Service when there's a fault

Spent £220 on a PAYG HTC phone several months ago with Carphone Warehouse and the staff were very happy to recommend it as it had all the extra features for a good price.

Went in today as I have been having trouble trying to make phone calls from it over the last while and I've had to reset it many times and it still cuts out during calls and then freezes. The staff didn't want to know, told me they would have to send it away for 3 weeks to HTC leaving me phone-less. Refused to give me refund or exchange when asked.

I'll never be back near them ever again.

terrible,

few years ago my father was with Carphonewarehouse, he had issues so asked me to speak to them since I worked for a Telco at the time I had experienced all networks, o2, voda, orange, t-mobile and even three. Carphonewarehouse were the remaining ones I had no experience of. Needless to say, it was horrendous, the "south London" accent said it all when the call started, rude, obnoxious, arrogant and did I mention rude? The call ended with him hanging up on me, stating company policy I cannot help you. I was in disbelief, as it never happened to me before other than with the DVLA.
This was a few years ago, actually in 2007. So today, I was thinking of buying another phone, as there is a store within walking distance decided to read some reviews and guess what nothing has changed since then. Customer's are still experiencing the same, despicable behaviour.
It pays to have a good customer service, as customers will remain loyal; every CPW shop I walk past is always empty with staff on their phones.
Best to avoid and go direct to the carrier, as it is in their interest to provide good customer services, in order to keep customers happy.

Not to be trusted

Got a phone on contract from them. It developed a fault very shortly after purchase. Took it in and they said they would have to send it off to be fixed, I expressed my disatisfaction at this due to it being in perfect condition but faulty I felt I should have had a brand new replacement due to how new the handset was, they said it has to have been attempted to be fixed 3 times before they replace them.

Found this disgusting, had to argue with them to get a standby handset while I waited for it to be fixed and they really did insult me by giving me something that was prehistoric!

When it came back they claimed it was perfectly fine and working but conveniently the battery was flat. Upon returning home and charging the phone I found it to be still suffering the exact same fault, they had done nothing!!!

Took it back again, same thing all over again. This time when I finally got a text saying it was fixed and ready (over 2 weeks later) I returned to collect it. This time I made sure I had a charger and tested it in the shop before leaving and found it still had the fault!!! I demanded that instead of being given this faulty handset that I receive a new one!

They gave me some ridiculous story of how they cannot do that, they have to send it off with a "recommendation" that it gets a replacement and it wasnt up to them it was up to the technicians repairing them. I then got told that they had agreed and my brand new replacement was waiting for me.

This time I got their to find the supposedly brand new handset, had a broken charging port on it when I opened the box right there in store. I complained at the manager who couldnt explain why it would have been like that but also couldnt explain why it wasnt wrapped or had the protection screens on like new ones would have.

Yet again a new one was demanded and again one provided but I still dont believe it really was a new one. Have since been informed by a former staff member that many of the phones they give as brand new replacements are in fact reconditioned as they dont feel they should have to replace faulty/damaged with new ones even if they are at fault!

Needless to say, I have not renewed or used carphone warehouse since. Their repair centres are useless and their insurance is worthless

sold me a 3g contract that had a pay full if canceled

not the company they sold me is still trying to charge me for a service they never gave me, they are still makeing a fuss trying to get the money for nothing they think i owe them!
this company is a joke, please look to see if it will work in your area before parting with money in there shop as they do nave a booster in there so they all work in the store!

not bad

i order something along time ago on website and didnt hear anything about it

Ok but not consistent.

Good on the whole but some stores appreciate customers better than others

Wouldn't use anybody else

Have always used them. Spoke to Orange and they told me that they couldn't touch the deal I was on, and I'm with Orange. Told me all I needed to know.

martin

i use that if i need a new phone

Poor customer service backed up by rude call centre staff

My blackeberry phone which is less than 12 months old and in pristine condition had a black screen, as it was under warranty the local store sent it out for repair, less than a week later a message was sent to me saying it was returned unrepaired as the screen was cracked and damaged by me, the phone was taken into the store in pristine condition and was not cracked at all so clearly this damage has happened in transit between CPW and the repair centre, the call centre I spoke to had very rude staff who are not capable of speaking to you as a customer, very hostile, very rude, very arrogant, and very unhelpful and uncaring, just for anyone else information the "repair centres" they claim to send the items to are no actually third part companies or in fact the original manufacturer, these repair centres are in actual fact just the carphone warehouse, they basically look at the item and decide if the item warrant going back to the manyfacturer to be covered by its warranty. My phone has been cared for and looked after by me, not dropped or manhandled and the original reason for the screen going black was not down to damage and was a fault, regardless of this the car phone warehouse being the Judge, juror and executioner of wether your phone is covered or not get the final say in wether your phone even gets as far as the manufacturer for repair or replacment as is legally covered under the sale of goods act. Sadly I now have to take this matter further by going to trading standards, Its the first time I have used car phone warehouse and it will also be the last, I wont reccomend them, they dont care about you as a person, they only care when they get your money, poor back up care backed up rude and hostile staff.

good shoping

The best shopping-I'll recommend Your store to my friends

Excellent service

Always know their facts and advice has always been friendly and unbiased.

liars

i find the fact i purchased my mobile and they didnt give me my cashback i should have earnt they are obviously very decietful they promise something and give you nothing and before they try to say i didnt buy the phone i have the reciept for £79.95 and the phone i will not be using this company again and will be advising friends and family against it

Customer Care

Flippen awful, several people i know have had a problem with them. Quick to take your money but when a problem arises want to send your phone away to be repaired leaving you without a phone for several days.

When I cancelled my contract they were not too happy!

The phone that I had chosen did not perform as well as the advertising suggested.
I therefore tried to cancel the contract in the store just 2 days after opening it!
They made it very awkward to cancel it without penalties!
I won in the end but they made it difficult.

get good phons

The phones are good

Avoid at all costs!!! Awful company

I have had nothing but a nightmare when dealing with this store. Without fully going into what could become a three part novel: I had a faulty htc which was still under warrenty. Unwilling to exchange they insisted it needed to be sent for repair, which came back three times still faulty. Many (and i mean MANY) trips back to the store to inquire about progress (as i was never contacted once), and over four months later, the phone came back again, and surprise surprise, still faulty and this time covered in scratches! Needless to say i was fuming by this point, especially as in the meantime i had been lumbered with sub-standard standby phones, which helpfully cut off my network after three days because they were too old for my simcard!
The manager finally arranged a proper exchange and assured me that as i was unable to use the standby phones for any length of time and i had no internet access, that i would be refunded a portion of my monthly bills (£60 was promised). That manager left the company the following week, and, what a surprise, The Carphone Warehouse denies all knowledge of said refund!!! No money was ever received.

Fast forward a year and i lose my phone in a pub, thankfully i have their Geek Squad insurance, who give me a replacement refurbished phone, which naturally was faulty. Exchange please? Oh no, none in stock i'm afraid. Like for like? Oh no, we cant offer you that on our max insurance package...Erm, so what can i do? Oh, send it off for repair....Here we go again....

Despite the revolving door nature of the staff at the Carphone Warehouse they consistently manage to employ people who don't seem to know, care or are willing to help you in any conceivable way. The amount of vacant looks i've got when dealing with issues are beyond counting. Avoid this store, go direct to the network, believe me, the £2 you save a month is just not worth it!

customer service

Just bought a 'phone from CPW Bath (Wellsway). Have to say it was probably the best buying experience of any goods or services I've experienced (and I'm 59!) All staff were helpful, friendly and knowledgeable. Gt advice and a great package deal ..just what I wanted. Well done!!

Terrible company

I had a mobile phone contract with Carphonewarehouse for nearly 5 years and when I tried to renew my contract with them they told me that I failed their security check! I was then told to go in to a store to get my new contract and phone. I went in to the store and went through their security check to be told that I failed it again. So I went straight to the 3 mobile store and signed up for a contract directly with them.
When I received my last bill it had a credit balance on it but I never received the money back in my bank account. It didn't say anywhere on the bill how I could get the money back. I emailed them and they said they can arrange for the money to be paid back onto my debit card if I called their customer service. So I called their customer service and the agent told me he could send me a cheque but couldn't refund it onto my debit card.
I then spoke to their complaints department and had a painful conversation with them where they were reluctant to even apologise!

Awful customer service

I havent got time to list the long chain of events that have lead to this review. Long story short it has taken over three weeks to get a simple upgrade...phone finally arrived today after countless phonecalls and errors and its the wrong phone! Every person I have spoken to has shown no interest in getting my problem resloved and there is nowhere to complain, I was even told by customer servoces that there is "no point" in complaining...Really shocking service, I will be leaving ASAP.

No regard for the sale of goods act

Bought a phone from CPW, did not work and endured many hours with various members of staff all telling why they could not refund or fix the phone! Members of staff lied to me and did not seem in the slightest bit interested in trying to help. I was finally given a number to ring which was their customer services number and I asked them to call for me and was told that they were not allowed to call from the store. Called the number when I got home and they sorted it out. went back to the store and new sim card was given to me! Why they could not have done that the first time I went in I have no idea. I was in the store for a total of two hours over two days trying to get them to sort it out.

CEO Team

All you people with problems(and there is a few) e mail the CEOteam direct. The geek squad will just waste your time. The CEO team are no better but if everybody e mails them with problems then perhaps something will be done about this appaling company. I have had nothing but hassle from this company over a faulty blackberry phone. We received a reconditioned phone as a replacement which also never worked and had other peoples details on it. They will not replace with new phones even if only 3 mths old. The CEO team are rude, unwiiling to help and seem to find it funny to mess customers around. They will not ring you only e mail you. A utter disgrace of a company. I have since visited three stores, which will be named on every review site i can possibly find, and been given false info about replacement phones.I am currently consulting Trading standards about them. E mail address is directoremails@cpwplc.com. Mark for attention of Frazer or Jon. Both a waste of space but worth a try! i will in time release all names and post ALL emails received from this company. They are not bothered but at least everyone will know not to shop there.

SUPER HELPFUL

have been using for ages always helpful even if it was nothing to do with them highly recomended

Poor custmer srvice

Poor customer service bought a Xoom from them told by thier customer care to just take charger back to shop, which i did they than ensisted i took the xoom back with charger company policy they cant replace just the faulty charger.
I explained nothing wrong with the xoom what is the driffrance by sending a brand new xoom with a faulty charger rather than a used xoom with a faulty charger, does not make sense to me.

Was going to buy a smartphone from them but will now go elsewhere i think in this day and age to traet customers this way they to could be on a slidding slope they sister company Best Buys has now gone.

Gadget Helpline Scam

Carphone Warheouse under the Auspices of mobile.co.uk automatically set up a subscription to a Gadget helpline which is deducted from your bank account every six months to the tune of £18.32 just enough not to notice but a nice little earner...

Rio333

I took my torch 9800 to cpw to be repaired under my warranty. After a week decided to check on the progress of my phone in store to find out they hadnt even sent it off. The staff were too busy watching the Man city V Man united game to be interested in a customer. Cpw is probably the worse place to buy or have your phone fixed. The staff are lazy, discurteous & a waste of time. If you are going to part with your hard earned money pls pls pls go to a reputable dealer rather than these shower of shit.

Unbelievable. Unbloodybelievable. AVOID THEM IF YOU CAN.

After six months of saving, I treated myself to an iPad 2, on the deal from carphone that offers the item for £199 with 25gb of 3g for a decent monthly rate(the deal is actually with Thre3 or Thr3e or what ever they're called.

Anyway, I was promised 24 hour delivery after a credit check for the direct debit, and so I placed my order. 24 hours later, I had heard nothing, but I could call on a saturday so did and it turned out they had confused my delivery and billing address and so the credit check hadn't gone through. I had not been informed of this via call or email, which the site said I would be.
I corrected the address and asked the company to check, they did, then they said they had to 'ping' my credit card, which they did,and my credit card company reacted by blocking the card. This was the norm, though, so I told the person on the phone to take the credit payment in TWENTY minutes, as I'd have called and spoken to my credit card company.
The payment wasn't taken, so I made my THIRD call to the company to ask them to TAKE MY MONEY. The payment was FINALLY taken and my order was despatched.

Now, I hail from Liverpool which is my billing address, but live in, and gave my delivery address as, Leicester.

carphone somehow confused this and sent my ipad to Liverpool, which i didn't know until I got a call saying they had missed me for delivery.
The delivery person offered to take the ipad back to the depot and explain the problem while I called carphone to correct the address.

I was told the problem was corrected and a few days later got a dispatch email. I checked the tracking info and my order was in a depot in manchester, which is obviously going to Liverpool.
My FIFTH call now and I was told 'no, it is coming to leicester'
A second time, it was delivered to Liverpool.
A called a SIXTH time to correct this, gave the right address AGAIN and my order was despatched a third time.


TO LIVERPOOL.

This time my mother was in, and though confused, signed for the package, meaning as far as carphone was concerned, my order was completed.

It took another THREE calls to get to someone in complaints who basically told me IT WAS MY MUMS FAULT for signing for it.

In the end, I had to ask my mother to send the ipad recorded delivery to my work address, just so I could be sure the thing would make it into my hands, something I absolutely should not ever have had to do.

All told it took THREE WEEKS of me basically BEGGING THEM to complete my order,I spoke to at least twelve individuals, all of them recorded each issue as it happened, and NOTHING was done to correct it, at all.

I have never known more institutionalised incompetence in my life. I have worked in customer complaints and missing the address the first time would have been reason enough to be suspended or even sacked.
For a dozen people to get one order so wrong is disgusting.

Order still not delivered after 10 days

I ordered a Iphone 4 online on Vodafone from carphone warehouse and it was showing as in stock. But still 10 days after they are saying that they are out of stock

FAIL

Failed to accept manufactures repairs and now stuck with a phone they won't exchange !

Very good service

I have thus far had very good service from CPW and no, I am not employed by them.

First got a bb from them and at the end of contract upgraded to Nokia Lumia 800 and I've had very good service both via phone and in store. Prompt service, phone issues sorted out. My only complaint was that when I sent phone directly to Nokia for replacement they could not offer a standby phone as I didn't send via them which is understandable. Also they sometimes don't pick their phones. But otherwise the staff were very polite, my new phone came within a day of ordering and they've always been happy to help me when I go in or ring up. Geek squad in store and on phone are also top notch guys. Obviously some stores are better than others. Mine is the Milton Keynes store. I would happily recommend them and use them again if the need arises.