Carphonewarehouse

Indescribably awful customer service

I was phoned by CPW as I approached my upgrade date. I agreed to get an iPhone 5, but was told unequivocally that I had 14 days to return it to any CPW shop if I changed my mind.

I received the phone quickly the next day (no problem there), but soon realised it wasn't the phone for me. So I took it back to a CPW shop, where the trouble began.

The assistant refuses point blank to accept it, even when I'd said his own customer services had said I could return it. I went next door to the O2 shop, where they were unbelievably helpful. They phoned CPW customer services for me, then physically walked next door with me to CPW to sort it out.

It was eventually only when the CPW shop assistant had his own customer services on the end of my phone giving him instructions that he would take back the phone and refund me - and then only reluctantly and with very bad temper.

Only later did I discover, however, that he didn't note the return of the phone on his system, meaning that when, in the O2 shop, they tried to sort me out a very favourable deal because of the trouble I'd had next door, they couldn't. It took several days to sort out.

So 150% score to O2 in Headingley, Leeds, for their very great care and attention in sorting it out for me, and in great contrast about 1% to CPW in Headingley for their incompetent, verging on rude and insulting, service. I know where I'll go in future.

pulse90and Vidyadhar Navale found this review useful