Worst customer services ever. Call centre in Africa and tell u nothing but lies. No customer complaints contact. Faulty phone under warranty and all they want to do is sell me a new replacement one.
Review by Shayamali1 month ago
I ordered an iPhone 11 from Carphone Warehouse and it’s saying the earliest it can be delivered is October 15th does anyone know why?
Review by Mosadegh1 month ago
I bought a Samsung Galaxy A70 mobile phone THREE WEEKS AGO online with Carphone Warehouse and have still not received a Vodaphone connection. I have called CPW multiple times. They allege there is a backlog.
Been told now it could take anything up to a further two weeks!! Absolutely appalling!
Review by Guarenas1 month ago
I bought a phone, the contract never went through, they had me visit the shop 3 times, on the 4th time they suggested I'd I buy a new one, they will take that phone with a faulty contract off of me on the spot.
After the second phone's sale went through I was told the return is not possible unless if I visit again. I had a panic attack after waiting for 3 hours of them telling me they will still resolve the issue if I stay in the shop.
The store manager was abusive once the sale went through.
Review by Flaity1 month ago
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”.
Review by Pipes1 month ago
It is a good retailer until you have a problem with your phone. I have a camera focus problem with my Pixel 3 and this makes the phone's camera literally useless. I talked to them as the first thing to do. First of all, the staff in the branch said 'He is not an engineer and cannot say anything about the fault'. Their attitude was rude and uncooperative. Their suggestion is to repair an 2.5 months old phone with a process which may take up to 28 days. This is unbelievable! A phone retailer offers you to live without your phone for 28 days! I have to deal this issue with Google itself and what I learnt from this experience is not to buy from Carphone Warehouse again!
Review by Jenea1 month ago
Myself and my partner have recently purchased and moved into a fantastic new build flat in Bracknell. In setting up our new home, WiFi was one of the top priorities on our to do list, as I am sure is the same with most people now a days. We began our WiFi search with a trip to our local Carphone Warehouse store in Bracknell where we spoke to the Branch Manager - Nathaniel. He conducted a search on our property to show what providers were available for us, we were presented with TalkTalk, Sky, Shell and SSE. After comparing average guaranteed speeds and monthly costs etc. we decided to go with SSE. This was originally set up in my partner's name. After placing the order we got a letter on Monday 16th September from SSE saying that the credit check has been denied. Being concerned, I contacted SSE to understand why this was the case, after some investigation it was because the Bracknell Branch Manager had incorrectly inputted the address on the system (road name was included on first line of address). This has therefore left a denied credit mark on my partner's credit history of which we have worked very hard to keep as clean as possible. In a rush to try and get WiFi set up (as my partner works from home), I headed to the Bracknell Carphone Warehouse store again to re-set up in my name. Later that day, I contacted the Carphone Warehouse customers services to understand why this process has taken over a week to only be denied. The first 2 advisors I spoke to hung up on me and the third put me through to a completely different department after I was put on hold for 30 mins. By this time is was 19:55 and was told that someone may not necessarily come back to me today. I requested for a call back the following day. To note here, I spent over an hour and a half on the phone to Carphone Warehouse on Monday 16th. I got a call the next day and was offered £50 credit on my account to tie myself and my partner over until the new SSE WiFi order (in my name) is set up. She told me that the best option would be to purchase data sim from a Carphone Warehouse store and put this into my iPad so we can have more data.
In regards to my new WiFi order, I stayed in contact with SSE to ensure this would pass the credit in case of any further address errors and they confirmed a few days later that the order was being processed, credit check has passed and I should expect the WiFi to be set up in 10 working days. Please note: the SSE customer services manager was excellent and very helpful. However, this was not as simple as it should have been. I received a call the following day from SSE saying that they cannot provide WiFi to our address. I was confused at Carphone Warehouse's system, why it would give me SSE as a provider option if they cannot actually provide WiFi to my property?
This leads me on my next adventure, to try to get some data for my iPad to use in our property, I headed to the Bracknell store to purchase the data sim (as instructed by customer services using the £50 in my customer account). Unfortunately I was told that as this is a new store and do not stock these sim cards. The store suggested I walk down to the store based in Currys (also in Bracknell) to see if they had any in stock. I headed down but unfortunately was again told that they didn't have any available 'because they were a small store'. They suggested I head to Reading as the store there is bigger. So today, Sunday 22nd September, I went to the Reading store (approx. 20 mile round trip) to only be told that these data sim cards don't actually exist anymore and are not stocked at any store. They suggested I raise my concerns with the store back in Bracknell and the customer services team. After being sent on a wild goose chase, I went back to Bracknell and purchased a Vodafone MiFi product for £70 on a rolling contract as this was the closest product I could get to a data sim as we urgently needed data for my partner's work (in order to pay the mortgage on our new flat). After going through yet another credit check, I purchased this and off I went to set it up. Once I got home, as suggested by the store manager in Reading, I decided to log another complaint with Carphone Warehouse about the system error (showing me providers that don't actually supply to our property) and that I have been misinformed by customer services and the stores to send me running around after a product that doesn't exist. This has cost me time, multiple parking costs and fuel. I have to say, I am very disappointed with my experience today with the customer services department. I first tried to contact the team, I was told to 'press 1' for general enquiries etc. once I clicked this the automated voice said 'our website provides a lot of answers to any questions - goodbye'. A little confused, I called back to ensure I clicked the correct number and the same happened again. I then called back again and had to go through the purchasing department who surprisingly didn't send me to the website and they kindly transferred me to the customer services team. Once I got through, I spoke to a woman called Marche who I explained my previous complaint to and the more recent issues. She told me that as £50 had previously been given they couldn't give me the difference to the £70 I actually paid - which after a bit of backwards and forwards, I understood and accepted this. She also explained that the providers are responsible to provide the information about what addresses they can supply WiFi to - again, after a bit of backwards and forwards I also accepted this. This then let me onto the issue about my time spent running around to different stores but she told me that this is a broadband related issue and that she can't do anything. Of which I don't agree with as my issues simply relate to the stores and the information about a data sim given by customer services. She also said that because £50 has already been awarded that they cannot do anything else. I tried to explain that I am raising a new complaint however she was clearly reading from a script and I did not feel that she was listening to me at all. After multiple requests, I was put through to a manager and once again, explained the issue. He said that Carphone Warehouse do not compensate for time and I should have called up all the stores before to ask what they had in stock before visiting. I understand that there are many means to find out stock but when a customer services advisor tells me to visit a store - that is what I am going to do and I don't think I should be accountable for that. I do however hold Carphone Warehouse accountable for their customer services telling me to visit a store and then brushed off by multiple members of staff at the stores themselves. All of which, in my opinion, is due to a lack of knowledge and training. The manager on the other end of the phone, Shameem, said that 'Carphone Warehouse will not provide you with any compensation' and 'that you need to raise the complaint externally but I can't tell you how to do that'. I then questioned if compensation cannot be awarded, how could I haven been given £50 for my previous complaint, the response to this was 'because the previous advisor wanted to resolve your complaint' which I then asked 'are you telling me that yourself and Marche don't want to resolve my complaint?' which he surprisingly quickly changed his answer and backtracked. I was left in a situation where I have been refused to speak to Shameem's manager, cannot be told how to complain 'externally' and denied of any compensation of my time or money spent.
I am very disappointed by the customer service and information that has been supplied by Carphone Warehouse and I do hope that this can be correctly rectified.
Review by DuarteJesus1 month ago
Always helpful with advice and problems
Review by Rachela Scrivat1 month ago
I ordered the new iPhone 11 Pro max from them - was assured it was in stock and I could collect on release day of Friday 20th Sep from my local store - money was immediately taken but no email confirming collection was provided. I rung them on Friday and was assured I could collect from my local store on Saturday - again nothing!! I rung again on Saturday and was informed its out of stock - it took 5 calls to get order cancelled and now a week later I'm still awaiting a refund. Shocking service and wont be using them again. How can they take my money for an item they don't actually have - its almost fraud!
Review by Waggers2 months ago
Absolutely awful service I have ever used! Had an upgrade on my phone at carphone warehouse in Newquay, I paid for my phone case however it was not in stock so they said it’s fine we can send it to you direct I asked a few times saying is this is coming to my house 2 people who worked there said yes so I paid for the case. A week later the case still haven't arrived. I rang up and asked where my case was they said they didn’t send it and it’ll take another 5 working days! Absolute con took my money and nothing has arrived! I also rang the carphone warehouse about this case not arriving they said there is nothing they can do!!
I also rang the shop to ask if they had cancelled my contract as I changed my provider because they said it would cancel on the day.. his response was I don’t know I have dealt with that many phones you’ll have to ring your provider I was still paying for my old phone!
Review by BilliardsFun2 months ago
Worst company to buy from.. They sold me a Huawei mate 20 x a month ago, with free gift smart watch Huawei gt, I've call them after a week of purchase, they told me in 29 day I will receive information when I'm gone receive the gift... Waiting for 29 day, call them today, they told me call Huawei, I've call Huawei, they never have that offer.. Call them back carphone, sorry for misunderstanding... But the offer was under limited stock only.. So.. No gift, got a proof of they're offer in screenshot... And recorded conversation... But.. Don't ever buy something from carphone! I've already post on some YouTube channels owned by some friends with 3 millions viewers.. And will try to tell my story on Facebook... I'm not worried about a watch.. Its about the gesture!!!
Review by ROttens2 months ago
Absolutely terrible service and would never use them again.
Brought a 12GB sim only deal for Virgin mobile only to be set up as a 4GB sim instead. Apparently they can’t do anything about it as they can’t talk to virgin mobile?!
You have not fulfilled the contract you have sold and now I am left in the middle where no one wants to help. You also have no managers I can speak to to escalate further. A complete ‘computer says no’ approach to customer service.
AVOID AT ALL COSTS
Review by Astronac Khast2 months ago
Very good service
Review by JustMeri Hyltvik2 months ago
Steal money and dont deal with you complaint
Review by Aoiki Moturu2 months ago
Absolutely awful customer service! Have spoken to 5 different people via phone, online chat and email. No one seems to care and my questions are never answered!
I purchased the iPhone 11 with the trade in offer online where you receive the extra £50 for buying the iPhone 11. Put all my phone details in and my account to send the money too however it didn’t register my trade in. So now I can’t receive the extra £50!
I am left out of pocket and fill conned into my new phone contract!!
Review by Shehrazade2 months ago
I have been ringing every shop in the area (5) non stop all day yesterday and again this morning. Not once have I got through to any one. Rang until it rang out every time. I havery even in Thierry shops many tespecially and know they are never that busy. Fed up. Customer lost!
Review by Streamtitan2 months ago
Took my four month old Iphone in for a screen repair on 18 August. Repair form says ready to collect 29 August. Tried trackmyrepair to see if ready on 30 August. No record of my repair number. Called 0800 number told they couldn’t find any record of my phone and would call back within 3 days. No call back.
Back from holiday on 10 September so called repair service again still no record of phone advised to call into store to resolve. Store advised that they had sent the phone so needed to sort out with the repair place. Showed me the form confirming my phone had been collected. Advised that they would resolve by 15 September with promise of a new phone. Advised by them that the ready to collect date is not a guarantee and that 28 days is the point at which they decide they have a problem. Cannot show me the 28 days on any document that they have provided nor can they find it amongst their blurb. They did advise I could contact Trading Standards to arbitrate. All I want is my phone to be repaired two weeks ago as contracted for.
Store called me on 14 September to advise they had found the phone unrepaired in store not sure if it had been sent to repair place and returned broken or not sent at all. Offered my broken phone back or wait another 8 or 9 days for the process to go round again.
CPW knew they had a problem at the end of August because they told me they had but did nothing then it took another four days after my hour and a half visit to establish that the phone was still in store.
No resolution yet as waiting for store manager who is on paternity leave to make any decisions. No one has delegated authority to resolve out day to day issues. They believe that resolution is about finding my phone not repairing it!
What a bunch.. please stay clear. I am not solely blaming the York Branch as I think the problems are endemic within CPW.
Three hours of my life wasted so far and some of it work time when I could have been earning a crust on an hourly rate.
Review by Oluwadahunsi2 months ago
I got a contract on Friday through Carphone Warehouse for a Vodafone contract, I was told the network would be connected within 2 hours, it is now Tuesday and I am still not connected. I have been into store and told it was because of weekend and to wait, contacted store by phone and got nowhere with incompetent manager. I have contacted Vodafone who say they have no record of Carphone Warehouse requesting this connection. What are we supposed to do just sit and wait until they decide to do something. I also took out insurance and I have been trying to cancel this as I am not paying insurance on a phone I cannot use, but I was never given any policy documents and so I do not have a policy number to cancel.
Review by Dennison2 months ago
Great when you can't even get through to the stores to check the stock and see if they have the phone you want to buy!
Review by Basivi Afriyie2 months ago
ALL THE BAD REVIEWS THAT I AM NOW JUST SEEING ARE TRUE
I went into the Lewisham store to ask about upgrading to Galaxy S10 and was told the Galaxy A70 was almost as good. I agreed to taking the phone. I was not shown, given or sent a contract via email
I then did some research and found out that the Galaxy S10 is quite a bit better. I went back to the store two days later to exchange for the S10 and was told there is no 14 day return policy for 02 contracts. I was not told this at the time and was only asked if I was sure I wanted the phone after changing my mind about taking the white handset instead of the black. The person who upgraded now denies that I asked about the S10 and saying that he told me I could not bring it back
CAR PHONE CUSTOMER SERVICE IS A NIGHTMARE. They gave me the run around for 10 days and continually referred me back to the store, which had acted so horrendously
Do yourself a favour and avoid at all costs
Review by Dijohn Boutroux2 months ago
One star is too generous. Bought a new phone on a pay monthly contract from Car phone warehouse 10 days ago and STILL not connected to Vodafone network- how much longer will I have to wait?? Absolutely appalling service and no one seems to be able to help. I will look into returning phone as the contract I signed up for is not fit for purpose ie I can only use the phone on WiFi!
Review by Curiel2 months ago
I went to currys chelmer village at chelmsford and was served by Scott. A helpful, knowledgeable, pleasant young man. Thank you
Review by Petke2 months ago
Traded my Samsung Galaxy S8 in perfect condition for a Note 10+. I've sent my S8 on 22nd Aug 2019 and today (02/09/2019) I have received an email saying that their engineers have indicated my device is non-working due to "Screen Burn" so they would just be paying me £30 instead of £140.
I was still using my S8 on the 22nd Aug before posting it to them and I've got no issues with it at all. I even bubble wrapped it to prevent any damages. I took pictures of the phone before sending it to them.
This is the worst experience I've had with any company, and this is my first time using their service! Very untrustworthy! I shouldn't have used their service and should have opted for the marketplace instead to sell my device!
I filed a complaint today and I'm wondering if it's going to be resolved.
Review by MABoston2 months ago
I purchased a new phone and it broke after a month, they could not repair it in store so sent it off for repair stating it will take up to 3 weeks. I received text message to say it was back in store and repaired.Went to the store and told that text was an error. I went back in store on the date they told me and it said at head office it was back in store.They could not find my phone and then tried to say I could not have a refund until they found it.I lodged a complaint and they agreed but the cheque would take up to 28 days.
Totally incompetent service.
Review by Biothecare2 months ago
My son has a phone that comes with a two year warranty. He has always kept it in a case. 5 months before the end of the contract, the phone has started to go blank so we took it to Carphone Warehouse in Congleton. The chap doubted the two year warranty. He rang and they confirmed it was 2 years. He then wrote a report about the condition of 18 month old phone and commented on a tiny crack to the back plastic case. The phone was sent off and returned 10 days later unrepaired. We are now paying £30 a month for a phone contract with no phone and a pointless warranty. We won't be bothering with Carphone Warehouse again, terrible customer service.