Carphone Warehouse27 reviews
This score is based on 27 genuine reviews submitted via BritainReviews since 2023.
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she kept saying someone else could explain why, but that she couldn’t tell me the reason. Felt like being passed a hot potato. The payment went through straight away, so it was annoying to be told I’d have to wait for the parcel to come back before a refund could be processed, and then a further 3–5 days for the money to show up. If you buy something because you need it tomorrow, that limbo is the worst part — imagining the phone, planning to use it, and then nothing. The chat team had promised escalation but didn’t actually do it, which is frustrating; all they could give me was a complaint reference number and a vague promise it’d be handled “internally”. That line sounded rehearsed. On the plus side, I do feel slightly reassured that there’s a record, and I do want the refund, so I’m waiting with mild hope rather than full-blown fury. If I were to give advice: double-check delivery promises, maybe use a card with fast chargeback options, and be prepared to call more than once. Overall I’m sceptical but not completely written off — reasonable people could sort this quickly, it just wasn’t handled smoothly for me, and that’s what annoyed me most.
Faulty phone, poor service
I was relying on this phone for the usual daily stuff — emails, maps, the odd call — so when it died in July it really messed up my routine. I had the contract from February and, after the handset wouldn't charge at all, I took it to the store. They said they'd send it off for repair and I got a text saying it was ready. Went back to collect and the staff member said they were short-staffed, asked me to come back the next day. The next day he plugged it in, said it charged fine and handed it back, but I'd still had to pay the full monthly fee while not having a working phone, which felt wrong. A few weeks later the same problem came back, booked another repair and they were supposed to collect the phone from me. They didn't turn up. No call, no sign of a collection. I emailed and barely got anywhere, so I formally complained. Then I was told there was a new screen fitted and my warranty was void. The engineer's report, though, said they hadn't touched the phone. So I handed in a dead phone and got back one that worked — with a different screen — and I'm left wondering whether they fitted a new part without telling me, or sold me a returned handset. All this while I'm handing over about £50 a month for something I can't use properly. I've escalated it and asked for a replacement device and to return this one. I'm trying to be reasonable — I just want a phone that works for commuting and work stuff — but the mixed messages from the team, the missed collections and the lack of clear ownership of the problem have been frustrating. If you value decent communication and reliable collection/delivery, be careful here; that's where they failed me most.
Stairs, cake and the wrong colour phone
cake half eaten, her sitting on the stairs clutching the box, and me trying to sort it out. The phone itself felt nice when I finally had a look — smooth glass, proper weight, lovely in the hand — so I can see why she was gutted it wasn’t the right colour. It’s the sort of thing she uses for school notes, music on the commute and a million photos, so the look mattered to her more than I’d expected.
We rang the retailer and were told to send it back; they arranged a swap and sent a driver to pick up the black one. Two hours later another driver arrived with a white phone but then wouldn’t give it to us because, apparently, there was no black phone to collect. We showed the receipt from the first driver, explained about the stairs, about the birthday — it didn’t change much at that point. That was annoying, honestly — the whole day got stretched out over calls and chats.
After a day or two of chasing (and being shuffled between phone and live chat), we asked to cancel the order because they couldn’t commit to a reasonable delivery day. Cancelling the insurance turned out to be a bit of a faff too. And then, for a spell, bills started arriving from the insurer which felt like a final kick when we were already fed up. Lots of back-and-forth emails and a few pointed calls later, it was sorted — they confirmed the cancellation and the billing was stopped.
So, sceptical at first — mainly about the company’s organisation — but relieved in the end. The phone itself is great in daily use: good camera, solid feel in my daughter’s hand, battery gets her through the day. I wouldn’t rave about the delivery or the admin, but the actual product does the job and we’re using it every day now.Bit of a faff, but actually a decent handset
it feels nice in the hand, solid weight, screen is sharp and colours look proper vivid, camera is decent for daylight snaps and battery gets me through most of the day if I don’t go OTT. It sits nicely in my pocket, the buttons are tactile, and the interface is snappy enough for what I do — streaming, socials, a bit of email. Feels premium for the money, really.
That said, the whole admin side was a bit messy. I changed my mind very quickly and tried to cancel within the cooling-off period. Told both the store and called customer services, but they didn’t seem to talk to each other — classic. The upshot was an annoying period of chasing, a higher monthly cost than I expected and some back-and-forth that I didn’t need. People in-store were generally friendly and the person who showed me the phone knew their stuff, but when it came to sorting billing and cancellation it felt like being passed between two teams who didn’t want to take ownership.
So yeah, not perfect — the process can be frustrating and I wouldn’t say their systems are seamless. But the device itself? I’m pretty pleased. It does what I need it to, day-to-day use is smooth, and for my habits it’s been a good companion. My advice: if you like the actual phone, grab it, but be prepared to follow up on the admin stuff, keep notes of who you spoke to and don’t assume things are sorted automatically. Overall pleasantly surprised by the handset, weary of the paperwork.Splitting hairs between shop and call centre
the in-store staff were polite, and at moments I did feel listened to, but that listening didn’t turn into action. If there’s one thing I’d say to anyone thinking of dealing with them, it’s get everything in writing, insist on a cancellation reference and take notes of names and times. It might save you from the circular conversations I had.
I’d also suggest the company actually link their teams so customers aren’t ping-ponged between departments. For now, I’d be cautious recommending them — the system works for some, maybe, but if you need something changed quickly, expect friction. A decent experience marred by poor internal communication: not terrible, but not good either.Late and messy, but it worked out
infuriating, disorganised and time-consuming, but it didn’t end in total disaster. I’m glad we finally got a working phone, even if it took far too long.
Promised trade-in credit that never arrived
I didn’t expect to start the week feeling like I’d been fobbed off. I needed the Pixel because my old phone was on its last legs and I was trying to use the trade-in credit to clear a second contract. Simple plan. It went smoothly at first. The phone turned up on time and looked fine. Delivery itself wasn’t a problem. That part went exactly as it should have.
But then the trouble began with the trade-in and the customer service around it. The website and a couple of staff told me the deal included a £175 trade-in, working or not. I took screenshots of the terms, I rang to check, I made notes of the times and dates. I even said, “this is so I can pay off my other phone contract,” because that’s the real reason I needed it – two contracts would have ruined my budget. I did everything by the book.
When I sent the old handset back the online system only offered “recycle” as an option. I wasn’t overly fussed about getting cash for the old handset itself. My focus was the promotional value, the £175 that was supposed to be applied. The system didn’t stop me, there was no warning, everything seemed to pass through. Then I waited.
Weeks went by. Calls were made. I was passed from one person to another. Each call took time out of my day. Today I finally got told the promotion wouldn’t be paid because the phone was “worth £0” and therefore ineligible, even though the earlier T&Cs and the people I spoke to had said otherwise. I felt cheated. It’s disheartening to be bounced around after you’ve followed the rules and kept records.
I’ve filed a complaint with the trade-up team and emailed the complaints address they provided. They’ve acknowledged the screenshots but say the promotional value won’t be honoured; they’ve also apparently altered the terms since. That change of terms after the fact is the bit that really rubs me up the wrong way. If a business runs a deal, it should stand by it, or at least explain clearly and consistently.
So delivery gets credit — the phone arrived as expected — but the customer service handling and the trade-in scheme left a lot to be desired. I’m trying to be reasonable, but I’m prepared to take it further if necessary. It’s more than money; it’s about being treated properly when you make a purchase and follow the advertised process. I’m annoyed and a bit tired of fighting over something that should have been straightforward.That awkward feeling after a too-good-to-be-true deal
I’ve escalated it and I’m prepared to go to small claims if I have to. If you’re thinking about this kind of deal, double-check everything, get names and screenshots, and don’t assume “it’s fine” just because someone on the phone says so.
Easy purchase of a new phone on contract
I popped into Carphone Warehouse to grab a new phone on a contract, and it was dead simple! They had loads of different tariffs on iD mobile to pick from, and I managed to find one that suited me down to the ground. The price was spot on too, so I reckon I got a proper bargain. All in all, I'm chuffed to bits with my purchase!
mobile phone contract
I popped into Carphone Warehouse not long ago to sort out a new mobile phone contract. The person I chatted with was really pleasant, truthful, and gave me some good advice. They really listened to what I needed and suggested the best choices for me. I felt like they really cared about me as a customer and I liked the personal service I received. All in all, it was a top experience and I'd definitely suggest Carphone Warehouse to anyone after a new phone deal.
Changed mobile contracts
I recently changed my mobile contract from one provider to another through Carphone Warehouse and let me tell you, it was a total nightmare. Even though I switched my old number over, I never got any message saying the transfer didn't work. It took loads of calls to Carphone Warehouse and the new provider just to finally get a working phone line, but even then, my number didn't come with me. This meant I had to use my landline for work calls, which cost me extra money and I lost some business because of it. And to top it off, my old number ended up going to another customer - a big mess up with GDPR rules. I asked for some compensation and a chat with a manager, but so far I've heard nothing back. All in all, the customer service I got was shockingly bad.
Phone purchase and contract upgrade
I popped into Carphone Warehouse the other day to upgrade my phone and contract, and I must say, I was really impressed with the service I got. Right from when I first called up to ask about my upgrade options to the point of actually placing my order, the staff were so helpful and knew their stuff. They took the time to answer all my questions and gave me a good selection of choices to pick from. The whole process was easy and straightforward, thanks to their professionalism and efficiency. I would definitely recommend Carphone Warehouse to anyone needing a phone upgrade or new contract. A big pat on the back to the team for their fantastic service!
New phone
I recently bought a new phone from this website and it was really easy to order. The delivery arrived really quickly, the very next day in fact. I also thought the price was pretty good, I reckon I got a decent deal.
Ordered phone on the 16th May
I ordered this phone on the 16th May, expecting it to arrive on the 18th, but it didn't. They told me it was out of stock and would arrive on the 31st. Fair enough, I thought. However, the 31st came and went without any update, so I decided to give them a call. The person I spoke to on the phone was really rude, telling me to just wait or cancel my order as if my time doesn't matter. On top of that, I never received a link to leave a review. Not cool at all, mate.
Online order for pick up in store
I ordered something online and when I went to pick it up in the store, no one seemed to know what was happening. They just kept passing me around to different people and nobody seemed willing to take responsibility. In the end, my order was cancelled for no apparent reason. I think it was pretty rubbish service, to be honest!
Trade-in snafu
I ordered a new phone and was really excited about the trade-in offer to save some extra money. But when my package arrived, there was no trade-in envelope inside. I tried ringing customer service a few times but couldn't reach anyone to talk about the problem. It's so annoying to be left not knowing what's going on, and I'm starting to think it's not worth the hassle. I'm really let down by the lack of communication and follow-up from them.
Phone purchase
I bought a new phone from that shop not long ago. Everything went well with ordering and delivery, but I ended up feeling really frustrated with the service. The staff said changing the SIM card was all I had to do, but it turned out to be a lot more complex. Being 70 years old, I struggled to figure it out on my own and I was really surprised when they wanted to charge me £25 for something I thought I could manage myself. The staff's lack of help and understanding left me feeling pretty upset and worthless.
Sim only plan upgrade
After being with this company for three years now, I can honestly say that I always seem to get a good deal whenever I upgrade my sim only plan. The customer service is generally pretty good, and the ordering process is straightforward and quick. However, I do find that their prices can be a bit steep compared to other companies. On the bright side, the delivery is usually fast and dependable, which is definitely a bonus.
Broadband and telephone switch
I've just changed my broadband and phone services to a new provider. They said I'd get a £75 refund but still haven't got it. I asked for a copy of the phone call where they promised this, but nothing yet. It's really disappointing not getting clear information or follow-up. Thinking of taking it up with the ombudsman to sort it out. Switching from my old provider to this new one has been a bit of a letdown because of this unresolved issue.
New phone contract
I recently got a new phone contract from Carphone Warehouse and it was an absolute nightmare. I got a message a few hours later saying my order had been cancelled. When I rang up to find out why, the person I spoke to said it didn't pass an internal check but wouldn't say any more. I asked to speak to someone who could explain what happened, but they weren't helpful at all. And to top it off, they said I couldn't order from them ever again, which just left me feeling confused and annoyed.
About Carphone Warehouse
Carphone Warehouse is a British mobile phone retailer founded in 1989 by Charles Dunstone and Julian Brownlie. The company initially focused on selling mobile phones and related accessories and provided advice and comparison services. It grew rapidly and became renowned for its expansive product offerings, competitive pricing, and comprehensive customer support. In 2014, Carphone Warehouse merged with electronics retailer Dixons Retail to form Dixons Carphone. Over the years, Carphone Warehouse diversified its portfolio to include broadband, smart home products, and other telecommunications services. The company has played a significant role in shaping the mobile phone retail market in the United Kingdom.
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Categories Carphone Warehouse
Telecom | Mobile and Telephone Reviews & Experiences
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Last update: November 2025
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Review with most votes
Google pixel 7
Wow wow wow, so I'm not the only one to be scammed with the £175 cash trade in your old mobile for a Google pixel 7 deal. SHAME on you carphone warehouse, as I have 2 contracts ... Read onBy: Scott Robson