Carphone Warehouse

Now I know why they are listed as 76th best mobile phone shop on Trustpilot. Had a SIM only contract £6 per month, and was offered an upgrade, over £17 with a new phone. Supposed 14-day cooling off period. 2 days later, I notifed Carphone Warehouse, both in-store and by phone, that I had changed my mind and wanted to cancel the upgrade. So I didn't get a new phone (obviously), but am now paying almost 3 times as much as I should be paying, and don't even have the new phone! And locked into the worst possible contract for the next 2 years!!! Whenever I contact Customer services by phone, they say that I must go to the store, where I was originally to pick up my new phone. Predictably, when I go to the store, they say that because I had arranged the upgrade on the phone, I must call customer services again. Need I go on??? Their stores and Customer services are like two separate organizations that don't speak to each other. Nobody wants to help me. I really don't like to leave negative reviews, but the way I have been completely ignored, with empty promises that someone would call me back, have left me really frustrated. How are other customers, with less experience, going to find them... I dread to think. I notice that whenever others leave negative reviews for Carphone Warehouse on this site, they offer a pathetic apology and try to give the impression that these are isolated incidents, but the facts speak for themselves. Their standard response: 'We are very sorry to hear about the issues with your order, at Carphone Warehouse and Curry's we pride ourselves at putting the customers at the heart of everything we do and unfortunately we have fallen short on this occasion which we apologize for.' This insincerity on their part only adds insult to injury. Their treatment of these people is inexcusable. My advice... Have nothing to do with this wretched company.

Update from posts below, I thought my nightmare with carphone warehouse had come to an end with 2 weeks saying they had cancelled my order and not updating info to Vodafone, hours on phone trying to sought out, with both Vodafone and car warehouse say soughted with nothing to pay as was within cooling off period, as you know from previous posts i ordered a phone contract with carphone warehouse on a Google pixel 8 pro, there was a problem on delivery address, so I cancelled order and DPD sent back to carphone warehouse,as I was told it would take 5 working days to receive phone so I cancelled order,, they had transferred my mobile number to phone which was being delivered ???? so I was without a phone and couldn't use my number which I needed for work, after a few days I managed to get a new sim to transfer my number to it, anyway i used pack code Vodafone gave me and transferred to a different network , Vodafone sent tex saying there was £0 to pay. So near on 2 months later i get a tex reading -Hello. Your bill for account number ending 1447 is now ready to view. It comes to GBP880.47 and is due on 23/07/2024. Just so you know, this one is a bit higher than normal because it includes some one-off costs and pro-rata charges. Head to to find out more and to watch a short see your bill. By now fuming, I phone Vodafone, they tell me it not them it's carphone warehouse charging me for the handset. I said the handset I never received which DPD sent back to carphone warehouse as order was cancelled, told I need to speak to carphone warehouse by Vodafone, carphone warehouse tells me i won't have nothing to pay, they will update Vodafone. I just don't believe or trust carphone warehouse anyone, now had to cancel direct debits speak to bank to cancel cards. Think next step is speak citizens advice. Anyone has advise what I can do email me,

If you go to trustpilot you can read my nightmare from previous post

Absolutely disgusting company. Spoken to a customer services representative who took all my details through, did my credit check and told me it all has gone through,order was placed as he took up front payment, advised me that will get phone delivered tomorrow but no sign of delivery next day. Called Customer services again , they told me that my credit check not passed,my credit score is perfect. I don't even know how they are misleading customers and damaging their credit history and giving false information out. They shouldn't be in this business!!!!!

Wow wow wow, so I'm not the only one to be tricked 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 running now as the £175 was suppose to pay off the other contract.

My story, seen the deal above, looked at the terms and conditions which stated at the time and I have also taken screen shots of them, "trade in for £175 with a working or non-working mobile". I contacted CPW and went through the terms and conditions and would my phone be ok to trade in and they said yes. So, went ahead with the deal. When processing the only option I had when trading in my phone under "trade in" was "recycle", now I wasn't really bothered about getting any money for the mobile, it was mainly the £175. Everything went smoothly and the computer did not stop me to say my phone was ineligible, as remember from the T&C's it was any working or non-working phone. Anyway 6 weeks later after several calls to CPW I spoke to them today only to be told that I am not going to get my £175 as the phone was worth £0 and was ineligible. I was almost crying, I felt misled and taken for a fool. I have since been to Thier website and looked at there T&C's as they still have the deal running and can see it's been amended. It's lucky I took a photo of the originals and I have the phone logs, times and dates when I called to enquire. I have put in a complaint after customer services couldn't help to the tradeuphelpATcurrys.co.uk, I am not expecting a lot but I am going to fight tooth and nail for my money even if it means going to a small claims court, I did everything I could and by the book with Thier T&Cs, surely all the bad press just shows how bad things are CPW, make a men's and sort things out and when people make contact respect them and the deals you have made. Don't take customers for fools.

Just got a call back from complaints team, a person called Iviwe (they don't give surnames) who informed me that they are going to not pay me the promotional value, even though they acknowledge the terms and conditions of working or non-working phone. AVOID AT ALL COSTS, they will sham you. I am going to a small claims court for this.

increase prices for s22 3 times in 1 week but over 100 each time , always on the run up to christmas, the sooner they go under the better for everone. what a mess

BE AWARE!! I ordered playstation 4 from them and after transferring money to their account, he asked me to transfer more money for goods insurance. When I refused to send more money he just canceled my order and refused to refund my money back

VERY TERRIBLE SERVICE!!! I WISH THERE IS 0 STAR :(

1. INCORRECT DELIVERY INFORMATION

My friend and I ordered iPhone 12 on Wed (21 Jul 2021) - it said 1-day DELIVERY but till now nothing.

2. WORST CUSTOMER SERVICE

I chose the collect at store method - But when I try to chase the customer service: (1) All phone numbers cannot reach and (2) chat service requires me tons of questions about my identity while I only need to know WHEN THE PHONE IS ARRIVE at THE STORE so I can go and collect (Why it needs identity: Passport, ID, first-line billing, etc). Until now, No info on when I will receive the phone. This is unacceptable service.

3. IDENTITY-CHECK

- Checking delivery status but require: Passport, ID and first name, first-line address are all stupid and illegal.

- When checking the delivery status at STORE: The customer service insists to look into your bank card and CVV in your bank card. This is ridiculous and illegal

PLEASE DO NOT ORDER HERE

Disgusting. Traded in a phone for a £100 bonus + £45 for the phone it self. Got an email they would only offer £10!!! The email came conveniently after the 14 days cooling off period. So couldn't even cancel contract out of disgust!!!!. to top it all off the £100 extra bonus was refused as the phone had to be sent within 7 working days from receipt of the new phone... Ok carphone warehouse brain boxes how can i send the phone within 7 days when i didnt recieve the box to send it back until 9 days after recieviing the new phone. That makes no difference in the carphone warehouse world apparently. Dudes we are in a pandemic royal mail doesnt know of your ridiculous unethical practices or they may have helped me out complete joke of a company

Terrible service. Ordered an upgrade from what I thought was a reputable company. From start to finish it was very amateurish! Once my upgrade was finalised and they had taken my money, my SIM got cancelled and I had no network to make or receive phone calls! Tried to get it sorted out with them but had no responses to emails and forget about calling them! My new phone came with a new SIM (I was feeling very hopeful) put the new SIM in the new phone......nothing!! The reason my phone is so important is because I run a business which relies very heavily on contact. I have now lost 2 potentially large contracts at an already difficult time because I haven't been able to keep in touch via phone. It is now 6 days later and still no network coverage, I have a new SIM being delivered which I hope will work and fix this terrible service I have received! Stay well away if you want reliability!!

Purchased a Huawei Mate 20 Lite from CPW in Feb last year, and it developed a problem with the screen. I called in to the store it was purchased from in December, only to be told it would take 3 weeks for a repair - this would be problematic for me, as I need internet access 24/7. I quoted the Consumer Rights Act to them, which states that if a repair would cause significant inconvenience to me, then I have a right to a replacement phone or a refund. This has been overlooked by the company, one agent even going as far to claim that their company policy is 'company law', and that it supersedes my consumer rights. Have been told that my only option is to go through an online money claim, which I may get my money back, but not guaranteed. Have sent 2 letters to head office, both of which have gone un-responded to. Also sent several emails, which appear to go to CS agents who don't know how to read back through a conversation as I keep getting asked the same things over and over, mainly which bank my DD goes from, despite my informing them several times that it isn't a contract phone - seems reference numbers count for nothing with these people. Avoid like the plague, because you'd be expected to go without for a few weeks or be out of pocket when you need to buy a new phone.