Carphone Warehouse Omdömen 31

I placed an order for an Apple iPhone 17 Pro Max 256GB on 4 May 2026 (Order No. 146595998) and paid £9.00 upfront via Mastercard, with a £58.99 monthly Direct Debit set up.

The very next day I received an email stating my order had been cancelled due to "internal security checks" — with no further explanation given. No phone call, no follow-up, nothing.

When I tried to reply to the cancellation email (websales@**********house.com), it bounced back as undeliverable. So the email they used to cancel my order cannot even receive replies. How is a customer supposed to seek help?

My £9.00 upfront payment has still not been refunded. I have written to them multiple times and received no response whatsoever. They were extremely quick to take my money, but have shown zero urgency in returning it.

I have now had to contact my bank directly to cancel the Direct Debit and pursue a chargeback for the upfront payment.

Carphone Warehouse's customer service in this matter has been completely non-existent. I would urge anyone considering ordering from them to think carefully — if anything goes wrong, do not expect any support or timely resolution.

Still waiting for my refund.

A wonderful friend of mine, who is housebound, ordered a Samsung A17 from Carphone warehouse. This is because her old phone was full of viruses and it’s now useless. Her new phone was down to be delivered to her address yesterday. However, she saw the driver pull up outside the house across the road. Because she’s housebound, she couldn’t get out to speak with him and tell it’s her phone. The courier took a photo of some house or other ( the woman across the road didn’t accept delivery. She didn’t recognise the name. However, my friends mum received a message saying delivered which it was not. The now is, she’s been in touch with Carphone warehouse and they’re saying it’s been delivered and that SHE must now contact the courier company. She phoned me last night in floods of tears. She’s 85 and it’s her way to keep in touch with the outside world. I’m appalled at them and will NEVER give any more business to them. My poor friend is complete turmoil. She didn’t sleep at all last night. She been treated terribly.

Wish I'd read reviews before using them. They guarantee the price for 21 days but took 18 days to get the return packaging. So sent phone next day delivery to get the guaranteed price. Upon inspection "sim tray missing" and offered £50 instead of £240. A sim tray costs £1.50! Pretty sure the delay is deliberate and the £190 price reduction is a disgrace

They called me to book the tablet they said it was orderd later they debited from my account this is very fraud company dont trust this guys please

Awful experience and ended up cancelling contract at 2 weeks. Money was taken out of my account for the phone but I never received it. Contact was set up with ID mobile but when I called to say I didn't have a phone, I was told I was on a SIM only contract. They later realised I'd paid for the phone but couldn't find the contact I had signed. I asked how did they set up ID mobile, they then found the contract! A very disorganised company and customer service was not good so I cancelled and looked elsewhere.

cancelled a contract as per the cooling off period now carphone warehouse is demanding payment.no way of contacting them,website not accepting e-mails

They promote next day delivery and I ordered on Friday and today on Monday 3 days later, forget about recieving delivery I dint even receive a confirmation email in regards to delivery and lady over the phone said it can take 3-4 working days and hang up. Well done !

Ordered the iPhone 16e got a order acknowledgement email but nothing since then the expected delivery went by so I re did the order seen as tho I can't get a answer from anyone again order acknowledgement email and delivery date off today yet again still not heard anything worse company

It all began when the agent on the phone said 'ok, so that's the Google pixel 10 in purple'. Do you mean Indigo? I replied, knowing that 'purple' isn't an available colour. 'yes, pixel 10 in Indigo'. Sure enough, the wrong phone turned up, and then ensued days of chat bots, finger pointing between Vodafone and carphone warehouse, and me being left with no way to make a phone call, even on my existing phone, while the correct phone is hopefully delivered at some point in future. I have no faith that will resolve the issue.
Edit to add:
New phone took a week to come and was once again the wrong phone. Tried to exchange it in store and they couldn't do it so I had to arrange a collection again. The courier came expecting me to have been sent a shipping label, which I hadn't. Back to square one

I have been a loyal Carphone Warehouse/Currys customer for years, but after my recent experience I will never deal with them again.

On Wednesday, I received a call from a sales rep called who told me my contract was ending and that I could move to a SIM-only plan for £18/month with a “free” phone included. I did not want the phone but he said it was a promotion they are doing. He said it didn’t matter what I did with the phone, I could sell it or give it away. When I asked about other options (like an Apple Watch or AirPods) he said there were none because the whole thing was a scam…

I later checked the Carphone Warehouse website and saw ‘the same’ SIM-only deal for £10/month. When I called to ask about this, I discovered I had actually been signed up for a 24-month handset contract for one of the lowest-value phones they sell, something never explained during the call this wasn’t a ‘sim only deal with a free phone’. Infact, I wasn’t even eligible for a sim only contract for another month and would have been signing up to pay off this new phone I didn’t want in the first place.

The complaints department was just as bad. I was told I couldn’t have the gentleman’s surname or his manager’s name, I wouldn’t get a call back, I wouldn’t be told the outcome of my complaint because complaints are dealt with ‘internally’ and I couldn’t get any compensation because I didn’t sign the contract.

If I hadn’t checked, I could have lost over £260 and missed out on cashback or voucher offers promoted on their website for sin only contracts. An elderly or vulnerable customer could easily be misled into signing.

This was blatant mis-selling, completely dishonest, and not what I would expect from a reputable company. Absolutely appalled.

Hi all, if you have also been misold as I was. Please report to the ASA, Trading Standards, as well as the regulatory body. Use resolver to put in your complaint as it has clear recordings

I was sold a phone based on a lie. They won't take responsibility for it.
After about a month they have said that I can swap my phone. But I have to give the phone I have back and re apply. This doesn't help as I will be without a phone for days. My problem is I have seriously bad hips and tend to fall over. If that happens when im alone with no phone I can't call my wife or an ambulance.
They will reply and say we can help and then just give me a bunch of rubbish.
Please do t use as they will do anything to get you onto id mobile, including con you

Avoid Currys / Carphone Warehouse – Misleading Offers and Appalling Staff Behaviour

Absolutely disgraceful experience with Currys / Carphone Warehouse.

I placed an online order that clearly advertised free promotional earbuds and a £50 voucher. When I collected the phone at the Merry Hill store, neither item was provided. When I raised this with a staff member named Forid, the situation went from disappointing to downright unacceptable.

Instead of resolving the issue, Forid chose to fumble through an insurance setup, clearly confused and out of his depth. When I politely reminded him about the missing promotional items, he shouted at me that he needed to “concentrate.” Yes—shouted. At a customer. Over their mistake.

His attitude was rude, dismissive, and unprofessional. To make matters worse, he implied I shouldn’t complain because the “online upfront cost was cheaper than in-store.” What kind of justification is that? A deal is a deal. If you promote something, honour it. Simple.

This is not just poor service—this is misleading advertising coupled with aggressive, unacceptable staff behaviour. I left the store angry, insulted, and without the items I was promised.

Currys clearly does not train their staff properly, nor do they seem to care about customer rights or basic courtesy. If you value your time, money, and dignity, go elsewhere.

You’ve been warned.

I ordered a new phone and opted to trade in my old iPhone, which was initially valued at £95 after an online assessment. I was fully aware that the phone would be inspected, and if the condition didn’t match the estimate, it would be returned at no cost. That seemed fair.

However, after sending the phone off, I heard absolutely nothing - no confirmation, no inspection results - until I suddenly received just £15. When I contacted them to ask why, I was told they had emailed me about a “missing pixel” that required a screen replacement. I received no such email.

I’ve since asked for my original phone to be returned and offered to refund the £15 immediately. So far, no meaningful response or resolution.

This process feels dishonest, and I strongly caution anyone considering the Trade-In offer. Communication has been poor, and the final pay out feels arbitrary.

Purchased a new Samsung S25 mobile from them and was offered what seemed like a decent trade in for my old mobile - however they never plan to honour this and returned my phone in a damaged state as I did not wish to accept their revised very low offer. I assume they dismantle the phones to inspect and perform hardware tests but did not re-instate the casing properly so it's falling apart. I lodged a formal complaint which this was ignored - avoid this company. I certainly will never purchase from them ever again.

Avoid these at all costs. Disgraceful customer service and after support

Read the reviews this company has no after sale support, just a call center of liars and bs.

Ordered phone on Sunday for next day delivery. Unfortunately I was at work. Phoned them to ask to change delivery to Currys, no problem. Tuesday receive email, will will deliver parcel to your house today. Contact CPW, explain what I had done, they had no knowledge of this. I asked them to send into currys, they amended their records, saying it would have to go back to them and then be redelivered to curry, brilliant so I thought. I ring them Friday evening to find out where the phone is. They said they could deliver it to my home address in3 to 5 days or cancel the contract.I pointed out that if I ordered it now it would be relived tomorrow. I informed them that it was going to curry, they told me that I would have to speak to DPD and if I wanted it delivering on a Sunday I would have to pay extra for that to happen. The best part is they've already transferred my number to my new phone so now I don't have a phone number to receive calls or use the data that I have with ee. The call centre is in South Africa, so sometimes the language barrier can be hit and miss.
They obviously don't train their staff well at all as they all have different ideas as to what to do.
I'll wait for the phone to arrive, and cancel the contract as I need the phone to get my number back of them.
Joke of a company, stay clear if you value your sanity.

I wish I had looked at the reviews before going to CW.
Went in to look for a Samsung A25 Mobile Phone.
Was told by the salesman none in stock but can order and it will be with you after Xmas, Because they did not know when stock was coming in and then said at best should be around April time 2025 but cannot promise you. I said its not very good then is it really, He then said its not our fault its the the management who run this company, He said they make the rules but are never on the shop floor facing customers taking the flak.

So here's what happened. I purchased a new eSim from Vodafone as a pay monthly customer through Carphone Warehouse. I also requested a switch to keep my number. Thought I found a good deal, however it was the start of a horrific experience with both carphone warehouse and Vodafone all together. None are better than the other.

They've sent me the eSim through post apparently, which beats the logic, since it was supposed to be a ELECTRONIC SIM??? but they still send the QR code through post? Idk, very badly thought. They've used DPD, which again, very bad delivery company to deal with, can't work your way around with them. And because I was at work, they didn't want to deliver a sim card unless in person. Mind you, they got all the way to my flat door, and still didn't slide it through the door, my own address and my own flat, which could've been treated as handed to the resident too. Now they've failed to deliver every day until my old sim provider disconnected my services because of the switch, but the switch was not complete because I wasn't getting the sim to activate it. Multiple rounds of trying to contact Vodafone to sort this out, they were not interest to help me since the contrat was down through carphone warehouse, even if they were the provider. The order number was not Vodafone generated, therefore they didn't do the slightest to help.

Back to carphone warehouse, their website is a shamble, a disaster, it's not working to contact them online, and because my phone got disconnected I was unable to make calls. I emailed, but as you guessed no one bothered to answer.

So, as a last resort I tried Skype. I had to top up Skype, and was finally able to make a call using the home wife through Skype. The lady from Carphone warehouse customer service could not have been more uninterested to help. I asked her what the problem is, if I can change the delivery to be collected or any other ways. No, it was "no" answer to every solution I was trying to find. I couldn't collect, I couldn't change delivery address, she sent me back to Vodafone and told me to go to a store with my ID to ask for a new number. The absolute madness and insanity of this situation was mind-blowing. The immense amount of stress they've caused me by messing up with my Sim was tremendously horrific. I asked carphone warehouse to cancel my order, customer service said she will do it. I asked if I'll get a confirmation of the cancellation to which she said I will, but never received it.

I'm in absolute livid state of how incapable the customer service was on both sides, and completely useless to the point of mockery. To make a mistake on your side, and then expect the customer to solve everything and go to all the stores in person to chase you for a sim card. You are all out of your mind for such a disgusting service.

Finally, I had to get another contract, this time from O2, who was very easy to deal with. Got a new eSim card in half an our, which was directly installed in my phone, didn't have to do anything. Customer service was 5 stars and assisted me through the whole process even when I couldn't use my phone number to be verified, they found a way around. However I've lost my old number because of Vodafone and its mess.

I WOULD NEVER IN A MILLION YEARS WILL USE VODAFONE OR CARPHONE WAREHOUSE AGAIN!!! AVOID AND RUN FAR AWAY WHEN YOU SEE ONE OF THEIR STORES, THEY'RE ABSOLUTELY CLOWNS AND SCAMMERS. NOW I HAVE TO CHASE TJEM BECAUSE THEY DON'T WANT TO CANCEL MY CONTRACT, AND PASS ME FROM ONE TO ANOTHER TO HAVE IT CANCELLED. ABSOLUTELY SHOCKED BY THIS EXPERIENCE.