Reviewers often praise store staff for polite, informed help and fast transactions that can lead to good deals. A clear set of negative reviews describes unresolved issues after purchase, including missing trade-in kits, delayed refunds, and damaged or incorrect items. Many also mention poor communication by phone, email, and the website. Overall, experiences split between smooth in-store buying and difficult aftersales follow-up.
Examples from available reviews (Feb 2023 – Mar 2026).
Reviewer reports absolutely great service.
“Absolutely great service”
Quick, easy process delivering the best deal for the reviewer's needs.
“Quick and easy process.”
Trade-in valuation reduced and company failed to return phone or respond.
“have ignored all my emails and haven't returned my phone.”
Website contact form fails repeatedly and no email contact provided.
“Website has web form you can tried 5 times it does not work.”
Many reviews describe in-store assistants as polite, professional, and helpful, with clear explanations and quick purchases. A strong opposing group reports pushy selling, rude responses, and repeated failure to fix returns or wrong-item deliveries. This points to high in-store service ratings but frequent escalations when problems need aftersales action.
Several customers say they got competitive deals and lower monthly rates when renewing or upgrading. Many complaints mention reduced trade-in valuations or charges after cancellation, suggesting value concerns show up mainly around refunds or trade-in adjustments. Positive price feedback focuses on in-store negotiation and quick sign-up.
Many shoppers report fast in-store processing and quick deliveries that made buying easy. Repeated comments highlight website problems, an outdated purchase system, and broken contact forms that stop people getting online support. The pattern shows smooth in-person purchases but uneven digital support.
Many complaints mention damaged phones, faulty accessories, or devices that are not compatible with the UK market. Fewer reviews describe early device failures and unhelpful responses on warranty or repairs. Positive remarks rarely mention long-term reliability.
Several reviews praise direct, honest in-store discussions that resulted in suitable SIM-only deals. A large group reports emails going unanswered, calls being cut off, credit checks failing without explanation, and no updates on trade-ins or refunds. These comments show communication breaking down mainly after the sale.
Many reviewers describe the buying experience in store as quick, efficient, and friendly. After the sale, complaints often focus on missing trade-in kits, slow refunds, incorrect deliveries, and limited help from customer services. Overall, in-store fulfilment comes across as dependable, while aftersales support is inconsistent.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (3) · Quotes shortened · As of: March 2026
Prompt, informative staff who saved the reviewer money.
“saved me money”
Reviewer mentions Hilary on the phones.
“Hilary on the phones.”
Received excellent service with detailed options and help.
“Very very good customer service!”
Staff helped and explained the new plan during daughter's upgrade.
“the man who was serving us was very good”
Reviewer states the service was the best.
“The best services 👌”
Reviewer describes the experience as really fantastic.
“It’s really Fantastic”
Reviewer reports absolutely great service.
“Absolutely great service”
Salesperson was pushy, didn't listen, and cancelling proved difficult.
“Was very pushy didn't listen n missed me”
Quick, easy process delivering the best deal for the reviewer's needs.
“Quick and easy process.”
Order processed quickly with a good price and minimal admin.
“Speed of processing order a good price”
Purchased an Oppo Find 9Pro at a very good price.
“I got my oppo find 9pro here for very good price.”
Service was great and delivery was fast.
“great service and fast delivery”
Describes the company as great and professional throughout.
“Professional throughout”
Very professional procedure from start to finish.
“Very professional procedure from start to finish”
Renewed contract for a Pixel 10 at a lower monthly rate, process took 40 minutes.
“it did take 40 mins to conclude the deal”
Reviewer says colleagues are always friendly.
“Always friendly collleagues”
Phone delivered quickly; process straightforward and trade-in easy.
“Phone was delivered quickly”
Regular customers find the service easy and praised staff member Shane.
“They make it all so easy”
Open and honest conversation led to a great sim-only deal.
“Open, honest conversation to find a great deal on sim only”
Salesman Phil provided excellent, professional and helpful advice.
“Excellent service provided by a salesman names Phil.”
Credit check failed without explanation and calls were mishandled.
“my credit check had failed”
Reviewer received very nice and professional service.
“Very nice and professional service”
Order delayed over a month and customer service was poor.
“Customer service has been quite poor”
No order updates, no refund received and emails go unanswered.
“Upfront payment never refunded”
Received a faulty handset and encountered rude, unhelpful customer service.
“I was send a faulty handset”
Received defective earphones and faced poor returns process and service.
“shocking service and faulty items”
Reviewer found the service good and helpful.
“Good helpful Service”
Helpful, efficient staff made purchasing quick and easy.
“Staff very helpful and efficient.”
Great experience with Dan, who was extremely helpful.
“Dan was extremely helpful”
Trade-in bag not received despite multiple contacts and delays.
“No bag received after 20 days.”
Service was great, fast and easy.
“Great service. Fast and easy.”
Trade-in valuation reduced and company failed to return phone or respond.
“have ignored all my emails and haven't returned my phone.”
Still no trade-in kit after multiple attempts and poor customer support.
“I'm currently £480 down and starting to lose hope.”
In-store service was really good and everything was explained well.
“everything explained well.”
Trade-in sent but no confirmation or payment despite tracking.
“Do not trade in with this lot”
Phone appears non-UK compatible and is unusable, with no manager response.
“not for uk market”
Assistant serving the reviewer was very good.
“The assistant serving me was very good .”
Staff were kind, polite, patient with good attention to detail.
“He was kind, polite and patient.”
Received a very good deal and would recommend Carphone Warehouse.
“gave me a very good deal”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Carphone Warehouse is a UK mobile phone retailer and reseller of network contracts. It runs high-street stores and an online shop selling smartphones, SIM-only plans, and accessories from major brands such as Apple and Samsung. The company offers trade-in and upgrade programmes and negotiates tariffs with multiple network operators. It also lists device insurance and repair options through third-party providers.