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We Collect & Analyse Reviews

Carphone Warehouse
Experiences & Reviews

Carphone Warehouse is a UK mobile-phone retailer and service adviser that operates online and through in‑store concessions (often alongside Currys stores). Consumers commonly use it for pay‑monthly contracts, handset purchases and trade‑ins. When researching reviews, shoppers often look for feedback on in‑store help, order fulfilment, trade‑in handling and after‑sales support.

Overview & Key Metrics

Reviews Analysed 97
Positive Sentiment 11%
Latest Review 27d
Overall Rating
1.4

Our Analysis

🎯

Service quality

Reviewers report mixed service: many praise helpful, efficient in‑store staff, while a substantial number describe poor after‑sales support and rude interactions.

Share
24%
Mixed
💰

Value for money

Some customers describe good deals and lower monthly costs in store; others report lost promotional trade‑in value or withheld refunds.

Share
11%
Weak
⚡

User experience

Customer journeys vary: several shoppers report quick, clear in‑store purchases, while many experienced long order, delivery or trade‑in delays online.

Share
24%
Mixed
🔧

Product quality

A small set of reviews report receiving faulty handsets or devices unsuited to the UK market, causing returns and repair refusals.

Share
4%
Weak
📞

Communication

Frequent complaints concern unanswered emails, no updates and difficulty escalating issues; a minority praise clear explanations from store staff.

Share
15%
Weak
⭐

Overall experience

Overall impressions are split: many positive in‑store experiences counterbalanced by multiple unresolved online order, trade‑in and returns problems.

Share
23%
Mixed

View all 97 public customer reviews – filtered by relevance →

Our Independent Methodology

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Data Collection

We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

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All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 97 reviews

All Customer Reviews

Sources: Collected.reviews (77) · Trustpilot (20) · Quotes shortened · As of: October 2025

J
Joanna Riggs
Collected.reviews Oct 02, 2025

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A
Artur Drzymala
trustpilot.com Sep 30, 2025

Very nice and professional service

Very nice and pro...

E
Esme Potter
trustpilot.com Sep 30, 2025

I ordered the new iPhone 17 pay monthly…

I ordered the new iPhone 17 pay monthly on the 15th of Sept, and have now been told that they will have this phone available by the 23rd...

L
Lony Binaj
trustpilot.com Sep 30, 2025

No update on order, no refund

No update on order. Never received it. Upfront payment...

B
Bledar Bushi
trustpilot.com Sep 30, 2025

I was send a faulty handset it was vey…

I was send a faulty handset it was vey difficult to get help and vet rude Co...

C
Callum Byrane
trustpilot.com Sep 30, 2025

Faulty items and shocking customer service

Ordered a Google Pixel 10 Pro XL with the free Google pixel buds pro 2. The week after I placed the order the offer has been changed to headphones and...

M
Mrs Daphne Harrison
trustpilot.com Sep 30, 2025

Good helpful Service

...

S
Susan Morris
trustpilot.com Sep 30, 2025

Staff very helpful and efficient

Staff very helpful and efficient. Made my purchas...

L
LORI PALMER
trustpilot.com Sep 30, 2025

Great experience

Great experience, Dan...

P
Pbat
trustpilot.com Sep 30, 2025

Shambles - Multiple contacts still no sight of trade-in bag

Had the misfortune of selecting ID Mobile via Carphone Warehouse for my new pay monthly with a trade-in. Placed order with enhanced trade-in offer on...

A
Agi
trustpilot.com Sep 30, 2025

Great service

Great service. Fast a...

V
Vanessa
trustpilot.com Sep 30, 2025

Dishonest company (THIEVES)

I sent in a iPhone 15 pro in full working condition for a trade in, was quoted over £400. After they "inspected" my phone they found a minor damage on...

D
Daniel
trustpilot.com Sep 30, 2025

32 days since I made my order and no trade in bag

32 days since I made my order and I still haven't been able to trade in my device. I'm currently £480 down and starting to lose hope. I made an order...

L
Lisa
trustpilot.com Sep 30, 2025

Really good service in store and…

Really good service in store...

A
Adam Fletcher
trustpilot.com Sep 30, 2025

Do not trade in with this lot

Do not trade in with this lot, just lies, lies and more lies, traded my old iPhone in via ID mobile, tracked it as being received by them on the 17th,...

D
D R
trustpilot.com Sep 30, 2025

Product not fit for uk market -fraud ?!

Been waiting for a call from a manager at customer services for over 48 hours. Suspect the phone my son has been sent is not for uk market and therefo...

M
MR JEFFREY BOWDITCH
trustpilot.com Sep 30, 2025

The assistant serving me was very good .

The assistant servin...

J
Johnson Williams
trustpilot.com Sep 30, 2025

The staff's attitude to detail makes…

The staff's attitude to detail makes all the...

S
Soliu Omoniyi
trustpilot.com Sep 30, 2025

Carphone warehouse gave me a very good…

Carphone warehouse gave me a very good deal when I took a contract phone in June 2024. This deal can't be...

J
John Tindle
trustpilot.com Sep 30, 2025

Very helpful but didn't listen to what…

Very helpful but didn't li...

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Conclusion

Reviews indicate a clear split between positive in‑store experiences and problems with online order fulfilment, trade‑ins and after‑sales communication. Several customers praised helpful, knowledgeable staff and good in‑store deals; at the same time multiple reviewers reported missing trade‑in kits, delayed deliveries, ignored emails and difficulties returning faulty items. If you value fast resolution, consider buying in store and keep written confirmation of any promotional trade‑in terms. When ordering online, keep tracking details and documented contact attempts; many complaints relate to lack of updates or escalation rather than initial sale issues.