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 Repeated comments highlight website problems, an outdated purchase system, and broken contact forms that stop people getting online support.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
Staff were helpful but did not listen to the customer's requirements.
“Very helpful but didn't listen to what I really wante”
Helpful staff in Currys Torquay secured a good sim-only contract deal.
“the guy was very helpful”
Could only process credit check for one phone; others not allowed.
“Total waste of time, I ordered three phones”
Still waiting for a refund and order cancellation despite returning package.
“Still waiting on refund of £170”
New phone failed within a month and customer support was unhelpful.
“the screen would not open”
Cancelled upgrade yet charged higher contract and couldn't get help from store or customer services.
“Nobody wants to help me.”
Website contact form fails repeatedly and no email contact provided.
“Website has web form you can tried 5 times it does not work.”
Company allegedly refused to refund an overpaid contract.
“A bunch of thiefs that refuse to refund my money”
Outdated purchase system caused delays and item never arrived.
“Carphone use a very outdated system, takes ages to make a purchase”
SIM transfer failed with no updates and calls were cut.
“my sim was not transferred over at the time it was promised”
Assistant hung up twice and refused to transfer departments.
“Phones twice, both times the the assistant hung up on me.”
Dongle did not work and cancelled contract later affected credit.
“I now have a credit issue”
Wrong model was sent and no help provided after many calls.
“Offered a Samsung A54 , sent an A34, NO HELP AT ALL AFTER A DOZEN CALLS .”
Reviewer alleges scammers and reports very poor customer service.
“WARNING! WARNING! WARNING! INDIAN SCAMMERS WITH WESTERN NAMES.”
Refunds are delayed for weeks according to the reviewer.
“Don't send refunds for weeks, absolutely awful firm.”
Received a damaged phone and was refused a network swap.
“Phone came damaged.”
Insurance phone delivery was delayed and communication was poor.
“No phone.. I rang and asked where it was..”
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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.