Carphone warehouse "Customer Service"

DaveT68

had anybody else had issues with these bozo's?

I ordered a SIM free Galaxy S7 Edge at midday on the Monday, checked stock at my local store to ensure it was in-stock so I could collect that afternoon and completed the order. At which point the website said it would be ready for collection on the Thursday (why… it was in stock?) . I did not receive any email confirmation of the order, so three and a half hours after placing it, I phoned Carphone Warehouse, but they could not find the order and put me through to the web team, who were adamant that since the order was not on their system, and I had received no confirmation, then I had not completed the order process correctly, and my card had definitely not been charged. Given this info, I went into the store that night and purchased the handset. I then received a text message at 9:15 pm to say my click and collect order was being processed. I called Customer Service (45 minutes of my life that I will never get back!), who claimed I had placed the order at 6:15 pm that night but because the web team had finished for that day, it could not be cancelled… I would have to visit the store. No-one could explain why I had not received an email despite the correct email address being on the order, as was my phone number, since I did receive a text. I requested a Manager call back and a web team call back to resolve the fact that I now had £630 charged to me for an order which they denied I had placed at 15:30, then claimed I had placed it at 18:15 but had failed to confirm at all. No further word from anyone and NO CALLBACK, so on Thursday I was forced to visit my store and complain. The unhelpful store staff claimed they could not cancel the order because it was a web order, which would be refunded after 14 days on my card if I did not collect the item, I would have to call the web tam on my mobile, at my expense! After a LOT of insistence they let me use the store phone to contact Customer services, whereupon I began a 1 hour 45 minute phone call, which every 20 minutes whilst an adviser had me on hold, the call would be picked up by a different adviser, causing me to have to go through all the security check again and re-explain the problem (this happened FOUR times, and involved both UK as well as South African advisers!). Eventually the web team refunded the unwanted handset, but would not accept that anything was their fault, nor offer any compensation. Customer services finally offered £25 for my fuel and phone bill (over two and a quarter hours on the phone) which given the monumental c***-*p, and inability to resolve it, or call me back, or accept any responsibility is completely unacceptable in my view. I will NEVER use them again under any circumstances

A_Medium_Size_Jock

Dixons Currys PCWorld & Carphone Warehouse; all part of "Dixons Carphone".
ALL of them have truly terrible customer service - and ALL of them have terrible consumer reviews; Trustpilot (just as one example) barely rates Currys as one star.
Their product knowledge too is widely-regarded as appalling.

There are many within these forums that - like myself - would advise avoiding the whole group of companies as you would avoid the plague.

This is of course too late for you now - but remember that Currys & PCWorld are the same.

sdduk

OP if you site and look though most of the mobile threads on here there is loads of horror stories about how bad there custom service is its just part and package of the custom services i'm afraid you will be pushed to find a good one which ever network you decide to go to its swings and roundabouts with them.

discat11

Awful company. I had a phone with serious software issues and CPW refused to swap or repair/replace it many years back, in the end I had to buy my way out of my contract.
They took the pi$$ royally, even trying to charge me for not returning the phones original box (after 18 months for crying out loud!) and wouldn't drop any fees whatsoever and yet they still expected me to buy my new 'phone through them!

I wouldn't ever recommend anyone dealing with them -nice shops, lousy staff and even crappier head office customer 'service'.

[Deleted User]

Interesting thread. I've just used CP warehouse for the last time. The guy who made the sale over the phone lied about delivery; calls to 'customer service' the next day resulted in three transferred calls to a Capetown call centre. I'm a keen language learner, but one one of the operatives was impossible to understand given her Afrikaans accent and chewing her food. All were incompetent, including the UK staff. All except a temp who had one week to go and as promised, left me a voicemail effectively saying 'sorry - no joy.'

Avoid like a plague house, IMO.

Ian011

If you have called them on an 084 or 087 number to chase an order, or anything to do with 'after-sales', be aware that consumer protection regulations give you the right to a refund of any excess call costs incurred.

See http://legislation.gov.uk/uksi/2013/3134/regulation/41/made

The regulations came into force on 13 June 2014.