I am so unhappy with Carphone Warehouse, in fact unhappy isn't the word ... I'm mad !!! My teenage son saved his pocket money and birthday money and bought a new payg handset from them last weekend, he had to purchase £20 airtime credit too to get the handset at £99.99, anyhow got the handset home, charged it and when he made a call he realised there was no outgoing speach ... took it back on Monday where they gave us a replacement but they damaged the replacement before we even left the store, it's only cosmetic damage and doesn't affect how the phone works but that's not the point ... it's a lot of money for something they damaged. Rang consumer direct who were fab, told us our rights and we rang Carphone Warehouse and told them we were unhappy, blah blah blah and when we told them we knew about sales of goods act they said we could have a full refund. Travelled 30 miles to the store where the phone was purchased today to be told that they made a mistake in telling us we could have a refund as they would only give us the money for the phone, not the airtime even tho this hasn't been used and they won't give us a replacement as it's not faulty ?!!! I was so angry, spent 45 mins in the store, speaking to manager who basically said it would affect her bonus if she gave us our money back so she wouldn't do it !!!!!! Called consumer direct who were fab and emailed us a letter to send so hopefully that will get it sorted but I will never go back there again, they were so unprofessional and didn't even apologise, they just kept saying it's our process and it will affect our bonus !!!! do they care about customer service ? arghhh, I'm so mad

What a shambles that company is !!!


Complain Complain Complain hun i think i would even be pushing for compensation for the traveling too

let us know how you get on

xx

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they really are the worst people I have ever dealt with !!

I'm hoping it won't take too long to resolve and once we have the outcome I'm looking for, Matthew's money back then I'm going to write to their head office and complain about the branch manager - I can't believe she admitted her bonus is more important than customer service, totally shockin ! x

so frustrated !!! the letter was sent by recorded delivery so they should definitely have it by now but we've heard nothing !!!! I think they are forgetting that a teenager who saved long and hard for a new mobile is without a phone

get on to trading standards, they will tell you excatly what to say. Once the shop know you have been intouch with them they should soon change their tune

let us know how you get on
xx

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Consumer Direct say we have to give Carphone Warehouse until Monday to reply and then Trading Standards will get involved, what a flippin mare !!! Poor Matthew is without a phone he spent £120 on and Carphone Warehouse just dont' care ! Fingers crossed we get a resolution this weekend so it just doesn't drag on any longer

well the saga continues, Trading Standards are now involved and have sent Carphone Warehouse an email ... fingers crossed Matthew gets his phone sorted out soon, he's not used it since the end of Jan and he's really starting to miss it !!!!

Trading standards will have it sorted in no time for you



xx

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here hoping they sort it out fast for you

I hope they get it sorted for you hun, I'm sure they will, they are really good!

My sister had a contract phone with Carphone Warehouse and was getting bills for 8 months after finishing her contract. Every time she rang, she got a different person who promised to sort it out, but never did. In the end, she had a really nasty letter threatening Baillifs.....she was fuming as she didn't owe them a penny. She finally got it sorted but must have made dozens of phone calls, and she had to be really firm with them on the phone (the air was a dark shade of blue!)

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