Carphone Warehouse Complaints

In the latest in a series of complaints that pre-date this blog, today I’d like to reminisce about Carphone Warehouse, and my efforts to return a phone to them.

Back in 2004 I bought two Sony Erikkson T610 phones from Carphone Warehouse, one for me and for the wife. We both had contracts already so I just bought the handsets, over £100 each.

A couple of days later I noticed that actually my wife was able to get a free upgrade with her contract, D’oh! So she returned the phone to Carphone Warehouse in Newport, South Wales.

This is where things started to go wrong. Carphone Warehouse told her that she couldn’t have a refund. This was somewhat confusing, as they had posters everywhere advertising their 14 day money back guarantee.

When she phoned me in work I was understandably outraged. I phoned the store immediately and was told by the rather rude and confrontational person on the other end that Carphone Warehouse did offer a money back guarantee, but it did not apply to phones…

Excuse me?

They have a money back guarantee at CARPHONE warehouse, and it does NOT apply to PHONES!!!

What the fuck does it apply to then????

Naturally I escalated the issue and contacted their head office, where I was told that actually YES, the money back guarantee does apply to phones. The manager of the store was instructed to call me and offer a full refund.

It meant my wife had to drag my two kids back down to the shop again to get the refund though.

Anyone else dealt with Carphone Warehouse?

Darren Jamieson

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

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