Absolutely terrible experience with this company.
I decided to trade in my iPhone 8 as I recently got a newer phone. I had no reason not to trust Carphone Warehouse and the process seemed simple enough (if only!). I wish I had read the reviews on here first because it’s quite clear there is something very suspicious going on with their trade-in service.
I applied online and was quoted £260 for my phone, which was in perfect condition. I was sent an envelope to put it and checked online for what steps to take next (as there weren’t any instructions included in the envelope). I wrapped my phone up in another layer of bubble wrap to keep it safe and took it to the post office to ensure I got proof of posting.
Around a week later I received an email telling me that my phone is classed as “non working” due to “screen cracked” and is now only worth £80. As you can imagine I was very surprised and replied asking for a photograph of the damage. I received an automated reply the next day telling me someone would get back to me in 48hrs. I also phoned their customer helpline hoping to get a bit more information but after being on hold for over 30 minutes I was told that there was nothing they could do. They agreed to raise my case and told me I’d hear from them within 3-5 working days.
TWELVE working days later (so not even including weekends) I received a brief email with an attached picture of what was allegedly my phone - with a very small crack/chip to the side underneath the screen. I have sent over a picture of my perfect condition phone that I took before I sent it to CPW and have asked them to send it back to me. I am absolutely devastated as the money was greatly needed at this time of year and I could have sold it privately with much less hassle.
All I know at this point is my phone was damaged either accidentally or purposefully while it has been in the possession of CPW. Judging by some of the other reviews on here this seems to be a bit of a scam they’ve got going on. I’ve told everyone I know to NEVER use this service no matter how simple it might seem.
**edit - despite the response received below (calling me by the wrong name) and me sending them the required details, I have still heard nothing. I don’t know if the response is genuine or just a method to appear as though they are addressing the numerous complaints.**
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