I am expressing my frustration and disappointment regarding the treatment I received during my phone trade-in. I sent my nearly new device for trade-in, having received a quoted price. I shipped my phone on 29.12.25 and received an email confirming its arrival and that it was undergoing testing. However, I did not receive any further updates, so I followed up. On 05.01.26, I was informed that there was a delay due to system issues during the festive season, and they apologized. Two days later, on 07.01.26, I received another email stating that my phone was missing from the parcel, contradicting their initial confirmation of receipt. I lodged a complaint and provided Royal Mail receipts to prove the parcel's weight, indicating my phone was included. They responded with photos showing an empty box. It appears that someone may have taken my phone and acted unethically. There seems to be no way to file a complaint or contact them directly, leaving me uncertain about my next steps. I seek guidance on how to reach out to this company and how to file a complaint with the relevant authorities, as this treatment of customers is unacceptable.
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Phone subscriptions are now here! Grade Mobile is a technology leading phone contract provider.
We offer services such as recycling and paying you for your old device, as well as repair and refurbishement, SIM deals, phone subscription, and we host our online store where you buy a range of refurbished devices.
We are a passionate group of people from all walks of life and experiences, we are building something special to make a difference, and we really mean it. We don’t like how mobile phone price inflation and environmental waste is ruining customer experience. We are here to change that. We believe that getting the device that you always wanted should be a seamless experience that brings you joy without having to sacrifice your pocket or the environment.See more
