I'm very disappointed with my experience using the phone trade-in service. I sent in a well-maintained device that was not damaged when it left my possession. However, during the assessment, the company claimed that the phone had a cracked screen and significantly reduced the trade-in value. I immediately disputed this as the damage was not present when I sent it. The seller provided inspection photos as evidence, but these images showed fresh dust particles around the cracked area, suggesting that the damage occurred after the device left my possession. I raised this concern, but it was never addressed. After several months of back and forth, the assessment was repeatedly “reviewed” with the same outcome, while the core issue of how and when the damage occurred was ignored. A major red flag for me was that funds were taken without my permission while the assessment was still in dispute. I did not understand why any money was processed before the matter was resolved. I do not believe this situation has been handled fairly or in accordance with consumer protections. I'm sharing this to make others aware of the risks involved so they can make an informed decision before using the trade-in service. I'm utterly disheartened and have lost all trust in the company, despite being a loyal customer.
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