GRADE MOBILE
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Poor Customer Service & Misleading…
Poor Customer Service & Misleading Initial Quote: I was offered £257 for an Apple iPhone 13 and promised to be paid out in 1 day of phone receipt. I received an email offer of an additional £5 if phone was sent in in 7 days. I’d already sent in phone same day by next day tracked delivery for safety reasons. A week later I received multiple messages asking if I’d sent in phone. I checked Royal Mail delivery and the firm had already received and signed for it, but were still texting and emailing me to send phone in that they were already in possession of. I chased by email which were either ignored or standard responses sent back to me, which ignored various questions as they were regurgitation of previous. When I queried the standard response, I was rudely told by staff ‘nothing to add so sent standard reply’. So it’s ok not to answer customer questions when you’ve not met the agreed target to pay for phone. 11 days after sending in the phone I get an email saying it’s been assessed and they are offering half the previously agreed price ie £125. I immediately reject and ask for my phone to be returned. They then say a manager will review. They do apparently but fail to understand the simple request to return my phone, offering £5 more. Disgusting and disgraceful tactics. This is unacceptable behaviour. And deliberately delayed the return of my phone for another day. I want my phone back IMMEDIATELY, safe and intact as when it was sent to you, or will report you to Trading Standards. Order reference is 231950 so you can check and confirm that this explanation is entirely truthful. I’ve wasted time trusting you will action this sale of a perfectly good condition and fully working phone which was fully screen protected prior to sending to you. It has no marks or scratches and is in perfect condition as the pictures of it that I took before posting it to you will show. I paid £10 sending you my phone by tracked delivery, which I clearly wasted! You’ve made no offer to reimburse this cost! And you should be ashamed of yourselves for your methods which are questionable, as has been my experience above! ——————- Your response dated 30/4/25 has a number of inaccuracies within. I paid £9.50 to post my phone to you by next day tracked delivery (in perfect condition as my photos will show, but there is no facility to show this on this site) and your staff signed for it within days, not weeks as you’ve tried to suggest- It does not take 11 days for a phone to arrive so anyone reading this will know who is telling the truth ie you suggesting the phone arrived in your possession on 28/4/25 is a blatant lie! Your report suggests the battery is at 85%, and no where does it say ‘below 85%’. You’ve ignored so many important queries raised and chosen to focus on just a few. You’ve ignored your false assessment of my phone which other reviews have stated you’ve done to them too. Then you try to get us to accept a half price reduction. Disgusting and disgraceful behaviour from a really poor firm with no concept of customer service. You only just sent me an email today with the tracking number today - I am yet to receive the phone and tracking does not show any information so I suspect this is being despatched today, not the same day you rejected my offer was rescinded as you suggested in your reply to the above review. I will leave it to others’ judgement as to whether they should run a mile from you or not. I know what I’ll do in future - avoid you, without a doubt!!!!!