Unfortunately, my experience with this company has been awful. In my opinion, they are likely to be committing fraud/scams. Firstly, after being quoted ?570, I had my offer reduced to ?270 for minor scratches. I accepted this (as who am I to judge the quality of my device). Then you’re advised that payment will be made within 3-7 working days, it’s now been over that and payment still has not been received. When you try to contact customer service, you’ll stay on the line for 10 minutes before you get automatically cut off. If you try to email, you’ll hear back in 5 days. Nothing about their selling process is quick or easy, and you do not get the best offer for your device. Their customer service is awful, and I think I’ll be lucky to receive my payment at all, given other reviews. I’d recommend using any other sellers. Whilst you might initially be quoted less, you’ll end up getting more after the initial evaluation, and you will actually be paid. I’m moving forward to report this company to relevant authorities, including MoneySuperMarket which is still selling through them, as it is clear their trading practices are dodgy at best. Just to further this, I have now lodged a formal complaint, which is as follows:I am writing to lodge a formal complaint regarding the unacceptable service I have received throughout the selling process with your company. This complaint concerns three key areas: the revised offer for my device, the poor availability and inconsistency of your customer service, and significant delays in payment processing.1. Inaccurate and Misleading ValuationI was issued a significantly reduced offer for my phone due to what was described as "minor scratches." Although I accepted the revised offer at the time, I did so in good faith, trusting your evaluation process. Upon reflection—and after reviewing similar customer experiences—it appears this is a recurring tactic: offering inflated initial quotes, followed by unjustified downgrades to reduce payouts. This approach is misleading and erodes customer trust. I have never encountered such practices with other similar companies and consider this behaviour exploitative. I will be escalating this to Trading Standards for formal investigation.2. Inadequate and Unreliable Customer ServiceI have attempted to contact your support team multiple times over the past week, via both email and telephone. Only one of my emails received a response, and that took five days. Phone support has proven equally inaccessible due to a ten-minute queue cut-off. On the rare occasions I have spoken to an advisor, I have received conflicting information regarding payment timelines. One advisor assured me that I would be paid today (the 7th working day), while another contradicted this, stating the previous information was incorrect. This inconsistency, paired with ongoing inaccessibility, further undermines trust in your operations.3. Payment Delays and Lack of TransparencyAs of today, payment has still not been received. I was told delays are due to processing "errors," yet BACS payments clear within three working days. Even with a margin for delays, payments initiated on April 30th or May 1st should have cleared by now. It is also misleading to suggest a BACS payment can arrive by 5pm, as they typically clear between 1–7am. Moreover, bank transfers are typically made and cleared within two hours, indicating that there is another issue present here. If there are staffing or resource issues causing these delays, they must be urgently addressed. Based on online reviews and my experience, it is clear that these are not isolated incidents.Even if I were to give your company the benefit of the doubt and accept these as a series of operational mistakes, the scale and frequency of these issues point to a deeper systemic problem. At worst, it raises concerns that your business may not have sufficient liquidity to fulfil payments, despite downgrading devices and presumably selling them for profit. While I cannot confirm this definitively, I will be proceeding with a formal complaint to Trading Standards and encouraging others to do the same to ensure a thorough investigation.I have also raised this matter with MoneySuperMarket, through whom I discovered your service. I have advised them that, based on my experience, UR is not a reliable or trustworthy platform and should not be recommended to other users.
