I was given a quote of ?137 for my phone and, having sent the phone to UR, received a revised offer of ?86, because the phone was not "in pristine condition". I was surprised by this as the phone was a newly refurbished model that had never been used since refurbishment so could not be in more pristine condition. It even had the plastic protection on the screen and back.I rejected this offer and UR made two subsequent offers – ?100 and ?115. I rejected both of these and asked for the phone to be returned which did not happen after two weeks. I sent an email asking for clarification but did not get a response.I wrote a one star review here on check review and shortly afterwards was contacted by Kimberly from the customer service team.She said that the phone had been assessed as pristine but wrongly entered in the system as poor. Their systems then made the series of offers. She checked why the phone had not been returned and it was because Royal Mail had 'lost' the package, which in her experience meant it had been stolen. She arranged immediate payment of the full ?137Conclusion - UR care about their customer service and reputation but their processes and systems currently are weak and let them down.Thank you to Kimberly for sorting the problem so quickly once it came to her attention!If you have a problem with UR, post a review on check review - I got the idea from another reviewer who had got a quick response when posting a one star rating.
