Review Time
19.06.2025Update to Review Since submitting my review on June 17th, I am pleased to share that the situation has been resolved.I received a call from Lucy who provided some clarity regarding the issues I highlighted, in particular the 3-7 working day payment window and was able to offer a mutually acceptable goodwill gesture.This reflects positively on the Company and their focus upon customer relations.This has changed my perspective and rather than not using UR in the future, I would seek their assistance should I need to recycle a device going forward. Having searched through a number of Mobile Phone Recycling comparison sites to sell my IPhone 11, UR offered the most competitive price ( ?155).Although the phone was in very good condition, I anticipated some reduction in that offer, due to the extensive inspection protocol.I was surprised and not in a good way, when an offer of ?77 was presented.This I declined. Within an hour, an improved offer of ?100 was sent; this I also declined.No further communication occurred until the following day when I made contact with UR Customer Services. TBF they were courteous throughout the process but, I requested that the phone be returned. This is when an improved offer of ?120 was subsequently agreed upon.I then received confirmation of the improved offer and that the payment had been processed (Thursday June 5th) and would take between 3-7 working days to be paid. This is of course absolutely ridiculous as will be proved shortly.The 7th working day was Monday 16th; nothing, so by the morning of Tuesday June 17th I was livid.I called UR Customer Services and explained that it was unacceptable and they were in breach of their own terms and conditions of sale. The payment was paid within the hour!!Two questions; Why wasn’t I offered a decent offer for the phone from the outset; ?77, ?100, ?120?Why wasn’t the process completed as per UR’s own promises and why wasn’t the agreed payment paid immediately?Iam sure that had I been purchasing a phone from them an immediate payment would have been insisted upon and not in 8 working days.
Well, they keep asking me for a review, so here it is. I bought a Samsung S20+5g and didn't use it for a while, when I did turn it on it has a green line down the screen. I emailed them a couple of days ago not to raise a complaint, but to maybe ask for a discount code to buy a new phone. The only response I have so far is asking for a review, well, you asked for it.UPDATE; after a pleasant phone call from UR, I was pleased to be informed their phones have a 12 month warrantee. They are edging towards a 5 star review!
If you want a fast turnaround, don't use this company! After sending off my old Samsung phone well over 3/4 weeks ago I received a revised offer of ?45 (my initial offer was ?130) as my phone was in a 'used' condition. I rejected the offer and they sent me another offer of ?65. I rejected this too. I was then sent another offer of ?80.. (so much for being in 'used' condition. They clearly wanted my phone!) So I tried to call them, over and over again.. getting cut off after 10 minutes of being on hold, every time I called. I emailed them.. twice! My emails were ignored. Then I received an email telling me 'your payment has been processed' I should receive my payment within 3-7 days. Well, we're now on day 7 and still, I have received NO payment and since this company are virtually impossible to get in touch with I am now leaving this review. Absolutely livid!!*edit to add* I appreciate you trying to reach out, Lucy but you called me before 2pm. If you had bothered to read my original email you would have seen that I had asked to be contacted after 2pm. I am very busy and I do not have time to keep trying to get in touch, especially as my previous attempts have been a waste of my time. I find it quite comical that you have asked me to email you when I have literally written in my review that my last 2 emails have been ignored. If you would genuinely like to resolve this then please try after 2pm. MON - THURS*EDIT*Very happy with the outcome after speaking to Lucy on the phone earlier. She was extremely understanding of my frustrations, very apologetic, and genuinely wanted to resolve the issue. She also revised my offer further which I was very happy to accept and payment was made within the hour. Therefore, I am changing my review to reflect the overall outcome. Thanks Lucy! Top notch customer service ????
Initially unhappy at service and communication however contacted by Lucy in the customer service team who very swiftly rectified the issue and payment received almost immediately although was advised it would likely be the next day.If this level of service was offered at all time then they would not get any negative reviews at all.Thank for you reaching out and resolving it very swiftly
I brought the new Samsung phone a few months back. It works perfectly ???? Im very happy with the purchase, I think it's really important for the environment we try to look for alternatives like this, reconditioned equipment.This is my third phone from this company over the years. For myself and family members. Always a brilliant service. With good sound equipment.
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