Three trade in scam

[Langers24]

I upgraded to a new phone and was promised a competitive trade in price through the three trade in program. I was offered an additional 200 on top of what they valued at so thought I would take them up in the offer. I sent my old phone back after I had received my new one and I can see by the tracking that it was received a week ago but I've had no correspondence since or anything at all regarding the trade in. I tried to contact Ingram (third party) several times by phone, which just rings out until it hangs up the call, and via email. The email just gives a standard 'we will reply within 24 hours'. Of course they don't and I am concerned reading others experiences using this service that this is some sort of scam and that three try to pass the buck and hold no accountability. Anyone from three that can help would be much appreciated or others with past experience that have been able to get their money?

[MHS]

Ingram and Three are terrible. Ingram haven't replied to emails for 3 werks. I complained yesterday to Three and they suggested I sell the phone to a friend or family member instead. Insulting.

[JonathanB]

Hi @MHS,

That's really disappointing to hear. If you can let me know a bit more about your experiences then I'll be happy to flag up your feedback. I'm not clear from your post, has your phone been sent to the Trade in team and you're awaiting the confirmation or payment, or what was the reason you've had to email the team at Ingram?

Thanks,
Jonathan

[MHS]

I had a query regarding the trade in value before I returned the phone. Ingram's automated response to the email stated they would reply within 24 hours. Unfortunately after three weeks without reply despite me chasing, I contacted Three customer services and the quality of response was appalling.

Essentially it boiled down to Ingram not being Three's problem, but it's Three's reputation that Ingram are damaging so I think that's a very odd attitude.

I think it's resolved now but will reserve judgement until they have processed my payment.

[JonathanB]

I'm sorry to hear of this, I can reassure you that we are passing on feedback about our customers' experiences shared here on the Community, so I'll certainly highlight what you've said about difficulties getting clarity from both the Trade in and customer services teams.

Please do let me know when the payment has been received, or if you need any further help with this down the line.

Thanks,
Jonathan

[Langers24]

Quick update.

I did manage to get hold of Ingram after several attempts and after a very long hold. They have forwarded me an email to say they have received my device and that it is three who would be processing the refund so to get in touch with them. I did contact three and raised the issue with them and was told the payment would be sent on Friday 10/03. We are now on Monday and no sign of my money yet but at least I have a trail to follow and it seems to be back in the hands of three. It's just a complete mess and I have no confidence that my money will arrive but I will give it a few more days before contacting them for an update (again). I hope others have managed to get somewhere with their trade ins?

[JonathanB]

Hi @Langers24,

I'm sorry to hear of all the delays, but glad to hear this seems to be on the way to being solved now. A refund can take a couple of days to process, please let us know if you've received the payment later in the week.

Thanks,
Jonathan

[Langers24 · Accepted solution]

Final update

I received my refund on my PX this morning.

I hope others will have a resolution soon if they haven't already!

[sjb287m]

Following this closely as I am at the exact same point as you. Returned my old phone for p/x value of £286.00 plus a bonus £240. They received it on 1st march, still heard nothing (9th Mar). Sadly it sounds like this is an ongoing problem/con??.

[JonathanB]

Hi @sjb287m,

I'm sorry to hear about these delays with your trade in payment. Did you receive the email from the Trade In team, to confirm they'd receive the phone, the final amount of the payment, and when you should expect to receive the payment? If so, what date did the team advise?

Thanks,
Jonathan