Worst customer service experience I have ever had! I ordered a new Samsung Galaxy S21FE which was advertised as minimum £150 cashback when you trade in ANY smartphone in ANY condition. I checked with staff in-store at Currys in Bolton before I ordered and confirmed I would get at least £150 for my current smartphone (Sony Xperia 5 ii). After placing the order, I called customer services (which takes approximately 40 minutes to get through), only to be told they couldn't process the trade in as my phone make and model wasn't listed. They advised I would need to visit the store to process the trade in. On visiting the store, they advised the ANY make/ model trade in offer doesn't actually include my Sony Xperia phone and I would need to contact customer services to cancel. Customer services have refused to cancel the order, as the new phone has already been dispatched to Currys in Bolton. They expect me to collect the phone from the store and return it to them at my own expense which I naturally refused to do. The CS team then transferred me to the sales team and said Sales would be able to cancel the order and arrange collection of the phone (more hold time). Sam in the sales team spoke to his 'manager' and said I needed to leave the phone without collecting it at the Bolton store and the order would be cancelled automatically after 14 days, which (conveniently), is the same length of time as the cooling off period so again I declined. Sam then agreed he would arrange with the customer services team to have the phone collected from the Bolton store before putting me on hold. After another lengthy hold time, I was blind transferred back to the customer services team. I then asked to speak with a manager and was put through to the sales team manager, Jason who agreed that the situation was ridiculous and promised he would speak with customer services personally to arrange the order cancellation. Again, I was placed on hold and got transferred back to the CS team, and the call was cut off - I received no call back despite them having my mobile number on file. I called back AGAIN, spoke with an agent named Ijaz and asked to speak with the sales team manager Jason. Ijaz refused to transfer me to any manager and said he would arrange a callback which of course, I never received. After spending several infuriating hours on the phone with these disgraceful time-wasters, I have still been unable to cancel the order and will now have to waste even more time going back into the store to return the item at my own expense. From the other reviews on Truspilot, it appears the Carphone Warehouse business model is to advertise fake offers and then rely on a literally useless customer service team to ensure that customers are unable to cancel before the end of their 14 day cancellation period. Absolutely appalling!!