I feel like this should be broken into two parts the first part was in store. I went into and spoke to someone called Joseph for a while about trading in my canon 6d and lenses for the Fuji xt2. I decided to do it and after speaking via email you were able to match my WEX trade in offer I had to so I went into store to trade it in. The body had to be ordered into store before hand and the grip had to be ordered for a later date and the lenses you had. In store the trade in took a long time because of it being ordered in and getting the paperwork correct some kind of return onto card etc so I can do the £200 Fuji cash back (which I haven't done yet and will see if the paperwork is ok for Fuji) this was fine as the manager and guy serving me were apologetic and I didn't mind the wait. I left store with the body and lens but waiting for the Fuji battery grip to be delivered. At this point I was happy with the service. I called back a few days later as I noticed you had the grip in stock but I still didn't have word that mine was on its way. I spoke to someone on the call centre and after giving my details said I hadn't paid for the grip this is why it had not been sent (not very politely) I said again I had paid for it as I had traded my equipment in and paid the difference. After a while of basically being called a lier I was told he would put my to his manager as there was nothing else he could do. He then said he would look into it and personally call me back. Later that day someone else called me back to tell me they had sorted it out and I had paid for it and they would most likely send it to me that day but he would send an email once it was sent. A few days later I got a notification from Fedex saying a parcel was on its way. A few days after that I received the grip. All in all it wasn't the best experience. If everything had been done in store I would have left happy it was the after service with the online part that was very disjointed and left me not want to use your company again especially online. Like I said the people that served me were very good in store and after leaving that day I even talked a friend into trading some equipment in there but now I wouldn't.