I AM REPORTING TO OFCOM, IF I GET NO RESPONSE.... What I have experienced is illegal, have already done my checks. IN A NUTSHELL I HAVE SUFFERED THE FOLLOWING: 1)First and foremost, Customer Services are horrendous. Rude, obnoxious, accusatory (accused me of lying, pulled my story apart (like a trained Gestapo agent), NOT NICE to have it pulled apart viciously. Oh & before I forget, I got accused of being deceitful.. NICE !!! ). The managers raise their voice like they are speaking to a dog. They shout at you but when you shout back, they put the phone down, everyone from bottom to the top are uneducated about Carphone Warehouse T&Cs to the point they give false information, and their conduct Must be illegal. They have no idea of British consumer law but still think they are the authority. 2) I paid £365 up front. No invoice / No receipt / No T&Cs issued and no way of getting a copy. (if that is not illegal it is highly unethical) 3) The 14-day cooling off period was not explained to me properly, NO T&Cs sent to me. Tried to get confirmation from Customer services several times and got told incorrect information!!, tried to get to speak to a manager for cast iron solid information 3 times and got no call back 3 times!!!!! This RESULTED IN WANTING TO CANCEL, and I tried to do that on a day that I thought (and was led to believe) was "day 14". Only to be told "day 14" was the day before. So basically, I was lied to by customer services and given the wrong information. 4) I have been robbed of my Samsung free gifts which I found out the day the "cooling off" period ended. (It was the only reason I went with Carphone Warehouse in the first place) and that is plain theft and shadiness. 5) Had no confirmation whatsoever, that I will get the extra £100 for my old phone "trade in", that I was promised. (based on my experience I honestly feel if they can find a way to wriggle out of that too, they will). PROBLEMS WITH SOUTH AFRICAN CUSTOMER SERVICES South African customer services (its impossible to speak to anyone in UK), are ill mannered, and rude. At best, the lower-level customer services are tantamount to being drones, reading from scripted sheets. At management level they enter into a new level of rudeness and disgusting behaviour, they make things up if they don't know the definitive answer or make assumptions about matters (UK Law for instance) they actually know nothing about. No matter how high you demand to go up the ladder (I have been to senior management level) they have no power to solve problems, all you receive is a blank "NO WE CAN’T HELP" or "REFER TO T&Cs" or lies. Their stock answer is almost always "REFER TO T&Cs". I ask them to send the specific T&Cs that they are referring to and they do not even know where to locate it themselves, often sending me links to T&Cs that have nothing to do with the topic of discussion. It is obviously taught to them to say: "if you get in a tight spot with a customer, tell them to refer to the terms and conditions".... ITS BEYOND LUDICROUS. Carphone Warehouse have given Customer Services in Sth Africa ZERO ability to use human judgement. If the "computer says NO", it is a NO forever. No matter how plausible and truthful the reason for why you need X, Y or Z, if the system will not let them do it, you can NEVER get it done!!!! SO standard process of complaints I have made.... STEP 1: Starts out with a “NO we can’t help" from a customer service agent. STEP 2: It is escalated to "refer to T&Cs" if I push for solution. STEP 3: I ask to speak to a manager and on 3 separate occasions I got told I would get a call back... DID NOT GET ONE SINGLE CALL BACK. Only time I get to speak to one is AFTER the 14-day cooling off period (convenient!!) STEP 4: I speak to a manager (eventually) and they turn it around and blame me!!! she made me feel stupid, wouldn't listen to a word I said, "butted in" throughout my explanations, and she would not deviate from what she believed was right ... show no compassion other than the occasional "sorry" that has no meaning. The worst experience is being accused of lying .. straight up!... or the excuse for not getting a call-back was that I should have chased it up. SERIOUSLY!! I called 3 times, so you expect me to chase up on a daily basis.... JOKE OF A COMPANY!!! Once that handset is sold, they make it purposely difficult to get information that could give you reasons to leave. Had I had the answers I got literally on the day after the cooling off period ended (very convenient) I would have canx 5 minutes after I bought the phone. NO INVOICE I have no invoice/ no VAT receipt, no terms, and conditions. South African CS cannot issue a replacement, it is not possible for them to. It does not matter that not issuing one in any form is unethical and possibly illegal. No matter how hard I try I cannot get one... I have spent 5-6 hours on the phone trying.