Carphone warehouse customer service is borderline criminal... I am now paying a 24-month contract that I don't want, for a phone that I did not receive. Story in a nutshell... - Accepted phone/ 24-month contract upgrade. Dec. - Regrettably changed my mind within the 14-day cooling off period (before receiving phone). Called carphone warehouse who contacted DPD to return phone. - DPD loses phone. They advise it is up to carphone warehouse (the sender) to resolve the issue with them. Agreed. - Carphone warehouse refuses to cancel contract or cooperate to resolve lost phone issue. They even refuse to provide any written evidence that I ordered the phone to begin with. Their advice is it is a "civil matter" between DPD and myself and I need to contact the police. Ridiculous. -I now have no option other than to recover charges through my bank or raise the issue through the regulator. That was the short version after going in circles with their customer service. From speaking to multiple customer service representatives, I found that as we approached an impasse, they would be quick to become argumentative. Several occasions where I would be put on hold then cut off. Occasions where they advised that I would be contacted again or receive additional information, then nothing. There was absolutely no expression of empathy to the issue, and no willingness to provide further advice. They simply washed there hands of the issue. The one and only positive is that they are quick to get hold of without any waiting time. To conclude... Don't risk/ waste time with a third party seller, even one that seems well established like Carphone warehouse. Go direct to the network company (Vodafone in my case), or avoid phone contracts all together.