I used my mobile phone upgrade at Carphone Warehouse, I ordered a phone which was meant to cost £60, they sent the wrong model which was completely different and only costs £1.50 on their website. They failed to deal with this over the phone, saying that there was nothing that could be done, they also failed to deal with it in store as they said it was not a store issue. I sent 3 emails over a 30 day period and had no reply, I only received a reply when I publicly shamed them on their facebook page, I was simply offered a refund for the phone that I received (I only paid £5 of the handset cost, the rest of the cost was covered by my upgrade package) and stated that my upgrade will still have been used and nothing could be done about that. I finally stated the sale of goods act and threatened to report them to trading standards and OFCOM and was finally offered £49.99 credit, which enabled me to purchase the original handset I had ordered. Bear in mind I purchased the phone on the 7th of July, this is now the 7th of October. The issue was never really fully resolved and the final agreement was a compromise in order to prevent me from taking the issue to trading standards. I made several trips to the store, spent a long time on the phone and many hours writing emails and communicating via social media to get this fixed, I'd have been as well cutting my loses from the start and would have done so had I known how much effort would be required on my end to fix their mistake.