I bought a new contract online on October 10th to be delivered the next day to nearest available store. I was going away for work so needed it straight away. I went to the store in Christchurch the Currys PCWorld branch. The phone was there ready for me to pick up. I had my bank card for confirmation, note: I have only one bank card, yet it apparently did not match the card details I had ordered with, again I have only one card. Thus I was unable to pick up my order. The instore assistant then said he couldn't cancel it and they couldn't offer me the same deal instore - I had to insist they cancel it as it wasn't my fault. S So they refunded it - or so I thought, with me leaving the store empty handed. I then went away on business and whilst away I noticed that I had still been charged a the set up fee and extra pack which I bought totalling 40 pounds. I called whilst away and spoke to the most inadequate customer service agent ever. She had me on the phone for 40 minutes to finally tell me there was nothing she could do. She said there were no managers available to speak to me, when I asked to speak to the complaints department she said the complaints department was down then proceeded to tell me they were the complaints department. After getting back to the UK I have spent 4 hours in total on the phone. An agent told me i had to go instore for a refund so I returned to the store where I had the phone delivered and on arrival they said they couldn't return it and that I should speak to a customer service agent!!!!!! At this point I was incredulous and extremely annoyed at which I refused to leave the store until they resolved it. The guy instore himself even had to call Carphone Warehouse customer service line and go through the same ridiculous process. He also spoke to someone within the UK customer service team, for which I can find no number and they said the would send the problem to the banking team. This was a week ago. While instore I managed to get to speak to a manager albeit on the phone still. While doing this they assured me that they would send the refund plus 30pounds compensation - a measly figure imho. At this point I should note I had been in the store itself for 2 hours. I accepted the poor offer in hope that it would actually happen, I was assured the refund and compensation would appear in my bank after 3-5days this is the 6th day of that time and still no refund. I was also assured I would get a phone call to confirm my refund and they have never called me back once. So basically Carphone Warehouse have taken money from my account in return for no product or service and not given me a refund for it. I'm pretty sure that's in violation of the trade descriptions act. Carphone Warehouse and their system or lack there of is without doubt the WORST experience in retail I have ever had.