I was out of my old contract and 'upgraded' my phone in store - new phone and tariff but same provider. I realised within the hour that the phone spec wasn't what I wanted - the new phone was 16gb instead of 64gb. I hadn't opened the box or sim card and thought it would be simple to return the phone and get what I wanted. I was happy to pay extra for this. My mistake! Policy says no and there is absolutely no discretion. Once they have your money customer services is irrelevant. 2 areas for immediate staff training which would have meant I am not stuck with a 2 year contract for a product that doesn't meet my requirements: 1. Go through the spec at point of sale to confirm the buyer is getting what they want (this didn't happen although the 'manager' says it does). 2. Don't pretend that people read the 4 pages of terms and conditions at point of sale and just say that there is no cooling off period for upgrades. Finally, how a customer complaint is managed often says a lot about how customers are valued. Carphone warehouse clearly doesn't care about its customers beyond getting their money. This is not a way to run a sustainable business. I wont be going back and would warn others to beware this company.