So I purchased a phone in the Fenchurch St store sim free (yet still get asked who I am were I live etc... It could have been a gift). I get back to my office turn it on, set it up as you do. Almost instantly error messages star appearing, I do some troubleshooting (yes I said troubleshooting) and discover this shouldn't be an out of the box fault and reset the phone. I start again the same thing happens, by this point the Fenchurch St store has closed so I call CW and explain the fault which the chap on the phone had never heard of (he only works in a mobile phone shop and I found it instantly on google). I asked him what to do and he said bring it back so I asked which store near me had stock and he said only Bluewater. I go to Bluewater (where there are 3 stores and he couldn't tell me which one) and of course go to the wrong one first but I explain the situation and the fella tells me to go to the downstairs shop where they will swap it for me (this is about 8pm). I go downstairs to the 'stocked' shop and even though they've just been phoned they have no idea why I'm there. I explain it all again with photos on my work phone of what the screen error was and the chap agrees to my swap but ONLY if he's got more than one because if he's only got one he'll need to keep it for a potential contract customer (more money). There's 2 hooray! Of he goes to collect my replacement, comes back and scans a bit of paper that apparently verifies the exchange but wait, this exchange sheet has already been used and the can only be used once?! He says he doesn't think they have anymore and without the bar-code he can do nothing (he's wearing an assistant manager badge but can do NOTHING). I explain It's a 10 mile round trip to this store and I'm leaving with either a phone or a refund - the replacement phone is there in front of me but again without scanning the bar-code he can do NOTHING. I question why there aren't more forms, or why used forms are not thrown away (or why in 2017 they operate this way) whilst losing the will to live. He says he asked for new forms 2 weeks ago but head office only send one pack at a time - WTF? He then goes to email head office (taking the replacement with him). He comes back having found more forms hooray again! But they are all invalid (it's now 20 past 8). I suggest it's not the forms but the computer - it looks like it was installed in 1975 so off he goes to email head office again. 2 minutes later he's back, he now has to run a diagnostic to see if the computer picks up any errors on the phone - it's the only way he says. 2 minutes, 4 minutes, 6 minutes pass - for the first time I noticeably vent my anger - how long is this going to take I ask? Don't know he says, before going on to say he's trying to help and if I don't have the time I should go back when I do?! (With my faulty phone of course). The diagnostic finishes and he is able to type in a faulty code - triple hooray I'm free! ...But wait I need another receipt for the exchange he tells me - OK then give me the receipt? The printer's warming up it takes a few minutes! AND YET THESE F*CKERS GET UPSET WHEN WE LOSE OUR TEMPER! I left the store some 40 minutes after I went in with a replacement phone that so far is OK but without any apology (he was of course doing his best) and the best part of an hour of my life I'll never get back. W*nkers.