I visited the Carphone warehouse in Surbiton on Saturday 29th October 2018. Having just come back from abroad, where had my phone stolen, I visited the store to get a replacement. I had previously been on a monthly-sim deal with EE but could not afford to purchase a new phone outright. The experience started off well besides a long wait, when I was served by the store manager who informed who went straight into sales mode, he reassured me of the Huawei P20 and P20pro and their specs, which are the phones I wanted to go for. The deal he told me of was much better than the ones being offered by EE so I was pleased. EE had waived the upfront cost, but the manager said Carphone Warehouse could not do , but I was not bothered as it was a good deal. When I had managed to get my account unblocked from EE their system apparently crashed, when they managed to get my details up the offer was no longer available to me. The monthly cost had risen, the upfront cost had risen, and the data allowance had gone down. He informed me then that he only had 2 phones of the p20 pro left in stock, in black and purple. We joked about me not wanting a purple phone. He sold me the phone again and said now that he could waive the upfront cost (??) or he would throw in a clear plastic phone case for the deal. I decided it was like the deal offered by EE and I decided t have the upfront cost waived. At this point the time was already 18:10 and the they had closed the shutters, I really appreciated this as the clearly knew how desperate I was for a phone. He then proceeded to finish off the transactions and make me sign all the paper and then sold me the insurance package, after my terrible experience of having my phone stolen I went with it. Him and his colleague then went into the back to get my phone. Surprisingly I had to wait a further 15/20mins as they were in the bank, his colleague then came from the back and said the phone was coming and the manager was getting it out the safe. I joked it must be a secure safe, when I was told it is on a timer and they must wait a certain amount of time to enter. This surprised me as the customer they had served before, the customer assistant got the phone in 2 minutes from the back. I waited passionately, then I noticed his screen was visible to me with my details. It stated that the invoice could not be completed as there were 2 items of stock missing (presumably the 2 black P20pros). Anyway, eventually the manager emerged with a box and my new sim. I completed the last-minute things and thanked them and apologised for keeping them in the store after hours. I had phones from Carphone and EE before and normally they would unbox the phone and insert he sim for you then and there, but I appreciated they wanted to get home. When I got home I unboxed the phone and found a plastic case for the phone which made me laugh. I decided to forget it and inserted the sim and updated my new phone with the updates and the last backup from my stolen phone. The next day was when I recognised that the phone looked different, it was purple. I checked online to see if the black P20 should have such a dark purple back affect, which it is not. I then realised I had been provided the wrong phone. It hit me that I had been played for a fool really and conned thinking back about him saying he could not waive the upfront cost; there was no phone case in the box; the length of time it took them to get the phone from the safe; the screen saying two items were missing from stock and the phone box having not being opened in front of me. I will be contacting customer services and whoever to resolve this as I feel like it was like daylight robbery and that my experience of having my phone stolen was taken advantage of to get a sale. Furthermore, there have been similar complaints made about the same individuals and nothing has been done? https://www.google.co.uk/search?q=carphone+warehouse+surbiton&oq=carphone+warehouse+surbiton&aqs=chrome..69i57.5763j0j7&sourceid=chrome&ie=UTF-8#lrd=0x48760bb5ec45f703:0xedb6d0e7161dc4b5,1,,,