I have sent them a mint-condition device. It's almost 22 months old. They quoted a high buying price yet after chasing them on the return progress they send me an email saying the battery needs replacement (it's currently holding 88% of its original charge), and the casing is damaged (which is simply not true unless it happened during shipping which is highly unlikely given how well it was packaged, or they themselves caused said damage following taking delivery). The screen and back had not so much as a hairline scratch on it, and neither did the metal bezel around it. They, as a result offered me almost £100 less. Their phone line does not work - whenever you select any option to speak to someone other than the sales team, it disconnects your call. Since you go off "5-star reviews" for what is essentially customers who bought phones, you only find this out when you start trying to get hold of somebody. I hope I receive my device back in the condition though I wouldn't be surprised if what I get back from them, is not what I sent. There should not be an aggregated review option for this organisation. Clearly the two different operations they run as per the prompts on their phone systems (stating clearly that it's 2 separate operations) have vastly different reviews. It's misleading for consumers to see a load of 5 star reviews from people who BOUGHT phones from them, when the ones SELLING their phones to this organisation clearly doesn't seem to be experiencing the same level of service. Having not read detailed reviews before sending the device off, and having now dug through the other poor reviews left by others, it's clear that the trade-in/device recycling purchase service they offer is as I have experienced it.