"I bought an S23 Ultra on November 15, 2023. The phone arrived on the 16th without bubble wrap, which is standard for preventing damage. Unfortunately, my box was damaged, prompting me to contact customer service. After a 15-minute call with advisor Shanna and her manager Matt (or Matthew), they offered a meager £10 refund. Returning the phone is an option, but it's inconvenient, especially since I purchased it through a Vodafone contract, affecting my credit score. Now, I'm torn between accepting the £10 or going through the hassle of returning the phone and seeking a new contract elsewhere, risking another credit check. I considered buying a box on eBay, but they refused to increase the amount or send a new box.I voiced my concerns to Shanna about the inconvenience of their exchange process, which takes up to 10 days. I find it ridiculous that customers receive their orders next day, but exchanges involve packing, labeling, and sending the phone, resulting in a 10-day wait.I caution others to stay away from Mobile Phones Direct, part of AO.com. The manager, Matt, should address concerns with the courier, DPD, or consider adding bubble wrap for a small cost to avoid tarnishing their reputation. Despite being in the process of a house purchase, they showed no remorse for the potential impact on my credit score.I paid £349 upfront for the handset, and I believe I have the right to receive a perfect product, considering the total payment of £1024. I hope this review helps others, and I urge the managers or CEO to take action. I'm still within the 14-day cooling-off period, considering alternatives like purchasing directly from Samsung without contracts. This negative experience contrasts with my positive experiences with Mobiles.co.uk, part of Carphone Warehouse, in the past."