I sent them my phone in near perfect condition on time and in the packaging they provided. It arrives and they knock almost £100 off the quote due to the condition but give no reason or evidence as to why. It takes until I email them for them to actually give any indication as to the problem and they send my pictures of a phone that has screen that looks like it has been slid across the floor and back multiple times and is covered in scratches. I was shocked and sent them the pictures I had taken of the device beforehand - bare in mind that these photos had all of the envirophone packing in the back ground (labels aswell), yet they come back and say they don't think that I have sent them pictures of the same device I physically sent them. The quite rude customer service person says they can not do anything about it at all and say it's either that or nothing. I was forced to accept their offer as even if they sent it back then I wouldn't be able to get anymore for it anywhere else; after doing so l email them to see if they can help me maybe claim money for the damage from Royal Mail if it was them who damaged it and they have completely ghosted me ever since. I have previously used envirophone with great success and have recommended them to my friends and family who have used them and one of them did have a similar issue to me as well. I will not be using nor recommending them anymore as I am frankly appalled.