I recently went onto the Carphone Warehouse website to look at upgrade deals on EE. I put in all my details to see which phone I could upgrade to - the website didn’t work and displayed nothing (I should really have taken this as the first warning about the service I was going to get from Carphone Warehouse). Later that day, a lady called me and went through a number of upgrade options with me. She was very helpful and offered me 3 different upgrade options, a Samsung, an iPhone and a Huawei. I didn’t really know the difference between all the phones and she talked me through the phone specifications and the data, minutes and calls that would be included in each package. She told me about a Huawei P20 Pro and talked about the 40mp camera and other features of the phone. It sounded great but I said I didn’t really want to pay the £42 a month she initially said I’d have to pay. As sales people do, she put me on hold to ‘talk to her manager’ and came back with a lower price. The phone arrived the next day. I set it up and was happy until I realised I’d been sent a P20, not a P20 Pro - a cheaper model that I could have got a much better deal on elsewhere - which most definitely doesn’t have a 40mp camera as claimed. I went on to the Carphone Warehouse website and used their online chat to speak to an operative on there. She checked my account and said that a p20 was the correct phone that I should have, I explained that the information she gave me didn’t match the phone that was initially described. I suggested that they listened to the recording of the initial call, it was confirmed that the call would be recorded but they didn’t listen to the call. After a number of minute delays between each reply, eventually I was told that I could either call the helpline or take it back to the local store - but they couldn’t confirm that they’d honour the deal discussed on the phone intiially. As I was staying away from home, the nearest store was a 45 minute drive away - I decided to call the helpline. The helpline was having technical difficulties and the ‘system' was 'down’. They took my phone number and said they’d call back in 30 minutes to an hour. Predictably, they didn’t call back. That evening, I went online and sent a private message to the Carphone Warehouse site requesting that they called me back as they’d promised. The next day I got a reply, apparently they ‘can not escalate callbacks on this platform’ (why different departments cannot communicate with each other is beyond me). I called the helpline again and was told that it’d be difficult to deal with on the phone and it would be best to go to the local store. I drove into Aylesbury, which has 2 stores. Initially I went to the one on Cambridge Street. I explained my situation and the very panicked man in there said he’d have to go and get help. He came back and said he couldn’t process the return as they don’t have a store manager (what??) and I’d have to go to the other store on the High Street. So I moved the car, paid for additional parking and went to this store. When we got there, the man cancelled the contract, said I’d have to wait another 3 days at least before I can upgrade again. Luckily I kept my old phone so I am not without a phone. So now, the nearest point I’ll be able to upgrade my phone to the model I initially wanted is August 9th - 9 days after the initial call to sell me the phone. I find it very interesting that when the Carphone Warehouse want to gain your money, someone contacts you straight away and cannot be more helpful. As soon as there is an issue and help is needed, you get passed from pillar to post and no-one can help. I am really disappointed in the Carphone Warehouse and the structures that are in place. I am hoping that the cancellation has been correctly processed and that I will be able to upgrade successfully in a few days - I assume there won’t be much support in place if anything further goes wrong with this.