My 71 year old disabled mother receives a call apparently from Carphone Warehouse advising that her contract is up offering an iPhone 5. My mother verbally accepts this with the phone being delivered to her. I explained to my mum that she already has an iPhone 5. She goes to the Carphone warehouse shop to cancel who state this is nothing to do with them but rather e2save. (The first time we have heard this company mentioned) The phone never arrives. Two calls follow to e2save I recorded both transcripts. The worst customer service I have ever encountered and a foremost expert in customer experience in the UK I have lots of experience. The first call was a waste of time with the operator refusing to put us through to a supervisor, the second call at least some progress. My mother requests to cancel, the operator states she can't cancel unless the phone is returned, we ask where the phone was sent to, apparently it was sent to a Carphone warehouse shop (against her wishes) some miles away from where my disabled mother lives. They are asking her to go to the Carphone warehouse shop to pick it up and send it back before they will cancel. Really!! A disabled partially blind pensioner who doesn't understand what's going on and why Carphone warehouse won't take responsibility. 1. E2Save misrepresented themselves on the sales call. I've requested the transcript via the information commissioners office. 2. The worst customer experience I have ever encountered. 3 Your customers are real people in the real world, start thinking outside in or people will vote with their feet and more and more reviews like this will make the business (Carphone Dixons e2save) untenable. Happy to send the transcripts to e2seeve leadership and to others to see how customers are treated. Abysmal!!!