I ordered a new phone from them and did the trade in of my current phone. I opened a chat with a representative who assisted me in the purchase/return. I informed them that the back of my phone had a crack and they stated that was fine as long as it wasn't on the front. So, I proceeded with the trade-in. I received my new phone and then an email from Samsung saying that my return was not acceptable and they provided me with the form to initiate a return of my phone. So, the next day I filled out the form. Waited...waited...waited...finally months later I contacted them about the status of my phone being returned. They said that it was beyond the date and that I didn't fill out the form so I would not be receiving my phone back (or the credit for the phone). I continued sending them emails stating that I had ALREADY filled this out and their response each time is a reply with a blank body in the email. Their customer service is AWFUL. I really wanted to get a new phone for my husband but will now be going elsewhere.