Samsungtradeinoffer Avis 65

Absolutely shocking service sent my phone in and it was in perfect condition. Just received an email saying they want £150 as phone back is raised. It definitely wasn't when I sent it. They are threatening to block my phone unless I pay. I'm going to take this all the way if I have to. I have a theory. The 3rd party trade in company get a bonus if they find a fault or damage. So I think they create the fault or damage to get the bonus.

Sent in phone for their trade in did a factory reset in settings. Later they claim it had the security enabled and denied trade in and charged back the trade in value. Then they send a message that they are denying it and you have that day to request them to send it back or they will recycle it. What a rip off they are

After trade in old phone, 31 days later I was informed my old phone have some dust in camera. Not even clarified as fault. I was asked to pay additional 150. I made a complaint but I was advised my new phone will be locked if I don't pay. Im surprised samsung having so bad third park company using they name. Shame of you !!!

My experience with Samsung’s trade-in programme was extremely frustrating and concerning this time (it is a shame that I have used this before without any issues).

I sent in my Samsung S23 Ultra in excellent condition in March (I even paid for extra postage and took out extra insurance for a piece of mind) and received confirmation the next day that it had been received and that no further action was required at this stage.

Then, 28 days later, I was suddenly asked to pay £150 for an alleged issue (“back cover lifting”), based only on a photo that did not clearly prove the claim. I strongly dispute this, as the phone was in excellent condition when sent.

This demand came well outside the stated time frame in their trade-in terms and conditions (10 days), which raises serious concerns about how these assessments are handled.

I was also warned of consequences if I didn’t pay, which added unnecessary pressure to resolve something I did not agree with. (Either return the new phone or pay £150 and if I didn't return it they would remotely disable the phone until a payment was made).

Only after I challenged the decision and escalated the matter was the charge waived, with confirmation that no further action was required.

While the outcome was in my favour, the process itself felt unfair, poorly handled, and unnecessarily stressful.

After reading other reviews, it’s clear that very similar experiences have been reported by multiple customers.

My advice: document everything, check the timelines carefully, and don’t accept additional charges without questioning them.

I also reported this to BBC Watchdog, The Trading Standards and Samsung itself as something fishy going on that they should be aware of. I encourage everyone that is affected by this to do the same.

Sent a s24ultra for trade in ,this phone was in excellent condition (full case , screen protector and camera lens protector).
Got an email stating the back had lifted and a bill for £150.
How can Samsung or it's representatives do this, even if the case had lifted how can they blame customers for a knowen manufacturing fault with their phones.
White goods ,four Tvs, sound bars and countless phones, sorry Samsung no more.

I am livid!! Had an email y'day saying the back of the phone i have sent for trade in is lifing off!!! That phone was in pristine condition only a few scratches on the screen!!! Now saying I have to pay £150 otherwise they will disable my phone!!! A bunch of conartists and I will b taking this further!!! Samsung trade in or MTR group get in touch cause I will take this lying down!!!

DO NOT USE SAMSUNG TRADE IN WHO OUTSOURCE TO MTR. SCAMMERS.
Sent in immaculate flip 5 phone for trade in to be told the bottom screen had pixel damage and the frame is damaged. Phone was packaged extremely well. MTR blunt and rude in responses, or dont respond to your questions, threatening my new phone would be shut down, even though I had paid to have my old phone sent back to me. Passing me to samsung to complain, samsung send me back to MTR, terrible service. Refused to let it drop and kept ringing samsung and emailing MTR, raised the complaint furthwr with Samsung to eventually be offered £50 voucher for online store, declined requesting to take this further offered £70 voucher to be used in samsung store and that nothing further would be offered. Awful service, and now have a phone that was fully working broken by MTR who clearly get commision based on amount of damage phones they find. Also, they waited.just over the 14 day cooling off period to tell you you owe for your 'damaged' phome. Yet my sister sent in an old model of phone same day as me, and was sent confirmation all was ok withing 5 days of receiving new phone - this seems to be a common theme reading other reviews.
Not very environmentally friendly samsung, you need to review your trade in process with MTR who are liars and break phones

Disgusting, abusive, gaslighting, harassing, manipulating 5 words to describe Samsung Trade-in team! Contacted to advise delay in returning old phone due to genuine illness. Point blank refusal to discuss, or extend return window. Continued to threaten deactivation of new device unless payment made immediately to value of trade-in. I tried multiple times to explain situation, still want trade-in, just need additional time due to serious illness. Not only did they double down, they point blank refused to take a complaint or provide complaint process. Ended up borrowing money to pay to stop deactivation of new handset, as that would have put life at risk. Which they knew. Yet they still have not removed deactivation threat. Absolutely disgusting.

I used Samsung’s trade-in programme and returned my phone in perfect condition, with photo and video evidence taken just before posting.
Samsung confirmed receipt the next day, but 18 days later I was told the back was “lifting” and asked to pay £150 or risk having my new phone blocked.
The images provided showed adhesive residue and separation that simply wasn’t there when I sent it.
Even more concerning, Samsung’s own terms state issues should be raised within 10 days—this wasn’t followed.
I had to escalate to the executive office before the charge was finally waived as a “goodwill gesture.”
This was stressful and disappointing as a long-term Samsung customer. I expect better transparency and fairness from a premium brand.
Advice: document everything and be prepared to challenge the process.

DISCLAIMER- I've used AI to help me write this review to write things more clearer and easily to understand about my experience.

I’ve been a loyal Samsung customer for years, which is why this experience has been so disappointing.

Over time, I’ve invested heavily in their ecosystem — from an expensive Odyssey G9 monitor (£1200), to multiple SSDs, and several flagship phones (S20 Ultra, S23 Ultra, and now the S26 Ultra). I’ve always trusted Samsung for quality and reliability, which made this situation even more frustrating.

When upgrading to the S26 Ultra, I used Samsung’s trade-in program and sent in my S23 Ultra, which was in mint condition. Based on that, I was expecting the agreed £400 discount. However, after their inspection, I was informed that the device supposedly had a “lifted backplate” and was charged an additional £150.

This came as a complete shock. The phone I sent had no visible defects, and it’s extremely unlikely I would have missed something like a lifted backplate. Unfortunately, I didn’t take photos or videos prior to sending it — something I now regret — as I did not expect issues from a Samsung-authorised trade-in process. The involvement of a third-party company (MTR Group) only adds to my concerns about how these inspections are handled.

In the end, I paid the £150 simply to avoid the hassle and risk of having the device returned, potentially in worse condition. However, this whole experience has left a very sour taste in my mouth.

Going forward, I will be far more cautious about purchasing Samsung products, and I definitely won’t be using their trade-in service again. I would also advise others to be careful and document their devices thoroughly before sending them in, or consider avoiding the program altogether.

Was worried this would be a poor experience given other reviews but it all worked well for me. Got a great price for my phone and a bonus £100 on top using a code. Took a week and a half to process once received but just had the email and phone has been accepted. All in all I got a lot more than a High Street trade in. Only downside was paying for special delivery but had to due to value of the phone. Also given the date I reviewed this I feel I should say this isn't a joke!

Be very careful with trade in. Mine had a slight scratch on the frame. For this i had to pay them excess of £150. Feel totally conned and ripped off. They want a perfectly new phone in part exchange and not as what it says in their wording as good working order. Apparently its in their small print. This has totally put me off Samsung and I will never buy any of their products ever again.

Traded in my Samsung galaxy s23 ultra, immaculate condition, it had been in a case since I got it, when I took it out of the case it still actually had the cellophane seal round the edges so I peeled it off no scratches nothing looked like a phone just out of the box,
It also had been checked over with ee shop and nothing was wrong with it ,I decided to trade it in with Samsung big mistake sent it back they received it today and said the back cover was lifted ,sent me a picture probably the same picture they send everyone else, demanding that I pay them a further £150 absolutely shocking, rip off merchants, there was nothing wrong with my phone, last time I buy anything from Samsung

Por un Z Flip 5 que estaba cotizado en primera instancia en 300 eur, con el teléfono funcionando perfectamente, sus accesorios originales (si con detalles como pantalla rajada), me han cotizado finalmente 5 euros (si, 5 euros). Pedí que me lo devuelvan, y solo me devolvieron el teléfono, sin su cable. Al reclamar el cable, me dicen que no estaba en el paquete y me envian un video del unboxing, en donde se ve que abren la caja y retiran el teléfono y no miran que más hay en la caja. Tener mucho cuidado, son muy poco serios.

DO NOT USE THIS SERVICE

SAMSUNG are using a 3rd party to recycle old hardware.
Absolute scam artists. I think this will be my last Samsung phone. How they can get away with this. This is the second time I've used this trade in service. 1st time a few years ago went with it a hitch. This time I traded in my s23u for a s25u. I have received an email saying that the back is lifted (it most certainly wasn't) and they now want £150 paid or my new phone will be blocked. The photos done even look like my phone. Poor show. Avoid Samsung and this company like the plague.

Asurion Ltd offered $1 after trade in offered $80,phone was fine just upgraded for trade in,even took pics of my phone before sending. They advised phone was damaged hence$1 offer. They advised that I can have phone back but they would keep the $80,charged to card,SCAM,you are not getting anything for $80!

Sent in my Samsung S23 for trade-in via Samsung in excellent condition with original box and everything with it. MTR then claimed the main camera lens was damaged and demanded £150 surcharge or £200 and they'd return the device.
As I knew they were lying I paid the £200 and received my S23 without its original packaging and box. Checked the phone over and there is no damage to the camera lenses at all.... so I lost my devices packaging and accessories and am down £200.
PLEASE DO NOT USE SAMSUNG TRADE-IN BECAUSE OF MTR GROUP. SAMSUNG WAKE UP AND USE ANOTHER COMPANY!

Samsung trade-in is a scam, please avoid for your own peace and mental health, very dishonourable business practice.

Would rate zero if I could.
Sent them my flip 6 in immaculate condition. Immaculate!!! never out of a case, screen protector was still on.
Recieved an email stating the internal screen is not working asking for £150 extra.
Sent a reply to the trade in email, attaching a video and photo evidence of the phone being factory reset and in fully functioning order prior to sending.

Criminals Samsung should be ashamed of themselves. This will be the last Samsung product I ever buy.

Traded in my galaxy flip phone for a new galaxy fold. Was told my phone had a Trade-in price of £210 pounds. My phone was perfect no damage whatsoever always been kept in a case and looked after. They sent me a message saying I owe them £150 pound because the phone was damaged saying it was cracked at the hinge and a piece missing. This is a total lie there was nothing wrong with my phone. I Now have seen other people with the same complaint. Disgusting scam. Well I'm not putting up with this. You should be disgusted with yourself SAMSUNG