My girlfriend who was not happy - decided to actually drive from Bristol... To London, and got the phone herself to the loss of £40+ in diesel! However, she at least now has the phone.. Why could they not just send it? Strange company.

Hi, following previous threads I have decided to start a new thread on this shambles of a company. My girlfriend (who is pregnant and doesn't need the stress) sent off her iphone 4 in perfect condition approximately 3/4 weeks ago. [i will have the specifics later - at work currently] The company originally quoted £138 however on receiving the phone came back with a counter offer of approx £40. My girlfriend rejected it and paid the 8.95 to have the phone returned. The next couple days she chased them about sending the phone and they said they were going to and then, that they had. 2 weeks have passed of calls chasing and no answers/call backs and no phone - They eventually call her back and mention that people have made mistakes on the counter offer and the phone is in good condition and they therefore can offer £100, she declines and then they offer full value! [My girlfriend subsequently put the phone on ebay so all offers are rejected.] She just wants the phone sent back and makes this clear on the phone. My girlfriend calls them this week to ask again where it is, and the girl says that it hasn't been sent.. My girlfriend, now fuming, said she's going to drive (From Yate, North Bristol) to London to pick it up.. The girl on the line attempts to put my girlfriend on hold and accidently leaves the line open as she talks to her boss. The girl mentions that she doesn't know what to do etc and the manager/or higher personnel tells her to lie to my girlfriend and make sure she doesn't come. She has been messed around time and time again and I have therefore decided that I need to send a letter to them threatening legal action. My girlfriend so far has spent £20+ on her phone bill (mainly on hold or listening to broken promises) and paid 8.95 2 weeks ago.. yet they still have her phone and/or lost/sold it! I can't believe with the plethora of people in the same boat that no severe legal action is being taken. My understanding is that this company is run by directors, whom regularly change directorship. Surely, there MUST be something more severe that can be done here. It's an outrage that they continue to trade. Consumer - PLEASE help me with my initial letter to them. I don't want to make any legal mishaps. Perhaps a letter template moving forward could be used by all in the same boat and pinned on this forum. Many thanks for your time and help. Regards, Andy.