GRADE MOBILE2 reviews

The box came back worse than the phone 5 March 2026

great, they’ll sort this.
So I reported the side button failing properly — couldn’t lock the screen or use Apple Pay — and customer services told me to post it back and they’d replace it. That part was clear, simple even, and for that I’m grateful: having someone accept the fault and offer a replacement straightaway felt like progress. Only trouble started after they received it.
When the phone came back to me it didn’t look like a phone any more. The back was shattered into what looked like a thousand little pieces and there was glass in the box. I don’t have another mobile spare, so I couldn’t photograph it before posting — hindsight makes that look daft, but I genuinely had nothing to take pictures with. Now the company says the box looks fine and so the damage must be my fault. I’ve explained repeatedly that I sent it in mint condition; I’m being told Royal Mail couldn’t have dropped it flat on its back, and apparently the packaging isn’t to blame even though they’ve since changed the boxes they use.
What has been most frustrating is the repetition and lack of escalation. I get one email a day from someone in Georgia saying the same thing: technician’s verdict — not their problem. No phone number to call, no meaningful human conversation, and they’re offering me £10 to recycle what used to be a nearly new device. That feels like a joke when I’m pregnant and need to be contactable, and when my kids’ school might go ahead with messages I have no way to immediately receive.
I appreciate that Apple initially did remote diagnostics and that customer services responded promptly to accept a return, and that there has at least been daily contact. But the end result is poor: my phone is ruined, I’ve been left without a replacement or loan phone, and the company is washing its hands. It’s stressful, slow and frankly unacceptable. If you need a reliable service when you’re vulnerable or busy, beware — and take photos before you post anything.