Preordered the new Pixel 11 Pro XL as there was a really good deal, if i traded in my Pixel 9 Pro XL with a suggested value of £300 i would get an extra £300 via a special offer claimed seperately… 

So order placed, waited until release day and got the new phone, all is great, boxed up my trade in, factory reset and ready to go… waited 10 working days, no recycle pack arrives, go on the website which states..

Due to delays with Royal Mail, your prepaid postage bag may take up to 10 working days to arrive. If you still haven't received it after this time, email us at TradeUpHelp@currys.co.uk and we'll send you another one. Rest assured, all quoted prices will be honoured during this disruption

So i email the address, explain the issue and get told…

Hello Layla,  
   

Thank you for your email.  

  

We are sorry to learn you have not received the pre-paid postage pack. The pre-paid trade-in return package is automatically sent out via Royal mail. 
   

Unfortunately, as this is an automatic process, we have no means to manually send you a replacement.  
   

Please follow the steps in the link below to make a new request. We suggest submitting the new trade-in request with an alternative address, such as a work or family address, to ensure the package reaches you. We understand this may be inconvenient and for this we sincerely apologize https://www.carphonewarehouse.com/mobiles/trade-in   

  

Kind regards 

So idMobile say to get in touch with currys trade up help, but they say i need to contact carphonewarehouse… its like a game of pass the parcel.

So i use the carphonewarehouse link and submit another complete trade in request, as it says about a different name and address, we also submit one in my partners name to his work address, and one in my name to my work address… yet here we are another 13 days later and none have arrived.

It now feels like a scam, ive been offered a great deal to buy something but now ive brought it im being prevented to get the offer… Am i the only one suffering these issues?

Whats the next steps?

Can i take it into a carphonewarehouse or currys store? Its not mentioned anywhere? Im now 27 days into having the new phone, i might have to just return it for breach of contract.

Please help someone.