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Mervio
New Contributor
September 6, 2026
Question

Cashback Offer

  • September 6, 2026
  • 7 replies
  • 47 views

So, I took advantage of an early upgrade and the offer includes an extra £100 cashback on your old phone through Carphone Warehouse. The offer runs out after 21 days.

 

16 days on from buying a new phone, partly due to taking advantage of this "cashback offer" and still nothing through the post to send my old phone. This offer will almost certainly run it's course and I'll miss out.

 

Where are the reassurances that this offer will be honoured, because there's zippo the customer can do to move this on, or prove that they aren't dragging their heels. Because, honestly, I refuse to give away an immaculate old phone for the £110 that is initially quoted.

    7 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 10, 2026

    Hi ​@Mervio,

     

    I'm sorry to hear about the concerns around the cashback offer.

     

    As this promotion is being administered through the point of sale, you'll need to contact Carphone Warehouse/Currys directly for an update on the trade-in pack and confirmation of how the promotional cashback will be honoured.

     

    They'll be best placed to:

    • Check the status of the trade-in pack.
    • Confirm the terms of the £100 cashback offer.
    • Advise what happens if there are delays outside of your control.
    • Provide reassurance that your eligibility won't be affected if the pack has not yet been sent.

     

    We appreciate why you're concerned, especially given the timescales involved and the value of the device you're trading in, but unfortunately we're unable to investigate retailer-managed promotions from our side.

     

    Regards,

     

    Gemma M
    The iD Mobile Social Media Team

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    New Contributor
    MervioAuthor
    New Contributor
    September 10, 2026

    Hi Gemma,

     

    Thank you for the reply. It's 19 days now without receiving any packaging. Carphone Warehouse say they will honour the deal, as long as the phone is how it says it is.

     

    I've tried to order another packaging, as it seems that this is lost somewhere in the Royal Mail loop, somewhere. I might even ask Carphone Warehouse if I can send it them myself, although I'm aware that this would cost me money, and I'm reluctant to use Royal Mail because of the unreliability that they've shown.

     

    Kind regards,

    Mark

    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    September 13, 2026

    Hi ​@Mervio.

     

    Thank you for the update.

     

    It's good to hear Carphone Warehouse have confirmed they'll honour the deal as long as the phone matches the description. Ordering a replacement pack sounds like a sensible step given the original seems to have gone missing with Royal Mail, and it's understandable you'd be cautious about using them again given what's happened.
     

    If you do decide to send the phone in yourself, it may be worth confirming with Carphone Warehouse first whether that's acceptable on their end.

     

    Wishing you the best in getting this sorted.

     

    Thanks,

    Marquerita

    The iD Mobile Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    MervioAuthor
    New Contributor
    September 22, 2026

    As regards an update with this.

     

    I followed the Carphone Warehouse instructions, posted off the phone with tracking via Evri.

    It arrived at their base at Newark 6 days ago, yet not even a confirmation email, never mind the jingle of cash. So nearly 5 weeks on and I'm no closer to actually trading in my old phone. Heaven knows what happens with the £100 cashback when you can't even get a response from Carphone Warehouse about the parcel that I packaged and paid for myself.

     

    It's really been an appallingly bad service 

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 23, 2026

    Hi ​@Mervio,

     

    I’m really sorry to hear that this is still ongoing, especially after you followed the instructions provided and have tracking confirming that the handset was delivered six days ago.

     

    As the trade-in is being handled by Carphone Warehouse, you’ll need to contact them again regarding the handset they’ve received, the outstanding trade-in payment and the £100 cashback.

     

    We completely appreciate how frustrating this has been after nearly five weeks, and we’re sorry for the experience you’ve had throughout the process.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    MervioAuthor
    New Contributor
    September 24, 2026

    Hi Gemma,

     

    Thank you for your reply. Can I ask if there is an email address to make a formal complaint please?

    After 8 days since my Google Pixel 8 was delivered to Carphone Warehouse, they have come back with an insulting offer of £30.

    I was offered £116 just by the local CEX shop, who are well known for their low offers.

     

    Honestly, I would not have signed up for a new contract and phone with ID if I knew the treatment and offer would have been such a kick in the backside. This absolutely reflects on ID Mobile. I didn't need a new phone once my contract ended and would have happily kept my old phone for another couple of years. But the Carphone Warehouse technology says it's a "non working phone".

    It's an absolute disgrace to my intelligence and I'm pretty convinced that the way this has been handled - pretty much hoodwinked into a new contract and phone with the offer for my old phone - will mean that if I could walk away from ID Mobile right now today, then I would.

     

    A link would be greatly appreciated please mate.

    Kind regards,

    Mark

     

    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    September 25, 2026

    Hi ​@Mervio.

     

    Thank you for your post. I'm really sorry to hear about the experience you've had with your trade-in offer.  I completely understand your frustration, especially after being told it's a "non working phone" when that clearly wasn't your experience with it, and receiving such a low offer compared to other valuations like the one you got from CEX.

     

    I want to be upfront with you: trade-ins are handled directly by Carphone Warehouse/Currys and not by iD Mobile, so this is something you'll need to dispute directly with their team. They'll be able to review the valuation and the "non working" assessment properly. You can reach them here:

     

    Email: TradeUpHelp@currys.co.uk
    Trade-in team: 0370 111 6565
    Currys general line: 0344 561 0000

     

    Thanks,

    Marquerita

    The iD Mobile Team

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