Subject: Formal complaint – Apple AirPods 4 missing from my order

Dear Carphone Warehouse,

I am making a formal complaint regarding my recent mobile upgrade and the Apple AirPods 4 that were included with my original online order.

I placed my upgrade online and received an order confirmation which clearly shows:

- Apple iPhone 17 Pro 256GB Cosmic Orange

- iD Mobile 400GB, 24-month upgrade

- 1 × Apple AirPods 4 – £0.00

I travelled to the Friern Barnet store specifically to collect my order.

When I arrived, I was told there was a problem with the upgrade because the Upgrade Eligibility Check had expired. The store system itself showed that the transaction had to be cancelled and the Upgrade Eligibility Check reprocessed.

I was therefore required to complete the upgrade again in store. This was an issue with the system/process and was not caused by me.

I received the iPhone, but I was not given the Apple AirPods 4. I specifically asked about the AirPods and was told by the member of staff that I would not receive them and that I would have to pay for them separately in store.

I do not accept this explanation.

My original order confirmation clearly lists 1 × Apple AirPods 4 at £0.00. I did not purchase the AirPods separately; they were included as part of the promotion attached to my mobile order.

I should not lose a promotional item that was included in my confirmed online order simply because your store had to reprocess the upgrade due to an expired eligibility check.

I am therefore asking Carphone Warehouse to honour the original promotion and provide me with the Apple AirPods 4 included in my order.

I can provide the original order confirmation showing the AirPods at £0.00, as well as photographs of the store system showing the issue with the upgrade eligibility check.

Please investigate this with the Friern Barnet store and confirm how and when I will receive my AirPods 4.

I would also like this complaint formally recorded and a complaint reference number provided to me.

Kind regards,

Martyna Pasterczyk