New phone - but no TradeIn returns package

[DreSmi]

Hi All,

Was wondering if anyone has had this problem, As I am starting to worry! I recently upgraded and my new phone came through! (Fantastic) but in my upgrade I am returning my old device.

BUT..I haven't received a returns package/ postage label! I've rung 150 and they said I need to speak to brightstar, but I've emailed, tried ringing brightstar 4 times (ONE OF WHICH I WAS ON HOLD FOR 3 HOURS!)

I don't dare just send it, since brightstar have loads of different addresses online!

I need to get it sent ASAP as they need the device within 14 days or else the price gets added onto my account!

I'm stuck!

[Atifh93]

Hello, I am having the same problem, I have upgraded and need to trade my old phone to cover upfront costs, however I have not received any sort of trade in returns pack and I need to get it back by the 22nd however I haven't even got the pack to trade it back and with Christmas and covid the posts are delayed anyway, and I don't want to get charged extra as its not my fault? I have called brightstar and am on the phone waiting for someone to answer for hours, then it just cuts off, have called EE and they say they can't help, what should I do???

[Christopher_G]

Hi @Atif93

Welcome to the community. 🙂

Have you managed to get through to anyone to help? 

If you can get through to Birghtstar, they should be able to check your order and make sure you get a pack. Have you tried emailing them? There's an email address on the trade in page.

Chris

[petera138]

Hi,

I am also struggling with this. I need to get my phone back but have not received a return package yet. I had a text from ee saying to call the bright star number which i have and i am just on hold for ages. As we speak i am on 52mins hold.

Aside from the fact i nor others should be having to call this company to get our returns done as it should be automated and sent out too us i do not want a charge of £350 on my account for not getting the phone back in time.

Could you please help with this?

Thanks

[James_B]

Hi @petera138,

I'm sorry to hear you haven't received your returns pack yet.

Please let us know the outcome of your call with Brightstar.

Thanks

James

[petera138]

Hi,

I got through after over an hour on hold. They just said that it has been sent and there going to send another one in case.

I think its a shame when EE customer service is so good and you use a different company like bright star who are so poor at answering calls and sorting things. You do yourselves an injustice.

Hopefully it is sorted now. We will see.

[James_B]

Glad you got it sorted @petera138

I'm sorry for any inconvenience this has caused.

James

[Katrin40595]

I have the same issue, have received a reminder to send back the phone but have not received the pack. Am trying to contact the number procided in the sms and have been on the phone for 40 minutes trying to get through to someone,  no luck yet.

[Katrin40595]

Managed to get through after almost an hour. The chap on the phone was very friendly and helpful and organised a replacement to be sent early next week. For anyone in the same boat , be patient!

[Debbie72]

Hi I have not received any return package for my phone. Trade in was done over the phone.i have been to ee shop and they cannot take this for me. Ringing 150 is relentless as its always busy. I do want to be charged for not returning please advise 

[Leanne_T]

Hi there @Debbie72

Thanks for coming back to the community. 

If you haven't received the trade in pack, you would need to get in touch with our Mobile Care team. They will be happy to help get this looked into. 

Thanks 🙂

Leanne.