Samsungtradeinoffer Arvostelua 

I used Samsung’s trade-in programme and returned my phone in perfect condition, with photo and video evidence taken just before posting.
Samsung confirmed receipt the next day, but 18 days later I was told the back was “lifting” and asked to pay £150 or risk having my new phone blocked.
The images provided showed adhesive residue and separation that simply wasn’t there when I sent it.
Even more concerning, Samsung’s own terms state issues should be raised within 10 days—this wasn’t followed.
I had to escalate to the executive office before the charge was finally waived as a “goodwill gesture.”
This was stressful and disappointing as a long-term Samsung customer. I expect better transparency and fairness from a premium brand.
Advice: document everything and be prepared to challenge the process.

DISCLAIMER- I've used AI to help me write this review to write things more clearer and easily to understand about my experience.

I’ve been a loyal Samsung customer for years, which is why this experience has been so disappointing.

Over time, I’ve invested heavily in their ecosystem — from an expensive Odyssey G9 monitor (£1200), to multiple SSDs, and several flagship phones (S20 Ultra, S23 Ultra, and now the S26 Ultra). I’ve always trusted Samsung for quality and reliability, which made this situation even more frustrating.

When upgrading to the S26 Ultra, I used Samsung’s trade-in program and sent in my S23 Ultra, which was in mint condition. Based on that, I was expecting the agreed £400 discount. However, after their inspection, I was informed that the device supposedly had a “lifted backplate” and was charged an additional £150.

This came as a complete shock. The phone I sent had no visible defects, and it’s extremely unlikely I would have missed something like a lifted backplate. Unfortunately, I didn’t take photos or videos prior to sending it — something I now regret — as I did not expect issues from a Samsung-authorised trade-in process. The involvement of a third-party company (MTR Group) only adds to my concerns about how these inspections are handled.

In the end, I paid the £150 simply to avoid the hassle and risk of having the device returned, potentially in worse condition. However, this whole experience has left a very sour taste in my mouth.

Going forward, I will be far more cautious about purchasing Samsung products, and I definitely won’t be using their trade-in service again. I would also advise others to be careful and document their devices thoroughly before sending them in, or consider avoiding the program altogether.

Was worried this would be a poor experience given other reviews but it all worked well for me. Got a great price for my phone and a bonus £100 on top using a code. Took a week and a half to process once received but just had the email and phone has been accepted. All in all I got a lot more than a High Street trade in. Only downside was paying for special delivery but had to due to value of the phone. Also given the date I reviewed this I feel I should say this isn't a joke!

Be very careful with trade in. Mine had a slight scratch on the frame. For this i had to pay them excess of £150. Feel totally conned and ripped off. They want a perfectly new phone in part exchange and not as what it says in their wording as good working order. Apparently its in their small print. This has totally put me off Samsung and I will never buy any of their products ever again.

Traded in my Samsung galaxy s23 ultra, immaculate condition, it had been in a case since I got it, when I took it out of the case it still actually had the cellophane seal round the edges so I peeled it off no scratches nothing looked like a phone just out of the box,
It also had been checked over with ee shop and nothing was wrong with it ,I decided to trade it in with Samsung big mistake sent it back they received it today and said the back cover was lifted ,sent me a picture probably the same picture they send everyone else, demanding that I pay them a further £150 absolutely shocking, rip off merchants, there was nothing wrong with my phone, last time I buy anything from Samsung

Por un Z Flip 5 que estaba cotizado en primera instancia en 300 eur, con el teléfono funcionando perfectamente, sus accesorios originales (si con detalles como pantalla rajada), me han cotizado finalmente 5 euros (si, 5 euros). Pedí que me lo devuelvan, y solo me devolvieron el teléfono, sin su cable. Al reclamar el cable, me dicen que no estaba en el paquete y me envian un video del unboxing, en donde se ve que abren la caja y retiran el teléfono y no miran que más hay en la caja. Tener mucho cuidado, son muy poco serios.

DO NOT USE THIS SERVICE

SAMSUNG are using a 3rd party to recycle old hardware.
Absolute scam artists. I think this will be my last Samsung phone. How they can get away with this. This is the second time I've used this trade in service. 1st time a few years ago went with it a hitch. This time I traded in my s23u for a s25u. I have received an email saying that the back is lifted (it most certainly wasn't) and they now want £150 paid or my new phone will be blocked. The photos done even look like my phone. Poor show. Avoid Samsung and this company like the plague.

Asurion Ltd offered $1 after trade in offered $80,phone was fine just upgraded for trade in,even took pics of my phone before sending. They advised phone was damaged hence$1 offer. They advised that I can have phone back but they would keep the $80,charged to card,SCAM,you are not getting anything for $80!

Sent in my Samsung S23 for trade-in via Samsung in excellent condition with original box and everything with it. MTR then claimed the main camera lens was damaged and demanded £150 surcharge or £200 and they'd return the device.
As I knew they were lying I paid the £200 and received my S23 without its original packaging and box. Checked the phone over and there is no damage to the camera lenses at all.... so I lost my devices packaging and accessories and am down £200.
PLEASE DO NOT USE SAMSUNG TRADE-IN BECAUSE OF MTR GROUP. SAMSUNG WAKE UP AND USE ANOTHER COMPANY!

Samsung trade-in is a scam, please avoid for your own peace and mental health, very dishonourable business practice.

Would rate zero if I could.
Sent them my flip 6 in immaculate condition. Immaculate!!! never out of a case, screen protector was still on.
Recieved an email stating the internal screen is not working asking for £150 extra.
Sent a reply to the trade in email, attaching a video and photo evidence of the phone being factory reset and in fully functioning order prior to sending.

Criminals Samsung should be ashamed of themselves. This will be the last Samsung product I ever buy.

Traded in my galaxy flip phone for a new galaxy fold. Was told my phone had a Trade-in price of £210 pounds. My phone was perfect no damage whatsoever always been kept in a case and looked after. They sent me a message saying I owe them £150 pound because the phone was damaged saying it was cracked at the hinge and a piece missing. This is a total lie there was nothing wrong with my phone. I Now have seen other people with the same complaint. Disgusting scam. Well I'm not putting up with this. You should be disgusted with yourself SAMSUNG

Wish I read the reviews, basically they got my old phone in a perfect condition almost for free citing a damage that wasn't there (back lifted). Would rather have donated it but cannot get it back.

Samsung trade-in is fraud. I gave Galaxy fold 4 for trade in. After 2 weeks they started demanding for £150 saying phone is no good. I asked them to return my phone back. They damaged the phone and sent it back. I got before and after pictures. I am surprised Samsung company doesn’t trust customers reviews. They support fraudulent.

agree with all the 1-star reviews, my trade in offer was adjusted, cited "liquid damage" despite there being absolutely no liquid damage to my phone. It was in perfect working condition when I sent it in and I managed to sync all my data off my old phone to my new phone. At no point of me owning that phone did it ever incur liquid damage. Just another scam to get more money out of you.

Samsung trade in are worse people that are siting and checking the devices. They are frauds. If ur phone is working they'll email u and say it’s not working just to get more money out of u. Very bad and un professional

Traded in a working s23ultra only upgraded based on the offer for a working device. I took pictures before sending but not good enough if you do use the trade in take lots of good pictures from all angles and a video of the working device. This has left a bad taste in the mouth about Samsung, this trade in is done with a low value partner that are poor in all departments check out the reviews of MTR group...The photo of my defective device we poor at an angle and the logo was a different colour s23 ultra dark embossed on the photo MTR sent it was white when I quizzed there agent about it she said it was their special cameras that make it appear white!!! Reputation Damage done... loved Samsung what a shame..... I wouldnt mind if it was damaged it just felt all wrong and when I emailed asking for more detailed further photo evidence I was told it wasnt possible... old device then held hostage I was told pay the excess or full discount to get it back....... Not what you would expect from samsung

Traded my phone and watch in June, only got one parcel bag so sent them together.
To start with they said that the phone had screen burn so I had to pay £70 to cover it.
My experience then got worse... I assumed everything else was fine, heard nothing then at start of October, I received an email asking me to send the watch. I ignored as I assumed was sent in error. Two weeks later I got a email saying I had to pay £70 or they will lock my phone.
I called them and they said they never received that watch even though they sent an email to confirm parcel was received. They told me they had CCTV footage of my package being opened and there was no watch in the parcel. I asked to view the CCTV which they said they cant send to customer and was for internal use only.
I asked to review the footage as a data access request as the watch was still my property at the time and amazingly within an hour, the case was closed and I didn't owe any money. They never confirmed if they had the watch. Definitely trying to get more money out of customer where they can.

One massive scam.

So i traded in my 23 ultra. No issues with it at all. I even upgraded the postage to cover the phone from their standard insurance. I get an email to say the back cover was lifted. It never has and had zero issues. After research i discover they use a third party.
My mistake was not taking a video to show there was no issue.
I wouldn't recommend this option and it is a shame watchdog doesnt exist as i reckon the third party need looking into.

I traded in a Samsung S23 and had to pay an additional £75 with a phone that was in excellent condition. Feels very misleading and an easy way to mislead customers about the value of their phone.