Hi Sean,
Thank you for taking the time to leave a review. I’m genuinely sorry to read that you left our Bulwell branch feeling unhappy — especially as you’ve been a regular customer with us for some time.
Having spoken directly with the team member who served you, I understand the situation related to your Samsung device needing to be fully signed out of both the Google and Samsung accounts before we could complete the buy-back transaction. This isn’t a policy unique to our Bulwell store or introduced arbitrarily on the day — it’s a security requirement we must follow to protect both our customers and anyone who may purchase the device in the future.
Modern smartphones, particularly Samsung devices, have security features that prevent resale if accounts remain active. If a device is not completely signed out, it can become locked and unusable for the next owner. For that reason, we are unable to proceed with a transaction unless all linked accounts are fully removed. I understand this can be frustrating, especially if you believed the accounts had already been taken off, but without the correct password or recovery access, our staff cannot override those protections.
I’m also disappointed to hear that you felt the attitude in store was “disgusting.” That certainly isn’t the standard we set at Cash Shop. The team member spent a considerable amount of time trying to help resolve the issue, and it appeared the conversation ended calmly. However, if you felt differently, I do apologise — that’s never how we want a long-standing customer to feel.
I would also like to address your reference to a “foreigner” in your review. At Cash Shop we are proud to employ colleagues from a wide variety of backgrounds and nationalities. We judge our team — and expect them to be judged — on their professionalism, conduct and the service they provide, not on where they come from. The same respect should be shown to every member of staff, just as we aim to show respect to every customer who walks through our doors.
If you’re able to regain access to the Samsung account or would like assistance doing so, we would be more than happy to help you complete the process properly and look at the buy-back again for you.
You’ve used us for a long time and we value that loyalty. I’d much rather resolve this than lose you as a customer.
If you’re open to it, please contact our customer service team at customerservice@thecashshop.net
and we’ll personally ensure this is looked at for you.
Kind regards,
Gosia Powroznik
Managing Director
Cash Shop