Dear Sir / Madam, I am writing to you to raise an issue about: Shops The issue that I have experienced was: As a father day gift my partner brought me an Xbox one console from the phone exchange store. The console was a white xbox one with one white controller. I was extremely happy about this as the previous one had been stolen from my property. Got it home plugged it all in and the controller it came with was stuck in the up position as if I was press up on the stick or d pad. I was upset but these things happen took it back the next day (today) and it was exchanged for a different controller at phone exchange cex great walked all the way back home plugged it in and it was even worse than the last one this time not being able to move it from the "up" position. Irritated now I decided to take the whole console (walking into the city centre again) with the controller so they could test it all. Got to the desk they said they will test it but it will be an hour. I went back in the hour they didn't test the console just the controller and I was told I was correct and the controller was indeed faulty. They replaced the controller with one which they reassured me this controller defiantly worked. As I'm being handed the console back the staff member dropped my console on tje hard floor with a nice loud bang to which my friend witnessed and a very nice staff member called jack or maybe Jake. Walked back home with the console and controller in hand got back the Xbox one now rattles from being dropped and the controller is not stuck in the up position, now the down arrow on the d pad doesn't respond at all. Doesn't work. And now I have to go back and I am late to pick my 2 year old from nursery up and extremely angry as I have covered a good few miles now because product test has quite clearly failed. The controller has now been replaced and I still have yet to see that it work's. This is by far the worst retail experience I have ever had with a shop and this has caused me so much stress from a nice father's day gift I cannot even explain. It occurred on: 14/06/2019 This meant that I'm tired exhausted and stressed out because this was supposed to be my gift to replace a stolen item on a celebratory day I am really not sure what should be done about this issue because this is disgusting testing and customer services. Please I'm sure you have procedures for this. I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account. Yours faithfully, Christian Burdis Store location Derby phone exchange + intu derby 2 Arbor Close Woods Lane Derby DE22 3UA