Buyur Limited, trading as UR

TruthBeTold8849

Hi Everyone,

I hope someone can help.

I have an old Apple iPhone 13, which I wanted to sell to one of these recycling companies. Normally, in the past, I've used Music Magpie and other trusted companies, and had no problems.

This time, I came across a company called UR (company registration 7166414). They were offering a £201 trade-in price for 'good' condition. Whilst I checked the reviews on Google, I didn't realise until later that the 'UR' I was looking at was a different company under Buyur Limited (the selling arm), whilst the recycling arm had terrible, terrible reviews - but I didn't see this until I had the problem with them and did more searching.

So, the issue is I sent my phone to them, they claimed it was in a very bad state, including 'deep scratches on the screen'. This was all rubbish. I even had pictures of my phone before sending it to them, and whilst it wasn't in brand new condition, it was in good condition to sell to them for a reasonable price, even after valuation. However, this tactic, which involves devaluing the phone, has been reported in over 90% of the reviews left by other customers.

Anyway, I rejected all three offers - they claimed they would re-evaluate and get their 'Pricing Manager' to do a better deal. Upon rejecting the third offer, it triggered the auto send back of my device, even though, to cover myself and under their Terms and Conditions, I sent an email requesting my device back.

Summary - handset sent 30/10/2025, they confirm receipt and testing on 04/11/2025, also on 04/11/2025, made an offer of £85 instead of £201! Rejected all offers and on 05/11/2025, emailed me claiming they've now dispatched my handset and gave me a Royal Mail Tracked 48 reference.

It's now 07/11/2025, and the status on the Royal Mail website states that they're still waiting for the sender to send it to Royal Mail. I'd have no problem waiting if Royal Mail had the package and it was working its way through their network, but two days later, there's evidence that they've not even dispatched it (even though the email from them states it's left them).

I found the email address for their CEO, and I've emailed him and cc'd the customer service email address (from which they've responded to me before). I've given him until 19th November to resolve this matter.

My question now is, where do I go from here? I've heard of and been told about Small Claims Court, but I feel that they've stolen my handset by not returning it when they said they would, so should I also report it to the Police?

Any help and direction on this is greatly appreciated.

user1977

TruthBeTold8849 said:

I feel that they've stolen my handset by not returning it when they said they would, so should I also report it to the Police?

Criminal law isn't determined by your feels and this is not (as far as we can tell) theft. You have a civil remedy and the police are not going to be interested.

littleboo

Its certainly not a matter for the Police and I doubt they have stolen your 2nd hand phone. Id suggest giving it some more time - Wednesday to Friday really isn't very long, 1 full working day, and seeing if the tracking updates

sheramber

i have had cases where Royal Mail tracking tokk three days to upload.

Dispatched  does not usually mean it has been transferred to the courier. 
It could mean it has been passed to a warehouse to wait to be picked up when the courier picks up next. That may not be every day.