Trade in kit

I am trading in 2 phones and I have only received 1 trade in kit, I have requested another but still did not receive one. I chatted with an agent who treated me like I was a spoiled child and was making an unreasonable request but said they’d send me one, but I still have not received it. I see many others have had this problem, why is it so difficult to get a kit??

Re: Trade in kit
Customer Service Rep

Hello, Hansonlm. We so sorry to hear that you were treated that way. This is never the kind of experience we want for our customers. You can get a trade in kit sent to you by using this link (Just enter the email address used for the trade in order or Trade Submission ID): If you need any help with getting your Trade In Submission ID and the email search doesn't work for you, let us know. We would be happy to help you find the information you need.  *Cassie