I was looking for a pre-loved iPhone 12 and the deals on Smartcellular looked good, with prominent banners on the website claiming “premium next day delivery”. I ordered a “pristine” handset which is defined as “The body may have very light scratches, barely visible. The screen will have no scratches.” I quickly received an email confirming my order, with promise of an update when my order was despatched. After no follow-up for a couple of days (it was Easter) I tried to contact Customer Services. A automated email response advises that they endeavour to reply within two days, so I tried calling the phone line. Over a number of days I called seven times without ever getting through. The live online chat is slightly better but even this requires significant patience, with time from initial enquiry to getting some form of response typically being around an hour. I finally received my phone a week later. There is a significant chunk from the top right hand corner of the body and the screen has at least one visible scratch. I immediately contacted Smartcellular requesting a partial refund as the phone meets their “excellent” rather than “pristine” grading. I’ve had no response and no refund five days later. In summary, my new phone is great (it’s a premium product manufactured by Apple) but my experience of Smartcellular is poor.