“ABSOLUTELY SHOCKING COMPANY!! They refuse to talk over the phone and will only settle for emails back and forth until it comes down to payment then they’ll call you. This whole experience has been so long winded, the staff are incompetent and do not care about their customers at all. I sent up one of the newer phones IPhone 13 Pro, I even spent £140 to get the camera and lense fixed GENUINE. They offered me £125 all because it has a couple scratches on the screen. It’s classed as “poor” which is absolutely false! ‘Fast and instant cash’ what a joke, a week later and I’m still waiting for money from my phone. If you want to waste a week of your life chasing a company, go ahead. But otherwise run for the hills!!!”
“We bought a phone from here with the promise that it was a next day delivery it is plastered all over the website - we ordered last Friday form the next day delivery range. Monday would have been fine, even though it is an emergency - but it is now Thursday, and all we have despite numerous phone calls to the company, is a promise that they will email us when the phone arrives. In a letter we got today, it says that they "have a two day processing time - but this can vary" - that is a far cry from next day delivery. It would have been quicker to go to CEX - at least you can take the phone you buy the same day. This company have no intention of delivering your phone the next day.”
“No communication on your part once i returned the faulty item which must not have been checked once dispatched to me. you also say you respond to emails within 2 days when i have been waiting 4, so you are no better than the rest”
“I didn’t receive my product, I had to contact the bank for a refund. When I live chatted, they said that it’d already been shipped and couldn’t track it, the day after I live chatted again to ask where my product was, and they had ‘tracking’ information for it to say it would be delivered that day, I’m still waiting for the phone to be delivered, and I ordered on 3/9/2024, I had to recall the payment and pull up a dispute with the bank”
“Just use BackMarket.com instead.
I waited over a week for what turned out to be a faulty handset here, now I’ve waited over 6 weeks for a refund. Talking to customer service is like banging your head against the wall 🤣”
“I ordered an iPhone 13 Pro in gold… was advised it would take 3 working days to arrive but it took 7 working days (which is fine, these things happen)… the disappointing aspect is they sent the wrong phone! I’ve been sent a dark green iPhone and as Smart Cellular doesn’t advertise their telephone number, I’ve had to email but yet to get a response.
Very disappointing experience so far and I just hope they rectify it asap and I get the phone I paid for!”
“Delivery stated 2-3 days I ordered on 12th March.
I received an email informing it had been dispatched via Royal Mail on 14th March. .
On the 18th I was told it has not actually been dispatched
I desperately needed the phone within the 2-3 days advertised for my elderly mother who had no phone and needs emergency support. I would have paid extra for expedited shipping had I known.
Customer services was rude and unhelpful and really seemed not to care at all. If you need your phone quickly order elsewhere!”
“I bought an iPhone 11 which was faulty. I sent it back after a lot of hassle then you returned it to me claiming it's not faulty. Now I'm left with an £180 phone which doesn't work and can only get £80 for it in local shops because it's faulty. Your guarantee doesn't work and your customer service is terrible”
“I paid for my phone on 28th March 2024 while I was working in Africa, I added my billing address and delivery address (in UK) however your system picked up my location and atomically change the country to Senegal (with my UK address) I was a charged additional money for recorded delivery. I have copy of all of my emails and chat conformation. On your web site it states all delivery's have insurance, however I was informed in late July you had made a claim with Royal mail in May. Now close to 1 year, still no phone or refund. The worst customer service I have ever experienced.”
“Avoid this company. The phone arrived still locked and with an old SIM card in it, so clearly, no quality checks were made before dispatch. Despite numerous emails, phone calls, and promises to call back 7 days later, the phone remains unusable. It's all very well offering an 18-month warranty, but if no one supports you or apparently cares, then this is worthless.”
“Shocking company. Cancelled my order after delivery not received and being given numerous excuses. Even though I cancelled my order and was told that no phone would be dispatched and I would receive a refund, but a phone was sent over a week after me cancelling my order. I rejected the delivery from Royal Mail as an unsolicited delivery, but am now being told that I will not get a refund until Smart Cellular receive the phone back. I am sure that contractually this is incorrect as I had cancelled the order prior to them dispatching. I would suggest avoiding this company.”
“Ordered two "pristine" phones: an S23U 512GB and a S21 256GB. The S23 arrived promptly but battery condition is barely on the edge of acceptable, and the bezel is missing paint from scrapes that are visible even in a new case. The S21 wasn't even despatched for nearly 2 weeks. No apology. No regular updates. I'm still waiting for it after I had to leave for a foreign trip. Customer service (Frankie) was truly awful: completely unhelpful, unsympathetic, unapologetic, adversarial. Even during an ongoing email exchange, response to emails was never sooner than at least 48 hours (per their "policy") on each message, as a result of which I was not able to get the S21 despatched to a different address. Really poor experience. Won't be shopping here again. Moreover, the company's response to complaints like this is always (check their responses) a hollow "thanks for your valuable feedback, we're committed to improving, please get in touch if there's anything else we can help with" - but never an offer of refund, compensation or restitution.”
“I ordered a phone that was supposed to be in brilliant condition. On the website it stated that delivery would be 2-3 working days. After the 3 days had passed and I had not received the phone, I had to contact customer services, to be told that the delivery time frame has been extended and will now be upto 5 working days (without my prior consent which is illegal in the uk). When I complained, I was then offered a replacement phone in a different colour, which would get to me the next day. I was told the phone is in "pristine" condition. When it arrived the next day, it had scuff marks all along the corners, back of phone and the bottom had a crack in it. This is what they tried to sell to me FOR THE PRICE of a phone meant to be in "brilliant" condition which I initially paid for. The phone they sent me was AT BEST, in "good" condition and was certainly not pristine.”
Dear Ruquiyya,
Thank you for sharing your experience with us, and we sincerely apologize for the inconveniences you’ve faced regarding your order. We understand how disappointing it can be when the product you received does not meet the standards promised on our website.
We take customer feedback seriously, particularly concerns about delivery timelines and product conditions. Your comments will help us enhance our service and ensure that all customers receive the quality they expect.
Please reach out to our customer service team at your earliest convenience so we can resolve this matter for you. Your satisfaction is important to us, and we appreciate the opportunity to make things right.
Best regards,
The Smart Cellular Team
