“Beware!!! This company have sent me a "excellent refurbished phone" I paid over £300 for but it does not work. The signal drops out as the antenna must be damaged, as I have compared it with other identical phones side by side and it cannot get a signal. Also the screen keeps going blank and requires a restart.
They answered emails very quickly when buying and say will answer all emails within 48 hours but they are ignoring me for longer than this.
Luckily I bought it though a credit card so I have raised a dispute with them.
Avoid if this is how they treat their customers when things go wrong.”
“⚠️ Warning – Avoid Smart Cellular at all costs
I’m sharing this to warn others about my extremely negative experience with Smart Cellular.
I sent them my Samsung S25 Ultra device and since then, everything has gone wrong. Despite numerous phone calls, voicemails, and emails, I have received absolutely no response from the company. I have not been paid for my device, nor has it been returned to me.
To make matters worse, I even paid for next-day return, which was completely ignored.
After exhausting every possible way to contact them, I was left with no choice but to report the device as stolen to both my network provider and the police. That’s how serious this situation has become.
This has been one of the most unprofessional and frustrating experiences I’ve ever had. A complete lack of communication, accountability, and basic customer service.
If you are considering using Smart Cellular — don’t. I strongly recommend you look elsewhere to avoid the stress, financial loss, and time wasted that I’ve experienced.
I will now be pursuing this through legal channels, including small claims court.”
“The package was empty when it arrived, there was no £200 iPhone inside only the charger. I have tried to call, no one answers, I have left voicemails for a call back, no one calls back, I have sent emails for 10 days, no one replies. They simply do not have any customer service and my daughter now has no birthday present.
DO NOT BUY FROM HERE!!!”
“I sent a mobile phone to this company for sale on 16 February. After receiving an initial valuation of £80.50, I was then offered just £9.50. I declined the offer and requested my phone be returned, but despite multiple follow-ups, I have received no response and my device has still not been returned.
This level of service is extremely disappointing. I would caution others to be aware that communication may be poor, and items may not be returned promptly.”
“AVOID AT ALL COSTS
Initial quote looked good, but after inspection the offer was reduced by almost 70% due to alleged scratches and marks.
My phone was in very good condition and I had photos taken before sending it. I honestly can’t be bothered to argue with them, so I asked for return and cancelled this trade-in immediately, as the whole experience makes me feel this company is not genuine.”
“Appauling customer service. Returned a phone as it was no longer needed as I ordered the incorrect one. The return was done on the 19th February and it’s the 13th march and I have still not received a refund. I’ve emailed them over 7 times and they keep asking for tracking number. I provided everything they asked for. Showed proof that it says they have received my item back but still not refunded the amount. And they just keep sending emails asking for more evidence. When I have gave them all evidence even proof they have accepted it. No contact number only an email which useless.”
“This company is NOT TO BE TRUSTED! They offer a fair price online for your device and then more than half their offer once they have it. I would have given no stars but it won’t let me. Such a morally indecent way to operate a business. STEER WELL CLEAR!,”
“Very poor company , firstly as advertised don’t do same day payment and also when you contact them all you get it I have spoke to accounts to put your payment through as priority this was 5 days ago so I have decided I want my phone back so I can go to a decent company as they have had my phone a total of a week and a half and I still have no money. AVOID”
“Slow to dispatch, item not as described, bought excellent/pristine, screen scratched, phone casement damaged. Slow to respond to emails to arrange returns”
“I have been saving up for a long time to buy the Google Pixel 9a. I placed my order on Monday and received a confirmation email, but since then, the communication has been appalling. When I finally got through, I was told the order 'doesn't exist' and then the staff hung up on me. I have called 5 times today with no answer. You have my money. Either ship my phone immediately or process a full refund. This is no way to treat a customer.”
“Worst company to sell your phone
This is the worst company I have dealt with, not only in attempting to sell a phone, but overall. I sent a brand-new, sealed phone to the company. I was initially told that I had provided a false document and was later informed that the phone was on a contract. I provided the original Google invoice to demonstrate that this was not the case.
The advertised price of £535 was subsequently reduced to £250 without a clear or reasonable explanation. I requested information on how to submit a formal complaint on multiple occasions, but these requests were ignored. I was also advised that my postage costs would be refunded; however, after the phone was returned to me, this refund was refused, steer well clear of them is my advice.”
Hi there,
Thank you for sharing your feedback and we are sorry for the inconvenience caused.
Please note that devices once received are evaluated against the condition described by the customer if the details do not match the exact description of the customer then our quality evolution team proceeds with a revised quotation. The customer is kept informed through out the process and can make a decision to the new quote offered. Our team also reaches out the customer to get suggestion of new price by mentioning the reason of reassessment for the device. If the quote is not agreed upon then customers are able to contact the customer service team to review, arrange a resolution, or request a return of their device in line with the delivery and returns policies.
Kindly send an email to our team on sell@smartcellular.co.uk with your order number so the team can investigate this in detail.
We appreciate your patience and understanding throughout the process.
Kind regards,
Team Smart Cellular
“I purchased my phone off them mid October 25 , it was for a present in a weeks time , I was assured this would arrive, it didn’t , seems like they didn’t even have the phone to sell at that stage , I immediately cancelled my order received sluggish emails which confirmed this cancellation but a few days after along comes the phone , I requested to return it and have a refund, this request alone took 2 weeks to activate, they sent me a return label for Royal Mail, I immediately sent this back, , this was mid November 25 , they took weeks to confirm it’s safe receipt but have since done so , and I have 30 plus emails apologising for the delay in issuing my refund repeatedly saying the same despite advising them that I’m seeking legal advice etc etc , it’s 9 Jan 2026 and still waiting, please people DO NOT USE THIS COMPANY”
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution in line with our delivery and returns policies.
Kind regards,
Team Smart Cellular
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution in line with our delivery and returns policies.
Kind regards,
Team Smart Cellular
“The payments are not same day after a lot of back on forth and they decided to offer me £300 less than I was quoted and way less that is quoted for my device online for even the lowest grade which my device they admitted was in amazing condition, I then got told I need to wait 3 days for payment even though on the website it clearly states 'same day', it has been nearly a week and I am still waiting for payment”
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sell@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution in line with our payment and returns policies.
Kind regards,
Team Smart Cellular
“Price quoted £595 and on receipt of the phone they reduced it to £150. Nothing wrong with the phone, as new condition. Furthermore out of pocket as I have to pay to send the phone to them and for the return too. I won’t recommend this company to sell or trade your device. Would have given zero star ratings, but no option to give below one star.”
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sell@smartcellular.co.uk with your order details and any relevant information, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution in line with our delivery and returns policies.
Kind regards,
Team Smart Cellular
“Wrong phone delivered, returned and Smart Cellular wouldn’t send a replacement so requested refund which all in all took about a month after several phone calls.”
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution as appropriate under our delivery and returns policies.
Kind regards,
Team Smart Cellular
“Item not dispatched in a timely manner. Took several attempts to cancel order. No refund, just a notification the order has been sent. Customer services are shocking.”
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution in line with our delivery and returns policies.
Kind regards,
Team Smart Cellular
“I ordered an iPhone 14+ from you 3 weeks ago and have still not received it, I keep getting fobbed off by your sales staff , it as a Christmas present, it’s lousy service !!”
Hi there,
We’re really sorry for the inconvenience you’ve experienced. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll aim to arrange a resolution in line with our delivery and returns policies.
Kind regards,
Team Smart Cellular
“Save yourself the hassle and stress - AVOID AT ALL COSTS!
I ordered two iPhone 15s in pristine condition on 9 December. The company’s website stated both phones were in stock and qualified for next-day delivery, however nothing has been delivered.
Over the past two weeks I made repeated attempts to resolve this via phone and email. On the few occasions I managed to speak to someone, the conversations were vague and often ended with the call being disconnected. When calling back, my calls then went unanswered. I also exchanged multiple emails with a representative named Scott, but the situation remained unresolved.
On 18, 19 and 22 December, I was explicitly told in emails from Scott that the phones had been despatched. This was not true.
Royal Mail tracking was created but never progressed. The status shows “sender preparing item” only, with no scan confirming handover to Royal Mail. This indicates the items were never actually sent, despite being told they were.
After waiting for two weeks and repeatedly requesting delivery, I am now seeking a full refund without delay and am in the process of escalating the matter under my consumer rights. Given the lack of action and the inaccurate information provided, I have no confidence this company will resolve the issue without external intervention.
The website and sales emails are misleading, advertising “in stock”, “next-day delivery”, “delivery in time for Christmas”, and stating that orders will be dispatched within 24 hours via Royal Mail (tracked).
Based on my experience, I would not recommend this company.”
Hi there,
Thank you for sharing your feedback. Please note that orders are dispatched using insured, trackable courier services, with standard UK delivery usually within a few working days and tracking details provided by email once the parcel has been shipped. If a phone is not received within the expected timeframe, customers are able to contact the customer service team to review the tracking, arrange a resolution, or request a refund in line with the delivery and returns policies.
We’re really sorry for the inconvenience caused. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution, we’ll make this right.
Kind regards,
Team Smart Cellular
“The service has been appalling and I would not recommend or use Smart Cellular again. I ordered an iPhone 3 Weeks ago, they sent the wrong phone which I returned. I have constantly phoned and keep being told different things. The phone never arrived, so I cancelled the order. I’m still waiting on a refund of £181. The service has been disgusting. Save yourself a lot of stress and do not use this company.”
Hi there,
We’re really sorry for the inconvenience caused. Please contact our support team at sales@smartcellular.co.uk with your order number and any relevant details, and we’ll prioritise your case for swift resolution. We’ll make this right.
Kind regards,
Team Smart Cellular
