“horrendous customer service and delays. Didn't offer what my phone was worth i had to ring 5 times after sending money and my postage adress waiting for my old phone to be sent back and it still has not
very disappointed”
Hi there, we're really sorry to hear about your experience with our customer service and the delays you've encountered. We understand how disappointing this must be for you, and we sincerely apologize for the inconvenience caused.
Your feedback is important to us, and we want to assure you that we are looking into this matter. Please reach out to our support team again, and we'll do our best to assist you promptly.
Thank you for your patience during this time.
Warm regards,
Team Smart Cellular
Hi Rohail, we’re very sorry to hear about the mix-up with your phone order and the delayed response to your emails. We completely understand how frustrating this must be for you, and we apologize for any inconvenience caused.
Your satisfaction is important to us, and we would like to resolve this issue as quickly as possible. Please try reaching out to our support team once more, and we will do our best to assist you right away.
Thank you for your understanding and patience during this time.
Warm regards,
Team Smart Cellular
“They offered a higher price on the website but changed and offered a lower price when I sent my phone to them. I rejected their offer and paid £8.15 for next day return postage but they're holding on to my phone. It's been over 25 days an I still haven't received my phone back.
This is the worst experience and service ever!
I'm still waiting for my phone!”
Hi there, we’re really sorry to hear about the frustrating experience you’ve had with your phone and the delayed return process. It’s completely understandable to feel concerned after such a long wait, and we sincerely apologize for any inconvenience this has caused you.
We want to assure you that we take these matters seriously, and your situation is important to us. Please reach out to our support team again for assistance, as we’re eager to help resolve this as quickly as possible.
Thank you for your patience through this challenging time.
Warm regards,
Team Smart Cellular
“I wish I'd read these reviews before sending this company my phone. As with others, they offered way less than originally on the pretext of 'scratches on the side'. I accepted anyway as I need the money but they have not paid me. I have emailed numerous times but get no response. DO NOT SEND YOUR PHONE to these people, you will end up like I have with no phone and NO PAYMENT. I'm a pensioner and needed the money towards my winter fuel bills, I feel stupid for trusting them and betrayed by them.”
Hi Rose, we are truly sorry to hear about the difficulties you've faced regarding your phone and the lack of communication on our end. We completely understand how vital this money is for you, especially during the winter months.
It’s disheartening to feel let down, and we genuinely apologize for the experience you’ve had with our service. Please try reaching out to our support team again, as we want to make this right for you. Your situation is important to us, and we are committed to resolving it as quickly as possible.
Thank you for your understanding, and we hope to restore your faith in us.
Warm regards,
Team Smart Cellular
“Ordered a phone on the 13th of August, update from sales saying the phone has been dispatched on the 18th of August, then another on the 26th, then another on the 27th. Phone arrived on the 28th and was not the phone ordered. Emailed the Sales email address on the 28th, nothing heard. Spoke to someone on the live chat on the who said to email again, emailed again on the 1st of September, still had nothing back.
Given the lack of communication from this company I was not confident in sending the phone back for a refund as I doubt the money would be returned.”
Hi there, we truly apologize for the inconvenience you've encountered with your order and the subsequent communication issues. It’s understandable to feel frustrated when expectations are not met, especially with something as important as your purchase.
Please know that your feedback is very important to us, and we’re committed to resolving this situation. We encourage you to reach out to our support team again, and we will do our utmost to assist you promptly.
Thank you for your patience, and we hope to regain your trust in the future.
Best wishes,
Team Smart Cellular
“Offered £300 for my phone, once received they then offered £60. 20 days later still not returned my phone - keep emailing asking what I want for my phone. I want it returned to me. These are con- artists. Do not use them. I believe they’ve either sold my phone or lost it.”
Hi there, we sincerely apologize for the frustration you're experiencing regarding your phone and the offer made. It’s completely understandable to feel concerned when communication breaks down, especially involving your property.
We take these matters very seriously and would like to resolve this for you as soon as possible. Please reach out to our support team again, and we’ll do everything we can to assist you in getting your phone returned.
Thank you for your patience and understanding during this time.
Best wishes,
Team Smart Cellular
“I sent them my phone which they undervalued; in fact I did not recognise it from their description. Now in spite of two emails and two calls they will not send my phone back to me. What are they trying to hide?”
Hi Bradley, we’re really sorry to hear about your experience with the undervaluation of your phone and the difficulties in retrieving it. It’s completely understandable to feel frustrated when expectations aren’t met, particularly regarding your property.
We take your concerns seriously and would like to resolve this situation for you. Please reach out to our support team once more, and we’ll do our best to assist you. Your feedback is essential for us to improve our service.
Warm regards,
Team Smart Cellular
“The phone clearly was not in stock and despite promises never turned up. Extremely difficult to contact customer services. Finally managed to cancel the order after about 3 weeks when I managed to get through by pretending I wanted to place an order and reordered elsewhere for next day delivery. Would not use again.”
Hi there, we’re really sorry to hear about the difficulties you faced with your order and our customer service. It’s frustrating when expectations aren’t met, and we sincerely apologize for any inconvenience caused during this process. Your feedback is incredibly valuable to us as we strive to improve our communication and service.
Please feel free to reach out to our support team again, and we’ll do our best to assist you moving forward. We appreciate your patience and understanding.
Warm regards,
Team Smart Cellular
“They told me 4 times that phone had been dispatched, but tracking number never even appeared on the Royal Mail site. No phone arrived. No refund. Terrible communications no one ever answers the phone. I suspect the guarantee is worthless as you can never get hold of them. Just starting chargeback with my credit card company. Would give zero stars but not an option.”
Hi C, we’re really sorry to hear about your experience with the phone dispatch and communication. It’s frustrating not to receive the product as expected, and we completely understand your concerns about the lack of tracking information and responsiveness from our team.
We value your feedback greatly, and we want to resolve this for you. Please reach out to our customer service team, and we’ll do our best to assist you. Your satisfaction is important to us, and we appreciate the opportunity to improve.
Warm regards,
Team Smart Cellular
“Lack of communication. I recently received a faulty device and emailed them but never heard anything back so I had to take the device to get fixed independently. Will not be using this company again”
Hi there, we’re truly sorry to hear about your experience with our communication and the faulty device. We understand how frustrating it can be not to receive a response, and we sincerely apologize for the inconvenience this has caused. Your feedback is essential, and we take it seriously as we work to improve our support.
Please reach out to our customer service team so we can assist you further and address your concerns. We truly value your feedback and appreciate the opportunity to make things right.
Warm regards,
Team Smart Cellular
“Very disappointed. Lack of communication on multiple occasions with phone not answered and no response to emails.
Despite claims of faster payments - still waiting for payment despite multiple attempts to chase this. I wouldn’t use them again”
Hi there, we're truly sorry to hear about your disappointing experience with our communication and payment process. We strive to provide timely responses and support, and it's disheartening to know we fell short in your case. Your feedback is invaluable to us, and we are committed to improving our service.
Please don’t hesitate to reach out to our customer service team, as we want to assist you in resolving this issue promptly.
Warm regards,
Team Smart Cellular
“I would leave no stars if you could, they literally stole my phone from me and I have had to call the police.
Sent my phone in with a quote of £455 and they offered me £150. It was a brand new phone, not even used. They said they would send it back and didn't. Now cannot get a response from them. Like I said, I have had to report the phone stolen to the police. You have been warned.”
Hi there, we're truly sorry to hear about your experience and the distress it has caused you. The situation you described is concerning, and we take such matters very seriously. We deeply value our customers and strive to handle every transaction with integrity.
We encourage you to reach out to our customer service team directly so we can understand your situation better and assist you appropriately. Your feedback is essential, and we want to ensure that we resolve this for you.
Warm regards,
Team Smart Cellular
“They offered me £420 for my brand new phone, i sent my phone but I was told because is in contact they give me less for it, this is just a trick they use to pay less, I didn't want less money so I asked them to send it back to me, I havevto beg every day till finally they sent it back, worst phones selling experience i ever had.”
Hi Csaba, we're sorry to hear about your experience and the confusion regarding the valuation process. We strive for clarity and fairness in our transactions, and it's disappointing to hear that we fell short in your case. Your feedback is valuable to us, and we want to ensure you feel supported moving forward.
Please reach out to our customer service team directly, and we will do our best to assist you with your concerns.
Warm regards,
Team Smart Cellular
“Bought my new phone a couple of months ago.not been used apart from when i first set the phone up on recieving it.From being worth between 700 and 800 for trade it.you tell me it has scratches on the screen and on the edge.both front screen and internal screen came with screen protectors on.You then offer me a regrade of £70.
This is the 2nd time this has happened with you.i feel like I'm trying to be conned and have requested the return of the device.
I will not be using you again”
Hi there, we're really sorry to hear about your disappointing experience with your recent phone valuation. We understand how frustrating it must be to feel that you're not receiving a fair evaluation, especially when you took care to protect your device. Our goal is to provide transparent and fair valuations, and we apologize if we fell short in this instance.
We've noted your request to return the device, and we'll do our best to resolve this situation swiftly. If you have any further concerns or need assistance, please don’t hesitate to reach out to us.
Warm regards,
Team Smart Cellular
“I would give zero stars if possible. I'm still waiting for my device back which I sent off weeks ago now. The grading they gave was way off so I asked them to return it. They've ignored all of my responses so will be forced to file a police report for theft.”
Hi there,
We’re truly sorry for the trouble you’ve experienced. Please contact our support team with your order number and any relevant details about the return so we can investigate immediately and arrange a resolution.
We’ll make this right.
Kind regards,
Team Smart Cellular
“I ordered two phones from this company but they only supplied one. When I contacted them to ask for the other phone they have continuously told me that they were investigating it. But they did confirm that they had failed to send the second phone to me. Then they lied by giving me tracking number that was recognised on Royal Mail tracker system. Again I contacted them but I am still awaiting the delivery of my second phone. Now I have no idea if or when I will get a response from them. Disgusting behaviour from this company, so anyone reading this, please do not use this company. Roy Humphreys”
Hi Roy, we're truly sorry to hear about the issues you've faced with your order. We understand how frustrating it is not to receive what you've paid for, and we appreciate your patience as we investigate this matter. Our team is committed to resolving this as swiftly as possible, and we're here to help you through the process. Please reach out to us directly with any further concerns or questions, and we'll do our best to assist you.
Warm regards,
Team Smart Cellular
“I sent my iPhone 14 Pro to this company after they gave me the highest price for sale. I was skeptical about sending to a company that wasn’t on the usual comparison websites and boy was I right!
I had to contact them to tell them they had received my phone as they didn’t even let me know they had it. They then went from offering me £500 to £80 saying the phone was in a “poor” condition by not using genuine parts. I know this to be untrue as I sent my device to apple to be fully repaired before selling to smart cellular so the phone was in perfect condition. They then sent me pictures of a phone that wasn’t mine as it had scratches on the places apple have repaired it. this was to try to get me to accept another really low offer.
After telling them 3 times over the course of a week that I want my phone returned they then tell me they will not send until the following week. That is 2 weeks after they received the device and 7 days after I told them I want it returned. The only explanation I have for them returning late is that they are potentially taking peoples phones and swapping genuine parts out of them for the phones they are trying to sell.
I do not trust this company and am yet to receive my phone back from them.”
Hi Matthew, we truly apologize for the difficulties you’ve encountered with your recent experience. It’s never our intention to cause frustration or to provide anything less than excellent service. We appreciate your feedback about our communication and evaluation process, and we’re committed to resolving this situation.
Please reach out to us directly at support@smartcellular.co.uk so we can assist you further and ensure that your concerns are addressed promptly.
Warm regards,
Team Smart Cellular
“Phones advertised were clearly NOT AVAILABLE.
Telephone calls went unanswered
emails prompted false promises of delivery.
Six weeks later, and 4 weeks after cancelling the order due to non delivery, a refund was made after intervention by my credit card company.”
Hi Malcolm, we sincerely apologize for the difficulties you've encountered with your order and the lack of communication. We understand how frustrating it can be when expectations are not met. Your feedback is invaluable to us, and we take your concerns seriously. We're committed to improving our services and ensuring that our customers have a better experience in the future. If there’s anything more we can do to assist you, please reach out to us directly.
Warm regards,
Team Smart Cellular
“Fake advertising, misleading starting offer, even on new phones they'll come up with all sorts of bs to drop the price, and offer you half the original price/offer.
STAY AWAY!”
“I have used this company 3 times before. The first couple of orders went smoothly and I was very satisfied. However, the time before my latest purchase had some delays in delivery, even though I was told the phone was in stock.
This time I ordered a Samsung S20 Plus on 20th July. I was told it was in stock and I would receive express delivery. I received an email telling me that my phone had been dispatched and that I would receive it on Friday, 25th July. No tracking number was provided (first red flag). I emailed to request a tracking number, but I did not receive a response. Friday 25th came and went but no phone!
I again contacted Smart Cellular, only to be told they were having a delay but that my phone (which had supposedly been dispatched) would be sent out later that week and I would receive it on Friday, 1st August. Guess what? Friday came and went and still no phone. Again, I contacted the company and said that, as my phone had not been dispatched, please cancel the order and issue a refund.
I then received an email apologising and saying that they would offer me a £10 refund and a free pair of earbuds if I accepted and to please reply. I did reply, stating I wanted to cancel the order and receive a refund. To my dismay, I received an email the next day, stating that despite my instructions, the phone had now been dispatched to me. I immediately responded, saying I would not accept the parcel from Royal Mail and it would be returned to them.
When the phone arrived, I refused delivery and it was returned to them. I once again contacted the company when I knew the phone had been delivered back to them. I provided a tracking number and asked again for my refund. It then took over a week before I received an email informing me that I would receive a refund. The refund finally arrived on 15th August.
Judging by a lot of reviews, there are some serious issues with this company, particularly in communication. Why blatantly lie to a customer (twice) in saying the goods had been dispatched when clearly they hadn’t? Also, the mechanism for speaking to someone is woeful. The ‘cherry on the cake’ was receiving an email later asking if I was happy with my purchase and would I leave a five-star review? As a reward, I would receive a free pair of earbuds!
This is an honest review and I would caution anyone dealing with Smart Cellular in the future. I gave them the benefit of the doubt once but NEVER again!”
Hi David, we're truly sorry to hear about the issues you've encountered with your recent order. We appreciate your feedback, as it helps us identify areas where we need to improve. It's disappointing to know that you experienced delays and communication problems, and we completely understand your frustration.
We pride ourselves on providing a smooth shopping experience, and clearly, we fell short this time. Your comments will be addressed internally to ensure this doesn't happen again. Thank you for your honesty, and we hope you'll reconsider us in the future.
Warm regards,
Team Smart Cellular
