“I bought it because it said next day delivery. After purchasing, I received an email saying it would be delivered in 3-5 working days. It would still be fine if that were the case but a week passed without a dispatch email. I called the customer service and was told it would arrive in a few days. It didn't. I received a dispatch email 13 days after purchase, stating the product would be delivered the following day. It didn't. It got delivered 2 days later. And the worst part is that, even though I paid for the pristine grade, the phone had a lot of dent marks on the sides.”
Hi,
I’m truly sorry to hear about the issues you’ve experienced with your order. It’s disappointing to learn that the delivery times and condition of the phone did not meet your expectations. This is not the level of service we strive to provide.
Could you please contact us directly? I’d like to resolve this matter for you and address any concerns about the phone’s condition.
Thank you for bringing this to our attention. We’re committed to improving our service and hope to have the opportunity to make things right.
Best regards,
The Smart Cellular Team
“Ordered a phone as a gift. Website stated order within 7 hours for delivery in 4 days. 2 weeks later still waiting for delivery. Called customer service numerous times but no one is available. Reverted to live chat, told my order would be with me mid last week, emailed 22nd to cancel my order.....still waiting for a response”
Hi Karen,
Sorry for the delay. Please provide your order number so we can investigate and resolve this issue promptly.
Regards,
The Smart Cellular Team
Dear Customer,
Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We truly appreciate customers like you who provide valuable insights into our services.
We sincerely apologize for the inconvenience caused by the issues you encountered with your cellphone. It is regrettable to hear that your device had not been unlocked, restricting the use of your simcard. Additionally, we are sorry to hear about the front speaker not functioning properly. This does not align with the high standards that we strive to maintain at Smart Cellular.
To ensure we rectify these issues and further enhance our services, we kindly ask if you could provide us with specific details about your experience. Your input will immensely help us in identifying areas for improvement.
Once again, we extend our heartfelt gratitude for bringing these matters to our attention. We are committed to providing exceptional customer service, and your feedback is instrumental in helping us achieve that goal. We hope to have the opportunity to serve you better in the future.
Kind regards,
Smart Cellular Customer Support
“Absolutely rubbish website promises next day delivery. However ordered mine on Thursday 8th August but still no phone nearly 2 weeks later every time I call if I get through just get told it will be out to you in a couple of days they had a back log. Promises to chase it to no avail. DON’T BUY”
Dear Sarah,Thank you so much for taking the time to provide us with your valuable feedback on Smart Cellular. We truly appreciate your support and the trust you've placed in us.
We sincerely apologize for the inconvenience caused by the delay in receiving your phone. We understand how frustrating it must be to have waited for almost two weeks after expecting next day delivery. We apologize for the confusion caused by our backlog situation and the lack of updates you received when contacting our customer service team. This is not the experience we aim to provide our customers, and we are truly sorry for falling short of your expectations.
We would like to assure you that we are committed to resolving this issue as quickly as possible. We will personally look into your case and ensure that your phone is promptly delivered to you. Can you please provide us with your order details (order number, full name, and contact information) so that we can address this matter urgently?
Once again, we apologize for the inconvenience you have faced, and we appreciate your patience and understanding. We value your opinion and would love to hear any suggestions or feedback on how we can improve our services and make things better for you and our future customers.
Thank you for your cooperation and feedback.
Dear Mubashir,Thank you for taking the time to share your feedback about your recent experience with Smart Cellular. We truly appreciate customers like you who provide valuable insights into our services.
First and foremost, please accept our sincere apologies for the poor customer service you encountered. It is disheartening to hear that we did not live up to our promises. This is certainly not the level of service we strive to provide, and we assure you that your concerns have been taken very seriously.
To rectify the situation and improve our services, we kindly request your assistance. Could you please provide us with specific details regarding the issues you faced? We are eager to address any shortcomings and make the necessary improvements to ensure that this type of experience does not happen again.
Once again, we are truly sorry for the inconvenience you have faced. Your feedback is a crucial part of our growth and enables us to enhance our customer experience. We highly value your patronage and would like to assure you that your satisfaction is our top priority.
Please let us know how we can make things better for you. We look forward to hearing from you and regain your trust in our services.
Thank you for your understanding.
Best regards,
Smart Cellular
“hi i ordered a iphone in pink and it came blue so i emailed customer service on how to to return it and who will pay for the return they do not answer the question
i would never recommend this company to anyone
it says this is a world wide company but does not have phone number to talk to someone
my order number is 000088829”
Thank you for taking the time to share your feedback about your experience with Smart Cellular. We genuinely appreciate your input and apologize for the inconvenience you encountered.
We understand that receiving an iPhone in the wrong color can be frustrating. We apologize for the oversight and any confusion caused by our customer service team's response. Rest assured, we take this matter seriously and will address it promptly to ensure a better experience for our valued customers.
To resolve the issue and assist you with the return process, we kindly request more information regarding your query. Please let us know your preferred method of contact and the most convenient time for us to reach out to you. Alternatively, you can provide us with your contact information or call our toll-free number [insert number] for immediate assistance.
We truly value your suggestions and are committed to improving our services. Rest assured that we will thoroughly investigate this matter and make any necessary adjustments to prevent similar incidents in the future.
Once again, we extend our deepest apologies for the inconvenience caused. Your feedback is invaluable to us, and we appreciate your willingness to help us identify areas where we can enhance our customer experience. We are determined to make things right for you and ensure your utmost satisfaction.
Thank you for bringing this issue to
“Will never buy from this company again, ordered a phone and was led to believe it would be delivered in 3 to 5 days it took over 3 weeks to recieve phone, i had recieved emails saying thay the phone had been dispatchedbut no tracking number and no phone either, after emailing them and being told that there was a problem with the handset and that they would get it to me by the end of the week at the latest. Which they didn't had to go through PayPal to get anywhere they then sent a tracking number which wasn't showing anything till nearly a week later , I finally recieved the phone not in the condition I paid for or the colour I ordered very disappointed with the service from this company. I even asked them why they sent the dispatch emails if they hadn't actually dispatched the phone and no reply, they only did something when I went through PayPal and even then it was wrong.. I would have liked my money back .. I even had to go out and buy another phone before the one from them arrived”
Thank you so much for taking the time to share your experience with Smart Cellular. We sincerely appreciate your feedback and we apologize for the inconveniences you faced during your order process.
We are truly sorry for the delay in delivering your phone. We understand how frustrating it can be to expect an item within a specified timeframe, only to have it arrive much later than anticipated. We apologize for any confusion caused by the dispatch emails and the absence of a tracking number. We recognize that our communication fell short of your expectations.
Furthermore, we deeply regret the condition and color discrepancy of the phone you received. This is not the level of service we strive to provide, and we understand how disappointed you must be.
We would like to understand your experience better and are determined to make things right. Could you kindly provide us with your order details and any additional information via email or phone? We want to ensure that we address your concerns promptly and effectively.
Once again, we sincerely apologize for the inconvenience this has caused you. It is through valuable feedback like yours that we are able to improve our services and prevent similar issues from happening in the future.
Thank you for your patience and understanding. We look forward to hearing from you soon so we can work towards resolving this matter to your satisfaction.
Best regards,
Smart Cellular Team
“An apology would have been good. Ordered phone and received an email 48hrs later saying item had been dispatched. 10 days later still not arrived and spoken to customer services on three occasions. Have told that has still not been dispatched and informed (after the first call) that it would be dispatched within 24-48hrs. This was wrong information the customer service member of staff actually could not confirm this. I suspect this was only to placate me but I did not receive an apology and the team have been very rude and abrupt on the phone. The advertising on the website is VERY misleading - they clearly do not offer next day delivery and are extra-ordinarily slow at both replying and getting the items dispatched. This is the third time I have purchased from this company but I would NEVER recommend again”
Dear PH,Thank you for taking the time to provide us with your feedback on your recent experience with Smart Cellular. We sincerely appreciate your feedback and apologize for the inconveniences you faced throughout the process.
We are truly sorry for the delay in the delivery of your ordered phone. We understand how frustrating it can be to wait for an item that was promised to arrive within a certain timeframe. We also apologize for any confusion caused by the conflicting information provided by our customer service team. It is never our intention to mislead or placate our valued customers.
Furthermore, we apologize for any rudeness or abruptness you encountered during your interactions with our team. This is not the level of service we strive to provide, and we are committed to taking the necessary steps to ensure it does not happen again in the future.
Regarding your concern about our advertising, we acknowledge the discrepancy between our website's promises and the actual delivery times. We understand how misleading that can be, and we are actively working on improving our processes to offer more accurate information to our customers.
Your feedback is invaluable to us, and we genuinely want to make things right. We appreciate your loyalty as a repeat customer, and we would be grateful if you could share with us any specific suggestions on how we can improve our services and regain your trust.
Once again, thank you for bringing these issues to our attention. We sincerely apologize for any frustration caused, and we assure you that we are taking immediate action to address and resolve them.
Best regards,
Customer Support Team
Smart Cellular
“Very disappointing experience so far and I've not finished yet. I have been trying to refrain from writing a review until we have finished our business, but I am starting to feel like I am getting ignored.
I do not rate companies down on faulty goods, that's just life. What's important is how the issue is dealt with.
In my case I had an issue with the amount of scratches on the screen of the handset I ordered as it was listed as "Excellent" condition.
I would have potentially settled for a partial refund or a replacement. However, I have e mailed them several times, I had an e mail back on each occasion stating they would contact me after 2 working days maximum. A week and 4 e mails later, I have still not heard anything.
They have e mailed and text me asking for a review, so here I am. I even replied to their review requests asking for someone to please e mail or call me back. Still nothing, so I have just tried calling. initially a message to say that I was in a queue, then it said no one was available.
I am very frustrated and still have no resolution.
I am extremely tenacious and I will NOT let this drop, whatever hoops I need to jump through to reach a resolution.
I will keep you all posted on the case.”
Dear SR,Thank you for taking the time to share your feedback about your experience with Smart Cellular. We appreciate you bringing this matter to our attention, and we sincerely apologize for any inconvenience you have experienced.
We understand your frustration and we apologize for the lack of response you received regarding the issue with the scratches on the screen of the handset. This is not the level of service we strive to provide to our valued customers.
We regret the delay in addressing your concerns and not meeting the expected standard of communication. We truly value your business and your satisfaction is important to us.
To ensure that we resolve this matter to your satisfaction, we will prioritize your case and take the necessary steps to reach a resolution. We understand the importance of your inquiry and we will make every effort to respond promptly to your email and call.
Once again, we apologize for the inconvenience caused and assure you that we will do everything in our power to rectify the situation. Your patience and understanding are greatly appreciated.
Please rest assured that we are committed to providing excellent customer service, and we will take your feedback into consideration to improve our processes and prevent such incidents from occurring in the future.
We look forward to resolving this matter and restoring your confidence in our services. Thank you for your continued support and cooperation.
Kind regards,
Customer Relations Team
“Appalling customer service. Ordered a brand new phone on the 16th of July and each week I am informed it will be with me at the end of the week. Each week I have to chase for an update to which I am responded to with a generic email informing me there is a “slight” delay. Clearly the customer service agent has not read the long trail of emails and is copying and pasting her shoddy response.
I have on numerous occasions asked for an exact delivery date so I do not need to keep chasing.
Surprised that this company has had good reviews. Shocking.
3-5 working day delivery and still waiting 1 month later.”
Dear Jodie,Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We really appreciate customers like you who let us know about their experiences, as it helps us improve our services.
We would like to sincerely apologize for the inconvenience and frustration caused by the delays in delivering your brand new phone. We understand how important it is to receive your order in a timely manner, and we regret that we have not met your expectations in this regard.
We are truly sorry for the generic email responses you have received and the lack of personalized attention. We acknowledge that our customer service agent should have thoroughly read your emails and provided you with a more detailed and accurate update.
We want to assure you that we value your time and your patience, and we are committed to resolving this issue promptly. In order to provide you with a more accurate delivery date, could you please let us know your order details and any specific preferences you may have?
Once again, we sincerely apologize for any inconvenience caused, and we would like to thank you for bringing this matter to our attention. We are determined to make things right and provide you with a more positive experience.
Please let us know how we can improve and make this right for you.
Thank you,
Smart Cellular Customer Support Team
“Poor customer service , incorrect colour of phone sent with many scratches on screen , not "excellent" standard.
Delivery was over3 weeks. Requested refund a week ago still waiting. Had to pay £5.99 to return phone, expect that payment to be refunded too. Unknown to me , My daughter had same experience with this company.”
Dear Caz,Thank you so much for taking the time to provide your feedback on your recent experience with Smart Cellular. We sincerely appreciate hearing from our customers, as it helps us identify areas where we can improve.
Firstly, we would like to apologize for the poor customer service you received, as well as the incorrect color of the phone which arrived with several scratches on the screen. This is definitely not up to the excellent standard that we aim to provide to all our customers.
We are truly sorry for the inconvenience caused by the delivery taking over three weeks and the delay in processing your refund request. We understand your frustration and assure you that we are working on expediting the refund process. Additionally, we completely understand your expectation for the £5.99 payment to be refunded as well.
It is disheartening to hear that your daughter had a similar experience with our company. We take such matters seriously and will be investigating it further to ensure that these issues are rectified promptly.
We would like to invite you to share your thoughts on how we can make things better for you and your daughter. Your feedback is invaluable to us, and we want to ensure that we provide you with the best possible resolution.
Once again, thank you for bringing these
“Awful experience, took three weeks to get phone, can never get speaking to anyone, don’t answer , don’t return calls, don’t respond to emails, and when they do, different people tell you different things. Wrong colour sent. Avoid this company at all costs.”
Dear Patrick,Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We truly appreciate your honesty and bringing these issues to our attention.
Firstly, we would like to sincerely apologize for the inconvenience you faced regarding the delayed delivery of your phone. We understand how frustrating it can be, and we deeply regret any inconvenience caused.
We're sorry to hear that you have had difficulty reaching out to our customer support team. We strive to provide excellent service, and it's disheartening to hear that we have fallen short in this aspect. We will address this matter promptly to ensure that our customers can always reach a member of our team for assistance.
In regards to your concerns about unanswered calls, unreturned calls, and unresponsive emails, we apologize for any inconvenience caused. We understand the importance of timely communication, and we will investigate this matter further to ensure that this does not happen again.
We are truly sorry to hear that you received the wrong color for your phone. This is not the level of service we aim to provide, and we apologize for the mistake. Kindly let us know your preferred color, and we will promptly arrange for a replacement to be sent out to you.
Please know that we take
“I have to unfortunately write a bad review for my purchase of a refurbished Samsung Galaxy S21 5G.
It was supposed to be in "pristine" condition which means no visible scratches on the phone. However there was a few scratches on the screen with particularly one scratch standing out more than the others.
Moreover it took nearly a month to get the phone delivered to me.
I did ask for some kind of compensation for this, but have received none.
I have nothing good to say about Smart Cellular. I'm sure they can do better than this though.. I give 1 star because the phone arrived.”
Thank you so much for taking the time to provide your valuable feedback regarding your purchase of a refurbished Samsung Galaxy S21 5G from Smart Cellular. We sincerely apologize for the issues you encountered with the condition of the phone and the delay in the delivery process.
We understand your disappointment with the scratches on the screen, especially the one that stood out prominently. Our team is dedicated to ensuring that all devices are thoroughly inspected and refurbished to the highest standards, including a pristine appearance. We apologize that this was not the case in your situation.
Additionally, we deeply regret that it took an unusually long time for the phone to be delivered to you. We apologize for any inconvenience this may have caused. Rest assured, we take your feedback seriously and will address the delays in our delivery process to prevent such instances from occurring again in the future.
We are truly sorry for the inconvenience you experienced and for the lack of compensation received. We appreciate you bringing this to our attention, as it helps us improve our services. We assure you that we are currently looking into system enhancements to ensure a more efficient and timely resolution in such cases.
It is our sincere desire to exceed your expectations and rectify the situation. We value your business and would appreciate the opportunity to make things right. Please let us know how we can compensate you for the inconvenience and make this situation better. Your satisfaction is our top priority.
Once again, we thank you for your feedback and for giving us the chance to address your concerns. We hope to have the opportunity to serve you better in the future.
Smart Cellular Customer Support
“Terrible service. Delay with my order Cancelled my order 10 days an ago. They took my money straightaway but now I still have not had my refund and so difficult to talk to anyone.
If I can give you one piece of advice stay clear and buy from a reputable company.”
Dear Paul,Thank you so much for taking the time to provide us with your feedback regarding your experience with Smart Cellular. We greatly appreciate customers like you who share their honest opinions.
We are truly sorry for the delay and cancellation of your order. We understand how frustrating it must be to have experienced such a hassle. Additionally, the inconvenience caused by the delay in your refund is truly regrettable. We apologize for any trouble you may have faced in reaching out to our team for assistance.
Your advice to others about buying from a reputable company is duly noted, and we understand the importance of offering reliable and efficient service to our customers.
In order to make improvements and rectify the situation, we kindly request your assistance. Could you please provide us with further details regarding your order and the difficulties you encountered while trying to contact us? This will greatly help us in addressing the issues and ensuring a better experience for our customers in the future.
Once again, thank you for your valuable feedback. We are committed to making things right and appreciate your patience and cooperation.
Best regards,
Customer Service Team at Smart Cellular
“The phone was ordered on 2/7/24 but it took until 12/7/24 for the phone to be dispatched. I provided the id and address proof documents on the 3/7/24 but were never acknowledged. I found it impossible to contact Smart cellular by phone as the phone was never answered. Responses from the online chat were very slow and never resolved things.”
Dear Andrew,Thank you for taking the time to provide feedback about your experience with Smart Cellular. We truly appreciate your input and apologize for the inconveniences you encountered.
We understand that there were delays in dispatching your phone, which occurred nine days after your order was placed. Furthermore, we regret that your ID and address proof documents were not acknowledged upon submission on 3/7/24. We're sorry to hear that our phone lines went unanswered, making it difficult for you to reach us. Additionally, we apologize for the slow response and lack of resolution from our online chat support.
Your feedback is invaluable to us, as it helps us identify areas where improvements are needed. We genuinely want to make things better for you and all our customers. To ensure your satisfaction, could you please provide us with further details on how we can improve our services? We want to address your concerns promptly and make sure you have a more satisfying experience in the future.
Again, we appreciate your feedback and thank you for bringing these issues to our attention. We hope to have the opportunity to regain your trust and provide you with a better experience with Smart Cellular.
Best regards,
Customer Support Team
“Absolutely shocking, 1st phone sent was the wrong grade & wrong colour! Second phone wrong phone! Third phone damaged beyond a joke, ordered pristine, return cost still not covered! Repeatedly asked, emails ignored, thank god I payed for all 3 via PayPal! Disputing I returned 3rd phone, I have RM receipt via special recoded, photo proof of delivery, tracking signature and I’ve had to escalate to PayPal! To top it off this whole process has now been 5 months from first phone, do not expect a fast delivery, do not believe any email regarding dispatch, it’s all lies. One issue you could let slip, 3 and then play games and I loose money! Total clown show, I’d be amazed if anyone ever gets the grade/colour/spec phone they purchased, case in point my return photo from RM showed countless & I mean countless returns, save, time, saintly & money, any company but these jokers or should I say scammers as that’s what they are.”
Dear Reviewer,Thank you for taking the time to share your experience with Smart Cellular. We sincerely appreciate your feedback and apologize for the disappointing issues you encountered with your orders.
We deeply regret that the first phone you received was the wrong grade and color, followed by receiving the wrong phone with the second order. The fact that the third phone was damaged is completely unacceptable, especially when you had ordered a pristine device. We understand your frustration with the return cost not being covered, despite repeatedly asking for assistance and having evidence of shipping. We apologize for any delays in addressing your concerns and appreciate your patience.
We would like to assure you that we take your concerns seriously and are committed to making improvements. We understand the importance of delivering the right product in a timely manner and providing excellent customer service. We are already working on resolving the dispute through PayPal and will continue to do everything in our power to rectify the situation.
Your mention of countless returns in your photo from Royal Mail is particularly concerning, and we will investigate this matter further to ensure our processes are improved to avoid similar incidents in the future. We appreciate your suggestion to save time, sanity, and money by considering other reputable companies, and we will take this feedback to heart.
Once again, thank you for sharing your experience, and we genuinely apologize for the inconvenience caused. We value you as a customer and would like to make things right. If there is anything specific we can do to rectify this situation or address your concerns, please do not hesitate to let us know.
Kind regards,
Smart Cellular Customer Support
“still waiting for one of iphones i ordered two on 30/05/24 took money 31/05/24 now 23/07/24 so i guess you cannot order two and expect to get both still trying to get it sent out so hopefully receive it soon maybe order number 000083695”
Dear Keith,Thank you so much for taking the time to provide us with your valuable feedback about your experience with Smart Cellular. We truly appreciate your openness in sharing your concerns.
Firstly, we would like to sincerely apologize for the inconvenience and delay you have experienced with your order. We understand how frustrating it can be to still be waiting for the iPhones you ordered on May 30th, 2024, despite the payment being processed on May 31st, 2024. We acknowledge that this has not met your expectations, and we deeply regret any inconvenience caused.
Please allow us to assure you that we are doing everything within our power to rectify the situation promptly. We understand the importance of delivering your order as quickly as possible and we are actively working on getting it sent out to you without further delay. Your order number, 000083695, will serve as a reference for our dedicated team.
Furthermore, we would greatly appreciate it if you could provide us with any suggestions or ideas on how we can improve our services. Your feedback is vital to our continuous efforts in enhancing the overall customer experience.
Once again, we sincerely apologize for the delay you have encountered and assure you that we are committed to resolving the situation as soon as possible
“Phone was described as ‘Excellent’ when it arrived it had numerous marks on it. Took a number of emails before I received my refund 11 days later. Still haven’t received my postage returns cost yet.”
Dear ,Thank you so much for taking the time to share your feedback on your recent experience with Smart Cellular. We truly appreciate hearing about your experience and apologize for any inconvenience caused.
We are sincerely sorry to learn that the phone you received had numerous marks on it, contrary to the excellent condition it was described as. We understand how frustrating this must have been for you. Additionally, we apologize for the delay in processing your refund and for the inconvenience caused by the multiple email exchanges. We are committed to providing a seamless experience for our customers, and we deeply regret falling short of your expectations.
To rectify the situation, we would love to learn more about your specific case. Could you please provide us with more details regarding the refund process and the outstanding postage returns cost? This will help us investigate and ensure that such occurrences do not happen in the future.
Once again, we appreciate your valuable feedback and will do everything in our power to avoid similar issues. Our aim is to continuously improve and provide the highest level of service to our customers. If there is anything else you would like to bring to our attention, please feel free to reach out. We are here to assist you.
Thank you for choosing Smart Cellular, and we hope to restore
Dear MIDAYI,Thank you so much for taking the time to provide your valuable feedback on Smart Cellular. We truly appreciate your honesty and willingness to share your experience with us.
Firstly, we would like to apologize for the inconveniences you faced. We understand how important it is for our customers to have a seamless and satisfactory experience with our services, and we deeply regret that we fell short of your expectations.
After carefully reviewing your review, we have identified a few issues that you mentioned which we would love to address and improve upon. Can you please provide more details about the specific problems you encountered? This would greatly help us understand your concerns better and allow us to work towards finding effective solutions.
Making things better is of utmost importance to us, and your feedback plays a crucial role in that process. We value your opinion and are committed to ensuring that our customers' experiences reflect the high standards we strive to achieve.
Thank you again for your valuable feedback, MIDAYI. We genuinely apologize for any inconvenience caused and sincerely hope to have the opportunity to serve you better in the future.
“Phone took weeks to arrive.When it finally arrived,after I cancelled it,it was scratched badly all over top of screen.The phone was supposed to be pristine it was nowhere near pristine it was at best in poor condition.I will never use this company again and would never recommend them.i”
Dear P.Martin,Thank you so much for taking the time to share your feedback about your recent experience with Smart Cellular. We truly appreciate customers like you who provide us with valuable insights.
We sincerely apologize for the inconvenience you faced with the delayed delivery and the state of the phone upon arrival. We understand your disappointment as the product was supposed to be in pristine condition, and we deeply regret that it fell short of your expectations. This is certainly not the level of service we strive to provide.
It is genuinely important to us that we rectify this situation and regain your trust. We would like to discuss this matter further with you in order to find a suitable solution. Please let us know how we can make it up to you, whether it's through a replacement phone, a refund, or any other means that would better meet your needs.
Once again, we truly appreciate your feedback and want to assure you that we take your concerns seriously. Kindly reach out to us at your convenience, as we value your satisfaction and are committed to making things right.
Thank you for your understanding, and we look forward to the opportunity to make amends.
Best regards,
Customer Service Team
Smart Cellular
