“NEVER received it !!! Emailed you 5 times ! Was totally ignored ! Its sitting in a sorting office in Croydon, Royal Mail, who have no idea where it is ????????? I was emailed by Royal Mail it was in transit and would be delivered on the 18-12-2024, YET NOTHING !, to this day. SO, wheres my money ? I emailed you 5 times and cancelled my order, yet your sales reps TOTALLY ignored me !!! Im disgusted to say the least !!! It seems that i will have to seek legal advice.”
“The phone took over 3 weeks to arrive and I had to chase. I purchased a ‘Pristine’ phone and it has scratches on the screen. I emailed with a photo and 6 days later I have not heard anything back , so very disappointed”
“I wanted to return the phone I had bought for a refund. I knew that I needed to do this within 30 days of receipt. I was on the 30 days, so used online chat who advised me that because I had made the request within 30 days, I was eligible.
Called a couple of weeks later, spoke to customer service agent who told me that my phone had been received, but that I had requested a replacement: simply not true! They agreed to make change and arrange for a refund which “should be with you within a few days”.
Three days later, I received an email advising that a new phone was due to be delivered. When it arrived, I called back. I received INCREDIBLY rude customer service; she told me that what I had been told by an online chat about the timing of returns (that I was in time) was irrelevant: and also the advice that she herself had given me a few days before this call (“I’ll arrange a refund for you”) was also irrelevant :”you signed up to our terms and conditions”. In addition m, the replacement phone was in a worse condition than the one I had originally received.
I very rarely lose my temper with people, because I appreciate that they have a job to do: but in this case, her arrogance, refusal to acknowledge that the advice I’d been given previously had any relevance: her continually talking over me and in a condescending tone really got my goat: and I’m afraid that I did swear down the phone at her, which I am not proud of.
So now I have a phone I don’t want; I’m £8.50 down on the return postage, and an extremely unhappy customer.
I won’t be buying anything from this company again. Ever.”
“Sent a phone back due to top speaker not working- over 2 x weeks ago and not heard anything from them!! It was a present for my mums birthday and now she has no phone . Not replied to any email and no answer on telephone number . Feeling very frustrated and hope I hear very soon otherwise I will have to seek further advice to resolve this.”
“I ordered a phone that was described as being in 'good' condition. When it arrived, the phone was covered in scratches. I contacted Smart Cellular by phone and email on about 10 occasions to complain. Every time, they told me they were looking into it, but the situation still hasn't been resolved. No refund. No replacement phone. Their customer service is appalling. Save yourself a whole load of hassle and buy from Back Market instead.”
“Absolutely a scam company
Ignore emails and calls
No one has a surname and using English names for obvious not English people
Reported to the police as they won't return my phone”
“Avoid this company at all costs. Took them 58 days to deliver my phone. Spent hours on the phone to them and they were just saying that my case has been “escalated” with no update on delivery. Emails saying they have guaranteed delivery before Christmas but still nothing. On the phone with the complaints manager he was saying that he would upgrade my phone due to the delay but when speaking to the customer service manager she didn’t want to do anything. Absolutely poor customer service!!!”
“Very quick delivery, phone is as described, really good price, very smooth service, they do respond to emails and they do have a phone number and address which inspires confidence in the company. I am more than happy to use again.”
“I ordered an Apple Watch on Black Friday. It was a competitive price which led me to purchase from them. I received the wrong item in the post and when informing smart cellular about this I received and email initially bragging about how fast the delivery was before offering for me to return the item for a replacement.
I phoned the company to ensure a replacement was available as I wanted to ensure that I didn't miss out on the Black Friday deals as if there wasn't a replacement available I would have purchased from an alternative company also proving Black Friday discounts.
I was informed they had my watch and had placed it to the side and informed all of the dispatch team to post it out as soon as they received my watch.
I phoned an emailed multiple times over the course of the following 6 weeks, each time being told they had emailed the returns department but had not received a reply. Over the course of 6 weeks this is clearly untrue.
eventually I was told that my money had been refunded - without me asking for this as I was still hopeful for my Apple Watch.
I am now left without the watch I purchased and have to purchase it at a higher price, missing out on the Black Friday sales. This is clear false advertising and poor customer service causing true financial loss on my side through a now increased price.
Extremely poor customer service throughout.”
“You sent me the wrong colour iPhone, I returned its and you haven't issues my refund. You sate below "how easy was it to get a refund?" Impossible!!!”
“Zero Stars. Find another company.
It is unbelievable that the immediate response to a poor review on this site is to ask me to ‘reach out to a customer service team for assistance’ as if that will somehow solve their problem. It seems the dozens of unanswered emails and unreturned phone calls since they banked my money in early December count for nothing. The implication that somehow their inability to ship a phone is because I need to do more is breathtaking. They have the order number above, this seems to be the only forum they reply to, so I want them to respond to this post when THEY have done something. I’ll post again in a few days with another review of what they have collectively managed to do. It is probably worth noting that in all my previous reviews for other companies I’ve only ever awarded 5 stars so I’m hardly a difficult customer.
For the sake of transparency, and in the spirit of their patronising response, I’ve copied my latest email here. It was sent immediately in response to their reply to ‘reach out’. Of course, as with all my other other communications with them beyond this Trustpilot site, I’ve heard nothing back despite the elapsed 3 days and their assurance to be in touch within two.
In response to your reply to my comment on Trustpilot.
I've waited since mid Dec for an S23 black pristine phone.
I've emailed and phoned repeatedly and nobody replies or acts to resolve the case.
Please do take this chance to make me a happy customer who feels valued and not conned.
Simply refunding my money at this stage isn't enough after the length of time, frustration at missing Christmas and disappointment of the whole saga.
If not an S23 pristine, then a pristine S23+ or Ultra by way of apology and customer service.
I look forward to a reply and some action on your part before commenting further on Trustpilot to report how you ultimately handled my case. Thank you.”
“AVOID, AVOID, AVOID
They have been lying, took my phone and are offering 75% less than what they quoted albeit a brand new phone even though I submitted all the required documents.
I HAVE ALL COMMUNICATION AND EVIDENCE RECORDED
Now they are not answering emails and refusing to send back my phone.
I have opened a small case claim, no other option left
please, people, please people avoid like the plague these people are daylight scammers, they steal your money and time”
“I am deeply disappointed with awful customer service - I have been waiting for a delivery which was promised to be ‘end of the week’ numerous times I then tried cancelling the order 3 times and was promised a refund and then you had the cheek to send me the phone ! I had already bought one from another supplier!”
“Literally had the exact same experience as M*** has posted 37 minutes before me!!!
Been waiting 3 weeks for a phone to be delivered (I’ve received 3 emails saying it’s been dispatched and will be with me by the weekend through the 3 weeks)…These were all lies!!!
I’ve requested a refund on Monday and today, 2 days later, I receive ANOTHER email saying the phone has been dispatched and will be delivered by Royal Mail…I put in the tracking number and it’s a UPS number…The package isn’t with them and it isn’t with Royal Mail either…Yet again another lie!!!
They’re avoiding giving my money back and sending out fake emails to keep stringing people along!
Worst phone company ever!!!
Lying to customers!!!
DO NOT BUY FROM OR SELL TO THEM!!!”
