“Poor communication
Rude staff
Order over a week later than advertised
Wouldn’t order from this site again
Took over 17 calls before being able to speak to a staff member (each day I called)”
“It seems when you post quote online they offer a good value then when they receive it the price drops dramatically, I would be wary, offer £715 then received and came back to offer £150”
“Phone ordered over a month ago has not arrived. Replies to customer queries are virtually non existent.. Supply the phone NOW or return the funds to me now. Zero stars!!!!!”
“The phone was ordered on 23 April for next day delivery as a present to a loved one who was about to holiday abroad. Same day confirmation of order was received followed by same day confirmation that the phone had been sent. Nonsense. Two weeks passed before I got a phone but even then not in the colour I had originally ordered and it was supplied with the wrong charging cable. Poor Comms and awful customer service. I will never use Smart Cellular again.”
“I originally placed my order on 11 April 2025. Despite offering me a refund because the phone clearly wasn't turning up on 12 May I still haven't received my refund. I've chased a few times and been assured I'm getting my refund but still nothing! I'd recommend staying well clear of them.”
“I ordered a phone and it arrived very scratched and not the condition that was ordered. Returned the phone and have proof of delivery. 2 weeks later I have still not been refunded despite them texting me to say they had sent the refund - nothing received. As others have mentioned. They do not reply to emails and messages in anything like an acceptable timescale and dealing with a refund/return has been painful. Still not received my refund.
I have bought from them in the past and when it is straight forward the product and delivery is good. But any problems take forever to deal with due to them being so difficult to contact and get any kind of response.
I will not be using them again and am about to go to the Communications Ombudsman.”
“I ordered a phone on 20/4 and it’s still not arrived. All emails ignored and phone rings out. Worst customer service I’ve ever experienced. No apology or explanation . Avoid at all cost”
“Lost around £300 ordering a phone from here, arrived late with a screen that wasn’t working and a battery health of 76%, no communication and ignored emails so didn’t even attempt to send back for a refund and completely loose out, £100 on a new screen and £60 on a new battery, I will be taking this further!”
“I purchased a phone which was faulty so I returned it and as I needed a phone rather than wait for a refund I ordered another only in a different colour. This phone was not what I ordered and looked like the phone I returned and had the same defect. I also returned this phone and have been trying since March to get a refund for both phones but only got refunded for the first one plus the postage for the 2 phones. I have phoned and emailed several times and have not received any reply and when I did manage to get through on the phone the customer service was very rude and told me I wasn't making any sense!”
“I would not recommend purchasing a phone via Smart Cellular. I bought a phone, that was listed as in stock on their website on the 15th March. Several chasers and a further 10 days before they admitted they didn't have my specific phone, and didn't know if it would ever be available. I therefore requested a refund, that was the 25th. As at 7th May I still do not have my refund.”
“They rarely answer phone calls and emails. I make no apologies for submitting numerous reviews until my issues are resolved. Despite the fact that I have emailed and phoned them on numerous occasions and they have made me countless false promises I still have not received my phone. This situation is intolerable and theirtreatment of customers is despicable. I ask for the umpteenth time - where is my order?”
“I was happy with the price, but the after sales care is horrendous. No one answers the phone or emails you back properly. Waited 2 weeks or more for my order. My bank contacted you due to me being unable to get through”
“Sent my iPhone 14 pro 256GB to them for a validation sale and they offered me a totally unacceptable price. The reason being that the phone had screen scratches, the fact was these micro marks were on the screen protector and not on the phone screen. Better to sell on eBay as this Company will use every trick in their trade to under value your phone to make larger profits. Beware of my experience and don't trust them.”
“Ordered an iPhone 12 but received the wrong phone a few days later. We contacted Smart Cellular who eventually offered either a 10% discount to keep what we had or an exchange. We opted for the exchange and sent the wrong item back. We are now around 8 weeks later and the company refuses to respond to emails or live chat. When we talked to someone on the phone they were rude and said they were having supply issues with the iPhone 12. We still don't have a phone or a refund.”
“I continue with my negative reviews about Smart Cellular. A refund from them remains outstanding as does a separate order for a new phone. Excuses upon excuses. I think they tell you anything to placate and shut you up in the hope you’ll go away!”
“Took 3 weeks to arrive despite receiving a phoney dispatch notification.
I cancelled the phone after 1 week - heard nothing
Messaged (I have the transcript) emailed returns@ & sales@ and telephoned
3 weeks later the phone arrived after I should have been refunded
Stay away it seems they send out the wrong colours and take ages to do so.”
“I did not trade a phone in, so cannot comment on that particular process. However I ordered a refurbished iPhone 14 Pro, in pristine condition, in midnight black. Took a fair while to arrive which was not a huge problem, but Smart Cellular sent the wrong colour phone - purple, not midnight black. It is also not in pristine condition. They were impossible to contact, not answering the phone, and did not answer any emails. The only communication I received was to ask me to write a review, so here it is - avoid Smart Cellular and go somewhere else.”
“Ordered a phone 2 weeks ago. Still hasn’t arrived. They NEVER answer phone calls and seldom respond to emails. They also owe me a refund on another phone I returned to them. I sent this phone special delivery and signed for. Someone at the company actually accepted my return and signed for it over a week ago. Still no refund and no phone. A double whammy. Hopeless communication. Totally frustrating and unacceptable customer service. When this is sorted. Never again!”
“The phone I received was not that I ordered and I got it late for 3 days. When contacting customer service about return and refund, they just not reaching back to me.”
