“Bought an iPhone 13 Pro. On 8th April. When it arrived it was faulty with a very dark screen and the screen kept going blank and had to be force started. I sent it back and they sent me back the same phone with the same fault. Returned it to them and asked for a full refund which they have not given. This fiasco has been going on for over seven weeks. The statutory rights have been totally ignored.”
“Do not trust this company. Bought a phone that was not as described, returned within the time frame (the day after receiving) and have still not had my refund after months of trying to contact them. Customer service will not engage with me and have been very unhelpful and rude. AVOID AT ALL COSTS”
“On 29th April I placed an order on your website, payment taken straight away, and I received an email stating that the order will be shipped out in 2 days. All good, as bought an iPhone for my son’s birthday. 2 weeks passed and nothing! I sent messages on chat, and I was assured it was on its way. I followed up with an email to be then told that the order is cancelled! This was one day before my sons birthday!!! 2 more weeks have passed and I still have not been refunded and my follow up emails not answered. Oder was placed 4 weeks ago!!! This company is a scam and I would stay well away!”
“I sent my phone in to sell and they offered me such a low price compared to the online offer. I paid for return postage of my iPhone and still haven’t had it back 2 weeks later!! I would avoid this company they are a complete waste of time and energy!!”
“Missing phone from order 000105906.
I ordered 2 x iPhone 14 Pros for my kids on 15/05 and received the parcel on 23/05. Receiving the parcel from Royal Mail, I could tell straight away something was missing due to the size and weight of the package. Opened the package to find 1 x charging cable and 1 x handset packaged in the cardboard box they come in, no 2nd phone or charging cable. Attempted to contact them on the phone but the number just rang and rang with no answer so Emailed the sales team immediately stating I’d received the package and 1 x phone and charging cable was missing. The website states they respond within 4 hours, got no response. Then located another email address on their website for the trade in team so forwarded my initial email on to them, response from this email was received within 20 minutes stating it’s not that department which deals with sales they’re for trade in queries only, fair enough but you’re all one company and seen as no ones responding to the other email address you’d think they’d escalate internally or make contact with the sales department to get my issue looked in to. I responded to that email stating no one’s coming back to me and CC’d sales inbox in again, still no response. The order is marked as ‘complete’ in my online account, clearly it’s not! So I’m stuck now with 2 x boys expecting a phone and I’ve not got what I paid for. I’ve now had to order another phone, another £500 spent, from a different provider to make sure my boys aren’t disappointed. I’ve raised a dispute with my bank to reclaim 1/2 of the £980 I spent as I genuinely don’t think they’ll respond or acknowledge the fact that the order is incomplete. It’s a shame though as the phone I have received is immaculate, charging cable is used and damaged though so another issue there but don’t hold out any hope of getting it resolved. I’ve used this company before and the products they sell are great, but this has changed my whole experience and opinions of the company that I won’t be recommending them or using them again.”
“Terrible customer service. Still awaiting acknowledgement that my refund is actually being processed. I requested to cancel my order on the 16th May due to my order not being sent as promised.”
“A terrible experience; Bought an iPhone 15 which never appeared. After 4 week waiting I requested a refund instead. 4 Weeks later and I am still trying to get my refund. This is a scam, they take your money and deliver nothing.
Although their prices are good I would advise steering well clear of Smart Cellular, I have wasted hours trying to communicate with them and they constantly fob me off.
I have now had to raise a dispute with my bank to try and get my money back.
Sadly we can't give zero stars so 1 star will have to do.”
“Very poor customer service and delays. No updates, phones are never answered, messages are not replied to, unexplained delays with orders. Not very happy and will not recommend smartcellular to anyone who wants a stress free shopping experience.”
“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.”
