Thank you for taking the time to provide feedback on your recent experience with Smart Cellular. We truly appreciate your valuable input.Firstly, we would like to sincerely apologize for the inconvenience caused regarding the issue of offering one price and providing a different one when you had the phone. This discrepancy does not align with our values and we understand how frustrating it must have been for you. Please be assured that we will thoroughly investigate this matter and take the necessary steps to address it appropriately.
Moreover, we apologize for not promptly responding to the email you sent us. Our team is normally very diligent in responding to customer inquiries and we regret that we fell short in your case. We will review our email management process to ensure this doesn't happen again in the future.
We understand your reluctance to use our services again and would like to assure you that we consider your feedback extremely important. In order to improve our services, we kindly request you to provide more specific details about your concerns or any suggestions you may have. Your valuable insight will greatly contribute to our efforts to deliver better customer experiences.
Once again, we would like to express our gratitude for sharing your experience with us. We genuinely apologize for any frustration or inconvenience caused and hope to have the opportunity to better serve you
“Ordered a handset and provided full payment. I then waited for delivery. Nothing happened after 4 days, so I reached out to them via email to discover there would be a "slight delay" to the order. After a week I requested they complete delivery or provide a refund. Neither happened but I did get a reply stating imminent delivery. Nothing happened so I attempted to call multiple times but nobody answered any calls and I was given the choice to leave a message or email "sales". The feedback was so sparse that I started to fear a scam was taking place, therefore I sent a strong email containing threats of further action. Only after this did I get notified of shipment. The phone was delivered the following day but the colour was not as per order. After a further email, I was offered a small partial refund or I could return the phone for exchange or full refund. I opted for the partial refund. I guess you could say that I got there in the end
More positively the phone supplied is in perfect working order and condition, with only the colour being not as expected
The company could dramatically improve by changing in small ways...provide a usable method of contacting them by phone, call back in a timely manner upon leaving a voicemail requesting this, provide upfront information on delays to deliver orders AND provide a viable reason and at the very least, provide honest answers to enquiries. An example would be instead of stating "there will be a slight delay to your order" provide realistic info such as "there has been a mix up and the phone you ordered is not available, however we have one of a different colour for you to consider" (this is just an example and may not represent the true reason for my delay). I am sure this could be an good company with these minor changes to customer relations”
Dear Peter,Thank you for taking the time to provide us with your feedback on your experience with Smart Cellular. We sincerely apologize for the inconvenience and frustration you encountered during the process of ordering and receiving your handset.
We understand your disappointment in the delay in delivery and the lack of communication from our end. We apologize for any inconvenience caused by this situation. It is not our intention to cause any doubts or concerns regarding the legitimacy of our business.
We appreciate your suggestion to improve our customer service. We acknowledge that providing a reliable method of contacting us by phone is essential, as well as responding promptly to voicemail messages. Additionally, we understand that transparent and honest communication about delays and reasons for them is vital to ensure a positive customer experience.
We are glad to hear that despite the issues, the phone you received is in perfect working order and condition. We understand that the color discrepancy was disappointing, and we apologize for any inconvenience caused. We appreciate your patience and willingness to work with us by accepting a partial refund.
We genuinely value your feedback, and we believe that these minor changes in our customer relations will help us become a better company. We would like to know how we can make things better for you and ensure that we provide a smoother and more satisfactory experience going forward.
Once again, we apologize for the inconveniences you faced, and we thank you for bringing these issues to our attention. We are committed to improving our services based on your feedback, and we hope to have the opportunity to serve you better in the future.
Thank you for choosing Smart Cellular.
Sincerely,
Jeff S
Customer Service Department
“The phone finally arrived after 15 days and several exchanges of emails from the date of buying it. I was left to believe that I'd bought a phone that didn't exist, and there wasn't any voluntary communication of assurance, plus the only contact I could get was via email as the phone was never answered. It's gong to be a present and so I haven't turned it on yet, but the phone does looks good and so hopefully all the anxiety will be worth it.”
Dear [Reviewer],Thank you so much for taking the time to provide us with your feedback on Smart Cellular. We deeply appreciate your effort in sharing your experience with us.
Firstly, we would like to apologize for the inconvenience you encountered during the purchase of your phone. We understand how frustrating it must have been to wait for 15 days and go through several email exchanges without receiving the phone. We sincerely apologize for the lack of communication and assurance provided. This is not the experience we strive to deliver to our valued customers.
We are glad to hear that the phone looks good and we truly hope that it lives up to your expectations. We understand that the anxiety caused by the delays and lack of communication may have dampened your enthusiasm. We genuinely apologize for any inconvenience and disappointment caused.
Your feedback is extremely valuable to us, as it helps us identify areas of improvement. We would love to hear more from you on how we can make things better. Please let us know what further steps we can take to resolve the issues you faced and ensure a more seamless experience for all our customers.
Once again, thank you for your feedback, and we truly appreciate your patience and understanding. We remain committed to delivering the highest level of customer satisfaction, and we look forward to serving you better in the future.
Best regards,
[Your Name]
Customer Support Team
Dear Zaibi,Thank you so much for taking the time to provide your feedback on your experience with Smart Cellular. We truly appreciate your effort in letting us know about the issues you faced.
Firstly, we sincerely apologize for the delayed delivery, poor and unreliable communication, as well as the wrong charging cable you received. We understand how frustrating these situations can be, and we deeply regret any inconvenience caused to you. Rest assured, we are committed to fixing these problems and ensuring a better experience for all our customers going forward.
On a positive note, we are glad to hear that you are satisfied with the handset you ordered. Your satisfaction is very important to us, and we want to make sure we address the issues you mentioned effectively.
In order to make things better, we would love to hear more about your specific concerns and how we can improve our services. Please feel free to provide any additional details or suggestions you may have. Your input will be invaluable in helping us make the necessary changes to exceed your expectations.
Once again, thank you for your feedback and for being a valued customer. We look forward to hearing from you and working towards a resolution.
Best regards,
Customer Service Team
“I previously gave quite a positive review but since the delivery of the phone of which was fine
But since then any chance of contacting them is a waste of time I’ve sent 3 emails and messages not one single reply
I received an email saying don’t forget to claim your free EarPods well I have tried but to no avail not one response
So how one would communicate to get any warranty work I doubt if you will ever get a response
So they advertise 18 months warranty but if they don’t answer your guarantee is useless
So my opinion is leave these people alone as communication is impossible
Kind regards
Alva Skitt”
Dear Alva Skitt,Thank you so much for taking the time to provide us with your feedback about your experience with Smart Cellular. We truly appreciate customers like you who share their thoughts and let us know where we can improve.
We sincerely apologize for the inconvenience caused with the lack of communication. We understand how frustrating it can be when you have questions or need support and don't receive a response. This is definitely not the level of service we strive to provide.
We have noted your concerns regarding the non-response to your emails and messages. It is certainly not our intention to ignore our customers, and we are sorry for any confusion or frustration this has caused. We acknowledge that claiming the free EarPods and warranty work have been difficult due to the lack of communication.
To make things better, we would like to ask for your assistance. Could you please provide us with the details of your previous emails and messages, such as the dates and email addresses used? This will help us investigate the issue and ensure that we rectify the situation promptly.
Once again, we appreciate your feedback and apologize for any inconvenience caused. We value your business and would like to make things right. If there's anything else you would like to discuss or if you have any other suggestions for improvement, please don't hesitate to let us know.
Kind regards,
Jeff S
“I selected and paid for an iPhone 13 in pristine condition, which according to the website should have no scratches on the screen, this was not the case with this phone.
I have sent two emails outlining this issue without a reply. I have now decided to return it for a refund.”
Thank you so much for taking the time to share your feedback about your recent experience with Smart Cellular. We sincerely appreciate customers like you who let us know about their concerns.
First and foremost, we want to apologize for the inconvenience caused by receiving an iPhone 13 in less than pristine condition, especially when our website clearly states there should be no scratches on the screen. This is certainly not up to our usual standards, and we deeply regret any disappointment this may have caused you.
We understand that you have already reached out to us via email twice regarding this issue, and we sincerely apologize for not responding promptly. We strive to provide excellent customer service, and in this instance, we fell short. Our team is currently looking into why your emails did not receive a timely response, and we will ensure that this does not happen again in the future.
In order to resolve this matter and make things right, we would like to offer you a refund for the iPhone 13 you received. We apologize for any inconvenience you may have faced in returning the phone, and we assure you that our refund process will be hassle-free.
We value your trust in our company and want to express our gratitude for bringing this issue to our attention. Your
“I got a email to say the phone had been dispatched, rang up a week later to be told it hadn't and it would be another week. Then rang again to be told it would be another week for dispatch. Eventually it turned up 3 weeks later”
Thank you so much for taking the time to provide us with your valuable feedback regarding your recent experience with Smart Cellular. We truly appreciate customers like you who share their experiences and concerns, as it allows us to improve our services.
We would like to sincerely apologize for the inconvenience you faced with the dispatch of your phone. We understand how frustrating it can be to receive conflicting information, and we are truly sorry for any inconveniences caused by the delay in delivering your order.
At Smart Cellular, we strive to provide exemplary service and ensure that our customers have a smooth and seamless shopping experience. Clearly, we fell short of meeting your expectations in this instance, and we want to rectify the situation.
We are committed to addressing the issues you faced and making necessary improvements to prevent similar incidents from recurring in the future. We would greatly appreciate it if you could provide us with more details about your experience, such as the order number or any particular concerns you had during this process. This feedback would be of great assistance in our investigation and enable us to take appropriate measures.
Once again, we apologize for any inconvenience caused and appreciate your patience throughout this process. We value you as our customer and are always striving to enhance our services. If
“I ordered an "Excellent" Condition Samsung S21, the phone arrived a few days after I placed the order, good so far.
I opened the packaging and was disappointed that the screen and casing were scratched, more than I would expect for an "Excellent" condition the phone is "Good" condition as best. It is disappointing.”
Dear Michelle,Thank you so much for taking the time to share your feedback on your recent experience with Smart Cellular. We truly appreciate your valuable input and are sorry to hear about the issues you encountered with your order.
We sincerely apologize for the disappointment you faced when you received the Samsung S21 in a condition that did not meet your expectations. We understand that an "Excellent" condition phone should not have scratches on the screen and casing, and we are truly sorry for this oversight. Rest assured, we take this matter very seriously and will be reviewing our quality control processes to prevent such occurrences in the future.
We genuinely value your patronage, and we want to ensure your utmost satisfaction. In order to rectify the situation and make things better for you, we would like to ask for your assistance. Could you please provide us with more details about your order? This will help us better understand what transpired and take appropriate measures to address the issue effectively.
Once again, we apologize for any inconvenience caused, and we truly appreciate your feedback. Please know that customer satisfaction is our utmost priority, and we will do everything we can to make it right. We look forward to hearing from you and finding a way to resolve this matter to your satisfaction.
Warm
“Delivery stated as 2-3 working days. Took over two weeks. Impossible to speak to anyone on the phone and emails take 2 days to respond. Categorically would not recommend or use again. Despite that the phone was exactly as described hence 2 stars rather than 1 but I’m really hoping I don’t have to claim on the warranty as I can’t begin to imagine how painful that would be.”
,Thank you so much for taking the time to share your experience with Smart Cellular. We truly appreciate your honest feedback and apologize for any inconvenience you experienced.
We understand that the delivery of your order took much longer than expected, contrary to the stated timeframe of 2-3 working days. We sincerely apologize for this delay and any frustration it may have caused. In addition, we apologize for the difficulties you faced while trying to reach us over the phone, as well as the delayed email responses. This is certainly not the level of service we aim to provide, and we are sorry for the inconvenience it has caused you.
We are grateful that despite the issues, the phone you received was exactly as described. We understand your concern regarding the warranty and assure you that our team is continuously working towards improving our processes to ensure a smoother experience in case a warranty claim is necessary.
At Smart Cellular, customer satisfaction is of utmost importance to us. We genuinely value your input and would like to better understand how we can enhance our services. If you have any further suggestions or specific areas where we can improve, we would greatly appreciate your guidance.
Once again, thank you for bringing these matters to our attention. We apologize for any inconvenience caused and sincerely hope that we can rectify this situation for you. Should you have any further concerns or queries, please don't hesitate to contact us.
“Company seems to bribe customers into giving them 5 star reviews in exchange for free gifts and money, yet they never send the items they have promised. Just bribery to get positive feedback.”
Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We genuinely appreciate your openness and honesty, as it helps us improve our services.
We sincerely apologize for the inconvenience caused by the issues you mentioned. It is unacceptable that some customers have felt that we are attempting to bribe them for positive reviews. We assure you that it is not our intention to engage in such practices and we are deeply sorry if it seemed that way.
To address your concerns and make things better, we would like to understand more about your specific experience. If you could kindly provide us with some additional details regarding the promised items that were not sent, we would greatly appreciate it. This information will allow us to investigate the matter thoroughly and take necessary steps to rectify the situation.
Once again, we apologize for the disappointment and inconvenience caused. Your feedback is valuable to us, and we genuinely want to ensure that we meet your expectations going forward. Please feel free to share any further suggestions or concerns you may have, as we are committed to providing the best possible experience for our customers.
Thank you for your understanding, and we look forward to hearing from you soon.
Best regards,
Jeff S
Customer Support Team -
“The phone I purchased was a iphone 13 Pro max in excellent condition. But the phone I received was in what would call good condition as there is a very visible mark on screen I have tried to contact customer service but no reply and I have emailed numerous times with no response very poor customer service.”
Thank you so much for taking the time to share your feedback about your recent experience with Smart Cellular. We truly appreciate your honesty and your willingness to share your concerns with us.
Firstly, we would like to sincerely apologize for the disappointment you have faced with the condition of the iPhone 13 Pro Max you received. Your expectations for receiving a device in excellent condition were not met, and we understand how frustrating that must be. We apologize for any inconvenience this has caused you.
We are truly sorry for the lack of response you experienced when trying to contact our customer service team. We understand that prompt and effective communication is crucial, and we deeply regret any inconvenience or frustration you have faced as a result.
We value your feedback immensely and are committed to improving our services. In order to rectify this situation and make things better for you, we kindly ask for your assistance in providing more information about your order, such as your order number or any other relevant details. This will help us investigate the matter thoroughly and ensure a prompt resolution.
Once again, we sincerely apologize for the inconvenience this has caused you. Your satisfaction is of utmost importance to us, and we remain dedicated to providing you with the excellent service you deserve. We
“Confirmation of order was received for 4 days after order was placed but money was taken immediately. It was also difficult to get hold of some one to check on delivery. Phone was packaged well and is in good condition.”
Thank you so much for taking the time to provide us with your valuable feedback regarding your experience with Smart Cellular. We truly appreciate your effort in letting us know about your recent purchase.
Firstly, we would like to apologize for any inconvenience caused by the delay in receiving the confirmation of your order. We understand how frustrating this can be, especially when the money was taken immediately. Additionally, we sincerely apologize for any difficulties you encountered while attempting to get in touch with our team to inquire about the delivery status. This is not the level of service we strive to provide, and we apologize for any inconvenience or frustration this may have caused you.
On a positive note, we are delighted to hear that the phone you ordered was packaged well and arrived in good condition. Ensuring that our products reach our customers undamaged is a top priority for us.
To make things better and improve our service, we kindly request your assistance. Could you please share with us any specific suggestions or recommendations you may have? Your insights will be incredibly valuable as we continue to enhance our processes and customer experience.
Once again, we are grateful for your feedback. We genuinely appreciate customers like you who help us identify areas where we can improve. Your satisfaction is of utmost
“I have ordered the phone samsung note 9 bcos its dual sim as per the description howe er I received single sim and the condition it was saying pristine but I dont agree with that. Also I tried to contact the customer service no one picking the phone and it's very difficult to return and ask for refund. Its realy unprofessionalism.”
“I was conned into trying to sell my phone to this outfit by claims that they offer the best trade in price available. According to the criteria on the website my iphone 8 was worth £85. Once it got to them and despite it being in pristine condition having had a new screen and screen protector in the past 3 months, it was revalued by their ‘technicians’ as being worth £20. It doesn’t have a mark anywhere on it! Having rejected their derisory offer they then charged me for the return postage. Shan’t be going near them again.”
“Reduced price by £160 despite having a single scratch to the back of the case and otherwise pristine condition. Quoted prices are too good to be true and cannot be trusted”
“Do not buy from this outfit they offer 18 moths guarantee but do not honour. they also sell blacklisted phones and write their own reviews. Go to Music Magpie”
“After purchasing a pristine iPhone 13 Pro Max slight scratch on screen yes option to keep or return kept as I need a phone , was promised £15 refund & also received email for generic EarPods for buying the phone phoning smartcellular is useless as nobody answers also numerous emails after about 3 weeks still no refund or generic EarPods very poor customer service all I get is we will sort it still waiting for refund & EarPods would not recommend to anyone as had so much hassle still not resolved thank you”
“Cannot recommend at all. Been waiting 9 days for phone, not even yet dispatched and no date when will be. They Keep fobbing me off with dates but still no phone. Will now be going for full refund.
Extremely disappointed and can’t speak to anyone, all email.”
