“It took nearly two weeks for my phone to arrive, finally I’ve got it!! I don’t understand it takes so long though! The phone is not so pristine as it should be as I’ve got tiny little scratches but the phone is working great and I love the phone, a bit disappointed with my cable as very slow charger ever! I left whole night and only charged 75%. Smart cellular was really smart for sending me a cheap cable after I’ve paid 420£ S10e worth prestine phone. I’ve used music magpie before and I think It worth paying a little bit more for more security.”
“I ordered a phone on the 7th and was promised delivery by Wednesday latest. Upon receiving no tracking link I sent an email and was told delivery will be by Friday. It is Thursday and I still have not received confirmation of order being dispatched. Despite writing multiple emails to them, have not heard a response.
This is terrible service! I have ordered for the first time and I am highly disappointed. If you cannot follow through with your commitment with a customer, please donot make it.”
“I purchased an iPhone from Australia smart cellular website. It took 4-5weeks to come (my son had no present to open on his bday even tho ordered in enough time as per their delivery information). Tried contact them for a tracking which took ages to get. After making phone calls to UK and many emails the tracking number did not work and they could not give any more information on eta, where the phone was.
Once phone arrived set it up and it’s locked. Again sent number of emails only had two responses- one telling me to return the phone (which not happy to do on how long taken to get) and another (at same time as the other email) asking for the phone codes/information. Clarified what they wanted return or info, they required information for a technician to contact me. I am still waiting to hear back from anyone from smart cellular!! Won’t respond to emails tried calling but still nothing.
Understanding things happen but the customer service to fix the error is disgusting. This is a website I would not recommend buying from and wish I had researched before spending so much money with them. Took forever to come and can not even use the phone!”
“Bought phone on 8th Dec. Got an email the next day to say its on its way. Asked for tracking and was told it hasn't despatched. Spent the next 7 working days chasing them waiting on hold, emailing with little to no reply and when I did hear from them.they told me my phone would ship but blaming COVID on delays then offering me a different phone hinting that my phone was never in stock. Eventually I asked for a refund. Awful service. Wouldn't recommend!”
“DONT TRUST THIS COMPANY!!!
I ordered a handset on the 19th of October and canceled it the next day, before it was dispatched. They told me they would cancel it and refund me ASAP but for my surprise the handset came 3 days after (wrong colour btw). I had to take my time to return it to them.
They said it would take up to 5 working days for me to get my full refund after they receive the handset. It’s been almost THREE WEEKS since they received the handset I sent them and I STILL DONT HAVE MY MONEY.
Terrible services and ridiculous excuses, plus they never answer me even though I’ve sent them loads of emails complaining and call them several times (they never answer).
If I don’t have my money by the end of this week I will proceed to serious legal actions.”
“Sold Phone - Not received Payment
I sold my old iPhone XS Max 256 GB to Smart Cellular. I have sent them the phone which was received on Monday 7th December 2020 and I still have not received (as of Wednesday 9th December 2020) the agreed payment of £400 into my account. Unable to speak with anyone via the website - I emailed them to get a status and no one has answered. I call and I get put on hold and then after some time told to leave a voicemail and someone will call you back - Horrible Service - I should have stuck to MusicMagpie - Their service is AMAZING compared to this company. NEVER AGAIN
Edit & Update
Just got a call from "Lucy" saying that she seen my review on Trust Pilot and that she would be able to "Expedite" their process of checking my phone if we "Worked Together" and if I remove the negative review I have left.
I told her to send my phone back to me in the EXACT same condition that I have sent to them - I do NOT want anything to do with this company”
“Awaiting Refund
My elderly Aunt asked me to order a replacement iPhone for her as her's had stopped working suddenly and was out with warranty. She needed it ASAP as she had become reliant on her phone to keep in touch with friends and family during the pandemic.
After shopping around, Smart Cellular appeared to have the best price for a refurbished iPhone 8 in Pristine condition and advertised a delivery time of 2-3 working days which was perfect. I had never used Smart Cellular before, but the many 5 star reviews on TrustPilot and Google Reviews filled me with confidence that I was purchasing from a reliable supplier (I have since realised that many of these reviews are fake - it's always worth checking the profile of a reviewer to see if they are reliable).
3 working days had passed and I never received as much as an order confirmation never mind the phone. I had no response from Smart Cellular via email and the live chat function so decided to raise a PayPal dispute as I was worried that I would not receive the phone at all. In the meantime, I had to pay more to another supplier to ensure my aunt received a replacement phone that week.
Smart Cellular responded to the PayPal dispute with a Royal Mail tracking number and someone got back to me on live chat confirming my order number. I asked for the order to be cancelled, explaining that I had since ordered elsewhere, but no-one responded and the phone arrived with my aunt over a week later. She was already up and running with the phone I purchased from the other supplier, so we just repackaged the Smart Cellular phone back up and followed their Returns guidance exactly as instructed on Live chat and the website).
The Royal Mail tracking system notified me that the phone was delivered back to Smart Cellular on the 13th November and I also received an email confirmation from the Smart Cellular Returns team that the phone had been received.
There was no further correspondence from Smart Cellular about receiving my refund so I found a phone number online and called to chase up the refund. I was informed that the returns department had authorised the refund and it would be processed within 5 working days. The 5 days passed and there was no confirmation of a refund so I had to call again to establish why there was a hold up. The girl I spoke to on the phone seemed helpful and let me know that she would email me once she had spoken to the returns department. I shortly after received an email that the refund was now being processed and should be with me by Tuesday of this week. Again, no refund arrived and I had to phone back...
I spoke to David who asked me for a tracking number for the return - I sent him this via email as well as the confirmation from Royal Mail and the Smart Cellular refunds department.
I'm very frustrated that i have been messed around so much chasing up this refund and it's now 3 weeks since the phone was returned.
Please take all this on board before placing an order with this company.
Order 32737 to be delivered to H Smith”
“Don't believe the false 5/5 scores!! 200+ reviews gave 1/5 score, what more proof do you need??
Smart Cellular quoted good price to buy my iPhone Xs - O/No SC1535. Sent it back 20/11 (today 3/12) so far not one single email. Post Office confirmed they received it.
Emailed them 55 hrs ago requesting update - autoresponse said I'd be contacted in 48 hrs.
Phoned at 2 pm today told would hear back today. Its now 17.30 and they're closed.”
“AVOID! especially if using a voucher code. I used a 10% extra code when trading in my iPhone. I thought pristine condition so my agreed email of agreed sale showed £530 increased to£583 with the 10%. They valued it at only good condition & offered £500 for handset instead of £530; I accepted this as like everyone I need the money! I was expecting a payment of £550 to include the extra 10%, but that never happened. After raising a complaint & them agreeing to pay it... they still didn’t pay! Then I get an email yesterday saying the maximum with the 10% code was a £15 payment??? They must change rules as they go along as nowhere on my order does it say this, it’s shows quite clearly an extra 10% increase!
Still owed £50 & would advise everyone avoid”
“Not a good experience.
I was sent the incorrect phone and after calling their customer service, I was given clear instructions with how to return the item. 3 weeks later I had still not received the correct phone! I must say that everyone I spoke to (which was probably the whole customer service team by the end of it) was very helpful however I was never given a clear answer after being told it would arrive this week, then the next, then the next. I gave up and requested a refund which was not returned within 5 working days as they promised.”
“Be very careful with this company they took my money still no pad there denying I even ordered which I have proven with order number pictures etc customer care don’t bother emailing back live chat Frankie just stops talking when you prove you payed joke”
“It’s alright so basically I ordered the iPhone XR in yellow came black you can only use the phone when hand touching it and fingers and keyboard very hard and slow all this true btw”
“I sold my phone and they didn’t give me the money that was quoted. They said that they give you the price and if it not what they want to pay they send you a email and ask what they want to offer you . My phone is in pristine condition as I have looked after it so just send it back and I will give you the money back as I’ve emailed 12 times to ask what is happening”
“Very bad customer service
Very bad customer service. I purchased a second hand Iphone 11 Pro on 18 Jun 20 as an anniversary gift to my wife. Before placing the order I confirmed about the shipping charges and custom duties via mail and it was assured to me that everything is covered, so I went ahead with the order. It was also told to me that all the shipments are insured. Post placing the order the company showed very lackadaisical approach and my order was shipped very late overshooting the anniversary dates.
Okay, that is understandable that due to Covid it must have been delayed. So, finally the order arrived in my country and it was out for delivery on 05 Sep 20, nearly after two months. What's worse is that I was asked a hefty amount as custom duty charge, to which I confirmed from Smart Cellular and they apologised saying that prior information provided about of custom duties is human error and I will have to pay to receive the phone. Further, if I do not want to pay I can refuse and the item will return back to them. So, I refused the item and it was shipped back to them. The item left my country on 06 Oct 20 and its more than 20 days and within this time any parcel would have reached them. So, once again I contacted them to check the warehouse for the shipment as they will not refund me until they get the phone back. However, these people have stopped replying to my mail. I requested that its time to claim the insurance and issue me the complete refund, yet no reply. Its really bad company policy of harrassing the customers. Highly unprofessional and very disappointing experience.
One more thing, I had given a review earlier but for that review the company immediately responded and requested to delete by giving me assurances that my matter will me dealt seriously and quickly. But nothing moved. I request kindly think twice before doing business with these people with your hard earned money.”
