“The phone was defective. The GPS did not work.
I sent it back on 24 Oct. It was received on 26 Oct. I am still waiting for a replacement. When I ask I am not given a date. Simply told that Black Friday is busy. Very unsatisfactory.”
Hi John,
We’re genuinely sorry for the inconvenience you’ve experienced.
Please contact us directly, and we’ll prioritise a suitable solution as quickly as possible. Please rest assured we will work promptly on resolving your issue.
Warm regards,
Team Smart Cellular
“Ordered phone on the understanding it would arrive 2 days later (date provided on their website). No phone arrived and no communication. When someone finally replied to my messages they said they was a warehouse delay and phone would likely will arrive following week so I decided to cancel and order elsewhere (next day delivery). They made cancellation very difficult and took ages to action refund. AVOID AT ALL COSTS”
Hi there,
We’re genuinely sorry for the inconvenience caused.
Please rest assured that we are looking into your case and will ensure that your concerns are addressed promptly.
We truly appreciate your patience and understanding during this process. Kindly reach out to our support team directly.
Warm regards,
Team Smart Cellular
“I ordered a phone mid October for my daughter’s birthday which didn’t arrive. I requested a refund as I had to buy the phone elsewhere! I’ve had several dates that the phone was going to arrive and my refund was going to arrive and yet I still haven’t received anything! I want my refund!!”
Hi Lisa,
We’re genuinely sorry for the inconvenience caused.
Please rest assured that we are looking into your case and will ensure that your concerns are addressed promptly.
We truly appreciate your patience and understanding during this process. Kindly reach out to our support team directly.
Warm regards,
Team Smart Cellular
“AVOID AT ALL COSTS - They offered a high price on two phones I was looking to sell, then having paid to send them in, instead of paying me £200 & £100, they offered just £20 & £10 respectfully, which was a complete insult.
I then had to wait two weeks to get them sent back to me, before I was eventually able to advertise and then sell them privately for £150 & £90.
I think they work on the basis that you will believe what they say about the condition of your phone so that you just accept their silly offer.
Very unhappy about how they operate and surprised on how they seem to be getting away with this - if their offer is too good to be true, then be very aware and avoid.”
Hi there,
We’re truly sorry to hear about your experience. We always aim to provide fair and transparent trade-in offers based on each device’s physical inspection and condition.
Please note that the initial online quote is generated from the details provided when placing the order, and any adjustment is only made if the device’s actual condition differs from what was described.
Could you please contact us directly regarding your case- we would like to review your case.
Kind regards,
Team Smart Cellular
“I sent my iPhone after being offered £250 only then to be offered £50 due to low battery health. As advised on their website I should have been offered £217. I asked for my phone to be returned three times and I'm still waiting for a reply”
Hi there, we’re really sorry to hear about your experience.
We strive for transparency, please feel free to reach out to our support team directly so we can address your concerns and work towards a resolution. We genuinely appreciate your patience and would like to make this right for you.
Warm regards,
Team Smart Cellular
“I am very frustrated with the service and the phone. I called to say the battery had expanded and broke the screen within a month of having it. Having got through to you once - you said you would sort it and either refund or exchange, and as agreed sent the phone to you. Since then you never pick up the phone, and my emails rarely get answered. You continue to do nothing about my issue of a broken phone and rather than sort the issue which you promised you would do, after months of waiting for an outcome, sending the phone back to me in its broken state and keeping my money was not agreed or discussed. You sold me a faulty battery (it was a refurb), kept my money, £350, and now I have no phone. Your service has been appalling, I can't get through to speak to anyone having tried about 20 times to call. No-one is taking accountability and I'm very frustrated having wasted £350.”
Hi Louise, we are sorry for the inconvenience caused.
We appreciate you bringing this to our attention, and we want to make things right. Please reach out to our support team directly so we can address your concerns and find a resolution as soon as possible.
Thank you for your patience, and we're here to help!
Warm regards,
Team Smart Cellular
“I agreed to sell the phone to Smart Cellular based on their description of their offer matching my phones condition - Select Excellent if your phone has: Phone must be fully functional with no issues to software or hardware i.e. no ghost touch/screen defects. The phone functions must all work properly and must turn on and off with no issues. All features of device must be functional such as Touch ID, Face ID and any other product specific function to allow full enjoyment of phone. All parts must be OEM and must be working correctly i.e. WiFi, Camera, Microphone etc. - Battery must be OEM and must be above 80%. The device can have no more than 1-3 light signs of use on a SINGLE area. i.e. can not have multiple areas around the device with 1-3 light marks. Must be secluded to one space/area. Phone must be suitably repaired/refurbed using only OEM parts and not high quality replicas to guarantee authenticity and quality. No error messages can be present i.e. "unable to verify the device has a genuine Apple battery/screen" notification. My phone met the requirements for this and they offered online £695.00. I sent them proof of ownership, ID. contract details, Amount paid for the phone etc as requested but after they got all this they offered me £480 with no explanation of why it was a substantially reduced amount, I declined and paid £9.45 to have the phone returned, they then asked me what I expected for the phone which I replied to them that I wanted the offer price, then then offered £550 which I also declined and asked for the phone back as I had paid for the return postage. Then I was told that because the phone was purchased on a contract from SKY they again wanted to know what I would accept other than the QUOTED price, I again told them that the phone was paid off and I wanted the full offer price. On the 27/10 I called them and was hung up on several times. Finally got the phone back after threats of court action via the small claims court.”
Dear Customer Name,
We’re very sorry to hear about your experience and appreciate you taking the time to share this feedback.
Please note that our online quotes are based on the condition and ownership details provided at the time of submission. Once the device is received, our technical team carries out a full inspection and verification. If any aspect differs from the original description, this can affect the final offer.
We would never wish for any customer to feel dissatisfied or unheard, and we’re glad to know your device has now been safely returned. That said, we’d be happy to review your case again to ensure everything was handled correctly.
Please contact us directly with your order reference so that our team can look into it.
Kind regards,
Team Smart Cellular
“Do not use Smart Cellular. They initially offered me £600 for my Samsung S25 Ultra 256GB, but after receiving my phone, they demanded proof of purchase, ID, proof of address, and any proof of contract. I requested the return of my phone, but they refused, stating they would only return it once I provided the requested documents. These requirements were never mentioned upfront, making the process invasive and stressful. I've been asking for my phone back for weeks and now have to involve the police to try and retrieve it. Avoid this company at all costs and spread the word.”
“I sent two phones into sell, the price I was quoted was not met, and was offered a stupid price, I have asked for my phones to be returned numerous times and I’m still battling for them to be returned. I would not use this company or recommend them.
I was told my phones were with the returns department and would be shipped back last Monday. And I’m still getting offers to sell, they are not listening to my request.”
“I got a new replacement iPhone 15 from apple (covered in Apple care) and didn't need it anymore as already purchased a new phone. Was quoted £400 by Smart Cellular, when they received it they said it has been re-graded to £280. Big wasted of time and chalk this down to another re-seller quoting high and delivering low.”
Hi Phil, we're truly sorry to hear about your experience with the trade-in process. We understand how disappointing it is to receive a lower valuation than expected, and we apologize for the inconvenience this caused you.
Your feedback about the quoting process is invaluable, and we take it very seriously. We aim for transparency and want to ensure that all our customers feel valued and informed throughout their transactions.
Please don’t hesitate to reach out to our support team so we can address your concerns and work towards a resolution. Your satisfaction is important to us, and we’d like the chance to make things right.
Best wishes,
Team Smart Cellular
“I had an awful experience with Smart Cellular when trying to trade in my Samsung S23 Ultra. Initially, I was quoted £360 for my handset — a fair and agreed price confirmed by email. I sent the phone in good faith, expecting a smooth process.
Once they received the phone, everything changed. The company started backtracking on the offer, claiming various issues and trying to negotiate the price down — at one point offering as little as £150–£200. After pushing back repeatedly, they then delayed returning my phone for weeks, despite multiple promises that it would be sent “by Friday” or “within 48 hours.”
The communication was inconsistent, unprofessional, and evasive. I was bounced between different people (Jake, Shelly, Siarah, Ian) who all seemed to say different things. I had to send multiple follow-ups just to get updates.
Only after persistent complaints did they finally agree to pay the original quoted amount of £360 — but by then, the entire process had taken over a month of unnecessary stress and chasing.
This company’s trade-in process feels misleading and borderline dishonest. They lure you in with a good quote, then drastically reduce the offer once they have your phone in their possession.
If you value your time, sanity, and your device — stay far away from Smart Cellular. There are far more transparent and professional options out there.”
Hi Amir, we’re truly sorry to hear about the frustrating experience you've had with our trade-in process. It's completely understandable to feel let down after receiving a different offer than initially quoted, and we apologize for the stress it caused you.
Your feedback about communication and delays is invaluable, and we take these concerns seriously. We strive for transparency and professionalism in our services, and it's disheartening to know we didn’t meet your expectations.
Please reach out to our support team directly, as we want to ensure we address your concerns and provide the resolution you deserve.
Thank you for your patience and understanding.
Best wishes,
Team Smart Cellular
“DO NOT ORDER FROM THIS COMPANY!
I ordered an iphone, and was promised delivery in 2 days. I was sent a shipment email with a tracking number from Royal Mail, however, they never received the phone. The company either lied or the phone went missing but I never received it. I emailed and spoke to 'Scott' on the phone multiple times and he promised me a refund on numerous occasions, but I never received anything back from them. I have had to claim the money back from my credit card company.
It is absolutely shocking how these cowboys can get away with this. They should be shut down.”
Hi there, we’re genuinely sorry to hear about the unfortunate circumstances surrounding your order. It’s completely understandable to feel frustrated when expectations aren’t met and communication doesn't deliver on promises.
We appreciate you sharing your feedback, and we want to assure you that we take such matters seriously. We aim for transparency and customer satisfaction, and we regret that we didn’t provide that in your experience.
Please do reach out to our support team directly so we can address your concerns and work towards a resolution. Your satisfaction is important to us, and we’d like a chance to make things right.
Warm regards,
Team Smart Cellular
“03/10/2025
I have sent in brand new unactivated totally unused iPhone 15 plus valued on their website for £510. The iPhone was never handled for more than a few mins only to take a video of the condition. I then get a email from Smartcellular that they have regraded the phone to £198 mentioning the camera is faulty. Looking at other reviews here, this seems very fraudulant. I have been trying since 9am today and cannot get through to someone as off 15:42. I have sent emails and awaiting contact. I will update here to let all know what happens!!
Update: 13/10/2025
I have spoken to them on the phone as well as communicated with via email on multiple occasions. At first i spoke to Aron whom called me to ask what price i was willing to sell my phone. I told him that your team was lying about the condition of the phone and he told me they would speak to a Manager and get back but has not. Via email again on two occasions they dismiss the fact around the condition of the phone but have asked me twice how much i am willing to sell the phone. In the email they wrote they will increase the offer to £205 including the postage that i paid for, i obviously refused.
I am emailed them that i want my phone back in the condition i sent it to them(brand new). Its been nearly two weeks since they have virtually stolen my brand new iphone.
I will continue updating here...”
Hi ZB, we sincerely apologize for the distress you've experienced with your recent transaction. It's completely understandable to feel frustrated when there are issues regarding the condition of your device and the communication from our team.
We appreciate you taking the time to update us, and we assure you that your feedback is essential in helping us improve our service. We want to resolve this matter for you and will investigate your concerns thoroughly.
Please reach out directly to our support team, and we’ll prioritize your case to ensure a resolution as quickly as possible.
Thank you for your understanding and patience during this time.
Best wishes,
Team Smart Cellular
“False Promises, Withheld Devices & Police Report Filed (ROC-33150-25-0123-04)
I sent two devices to Smart Cellular for trade-in — both were accepted, yet the company refused to make payment or return my property.
Devices & Order Numbers:
iPhone 16 Pro Max 256 GB – Order No. SC56591
Samsung Galaxy Z Flip 7 – Order No. SC56594
Despite fulfilling all requirements, including providing valid ID multiple times, Smart Cellular repeatedly broke their own Terms & Conditions and misled me throughout.
Between 8–13 October 2025, I received a series of contradictory, unprofessional, and false statements from their staff:
Shelly (8 Oct) – Promised the returns team would begin “immediately” once order numbers were provided. No return was initiated.
Jake (9 Oct) – Promised an “ASAP” return after I confirmed my address — nothing was sent.
Richard (9 Oct) – Demanded five additional documents (proof of address, ID, proof of purchase, contract status, ownership), none of which are required by their published T&Cs.
Jake (10 Oct) – Claimed my iPhone 16 Pro Max “had already been dispatched” — completely false, as no dispatch occurred.
Arthur (10 Oct) – Threatened to “keep or destroy” my devices unless I sent extra ownership documents — an unlawful and unethical statement.
Aeron (call on 10 Oct 15:53) – Apologised and personally promised to resolve the issue by Mon 13 Oct (14:00–15:00) with full payment or return + compensation. He never called back, and nothing was done.
Even after these broken promises, Smart Cellular still refused to refund my £20.50 postage costs, claiming returns are only refunded if devices are “accepted” — despite both already being accepted and verified.
Their behaviour clearly violates their own Terms & Conditions and the Consumer Rights Act 2015.
After exhausting all communication channels, I issued a formal complaint and gave them 48 hours to resolve the matter. They failed to do so.
This case has now been reported to Warwickshire Police under reference ROC-33150-25-0123-04 for investigation into unlawful retention of goods.
This entire experience has been time-consuming, distressing, and unacceptable.
Smart Cellular’s staff have shown no accountability and no willingness to resolve what should have been a simple transaction.
I strongly advise others:
Do not send your devices or ID to Smart Cellular. Their promises are inconsistent, their customer service is evasive, and they have failed to honour their own written commitments.”
Hi YG, we’re truly sorry to hear about the distressing experience you've had with our service and the issues surrounding your devices. It’s completely understandable to feel frustrated when communication seems lacking and expectations aren’t met.
We appreciate you bringing this to our attention, and we want to assure you that your feedback will be taken seriously. We strive to provide excellent service and clear communication, and it’s disheartening to learn that we fell short in your case.
Please reach out to our support team directly, so we can investigate your situation further and work towards a resolution. Thank you for your patience as we work to improve.
Warm regards,
Team Smart Cellular
Hi John, we're really sorry to hear about your experience and the confusion regarding your offer. We understand how disappointing it can be to receive unexpected changes, and we sincerely apologize for any lack of communication you've faced.
Your feedback is crucial for us, and we want to address your concerns as quickly as possible. Please reach out to our support team, and we’ll work to assist you right away.
Thank you for your understanding during this time.
Kind regards,
Team Smart Cellular
“Well where do I start!! I ordered the phone 3 weeks ago today and it arrived today, I was originally told it would be delivered on the 19th Sep I had to message over 40 times to keep being told they will chase up, its been dispatched, there are delays etc etc, then I got a tracking number after 2 weeks but still nothing was sent out for another 6 days, so when it arrived today it wasn't the colour I ordered and they sent an iPhone charging lead, the phone I ordered was a Samsung”
Hi Tracy, we sincerely apologize for the frustration you've experienced with your order and the mix-up regarding your phone. It’s completely understandable to feel let down when expectations are not met, especially after such a long wait.
We genuinely appreciate your feedback as it helps us improve our services. Please reach out to our support team so we can investigate this issue further and work towards a resolution for you.
Thank you for your patience during this challenging time.
Warm regards,
Team Smart Cellular
“Do not use Smart Cellular. They offer you a high price for your mobile and then when they have the phone in hand they offer you 50% of the price and then put you in a corner by not returning your phone. I’ve been asking for them to return my device for 2 weeks now. I’m having to open a police case to hope I get my phone back
Do not use this company at all. Avoid them at all costs. Spread the word.”
Hi there,
We’re truly sorry for the trouble you’ve experienced. Please contact our support team with your order details and any relevant information so we can prioritise your case and arrange a resolution as quickly as possible.
We’ll make this right.
Kind regards,
Team Smart Cellular
“Atrocious company to deal with. Never again.
Sent phone to them, and within 48 hours my pristine phone had scratches on the side and was offered £180 instead of £420 indicated. When I purchased phone from Apple I put in a wallet type case and it did not come out until I send it to this company. No way did it have scratches. I declined offer and requested phone return.
The points raised in my email were never answered just them trying to push me into a slightly increased offer. Eventually they offered £280.
After 8 emails from me of which 7 'contained send my device back' or 'I require £350 for the phone' I had to threaten legal action.
No one answers the phone and live chat took 1 hour 36 mins for someone to respond. By this time I had given up.
However, today Tony J from accounts team rang and immediately paid £350 into my account. His service was excellent and is a credit to Smartcellular.
I wonder if they had already sold my phone and could not actually send it back as their offers continually went up and no regard was given to my return requests in any email
Personally will never deal with them again.”
Hi there,
We’re truly sorry for the trouble you’ve experienced. Please contact our support team with your order details. We’ll prioritise your case and arrange a resolution as quickly as possible.
We’ll make this right.
Kind regards,
Team Smart Cellular
“I am extremely disappointed with my experience with Smart Cellular. It has now been over a month since I sent my devices to them for sale, and they are still withholding my property without any valid reason.
Despite my efforts to resolve the situation, including following all the required steps and even purchasing a delivery option for their return, I have received little to no communication or assistance from their team. Their customer service has been unresponsive and dismissive, leaving me feeling frustrated and powerless.
As a customer, I should not have to chase down my property after fulfilling my obligations. The lack of accountability and professionalism from Smart Cellular is unacceptable.
I strongly advise anyone considering doing business with them to think twice. It’s been a completely unprofessional experience, and I hope to see my devices returned soon. Otherwise, I will be seeking further action.”
Hi Leon, we’re truly sorry to hear about your experience and the frustration you've faced regarding your devices. It’s completely understandable to feel disappointed, especially after following all the required steps.
We strive for clear communication and accountability, and we apologize that we haven’t met your expectations this time. Your feedback is valuable to us, and we want to make things right. Please reach out to our support team again, so we can assist you with this matter promptly.
Thank you for your patience during this challenging time.
Warm regards,
Team Smart Cellular
