“After Smart Cellular received my device I have been informed that my phone classifies as brand new. I was then requested to email them a set of documents required to prove ownership of the phone, proof of address, photo ID like driving licence or passport etc. I am trading in my old phone every year and never seen such a ridiculous requirement and never been asked even to provide proof of purchase, proof of address etc which I have already provided now and still haven’t received the payment or any response from Smart Cellular after I have chased them by email and over the phone. Upon providing all documents requested not only I didn’t receive payment within 24 hours as I supposed to but I was emailed with request to provide further documents like bank statement showing my payment towards the Apple Invoice I have provided as proof of purchase.
It doesn’t not seem genuine to asking for personal details, photo ID, passport, bank statements to prove your payment when you only trade-in your old phone.
It does seem justified and it does seem that the company is trying to avoid paying on time or at all etc.
Smart cellular seems to me like a proper scam.”
“I ordered iPhone 15 from your website but I haven’t received anything to show the the delivery process and when I call people from waste and removal call back, I need to know why you’re doing this”
We apologize for the inconvenience you've experienced, Paul.
It's disappointing to hear that you haven't received updates on your iPhone 15 order. We understand how frustrating this must be for you. Please reach out to our customer service team directly, and we'll do our best to resolve this issue and provide you with the information you need. Thank you for your patience as we work to address your concerns.
Best regards,
The Smart Cellular Team
“I ordered a Samsung Galaxy s21+ with a 3 day delivery time. I still have not received my mobile after over 4 weeks. I get sent a message each time I contact them to say my mobile will be delivered mid next week.
They have informed me that they have a shortage of these phones...Although I notice they are still selling them online.
I am guessing they will take your order with an estimated guess that someone will sell their unwanted mobile to them, for them to refurbish and send on. Although the wait time is unknown.
I will provide another update when and if I receive my mobile...”
Thank you for your feedback. We’re truly sorry for the delays and the frustration this has caused. We understand how disappointing it is to wait for an order, especially when communication hasn’t been clear. We’re currently addressing the supply issue and will work to improve our response times. We appreciate your patience and hope to resolve this soon.
Best regards,
The Smart Cellular Team
“DO NOT USE THIS COMPANY. One star is generous.
I have recently upgraded my phone and decided to try and recycle my old one, my previous phone had been encased the entire time I had the device, never dropped, always rather obsessively looking after my
Phone. I listed the phone as excellent condition and of the prices presented to me ‘smart cellular’ had the best price and what seemed like a very straight forward sale. I paid for the device to be posted to smart cellular as they made it clear that upon inspection of the device and sale agreement reached they would refund me for the postage on top of the price they owe me for the phone. Well, they deemed the phone not worthy of the ‘excellent’ condition that I posted. And offered me over £200 less for the device than originally offered, due to ‘too many marks around the edges’. I was given the option to have the device returned to me, so I asked for that to be done. I again, had to pay for the postage on this, so £20 down already. However, after saying I would like my device returned to me they later told me that they would give the device a ‘second look’ and came back to me with a (slightly) improved offer, i declined the offer and again they offered me another £20 “to try and save hassle”. I did in fact accept this offer, as this had already been dragging on a few days. This was just shy of 2 weeks ago. I am still due the money for the device itself, the refund for BOTH postage’s, and a £10 good will payment for stupidly leaving a 5 star review on trust pilot for the company. I have phoned every single day trying to sort this out, as apparently they need to make a short phone call to me to authorise the payment. I keep getting told that the payment department is different to the department that I speak to on the phone, every day I have been told they will escalate my case to the appropriate department and to please wait for funds until end of working day. And NOW they are telling me that there is a note on their system that tells them that they have indeed paid me. Which of course they haven’t. I would never leave such long winded reviews such as this. But I highly recommend people choose a different company to sell their devices to and steer well clear of Smart Cellular. They are also very condescending over the phone which is never good. I’ve absolutely no idea what to do next in terms of receiving my payment or my device back. Hopefully citizens advice can help. 👎🏼”
Hi, I'm really sorry to hear about your experience. It sounds frustrating, and I understand your concerns. We're looking into this matter and want to ensure we resolve it for you as quickly as possible. Thank you for your patience, and we appreciate your feedback.
Best,
The Smart Cellular Team
“I ordered a Samsung Galaxy s21+ with a 3 day delivery time. I still have not received my mobile after over 4 weeks. I get sent a message each time I contact them to say my mobile will be delivered mid next week.
They have informed me that they have a shortage of these phones...Although I notice they are still selling them online.
I am guessing they will take your order with an estimated guess that someone will sell their unwanted mobile to them, for them to refurbish and send on. Although the wait time is unknown.
I will provide another update when and if I receive my mobile...”
Hi,
I’m truly sorry to hear about the delays with your Samsung Galaxy S21+ order. We understand how frustrating this must be and appreciate your patience as we work through our inventory challenges. Please know that we are actively addressing the situation, and we’ll keep you updated on your order status. Thank you for your understanding.
Best regards,
The Smart Cellular Team
“Ordered a refurbished galaxy s22 ultra,the phone turned off a few times then went off completely. Tried to ring but no one answered so tried to email and still no reply. Took the phone to a phone shop who said it had fried the motherboard. Tried ringing again but no answer. Avoid this company”
Hello, I’m very sorry to hear about your issue with the phone. Please email us directly with your order details so we can address this immediately. We’re here to help and resolve any concerns.
Best regards,
The Smart Cellular Team
“STOP - Never has this experience with Backmarket or MusicMagpie
Update- Phone delivered today. 'Brand New' iPhone 15 Pro Max but its not. Its a used iPhone 15 Pro Max, not with 12 months Apple warranty but actually 5 months. S/N on the box and phone do not match.
I am anticipating issues with returning for a refund, thankfully I paid by credit card.
I might anticipate this kind of antics with a purchase from FB Marketplace or Gumtree but hope for better from a business, particularly one that is apparently shortlisted for awards according to their landing page.
—————-
Placed an order for a phone yesterday, next working day delivery, nice. Email received today saying I need to provide ID, what, payment in full was made with delivery to my cards registered address. Sent what they asked for , got no reply to confirm receipt or satisfaction. Online chat have no idea and take ages to try to get information, they seemed to think the request for ID might have come from my bank...it didn't, it came from Smart Cellular. Called and got a person after four attempts, she sounded vague, said what I'd provided was probably okay and I should get an email within two days and maybe delivery late next week.
I get it, fraud is a thing but one phone delivered to the address of the cardholder, really?!”
Hello,
We’re very sorry to hear about the issues you've faced with your order. It’s concerning to learn that the iPhone 15 Pro Max you received was not as described and that there were discrepancies with the warranty and serial numbers. We understand the frustration this situation has caused and appreciate you bringing it to our attention. Additionally, we apologize for the confusion and delay regarding the ID verification process and the lack of clear communication from our support team. We take your feedback seriously and are committed to resolving these issues promptly. Please reach out directly to our customer service team so we can address your concerns and work towards a satisfactory resolution.
Regards,
The Smart Cellular Team
“Purchased a phone on smart cellular on the 9th September, they said they would deliver on the 11th or 12th September, it is now the 12th and no update or phone. I have called and emailed but no response.”
Dear Clarissa,
I’m sorry to hear about the delay and lack of communication regarding your phone purchase. We understand how frustrating this must be, especially since the expected delivery date has passed. Please accept our sincere apologies for the inconvenience. I assure you that we are looking into this matter urgently and will get back to you with an update as soon as possible. Your patience is greatly appreciated, and we are committed to resolving this issue promptly.
Regards,
The Smart Cellular Team
“Warning to people selling phones to this company. TLDR: they won't honour their quotes and wont send
your devices back.
Here is my experience:
- sent them 2 iPhones in excellent condition for which I was promised £600 for the two phones
- I have since had emails downgrading my phones and offering only £300 for both phones
- After repeated negotiations I also paid £8 to send my phone back
- I have since not been paid for my phones, nor have I been returned the phones (this is the 3rd week)
- Called the call centre and there are no replies”
Hi, I’m truly sorry for the trouble you’ve experienced; please contact us directly with your details so we can urgently address this issue and work to resolve it.
Regards,
The Smart Cellular Team
Hi Cathy,
I’m sorry to hear about the delay and lack of response. Please provide your order details here, and we’ll urgently look into your refund or contact us directly.
Regards,
The Smart Cellular Team
“I purchased a mobile phone from Smart cellular on 31st July and I had to wait two weeks for the phone to be delivered, when I received my refurbished mobile phone there was two scratches on the screen which is not good.
I ordered a Blue phone and I was sent a Red phone, which just smacked as "send this customer anything just to get a mobile phone to him" As I was chasing up my purchase on several occasions, but I did not actually receive a definitive delivery date for two weeks and then the phone I received was not the colour I had paid for and stated was available, and there was two deep scratches on the screen”
Hello, thank you for your feedback. We’re sorry for the delay, the condition of the phone, and the color mix-up. This isn’t up to our standards. We’re investigating the issues and working to prevent them in the future. Please provide your order details so we can address this personally.
We apologize for the inconvenience and appreciate your patience. We look forward to resolving this.
Best regards,
The Smart Cellular Team
“They have had my phone for a week, eventually got an "offer " price half of the online quote! Now just ignoring my emails to ask for MY goods to be returned. This site shows replies from them, suggesting people get in touch so that they can put things right, well I've been trying for a week now and at best get one email a day just placating me until tomorrow. A total scam company - I have started the process of engaging trading standards to try and highlight this company's bad practice and get some justice for them not returning my goods.”
Hello,
Thank you for your feedback. We apologize for the issues you faced with delays and the offer price discrepancy. This isn't the service we aim to provide. We’re addressing the communication issues and working to return your goods promptly. Your feedback is invaluable, and we're committed to improving.
If there’s anything specific we can do to resolve this, please let us know. We appreciate your patience and understanding.
Best regards,
Smart Cellular Customer Support Team
“Bought an iPhone 13 in pristine condition, when it arrived there was visible damage and the phone was glitchy and sticking when texting. Battery ran down from 100% to 77% within minutes of minimal use.
Emailed the company was told to return it Special Delivery, and request a refund, which I did. This was over a week ago now and I know the phone was delivered.
I emailed yesterday for an updated…. Still nothing.
The landline for this company just goes to a machine.
Stay away from this company. I’m sooooo disappointed and getting angrier by the day!!
I’m well over £350 out of pocket.”
Thank you for your feedback. We’re sorry to hear about the issues you faced with your iPhone 13. This isn’t the quality we aim to provide, and we apologize for any inconvenience caused.
To resolve this, please send us your order details so we can expedite your refund and address the issues you encountered. We also appreciate any suggestions you have for improving our service.
Thank you for your patience and understanding. We look forward to resolving this and restoring your trust in Smart Cellular.
“I have had a truly disappointing experience with them. I paid for a phone in 'pristine' condition. The phone I received had VISIBLE DAMAGE - scuffs and scratches that i wouldn't even class as a 'good' phone. It then took numerous emails and unanswered calls over SEVERAL days to get them to acknowledge me and my complaint. Eventually I was told to return the handset at a further cost to me. When I challenged this I was told they'd only refund postage of up to £8.50 - which is ridiculous since sending a high value item with guaranteed tracking costs considerably more. However I relented and sent it back as cheaply as possible. I have eventually been refunded the cost of the DAMAGED handset but am yet to be reimbursed for postage costs. It shouldn't be this hard to get my money back in 2024....”
Hi Eddie,
Thank you for your feedback. We’re sorry to hear about the issues with the phone condition and the delays in communication. This isn’t the standard we aim for.
We apologize for the inconvenience and will review our quality control and reimbursement policies. Please let us know your preferred contact method so we can address your concerns directly and find a resolution.
Thank you for bringing this to our attention.
Best regards,
The Smart Cellular Team
“Smart Cellular's deceptive trade-in practices are nothing short of disappointing. Their online store promises of fair trade-in prices and same day payment are a facade, masking the reality of demanding extensive personal documents such as proof of address, identity and receipts only to offer insultingly low values. This deceitful tactic, coupled with their sluggish response times, paints a bleak picture of a company that preys on customers' trust. It's evident from numerous reviews that this unscrupulous behaviour is ingrained in their business model, creating an utterly abysmal experience for unsuspecting individuals seeking a fair deal.”
Dear Bryan,
Thank you for your feedback. We’re very sorry to hear about the issues with our trade-in process and the delay in response. This experience is not what we strive for, and we regret any frustration caused.
We are actively working to improve our practices and appreciate any additional details you can provide. Your insights are invaluable in helping us enhance our service.
Thank you for bringing this to our attention. We hope to restore your trust and are here for any further questions or concerns.
Warm regards,
The Smart Cellular Team
“I ordered a phone that was meant to arrive a few days ago, I've had no updates at all from the company and have had to persistently message to try and find out what's happening. All I've been told is there's a delay. No-one seems to be able to update me on why it's taking so long. I'm very disappointed as I bought from the site for the quick delivery time. Now I'm wondering if I've been conned.”
Dear Hannah,Thank you so much for taking the time to share your experience with Smart Cellular. We sincerely appreciate your feedback and are sorry to hear about the inconvenience you have faced regarding the delayed delivery of your phone.
Please contact us directly so we can assist you with this matter.
Regards,
The Smart Cellular Team
Hi,
I’m really sorry for the frustration you’ve experienced and for the delay in communication. This isn’t the level of service we strive for. Please reach out to us directly, and we will make it a priority to resolve your issue as quickly as possible.
Thank you for your patience, and I apologize again for the inconvenience.
Regards,
The Smart Cellular Team
Hi Sarfraz,
I’m really sorry to hear about the mix-up with your order. It sounds like there was an error with the color of the phone you received. We strive for accuracy in all our orders, and it’s disappointing to learn we missed the mark this time.
Please contact us directly so we can resolve this issue for you promptly. We appreciate your patience and look forward to correcting this mistake.
Best regards,
The Smart Cellular Team
“I bought it because it said next day delivery. After purchasing, I received an email saying it would be delivered in 3-5 working days. It would still be fine if that were the case but a week passed without a dispatch email. I called the customer service and was told it would arrive in a few days. It didn't. I received a dispatch email 13 days after purchase, stating the product would be delivered the following day. It didn't. It got delivered 2 days later. And the worst part is that, even though I paid for the pristine grade, the phone had a lot of dent marks on the sides.”
Hi,
I’m truly sorry to hear about the issues you’ve experienced with your order. It’s disappointing to learn that the delivery times and condition of the phone did not meet your expectations. This is not the level of service we strive to provide.
Could you please contact us directly? I’d like to resolve this matter for you and address any concerns about the phone’s condition.
Thank you for bringing this to our attention. We’re committed to improving our service and hope to have the opportunity to make things right.
Best regards,
The Smart Cellular Team
“Ordered a phone as a gift. Website stated order within 7 hours for delivery in 4 days. 2 weeks later still waiting for delivery. Called customer service numerous times but no one is available. Reverted to live chat, told my order would be with me mid last week, emailed 22nd to cancel my order.....still waiting for a response”
Hi Karen,
Sorry for the delay. Please provide your order number so we can investigate and resolve this issue promptly.
Regards,
The Smart Cellular Team
