“They rarely answer phone calls and emails. I make no apologies for submitting numerous reviews until my issues are resolved. Despite the fact that I have emailed and phoned them on numerous occasions and they have made me countless false promises I still have not received my phone. This situation is intolerable and theirtreatment of customers is despicable. I ask for the umpteenth time - where is my order?”
“I was happy with the price, but the after sales care is horrendous. No one answers the phone or emails you back properly. Waited 2 weeks or more for my order. My bank contacted you due to me being unable to get through”
“Sent my iPhone 14 pro 256GB to them for a validation sale and they offered me a totally unacceptable price. The reason being that the phone had screen scratches, the fact was these micro marks were on the screen protector and not on the phone screen. Better to sell on eBay as this Company will use every trick in their trade to under value your phone to make larger profits. Beware of my experience and don't trust them.”
“Ordered an iPhone 12 but received the wrong phone a few days later. We contacted Smart Cellular who eventually offered either a 10% discount to keep what we had or an exchange. We opted for the exchange and sent the wrong item back. We are now around 8 weeks later and the company refuses to respond to emails or live chat. When we talked to someone on the phone they were rude and said they were having supply issues with the iPhone 12. We still don't have a phone or a refund.”
“I continue with my negative reviews about Smart Cellular. A refund from them remains outstanding as does a separate order for a new phone. Excuses upon excuses. I think they tell you anything to placate and shut you up in the hope you’ll go away!”
“Took 3 weeks to arrive despite receiving a phoney dispatch notification.
I cancelled the phone after 1 week - heard nothing
Messaged (I have the transcript) emailed returns@ & sales@ and telephoned
3 weeks later the phone arrived after I should have been refunded
Stay away it seems they send out the wrong colours and take ages to do so.”
“I did not trade a phone in, so cannot comment on that particular process. However I ordered a refurbished iPhone 14 Pro, in pristine condition, in midnight black. Took a fair while to arrive which was not a huge problem, but Smart Cellular sent the wrong colour phone - purple, not midnight black. It is also not in pristine condition. They were impossible to contact, not answering the phone, and did not answer any emails. The only communication I received was to ask me to write a review, so here it is - avoid Smart Cellular and go somewhere else.”
“Ordered a phone 2 weeks ago. Still hasn’t arrived. They NEVER answer phone calls and seldom respond to emails. They also owe me a refund on another phone I returned to them. I sent this phone special delivery and signed for. Someone at the company actually accepted my return and signed for it over a week ago. Still no refund and no phone. A double whammy. Hopeless communication. Totally frustrating and unacceptable customer service. When this is sorted. Never again!”
“The phone I received was not that I ordered and I got it late for 3 days. When contacting customer service about return and refund, they just not reaching back to me.”
“Terrible service. Avoid this company. No response from multiple customer service emails / telephone calls / live chat after 8 days so far. Their prices may be competitive but not worth the risk if anything goes wrong.”
“I agree with other dissatisfied customers. They don’t answer phone calls or emails. I returned a phone which was signed for at their end. I have documentary proof. I ordered a different iPhone. Still not received and my refund hasn’t been issued. Unless something drastic happens I am finished with Smart Cellular. Totally disgruntled customer. Nothing to recommend them.”
“Disgraceful service. I ordered a phone on March 26th and since then I’ve received FOUR bogus emails claiming the item has been dispatched—not a single one included a tracking number. Total lies. You’ve taken my money and given me nothing in return. To make things worse, your customer service is a joke—no one picks up, no one responds. I’m done being patient. I’ll be reporting this to Action Fraud and spreading the word. People deserve to know what kind of scam you’re running.”
Dear M,
We are truly sorry to hear about your experience, and we understand the frustration caused by the emails you received regarding your order. It's unacceptable that you haven’t been able to obtain a tracking number or receive an adequate response from our customer service team.
Please know that we take your concerns very seriously, and we are working hard to resolve these issues. We appreciate your feedback as it helps us improve our operational processes and customer support.
We encourage you to contact our customer service team again, as they are dedicated to addressing your situation. Your experience is very important to us, and we would like the opportunity to make things right.
Thank you for your understanding.
Best regards,
The Smart Cellular Team
“Given that they have failed to provide my refund 13 working days after discussing it and telling me it would take up to 10 working days, and given that they rarely answer emails and don’t answer their phones, I can only assume this is a con outfit that should be avoided at all costs. Either that or they’re incompetent at running a company. AVOID!”
Dear Customer,
We apologize for the frustration you've experienced regarding your refund process. We understand how distressing delays can be, especially when communication feels lacking.
Your concerns are important to us, and we’re committed to ensuring that our customers receive the service they deserve. We are currently reviewing our systems to improve our response time and overall customer support.
Please reach out to our customer service so we can personally assist you with your refund request and address any issues you’ve faced. Thank you for your patience and for giving us the chance to rectify this situation.
Best regards,
The Smart Cellular Team
“ABSOLUTELY SHOCKING COMPANY!! They refuse to talk over the phone and will only settle for emails back and forth until it comes down to payment then they’ll call you. This whole experience has been so long winded, the staff are incompetent and do not care about their customers at all. I sent up one of the newer phones IPhone 13 Pro, I even spent £140 to get the camera and lense fixed GENUINE. They offered me £125 all because it has a couple scratches on the screen. It’s classed as “poor” which is absolutely false! ‘Fast and instant cash’ what a joke, a week later and I’m still waiting for money from my phone. If you want to waste a week of your life chasing a company, go ahead. But otherwise run for the hills!!!”
“We bought a phone from here with the promise that it was a next day delivery it is plastered all over the website - we ordered last Friday form the next day delivery range. Monday would have been fine, even though it is an emergency - but it is now Thursday, and all we have despite numerous phone calls to the company, is a promise that they will email us when the phone arrives. In a letter we got today, it says that they "have a two day processing time - but this can vary" - that is a far cry from next day delivery. It would have been quicker to go to CEX - at least you can take the phone you buy the same day. This company have no intention of delivering your phone the next day.”
“No communication on your part once i returned the faulty item which must not have been checked once dispatched to me. you also say you respond to emails within 2 days when i have been waiting 4, so you are no better than the rest”
“I didn’t receive my product, I had to contact the bank for a refund. When I live chatted, they said that it’d already been shipped and couldn’t track it, the day after I live chatted again to ask where my product was, and they had ‘tracking’ information for it to say it would be delivered that day, I’m still waiting for the phone to be delivered, and I ordered on 3/9/2024, I had to recall the payment and pull up a dispute with the bank”
