“Had a phone a samsung when it came it had scratches which was supposed to be excellent, I sent it back but still had no refund, they don't answer emails and phone just a machine, I'm now taking it up with my visa card and also reported it to trade standards, look at true reviews on trust pilot, don't trust this company.”
Dear M,Thank you for taking the time to provide feedback about your experience with Smart Cellular. We truly appreciate customers like you who bring such matters to our attention.
We sincerely apologize for the inconveniences you faced, particularly concerning the scratches on the Samsung phone you received. We understand how frustrating it can be to receive a product that does not meet your expectations. Furthermore, we apologize for the lack of communication and delay in processing your refund. This is certainly not the level of service we strive to provide.
We value your feedback and will take immediate action to resolve these issues. As you have mentioned involving your Visa card and reporting the matter to trade standards, we want to assure you that we will cooperate fully to resolve any financial concerns you may have.
To further investigate and prevent such incidents, we kindly request that you provide us with more details about your purchase. Could you please share your order number, contact information, and any available references? This will greatly assist us in addressing your concerns promptly.
At Smart Cellular, our goal is to ensure complete customer satisfaction. We are committed to learning from our mistakes and improving our services. Your input is invaluable to us in making the necessary changes to prevent similar occurrences in the future.
“Worst company ever!!! Don't use debit card pay with credit card if you are going to risk it.
Ordered phones 10 days letter heard nothing. Couldn't get through on phone. Took 2 days for web chat response from a real person. When asked for update they wouldn't give a response as to when we would receive phones. Finally after 30 days with no phones we got fed up and asked for refund. Guess what 11 business working no refund. Chased again no response. Had to make claim through credit card as we never received phones nor a refund. WORST COMPANY EVER....”
Dear NicoleK,Thank you so much for taking the time to provide us with your feedback regarding your experience with Smart Cellular. We genuinely appreciate your honesty and willingness to share your thoughts.
We sincerely apologize for the inconvenience and frustration you encountered during your interaction with our company. We understand how crucial it is to receive timely updates and efficient customer service, and we regret that we fell short in delivering these to you. It is certainly not the level of service we strive to provide.
We have taken note of the issues you raised, such as the delayed delivery, difficulty in reaching our customer service, and the lack of response regarding the status of your order and refund. We are deeply sorry for any inconvenience caused throughout this process.
In order to rectify the situation and prevent similar incidents from occurring in the future, we would greatly appreciate any additional insights or suggestions you may have on how we can improve our services. Your feedback is extremely valuable to us, and we want to ensure that we address all the areas that need improvement.
Once again, we truly appreciate your feedback and apologize for the negative experience you had. We will do our best to learn from this and make the necessary changes to enhance our customer service going forward.
Thank you for bringing this to our attention.
Best regards,
Customer Service Team
Smart Cellular
“The iPhone purchased was in fair condition not immaculate/pristine as described on the website. Had to pay to have it returned. Customer services tone is not helpful.”
Dear reviewer,Thank you for taking the time to provide your feedback about your experience with Smart Cellular. We genuinely appreciate customers like you who share their thoughts, as it helps us improve our services and meet our customers' expectations.
We sincerely apologize for the inconvenience you faced in regards to the condition of the iPhone you purchased. It is our utmost priority to accurately describe the products on our website, and we regret that it was not in the pristine condition as advertised. We understand that this would have been disappointing for you.
We also apologize for the inconvenience caused in having to pay for the return. We strive to provide a hassle-free shopping experience for all our customers, and we understand that the return cost should not have been your responsibility.
Furthermore, we apologize if you found our customer service tone to be unhelpful. We aim to provide excellent customer service and support, and we regret if we fell short in your case. Your feedback has been noted, and we will take immediate steps to address this issue within our team.
We would greatly appreciate it if you could provide us with more information on how we can make things better for you. Your opinion is invaluable to us, and we would like to ensure that you are totally satisfied with our services. Please
“I ordered 128gb iphone 12 mini white colour pristine condtion. But they send me 64 gb black iphone 12 mini also condition was not pristine. After that i tried many time to contact them they just avoid me and no answering. Very bad seller”
Dear Zeeshan,Thank you so much for taking the time to provide us with your feedback regarding your recent experience with Smart Cellular. We truly appreciate customers like you who make an effort to let us know about their experiences.
We sincerely apologize for the inconvenience you faced with your order. It is certainly not the level of service we aim to provide. We understand how frustrating it must have been to receive a different iPhone model with a lower storage capacity and in a different color, especially when you had ordered a pristine white iPhone 12 mini with 128GB. We apologize for this mistake and any disappointment caused.
Moreover, we deeply regret that you faced difficulties in contacting us and receiving a response. This is not the level of communication we strive to maintain with our valued customers.
We want to assure you that we take your feedback seriously, and we are determined to make things right for you. Could you please let us know the best way and time to contact you so we can discuss how we can resolve this issue? We genuinely want to improve and ensure that our customers have the best experience possible.
Once again, thank you for bringing this to our attention. We value your feedback and hope to have the opportunity to rectify the situation and restore your trust
“Didn't receive the proper charger and after asking twice about it I still haven't received it. The person dealing with it was not helpful at all. Basically told me that if you didn't want to give a charger with the phones then you don't have too. I've bought a few phones here over the years but won't be buying any more.”
Thank you for taking the time to provide feedback on your recent experience with Smart Cellular. We truly appreciate customers like you who share their experiences with us, as it helps us identify areas where we can improve.
We apologize for the inconvenience caused by not receiving the proper charger and the lack of helpful assistance when you reached out. This is certainly not the level of service we strive to provide. Your frustration is understandable, and we genuinely apologize for any inconvenience caused.
We value your loyalty as a long-time customer, and it is disheartening to hear that you won't be purchasing from us in the future. We would love the opportunity to rectify this situation and regain your trust. Could you please let us know how we can make things better for you? Your input is essential, and we would greatly appreciate any suggestions you may have.
Once again, we apologize for the negative experience you had with us. Your feedback is highly valued, and we assure you that we will take the necessary steps to prevent such issues from reoccurring in the future. We truly hope to have the opportunity to serve you better in the future.
Thank you again for bringing this matter to our attention.
Kind regards,
Customer Support Team
“I ordered a phone for my daughter's upcoming birthday 10 days ago, and was advised at the time delivery would take 2 working days.
It still hasn't arrived and the birthday is tomorrow. Every time I contact the company I am given a different delivery date - the latest one said it would be here by today yet I haven't even received a tracking reference.
I wanted to speak to someone over the phone but have been unable to, messages via live chat often take hours to be answered.
My daughter will be so disappointed tomorrow and I cannot even tell her when the phone will be delivered (if it ever is).
I'm sorry I decided to use this company and would advise anyone to steer clear if they don't want to be subjected to an appalling customer experience.”
Dear Martin,Thank you so much for taking the time to share your feedback about your recent experience with Smart Cellular. We truly appreciate hearing from our customers, as it helps us improve our services.
First and foremost, we sincerely apologize for the inconvenience and frustration you have encountered regarding the late delivery of your daughter's birthday phone. This is not the level of service we strive to provide, and we understand the disappointment and uncertainty it has caused.
We understand the importance of the phone arriving on time for your daughter's special day, and we deeply regret the multiple conflicting delivery dates and the lack of a tracking reference. We apologize for any inconvenience caused by the difficulties in reaching our customer support team through phone calls or live chat messages, as well as the delayed responses.
We want to make things right and ensure that your experience with Smart Cellular is significantly improved. Could you please let us know how we can make amends and address your concerns? Our team is dedicated to finding a solution that meets your satisfaction.
Once again, we apologize for any distress caused, and we appreciate your understanding and patience. We value your feedback and we will use it to implement necessary changes to prevent such issues from recurring in the future.
Thank you for giving us the opportunity to address your concerns, and we hope to have the chance to restore your faith in our services.
Warm regards,
Smart Cellular Customer Care Team
Dear Gintautas,Thank you so much for taking the time to share your experience with us at Smart Cellular. We truly appreciate your feedback and apologize for any inconvenience caused by the non-delivery of your goods. We understand how frustrating it can be when you are left without an explanation.
We genuinely value our customers and their satisfaction is our utmost priority. Could you please provide us with more details about your order so that we can investigate what exactly went wrong? We are determined to make things right and ensure this doesn't happen again in the future.
Once again, thank you for bringing this matter to our attention. Your input helps us improve our services and we are committed to exceeding your expectations. If you have any further suggestions or concerns, please don't hesitate to let us know.
Wishing you a great day!
Best regards,
Smart Cellular Team
“If I could, I’d give no stars. Took a month to arrive and they told me three times it had been sent out, (it hadn’t) and then when it finally did arrive, it was the wrong phone. Nobody answers the customer service phone number and they also said I’d get a charger. It was wireless and about as useful at charging a phone as my toaster. Avoid at all costs.”
Dear Helen,Thank you for taking the time to provide us with your feedback on Smart Cellular. We sincerely appreciate your effort in sharing your experience with us.
We deeply apologize for the inconvenience you faced regarding the delayed delivery of your order. It is regrettable that we provided incorrect information about the shipment on multiple occasions. Furthermore, we understand your frustration when the phone finally arrived, and it turned out to be the wrong model.
We acknowledge that you faced difficulties in reaching our customer service team, and we apologize for the lack of response on our end. Additionally, we apologize for any confusion caused by the wireless charger we provided. We understand that it did not meet your expectations, and we regret any inconvenience caused therein.
Your feedback is valuable to us in improving our services. We would greatly appreciate it if you could share any specific suggestions or measures that you believe would help us rectify these issues and enhance your overall experience.
Once again, we would like to extend our gratitude for bringing these concerns to our attention. Rest assured that we are committed to making amends and ensuring that such incidents do not recur in the future.
Warm regards,
Customer Relations Representative
“Do not dispatch within the time frame given Then sent the wrong Mobile Phone. Very very poor communication, leave messages on the telephone as they do not answer. They do not respond to Emails! Then sent me an invoice for an additional payment for the handset the sent as it was more money. Raised it with PayPal, they did not communicate within a good time frame with PayPal. From start to finish I only received my refund on 12th Feb 2024 when I raised the issue on 4th December 2023. PayPal ruled in my favour but never received the Special Delivery postage fee that I had to pay for this Companies error. My advice would be to avoid at all costs. I only gave 1 Star as you are unable to review without selecting a Star rating.”
Dear Chris,Thank you so much for taking the time to provide your feedback about your experience with Smart Cellular. We truly appreciate your honesty and value your input.
Firstly, we would like to sincerely apologize for the inconvenience you faced with our service. We deeply regret the issues you encountered, such as the delay in dispatching your order within the given timeframe and sending you the wrong mobile phone. We understand how frustrating it must have been to experience very poor communication, with unanswered phone calls and unresponsive emails.
We also apologize for the additional payment invoice and the lack of timely communication with PayPal. We understand how important it is to resolve such situations promptly, and we acknowledge that we fell short in meeting your expectations in this regard. We're glad to hear that PayPal ruled in your favor, but we are genuinely sorry that you did not receive the refund for the Special Delivery postage fee you had to pay due to our error.
Your advice to avoid our services at all costs is taken seriously, and we want to assure you that we are committed to improving. We would greatly appreciate it if you could share any specific suggestions on how we can make things better. Your valuable insights will help us assess and address the issues that you and other customers may have experienced.
Once again, we genuinely apologize for the inconvenience you faced. Your feedback is essential to us, as it assists us in improving our processes and providing a better customer experience. Please know that we take your concerns to heart and will work diligently to prevent similar issues from happening in the future.
Thank you for giving us the opportunity to rectify our mistakes, and we hope to have the chance to regain your trust in the future.
Best regards,
Customer Service Team
Smart Cellular
“I was quoted a price however when i sent my phone i was advised it had been down graded and offered less money than the original quote would have been if it was in the band below. i was not offered a reason why this was down graded”
Dear Kerri,Thank you so much for taking the time to share your experience with Smart Cellular. We highly appreciate your feedback, as it helps us improve our services.
We apologize for the inconvenience you faced regarding the downgrading of the price for your phone. We understand how frustrating it can be when expectations are not met. We regret that an explanation was not provided to you regarding the downgrade.
To make things right, we would like to offer a heartfelt apology and assure you that we are committed to resolving this matter for you. We genuinely value your business and would appreciate the opportunity to discuss this further with you. Could you please let us know how we can make things better for you?
Once again, thank you for bringing this to our attention. Your feedback is invaluable to us, and we appreciate your honesty. We look forward to hearing from you soon.
Best regards,
Smart Cellular Team
“I sent this company my iphone 14 plus this week and they received it on Wednesday. They made me an offer which I accepted and told me payment of £260 should be paid to me at the end of the day on Wednesday.
It is now Friday and nobody has called me.
Where is my money?”
We understand your concern regarding the payment for your trade-in. We want to assure you that we have made several attempts to reach out to you via phone, as previously communicated through email. Our records indicate that we have diligently tried to contact you on multiple occasions to process your payment efficiently.
We are committed to providing a smooth and transparent transaction process for all our customers.
Your payment has been completed.
Thank you for your patience and understanding.
Warm regards
“Avoid Avoid at all cost. If you want a phone this is not the place. They don't answer the phone if they do sounds like young children. Emails don't get answered. Still no phone delivered.”
Thank you for taking the time to provide us with your feedback on your experience with Smart Cellular. We genuinely appreciate customers like you who take the time to let us know about their experiences.We would like to sincerely apologize for the inconvenience you have faced. We understand that not being able to reach us through calls or emails, as well as the delay in delivering your phone, must have been frustrating for you. We apologize for any shortcomings in our customer service.
We value your input, and we genuinely want to make things right. We kindly ask you to provide us with any suggestions or specific areas where we can improve our services. Your insights will be instrumental in helping us enhance our communication channels and ensure a smoother delivery process.
Once again, thank you for bringing these issues to our attention. We assure you that we will take your feedback seriously and work diligently to address them. We appreciate your patience and understanding.
Best regards,
Smart Cellular
“I sent a brand new I phone 13pro max as Smart Cellular offered the best price at £520 . When they received it they got back to me to offer £250 ! I rejected and requested phone back . They then offered £265 as they advised there were marks on the phone !! Phone is now back with me ( no marks anywhere ) it’s definitely put me off selling on line in the future”
We want to assure you that our grading process is thorough and intended to be fair and transparent. We understand that the condition of a device can be subjective, and we are committed to ensuring our customers are satisfied with our evaluations. If a device does not meet the initially quoted condition, we are open to regrading it. We encourage customers to request pictures of their devices if there are any discrepancies in the assessment, and we are more than willing to provide these.
“Received a faulty phone 3 days before Christmas despite ordering pristine condition. Paid to send the item back special delivery as instructed and was told the cost would be refunded back to me. Had to wait over 2 weeks for a refund for the phone despite numerous attempts at contacting the company, no phone line or live chat available. Still awaiting a refund for my postage cost, emails have been ignored! Wouldn’t bother ordering!”
Dear Lauren,Thank you so much for taking the time to provide us with your valuable feedback on your experience with Smart Cellular. We sincerely apologize for the inconvenience you faced in receiving a faulty phone, especially during such an important time of year. We understand how disappointing this must have been for you.
We regret the delay in processing your refund for the phone, despite your numerous attempts to contact us. We apologize for any frustration this may have caused. Our team is always striving to improve our services, and we truly appreciate your patience throughout this process.
Regarding the refund for your postage cost, we apologize for the oversight and any unanswered emails. Rest assured, we are now committed to resolving this matter promptly. To do so, we kindly request that you provide us with your order details and any relevant information, so we can rectify the situation as quickly as possible.
Once again, we want to extend our gratitude for bringing these issues to our attention. At Smart Cellular, we continuously strive to deliver the best possible experience for our customers. Your feedback is invaluable in our journey towards improvement.
Please let us know how we can make things better for you. We are here to address any further concerns or suggestions you may have.
Warm regards,
[Your Name]
Smart Cellular Customer Support Team
“Awful! Avoid at all costs!!! Trade under a different name but are SMART CHERRY MOBILES LTD (look at their awful reviews!) but didn’t know this until i had to deal with their awful customer service team. Emails constantly ignored when asking where my phone was that i sent to them to sell, calls also ignored and my phone was lost then magically appeared again. Phone was in excellent condition and was quoted £149, confirmed price once they received mobile then 10 minutes later reduced price to £80.30 by email, i rejected this and had to pay return postage 🙄 They then dragged their feet sending it back.”
We want to assure you that our grading process is thorough and intended to be fair and transparent. We understand that the condition of a device can be subjective, and we are committed to ensuring our customers are satisfied with our evaluations. If a device does not meet the initially quoted condition, we are open to regrading it. We encourage customers to request pictures of their devices if there are any discrepancies in the assessment, and we are more than willing to provide these.
“I ordered a iPhone 12 Pro in flint grey and they sent me in blue. So I returned it via Royal Mail end of January 2023. Customers service and communication is terrible from my experience.
I asked for a refund because that isn’t the mobile I had chosen.and I am still waiting.
I spent £354 and I sent many emails, no one in customer support return department has refunded me my money back. I had a call from return department and the lady said she will refund me my £8.15 postage, which I received last week.
But still no £354 refund to card. I will 100% not recommend this company.
I will be contacting fraud department because this is over a month now.”
Dear [Reviewer],Thank you so much for taking the time to share your experience with Smart Cellular. We truly appreciate your feedback and we apologize for the inconvenience you faced regarding your iPhone 12 Pro order.
We completely understand your frustration regarding receiving the wrong color and the delay in receiving your refund. We sincerely apologize for any inconvenience this may have caused you. We are sorry that our customer service and communication did not meet your expectations.
We assure you that this situation does not reflect the level of service we strive to provide. We genuinely want to make things right for you and ensure that you receive the refund you are owed.
We kindly request you to provide us with further details regarding your order and refund process, such as your order number or any other relevant information. This will enable us to expedite the process and address the issue promptly. Additionally, we would like to extend our assistance and find a suitable solution together.
Once again, we genuinely appreciate your feedback and thank you for bringing this matter to our attention. We look forward to finding a resolution and restoring your confidence in our company.
Best regards,
[Your Name]
Smart Cellular Customer Support
“Didn’t receive my phone for over2 weeks no response off anyone would never use these ever again!!!!! Shocking experience no communication at all no reply to any queries, no customers service what so ever!!!!!”
Dear One,Thank you for taking the time to share your feedback about your experience with Smart Cellular. We sincerely apologize for the inconvenience you faced when you did not receive your phone for over two weeks, and for the lack of response and communication from our team. We understand how frustrating and disappointing this must have been for you.
Customer satisfaction is our top priority, and we deeply regret that we failed to meet your expectations in this instance. We are sorry for any inconvenience caused by the lack of customer service and the absence of replies to your queries.
We truly value your feedback as it helps us identify areas for improvement. We are determined to rectify this situation and make things right. To ensure a better experience in the future, we would greatly appreciate it if you could provide us with more details about what happened and how we can improve our service.
Please feel free to contact our customer support team at your convenience, either through phone or email. We want to make amends and regain your trust as our valued customer.
Once again, we apologize for the disappointment you experienced and thank you for bringing this matter to our attention. We are committed to making the necessary changes to avoid such situations in the future.
Best regards,
[Your Name]
Customer Relations Team
Dear Ms,Thank you so much for taking the time to provide us with your feedback regarding your experience with Smart Cellular. We sincerely appreciate your honesty and bringing to our attention the issues you encountered.
We would like to extend our sincerest apologies for the lack of communication and the inconvenience caused by the incorrect phones supplied. We understand how frustrating it must have been for you, and we deeply regret any delays or miscommunication that occurred during your attempts to contact us.
We truly value your feedback as it helps us identify areas for improvement and establish better customer experiences. We would like to assure you that we are actively working on addressing these issues and implementing measures to prevent similar situations from happening in the future.
We would be grateful if you could share some additional details about your experience with us. This will assist us in understanding the extent of the problem and finding a suitable solution. We genuinely want to make things right and ensure your overall satisfaction with Smart Cellular.
Once again, thank you for bringing these matters to our attention. Your feedback helps us improve our services, and we hope to have the opportunity to serve you better in the future.
Please feel free to reach out to us directly at [contact information] to discuss further and provide any additional feedback. We truly
“Having ordered and paid for a white phone that my daughter wanted for her birthday. The day before it was due to be delivered, I was told the blue phone i ordered wasnt available and did i want a purple one instead.
I advised i ordered a white phone and could they please confirm that the phone i ordered would be delivered on the date they confimed when i placed the order.
The day it was due to be delivered, I told they had extended their delivery times and i would get the phone in five working days which was three days after my daughters birthday.
There was no apology, just a matter of fact email stating they had extended their delivery time and that i was offered a different colour but declined to accept it, so nothing they can do.
After some very irate and frustrated emails (none of their telephone numbers work!!) over the course of three days, i eventually got a response from someone who finally said sorry and that they would try to help.
Anyway, my daughter received a white phone on her actual birthday - however it was not in the gift box i paid for and it certainly wasnt in the "excellent" condition that was advertised, it was covered in scratches on the screen and round the sides.
They did offer to take the phone back for a refund but quite honestly, dealing with this company makes me lose the will to live.
a) It is one thing to falsely claim on your website: "order within xx hours for delivery on xx date" when its actually just a guideline that you can extend at any point without warning after an order is placed;
b) but to then not even apologise and allow unsypathetic, unhelpful and very clearly untrained staff to contact customers and tell me its my fault my order wont arrive on time because i wouldnt change it to a different phone.
This is without a doubt the WORST company i have ever had the misfortune of dealing with.”
Dear Debbie,Thank you so much for taking the time to provide us with your feedback regarding your recent experience with Smart Cellular. We sincerely apologize for the issues you encountered during the process of ordering and receiving a white phone for your daughter's birthday.
Firstly, we completely understand your frustration and disappointment when we informed you that the blue phone you ordered was unavailable and offered a purple alternative instead. We should have ensured that the phone you initially ordered would be delivered on the confirmed date. We apologize for any inconvenience caused by the extended delivery time that was communicated to you on the day it was due to be delivered. It was our mistake, and there is no excuse for the lack of apology and matter-of-fact email you received.
We are truly sorry for the condition in which the white phone arrived on your daughter's birthday. The scratches on the screen and sides are completely unacceptable and do not meet the advertised "excellent" condition. We understand your disappointment, and we strive to exceed your expectations in terms of product quality and presentation.
We appreciate your patience and understanding throughout the course of the issue resolution. It should never have taken several irate and frustrated emails for someone to finally apologize and offer assistance. Please accept our sincerest apologies for the inconvenience caused by the unavailability of our telephone lines during that time.
Debbie, we genuinely want to make things right and improve your experience with our company. We value your feedback, and we would like to know how we can rectify the situation and ensure that this never happens again. Your input is important to us, and we want to regain your trust in our products and services.
Once again, we apologize for the inconvenience and frustration you faced. We are committed to addressing these issues and appreciate the opportunity to make amends. Please let us know how we can proceed to make things better for you.
Thank you for bringing these matters to our attention, and we look forward to your response.
Sincerely,
[Your Name]
Customer Support Team – Smart Cellular
“WARNING...Do not do business with this company. Still waiting for either phone or refund after 6weeks....lies and deception from the beginning..... Trading Standards and bank now involved to get my money back.....you have been warned.”
Dear Billy,Thank you so much for taking the time to provide us with your feedback on your experience with Smart Cellular. We genuinely appreciate your effort in letting us know what transpired.
We would like to extend our sincere apologies for the unfortunate situation you are currently facing. We understand how frustrating it must be to have waited for either your phone or refund for 6 weeks. We assure you that this is certainly not the level of service we strive to provide.
We value you as our customer and want to make things right. Could you please let us know how we can improve your experience and rectify the issues you mentioned? Your satisfaction is our top priority, and we are committed to resolving this matter in the best possible way.
Once again, thank you for bringing this to our attention. We apologize for any inconvenience caused and appreciate your patience as we work towards a resolution.
Best regards,
[Your Name]
Customer Support Team
