“I ordered an iPhone from smart cellular 2 weeks before my son's birthday, it never showed up. They sent me a tracking code, but royal mail said they had not received the parcel.
Impossible to deal with this company, they never reply to email, the online chat or phone sometimes gets through but they just tell you to wait and the order will be with you.
In the end I had to raise a dispute with the bank who have reversed the payment.
They are offering free earpods for positive reviews! I'd rather people just avoid these cowboys.”
Thank you for taking the time to share your experience with us regarding your order from Smart Cellular. We sincerely appreciate your valuable feedback and apologize for the inconvenience caused.
We understand how frustrating it can be when an expected delivery does not arrive on time, especially for an important event like your son's birthday. We sincerely apologize for any disappointment or inconvenience this may have caused you.
We apologize for the difficulties you encountered in reaching out to us. We strive to provide excellent customer service, and it is disheartening to hear that we fell short in addressing your concerns promptly. Rest assured, we value your feedback and will review our communication channels to ensure that we are more accessible and responsive in the future.
We are sorry to hear that you had to raise a dispute with your bank to resolve the situation. This is certainly not the experience we aim to provide to our customers, and we deeply regret the inconvenience you faced.
Regarding the offer of free earpods for positive reviews, we apologize if this has given the wrong impression. Our intention is to encourage customers to share their genuine experiences, whether positive or negative, to help us improve our services.
We would greatly appreciate it if you could provide us with more details about your order and how we can rectify the situation. Our aim is to make things right for you and ensure that you receive the exceptional service you deserve.
Once again, thank you for bringing these issues to our attention. Your feedback is crucial in helping us identify areas where we can improve and deliver a better experience to our valued customers. We sincerely apologize for any inconvenience caused, and we hope to have the opportunity to restore your faith in our company.
If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you.
Best regards,
Customer Support Team
Smart Cellular
“I hope you’ve got time to read all this, I ordered two iPhone 13s and Prestine condition colour green with two apple boxes, two leads and two charger plugs after seven days. Still no delivery, took an extra three days of phone calls and emails before somebody answered the phone, they directed me to the warehouse who told me that they didn’t have that colour phone in stock I asked why didn’t they email me and let me know he apologise, I said it’s okay as long as both phones are the same colour but my grandchildren, save any arguments , when they arrived, the phones were in interesting condition, the colour of the phones on the box did not match the phones inside they sent both leads but only one charger plug. The charger plug was a C class the lead with the old USB type, so they didn’t match , it took a further eight days of phone calls, emails and text before somebody emailed me back and said they’d send the charger, after three days the new charger arrived totally different from the one I already had. It was the old type Apple charger with the normal USB connection More emails and calls in the end I give up I got on Amazon order to see class, charger plug and two type leads to match. The after sales is abysmal God help me when I plug these phones in and if they don’t wear or something wrong with them trying to get it to get them fixed or replaced. Just be aware people.”
Dear ALAN,Thank you so much for taking the time to provide us with your detailed feedback about your experience with Smart Cellular. We sincerely appreciate your effort in sharing your concerns with us.
Firstly, we would like to apologize for the inconvenience you faced during the entire process. We understand how frustrating it can be to encounter delays, especially when expecting a timely delivery. We apologize for any inconvenience caused by the extended wait time and the lack of communication regarding the availability of your desired color.
We also want to express our apologies for the discrepancy in the condition and color of the phones upon delivery. Such inconsistencies should not have occurred, and we understand how disappointed you and your grandchildren must have been. We apologize for any confusion or inconvenience this may have caused.
Furthermore, we deeply regret the inconvenience caused by the mismatched charger plug and the delays in resolving the issue. We understand the frustration that arose from receiving a different charger than expected, and we apologize for the confusion caused.
We genuinely value your feedback and want to assure you that we take your concerns seriously. We are continuously working on improving our after-sales support to prevent similar issues from happening in the future.
ALAN, we would like to make things right for you. If you have any specific suggestions on how we can improve our services or if there is anything else we can do to rectify the situation, please do not hesitate to let us know. Your satisfaction is of utmost importance to us, and we want to ensure that you have a positive experience moving forward.
Thank you again for bringing these issues to our attention. We appreciate your understanding and patience throughout this process. Should you have any further queries or concerns, please reach out to us.
Smart Cellular Customer Support Team
“I've encountered a frustrating pattern with this company, where they initially offer a high price for my phone on their website. However, once I send in my iPhone 13, which is in excellent condition with 89% battery capacity and no marks, they unexpectedly regrade it and slash the offered amount significantly.
For instance, my recent experience with Order Number SC26414 is disheartening. The website states a value of £370 for an "excellent" device, but without providing any clear reasons, they came back with a mere £270 offer. Interestingly, the next grade down, labeled as "good," is valued at £337. This discrepancy raises serious concerns about their evaluation process.
This isn't the first time I've faced this issue. In April 2023, with Order Number SC19333, I was initially quoted £313, only to be later offered a disappointing £210.
While I understand that discrepancies can occur, it appears that this might be a deliberate strategy on their part. Numerous reviews I've come across echo similar sentiments, suggesting that they entice customers with high initial quotes on their website and subsequently "regrade" the device to a much lower value.
This repeated experience leaves me feeling frustrated and raises questions about the transparency and fairness of their valuation process. I hope this issue can be addressed and resolved promptly.”
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.
Thank you, Karen, for your glowing 5-star review! We are thrilled to hear that you had a positive experience with our Great Service, Great Phone, Fast and Exactly What They Said Would Happen Happened – that is exactly what we strive for. We appreciate your feedback!
“I purchased a black iPhone 11 for my son's Xmas present I chose pristine condition...and that is exactly what I got ..a beautiful brand new looking sparkling phone..it arrived very promptly..exact date and time they said it would, was also in a nice box with iPhone picture on it ..very pleased with purchase..best price I found too !!”
Thank you, Carol, for taking the time to leave a 5 star rating of Smart Cellular! I'm glad to hear that the product you purchased was in pristine condition and arrived on the exact dates specified. It's great that your son got a beautiful, sparkling phone for his Christmas present. Thank you for the great review and for finding the best price on an iPhone 11!
Dear [Reviewer],Thank you so much for your wonderful 5-star rating of Smart Cellular! We truly appreciate your kind feedback and support.
We are thrilled to hear that you found our service excellent and that you chose our products as a special Xmas gift for your grandson. It warms our hearts to know that our offerings have brought joy to your family.
Moreover, it's always rewarding to hear that our prices have been appreciated. We strive to provide top-quality products at affordable rates, and your satisfaction in this regard means a lot to us.
Once again, thank you for choosing Smart Cellular, and we hope to continue serving you and your family's needs in the future. Wishing you a joyful holiday season!
Best regards,
Jeff S
Smart Cellular Team
Thank you so much for the 5 star rating. We're so happy to hear you are enjoying our great offers and customer service. We appreciate your kind words and would like to thank you for your continued support of Smart Cellular!
Thank you so much for the 5 star rating! We are delighted that you are pleased with our customer service and that the phone's condition and packaging were of high quality. It's been a pleasure serving you!
Thank you for your 4 star rating of Smart Cellular! We are glad that you feel our product is great and just as explained. We appreciate your feedback and hope that you continue to be satisfied with Smart Cellular.
“Excellent service delivery. Phone as described and looks perfect, yet to try as a Christmas gift. Would certainly use the company again and recommend to friends.”
Thank you so much for your 5 star rating, Cindy! We are thrilled to hear about your excellent experience with Smart Cellular. We really appreciate you taking the time to review us, and we're glad that your phone is exactly what you wanted as a Christmas gift. We hope to see you again soon, and we would love for you to spread the word and recommend us to your friends!
“Phone is exactly as described and at a very good price too!
Delivery took longer than expected and customer service was at times slow and frustrating but acceptable due to the busy Black Friday/Christmas period.
Overall very happy and would consider using this company again, thanks!”
Thank you for your 4 star rating, Josh! We are glad that you are overall very happy with Smart Cellular. We apologize for the delay in delivery and for any frustrations you experienced with our customer service. We appreciate your consideration in using us again in the future.
“Delivery stated as 2-3 working days. Took over two weeks. Impossible to speak to anyone on the phone and emails take 2 days to respond. Categorically would not recommend or use again. Despite that the phone was exactly as described hence 2 stars rather than 1 but I’m really hoping I don’t have to claim on the warranty as I can’t begin to imagine how painful that would be.”
,Thank you so much for taking the time to share your experience with Smart Cellular. We truly appreciate your honest feedback and apologize for any inconvenience you experienced.
We understand that the delivery of your order took much longer than expected, contrary to the stated timeframe of 2-3 working days. We sincerely apologize for this delay and any frustration it may have caused. In addition, we apologize for the difficulties you faced while trying to reach us over the phone, as well as the delayed email responses. This is certainly not the level of service we aim to provide, and we are sorry for the inconvenience it has caused you.
We are grateful that despite the issues, the phone you received was exactly as described. We understand your concern regarding the warranty and assure you that our team is continuously working towards improving our processes to ensure a smoother experience in case a warranty claim is necessary.
At Smart Cellular, customer satisfaction is of utmost importance to us. We genuinely value your input and would like to better understand how we can enhance our services. If you have any further suggestions or specific areas where we can improve, we would greatly appreciate your guidance.
Once again, thank you for bringing these matters to our attention. We apologize for any inconvenience caused and sincerely hope that we can rectify this situation for you. Should you have any further concerns or queries, please don't hesitate to contact us.
Thank you so much for your 5-star rating of Smart Cellular and for the compliment about our really good service, prompt delivery, and the phone looking just as described! We really appreciate you taking the time to leave us this kind review.
“Customer service - I ordered the phone for my daughter’s birthday and even though it was a very busy Christmas period they got the phone to me on time.”
Thank you for your 4 star rating of Smart Cellular, Becky! We sincerely appreciate the kind words about our customer service - we are so glad that our team was able to get the phone to you on time in the busy Christmas period for your daughter's birthday. Thank you for being a valued customer!
Thank you so much for your 5 star rating. We really appreciate you taking the time to leave us such a great review. We're glad you were happy with the condition of the phone you received as well as with the communication from us. We look forward to doing business with you again in the future!
Thank you so much for your 4 star rating of Smart Cellular! We are delighted to hear that you have found our price to be good, and that the phone was in really good condition. We appreciate your feedback and hope to see you back again soon!
Thank you for your 4 star rating of Smart Cellular, Anna! I'm really happy with my purchase; I received the phone in very good condition, exactly as described, with quick delivery. I really appreciate your positive review!
Thank you for your 4 star rating of Smart Cellular, Jim! We appreciate your review and are glad that the phone was as described. We apologize for any inconvenience caused by the delayed delivery due to the increased demand before Christmas.
Thank you Sue for your 5 star rating of Smart Cellular! We are delighted that the phone arrived in the condition expected, promptly and well packaged. We always strive for an efficient and pleasant customer experience. Thank you for your kind words and for choosing Smart Cellular!
