“I wanted to return the phone I had bought for a refund. I knew that I needed to do this within 30 days of receipt. I was on the 30 days, so used online chat who advised me that because I had made the request within 30 days, I was eligible.
Called a couple of weeks later, spoke to customer service agent who told me that my phone had been received, but that I had requested a replacement: simply not true! They agreed to make change and arrange for a refund which “should be with you within a few days”.
Three days later, I received an email advising that a new phone was due to be delivered. When it arrived, I called back. I received INCREDIBLY rude customer service; she told me that what I had been told by an online chat about the timing of returns (that I was in time) was irrelevant: and also the advice that she herself had given me a few days before this call (“I’ll arrange a refund for you”) was also irrelevant :”you signed up to our terms and conditions”. In addition m, the replacement phone was in a worse condition than the one I had originally received.
I very rarely lose my temper with people, because I appreciate that they have a job to do: but in this case, her arrogance, refusal to acknowledge that the advice I’d been given previously had any relevance: her continually talking over me and in a condescending tone really got my goat: and I’m afraid that I did swear down the phone at her, which I am not proud of.
So now I have a phone I don’t want; I’m £8.50 down on the return postage, and an extremely unhappy customer.
I won’t be buying anything from this company again. Ever.”
“I shopped around for different deals and got better prices on smart cellular, the phone looks very good. All seems great and I have recommended my friends as well.”
“Sent a phone back due to top speaker not working- over 2 x weeks ago and not heard anything from them!! It was a present for my mums birthday and now she has no phone . Not replied to any email and no answer on telephone number . Feeling very frustrated and hope I hear very soon otherwise I will have to seek further advice to resolve this.”
“Excellent company to deal with. Refurbished phone was great value for money & I was kept informed about the delivery every step of the way. I'd definitely buy from them again & recommend to anyone.”
Dear Valued Customer,
Thank you for your constructive 4-star review! We’re glad to hear that you found the returns process straightforward. We apologize for any delays in communication and appreciate your understanding as we work to improve this aspect of our service.
Your feedback is important to us, and we’re here to ensure a smoother experience in the future. If you need any further assistance, please don’t hesitate to reach out!
Best regards,
The Smart Cellular Team
“Wasn’t sure when my delivery would arrive I sent a email and received a print reply the help and support I received was very prompt may I add ,they put my mind at ease that my hand set would soon be delivered and apologized for any inconvenience they apologized for the delay and no sooner than that 4days later I received my hand set I’n excellent condition, I will definitely be advising any friends and family to use this site for any mobile phone products they shall need in the future as I certainly myself shall be using again. Thank you for your help .”
Dear Valued Customer,
Thank you for your thoughtful 4-star review! We're delighted to hear that our support team was able to assist you promptly and put your mind at ease regarding your delivery.
We apologize for the initial uncertainty and appreciate your understanding. We're thrilled that your handset arrived in excellent condition, and we truly appreciate you recommending us to your friends and family.
If you need any further assistance in the future, don't hesitate to reach out. Thank you once again for choosing Smart Cellular!
Best regards,
The Smart Cellular Team
Dear Valued Customer,
Thank you for your positive 4-star review! We're pleased to hear that you experienced decent communication, fast delivery, and found our prices appealing.
Your feedback is important to us as we strive to provide the best service possible. If there's anything else we can assist you with, please feel free to reach out.
Best regards,
The Smart Cellular Team
“I ordered a phone that was described as being in 'good' condition. When it arrived, the phone was covered in scratches. I contacted Smart Cellular by phone and email on about 10 occasions to complain. Every time, they told me they were looking into it, but the situation still hasn't been resolved. No refund. No replacement phone. Their customer service is appalling. Save yourself a whole load of hassle and buy from Back Market instead.”
Dear Fiona,
Thank you for your wonderful 5-star review! We're thrilled to hear that you had great communication and that your mum loves her new lather faster phone.
It's always our goal to deliver top-notch service and satisfaction, so your feedback truly means a lot to us. If there's anything else we can help you with in the future, please don't hesitate to reach out!
Best regards,
The Smart Cellular Team
Dear David,
Thank you for your fantastic 5-star review! We're glad to hear that our team was able to provide you with an alternative and that it arrived on time. We appreciate your understanding and flexibility in this matter.
Your satisfaction is our top priority, and we're here to assist you with any future needs. Thanks again for choosing Smart Cellular!
Best regards,
The Smart Cellular Team
Dear Alister,
Thank you so much for your fantastic 5-star review! We're thrilled to hear that you found your phone perfect and that our service met your expectations.
Your kind words about our fast delivery mean a lot to us as we aim to provide a seamless experience for our customers. If you have any questions or need further assistance in the future, don’t hesitate to reach out!
Best regards,
The Smart Cellular Team
“I copped a “excellent condition” iPhone 14 Pro Max Honestly came within 3 days of purchasing came with a tiny scratch on the screen and had 87% battery I wouldn’t complain at the price.
——> this is a honest review they didn’t pay my jack shizzle”
Dear Harry,
Thank you for your honest 4-star review! We're happy to hear that your iPhone 14 Pro Max arrived quickly and that you found the price satisfactory. While we strive for perfection, we appreciate your understanding regarding the minor scratch and battery percentage.
Your feedback helps us improve, and we’re here to support you if you have any further questions or need assistance. Thank you for choosing Smart Cellular!
Best regards,
The Smart Cellular Team
