“Never Never ever buy anything from this Company, avoid them. After 26 working days (one month and 4 days ) waiting for my order which were our Kids Christmas present , I paid for two iPhones and today I received a box with only one of the two iPhones ordered, after at least 20 emails 20 calls, I can understand what’s happening, customers service is a joke , I already left a bad review in a another page and they asked me to delete it but I refused to do it so I think it's a punishment for not having done it, they said literally this : “delete the review you have left on Trustpilot. Could you please confirm that you has been done today? so that we can continue processing your Order “ ...”
“I bought two phones from smart cellular on 26/11/2019 and paid a total of €852. There were issues with both phones and I called and emailed repeatedly but got no reply. As soon as I posted a review online I received a call within hours. Both phones were returned to smart cellular and after many emails back and forth I was told they were being replaced with pristine phones. There was no further issue with the Iphone 8 , however the iphone x shut down mid use repeatedly. I contacted customer service and sent the phone back again asking for it to be fixed or replaced. I am still waiting to receive an iphone x that is in perfect working order. There have been 30 emails between me and customer complaints, at least 20 phonecalls to various different people, emails to the returns department and to the sales department. I have returned the phone 3 times at this stage , only to be sent back the same phone with the same issues. I have paid €50 already in postage. Smart cellular have pressurised me to remove my honest review even though 4 months later I still do not have the phone that I paid €463 for on 26/11/2019.
"Whilst our Returns dept are evaluating your return, it is essential that you please consider removing your content today left on our social media platform? "
I have spoken to the complaints department today who have implied that I am lying about the issues with the phone as they cannot see anything wrong with it. I cannot believe how badly they have dealt with my complaint. I simply asked for the phone to be replaced or refunded and 4 months later they still have not done this.
They have now sent the same phone back to me again without consulting me. This experience has been a nightmare from start to finish. I cannot believe how bad the customer service is. They”
“PLEASE don’t use-phones initially arrived and appeared great but when one developed a fault they took no responsibility and warranty was made null and void. They tried to claim that the phone had been dropped (it hadn’t and no evidence/proof of this) I can get the phone fixed elsewhere cheap and easily but not the point-it was their responsibility and totally shirked it-I had used Music Magpie in the past and will go back to them in the future”
“Avoid avoid avoid ordered iPhone X on the 5th April still no phone because I got sick of waiting and lied too constantly asked for my money back and guess what still not got my money back had to purchase a phone off another company which I got in 2 days reported to trading standards warning avoid at all cost lies and scammers”
“Smart cellular have contacted reviews.io asking for my review to be removed saying I was not a genuine customer. I have provided the website with proof that I was! Honestly worst company I’ve ever had to deal with”
“We purchased a phone for Christmas present..on the 8th January we notified the company the battery wasn't holding its charge...they then emailed an incorrect postage label(royal mail for irish return)...so we had to pay a courier to return it.They recieved the phone on the 23rd January..I left it until they had it 11(working days)...then the nightmare began..your phone is in repairs...in repairs...I phoned 10 times in 4 days...I was told 3 times they would return my call when they sourced the issue...on the Wednesday I was actually told the repairs department had no phone line(imagine a mobile phone company had no phone line)...,last Friday I was informed a new(different) phone was on it's way...I asked for tracking number...so today..5 days(working days)I phoned again and would you believe royal mail had returned it to smart cellular(as if..more like it was never sent)...so my daughter still has no phone...I received an email to say an upgrade was on it's way...do I believe it....NO...SO PLEASE BUY YOUR PHONES ELSEWHERE AND SAVE YOURSELVES A LOT OF TIME AND TROUBLE...I've never met such incompetence in my life...we only asked for a battery replacement...any phone shop can do it in an hour....”
“The worst experience of customer support ever in my life!
They didn't send neither the free adaptor (for the earphones) for the iPhone nor the order receipt.
I emailed them too many times during December and January and I did not receive any response.
I sent them also a lot of messages and comments on Facebook and again nothing. In addition, after my comments on their Facebook page, they decided just to BLOCK ME in order to stop saying the truth about my order and their behaviour!!!
Moreover, I called them on the phone to ask about the items that they did't send. They assured me that they would send them but again they didn't!
Finally, I sent some messages to their website's chat and again they didn't bother to answer to me!
So after 2 months I decided to write a review here.
After my review was seen by them, and the 1 star that I gave in Trustpilot, they decided to answer to me at 17/01/2020 (Note that my initial order was in the last week of November 2019!!! ). They finally sent the receipt and recommended to send a pair of wireless ear pods instead of the adapter.
So I said that's fine. But, again that was THE BIGGEST LIE EVER! Actually I received the invoice that is useless because it does NOT contain the device IMEI number. But, the lie was about ear pods.
After the previous e-mail, I received another one on 21/01/2020 saying that the request for the wireless ear pods had been submitted and are scheduled for dispatch today(on 21/01/2020)
At 23/01/2020 I chased them again to find out about the ear pods, as I didn't receive them yet. And the lady responded that all of a sudden they are OUT OF STOCK!!!
One week later and they are STILL out of stock...
After more and more emails being sent chasing them and LOTS of frustartion, nothing has been done!!!
NO adapter, NO ear pods, NO refund. AVOID
Update:
Finally after a lot of months I received the eapods (BUT not the original) and the adapter.
BUT I never received the compensation that they promised.
So, after all this story I strongly recommend NOT TO TRUST THEM!”
“Avoid this company I had a terrible experience with them. I ordered 2 phones in November and got 1 phone 3 weeks later I was told that the xr phone I ordered was on the way and for the inconvenience they would send me a 128gb instead of 64 gb of course it arrived 2 days before Xmas and it was an iPhone 8. They sent it in the right box though maybe they thought I would not know the difference. I was then told in an email they would rectify the order and I'm still waiting. This company don't answer the phone and are very bad to respond to emails. Avoid avoid avoid.”
“I paid for an iPhone nearly a month ago. After supplying the wrong colour / condition, this was returned duly for a replacement but despite repeated requests and a supposed 4 hour guaranteed response to e-mails (which seems to be nothing more than a reference to an auto-generated e-mail receipt ), I have received no replacement, no e-mails or offer of a refund. It's beginning to feel like this company has no intention of honouring its commitment to supply the phone at all....”
“I recently had the misfortune of engaging with this company and I must say, it was an utterly appalling experience from start to finish. Despite my initial hope for a smooth transaction, I was met with nothing but incompetence and disregard for customer satisfaction.
First and foremost, their communication was abysmal. I provided clear instructions and expectations regarding the return of my i phone, yet they continuously failed to acknowledge or address them adequately. Despite numerous attempts to inquire about the status of my device, I was met with silence and indifference.
To make matters worse, I had paid for next day delivery, expecting a swift resolution. However, not only did they fail to honor their commitment to expedite the process, but they also neglected to provide any explanation for the delay. This level of disregard for customer service is simply inexcusable.
Furthermore, when attempting to clarify the terms and conditions of the return, they exhibited a complete lack of understanding and competence. Despite providing evidence to support my claims, they continued to disregard my concerns and attempted to shift blame onto me.
In summary, my experience with them was nothing short of a nightmare. Their incompetence, lack of communication, and disregard for customer satisfaction are indicative of a company that prioritizes profit over service. I strongly urge others to avoid engaging with them at all costs unless they enjoy frustration and disappointment.
I sincerely hope that this review serves as a warning to others and prompts with smart cellular to reevaluate their customer service practices.
Avoid at all costs.”
Dear Kyle,Thank you so much for taking the time to share your feedback on your experience with Smart Cellular. We sincerely appreciate your honesty and the opportunity to address the issues you encountered.
We want to apologize for the utterly appalling experience you had from start to finish. We understand how frustrating it must have been to face incompetence and a disregard for customer satisfaction. We are truly sorry for any inconvenience this has caused.
We acknowledge that our communication fell short, and we failed to adequately address your clear instructions and expectations regarding the return of your iPhone. We deeply regret the silence and indifference you encountered when inquiring about the status of your device. This lack of communication is not acceptable, and we apologize sincerely.
Furthermore, we are disappointed to hear that our commitment to next day delivery was not honored, and no explanation for the delay was provided. We understand how important it is to receive swift resolutions, and we regret the inconvenience caused by this oversight.
We are also concerned and apologize for the lack of understanding and competence displayed when clarifying the terms and conditions of the return. It is our responsibility to address concerns and provide a satisfactory resolution, and we apologize for falling short in this regard.
Your feedback regarding our incompetence, lack of communication, and disregard for customer satisfaction deeply concerns us. We assure you that we take these matters seriously and will be reevaluating our customer service practices to prevent such issues from occurring in the future.
We genuinely appreciate your warning to others and your hope for us to improve our customer service. We would like to learn more about your specific concerns and how we can make things better. If you would kindly provide us with your contact information or further details, we will do our best to address your concerns and ensure a better experience should you decide to engage with us again.
Thank you once again for bringing these issues to our attention, and we are committed to making the necessary improvements.
“They still have my phone and I have not received payment. They paid it into the wrong account that doesn’t exist and I have been chasing for over a week. Katy does not answer or return my calls despite leaving messages daily. I was told it would be chased this week Tuesday yet had no response. No one has chased this up and I have spoken to the bank to make them aware and it is easily rectified from smart cellulars end. I paid extra tracking postage. I have emailed numerous times, daily and got one response-Katy is looking into it which clearly is not as I’ve had no contact. I have asked for my phone to be returned back to me plus the extra postage I took out which was supposedly to be reimbursed. Are they a fake company???? I am about to alert the police…appalling”
Dear Lucy,
Thank you so much for taking the time to share your experience with us at Smart Cellular.
Please note that the payment has been made into the accounts provided by you, which was your old bank account, and the funds were not returned to us. We kept you updated via email, and Katie told you over the phone that the phone is not monitored for calls, this is why you were unable to reach her.
If there is anything further you believe we can do to improve the situation, please let us know.
“They offer you an attractive trade-in price for your phone, then claim it has been regraded due to its condition on arrival, and offer you just 50-60% of the original amount. The phone I sent to them had been in a protective case and had been used once per day, for two months, by an elderly relative. It was perfectly packaged. They simply try to rip you off.
Avoid at all costs.”
We are truly sorry to hear about your dissatisfaction with the revised offer for your Device. We want to assure you that our intention is to provide a fair and transparent service to all our customers.
Our grading guidelines are indeed strict, as they must adhere to industry standards to ensure that every customer receives a fair assessment of their device. We understand that discrepancies in device condition can lead to different interpretations, which is why we have tried to reach out on multiple occasions to discuss the condition of your device and the reasons behind the regrading.
We take your concerns very seriously and would like to resolve this matter to your satisfaction. We believe in fair trade and would never intentionally undervalue a device. If there has been a mistake in our assessment, we are committed to correcting it.
Your trust is important to us, and we strive to maintain the highest standards of customer service.
“Cancelled an order in Jan , only to get it sent out to me & charged 2 months later in March. Communication is bare minimum. Phone number doesn’t even work. The worst customer service I have ever come across!”
Dear Kate,Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We truly appreciate your valuable input.
We sincerely apologize for the inconvenience caused by the cancellation of your order in January, only to have it sent out to you and charged two months later in March. We understand that this lack of communication and the non-functional phone number have greatly affected your experience. Please accept our apologies for the frustration this has caused you.
We genuinely value our customers and their satisfaction is our top priority. We take your concerns seriously and would like to rectify the situation. In order to improve our service, we would greatly appreciate it if you could provide us with further details on how we can make things better for you.
Thank you once again for bringing these issues to our attention. We look forward to hearing from you and working towards a resolution.
Best regards,
Smart Cellular Customer Care Team
“I would completely avoid using this company. There are many negatives reviews online of this business which clearly shows that they are incompetent and it is just a money grabbing scheme.”
Dear Frank,Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We sincerely appreciate your honesty and value your input.
We apologize for any inconvenience or disappointment you may have encountered. We understand that negative online reviews can create doubts and concern, and we assure you that we take them seriously. Our aim is to provide excellent service to all our customers, and we deeply regret that we fell short of your expectations.
In order to improve our services and address the issues you've mentioned, we would greatly appreciate it if you could provide us with more specific details about your experience. Your feedback will be instrumental in helping us identify areas for improvement and ensuring a much better experience for all our customers.
Once again, we truly appreciate your feedback and want to emphasize our commitment to making things better. Please feel free to reach out to us with any additional information or suggestions on how we can enhance our services.
Thank you for your understanding and cooperation.
Best regards,
Smart Cellular Customer Support
“I returned a phone to Smart Cellular 3 months ago and still haven’t received my money back. I have been in contact with them nearly every day & they keep promising that they’ll refund my money but they never do. DO NOT BUY FROM THIS COMPANY”
Dear Thank you for taking the time to provide us with your feedback regarding your experience with Smart Cellular. We sincerely appreciate your effort in sharing your concerns with us.
Firstly, we would like to extend our deepest apologies for the inconvenience you have faced in not receiving your refund after returning your phone three months ago. We understand how frustrating this situation must be for you, especially after being in constant contact with our team and receiving promises without seeing any action. Please know that this is not the level of service we strive to provide our valued customers.
Your feedback is crucial to our continuous improvement, and we genuinely want to make things right. We kindly request you to share with us any specific details or suggestions on how we can rectify this situation and improve our processes. Your insights will guide us in addressing the issues you encountered and prevent such occurrences in the future.
Once again, we apologize for the inconvenience caused, and we appreciate your understanding. We value you as our customer and your satisfaction is our top priority. We hope to have the opportunity to restore your faith in our company and exceed your expectations in the future.
Thank you for your understanding.
Smart Cellular Customer Support Team
“Customer service is pitiful. The Phone number does not work. The Chat /message system they do not respond. There is no way to get in touch with the company should an issue occur other than by email, which they take ages to respond to.”
Dear Nick,Thank you so much for taking the time to provide us with your valuable feedback regarding your experience with Smart Cellular. We truly appreciate your effort in letting us know about your concerns.
We sincerely apologize for the inconvenience you faced with our customer service. We understand how frustrating it can be when the phone number does not work and the chat or message system goes unanswered. We acknowledge that there seems to be a lack of alternative communication channels to address urgent issues, except for email, which unfortunately takes an undue amount of time to receive a response.
We genuinely care about improving our services, and your feedback will assist us in doing so. We would like to ask you, Nick, if you have any specific suggestions or ideas on how we can enhance the accessibility and responsiveness of our customer support system. Your insights will help us provide a better experience for our valued customers like you.
Once again, we thank you for bringing these issues to our attention, and we are determined to make the necessary improvements. We look forward to your response and the opportunity to serve you better.
Warm regards,
Smart Cellular Team
“I purchased a refurbished iPhone which was described as pristine. When it came I was very happy as it was indeed pristine. It came within the delivery time specified and was well packed. Very happy customer.”
Dear Robert,Thank you so much for your outstanding 5-star rating of Smart Cellular! We greatly appreciate your feedback.
We are thrilled to hear that you had a fantastic experience with us and that your refurbished iPhone exceeded your expectations. Our team takes great pride in accurately describing and delivering top-notch products, and we are delighted that your device arrived in pristine condition and within the expected delivery time.
Thank you again for choosing Smart Cellular. We value your satisfaction and look forward to serving you in the future.
Best regards,
[Your Name]
Thank you so much Danny for the 5 star rating! We're very pleased that you were happy with the great prices, fast shipping, and the products exactly as described. We appreciate your positive feedback!
“Good phone, although the length of wait for it was too long with uncertainty whether it would arrive a month later for Xmas. Good communication from store and customer service though.”
Thank you so much for your 4-star rating of Smart Cellular! We truly appreciate your support and feedback. We understand that the wait for your phone was longer than expected, especially during the holiday season. However, we're glad to hear that our store and customer service teams were able to maintain good communication with you throughout the process. Your satisfaction is our top priority, and we apologize for any inconvenience caused. If there's anything else we can assist you with, please don't hesitate to reach out. We value your business and hope to serve you again in the future!
“Easy to use website, clear descriptions and explanations. Great prices too!
Regular updates about my order. Arrived on promised delivery date, well packaged and nice phone. Thank you, will use your company again.”
Thank you so much for your 5 star rating of Smart Cellular, Mel! We are thrilled to hear that you found our website easy to use with clear descriptions and explanations, as well as great prices. We are also glad that you were satisfied with regular updates about your order, as well as the delivery date, packaging, and phone. Your kind words are much appreciated and we look forward to serving you again in the future.
