“Very disappointed. Lack of communication on multiple occasions with phone not answered and no response to emails.
Despite claims of faster payments - still waiting for payment despite multiple attempts to chase this. I wouldn’t use them again”
Hi there, we're truly sorry to hear about your disappointing experience with our communication and payment process. We strive to provide timely responses and support, and it's disheartening to know we fell short in your case. Your feedback is invaluable to us, and we are committed to improving our service.
Please don’t hesitate to reach out to our customer service team, as we want to assist you in resolving this issue promptly.
Warm regards,
Team Smart Cellular
“I would leave no stars if you could, they literally stole my phone from me and I have had to call the police.
Sent my phone in with a quote of £455 and they offered me £150. It was a brand new phone, not even used. They said they would send it back and didn't. Now cannot get a response from them. Like I said, I have had to report the phone stolen to the police. You have been warned.”
Hi there, we're truly sorry to hear about your experience and the distress it has caused you. The situation you described is concerning, and we take such matters very seriously. We deeply value our customers and strive to handle every transaction with integrity.
We encourage you to reach out to our customer service team directly so we can understand your situation better and assist you appropriately. Your feedback is essential, and we want to ensure that we resolve this for you.
Warm regards,
Team Smart Cellular
“They offered me £420 for my brand new phone, i sent my phone but I was told because is in contact they give me less for it, this is just a trick they use to pay less, I didn't want less money so I asked them to send it back to me, I havevto beg every day till finally they sent it back, worst phones selling experience i ever had.”
Hi Csaba, we're sorry to hear about your experience and the confusion regarding the valuation process. We strive for clarity and fairness in our transactions, and it's disappointing to hear that we fell short in your case. Your feedback is valuable to us, and we want to ensure you feel supported moving forward.
Please reach out to our customer service team directly, and we will do our best to assist you with your concerns.
Warm regards,
Team Smart Cellular
“Bought my new phone a couple of months ago.not been used apart from when i first set the phone up on recieving it.From being worth between 700 and 800 for trade it.you tell me it has scratches on the screen and on the edge.both front screen and internal screen came with screen protectors on.You then offer me a regrade of £70.
This is the 2nd time this has happened with you.i feel like I'm trying to be conned and have requested the return of the device.
I will not be using you again”
Hi there, we're really sorry to hear about your disappointing experience with your recent phone valuation. We understand how frustrating it must be to feel that you're not receiving a fair evaluation, especially when you took care to protect your device. Our goal is to provide transparent and fair valuations, and we apologize if we fell short in this instance.
We've noted your request to return the device, and we'll do our best to resolve this situation swiftly. If you have any further concerns or need assistance, please don’t hesitate to reach out to us.
Warm regards,
Team Smart Cellular
“I would give zero stars if possible. I'm still waiting for my device back which I sent off weeks ago now. The grading they gave was way off so I asked them to return it. They've ignored all of my responses so will be forced to file a police report for theft.”
“I ordered two phones from this company but they only supplied one. When I contacted them to ask for the other phone they have continuously told me that they were investigating it. But they did confirm that they had failed to send the second phone to me. Then they lied by giving me tracking number that was recognised on Royal Mail tracker system. Again I contacted them but I am still awaiting the delivery of my second phone. Now I have no idea if or when I will get a response from them. Disgusting behaviour from this company, so anyone reading this, please do not use this company. Roy Humphreys”
Hi Roy, we're truly sorry to hear about the issues you've faced with your order. We understand how frustrating it is not to receive what you've paid for, and we appreciate your patience as we investigate this matter. Our team is committed to resolving this as swiftly as possible, and we're here to help you through the process. Please reach out to us directly with any further concerns or questions, and we'll do our best to assist you.
Warm regards,
Team Smart Cellular
“I sent my iPhone 14 Pro to this company after they gave me the highest price for sale. I was skeptical about sending to a company that wasn’t on the usual comparison websites and boy was I right!
I had to contact them to tell them they had received my phone as they didn’t even let me know they had it. They then went from offering me £500 to £80 saying the phone was in a “poor” condition by not using genuine parts. I know this to be untrue as I sent my device to apple to be fully repaired before selling to smart cellular so the phone was in perfect condition. They then sent me pictures of a phone that wasn’t mine as it had scratches on the places apple have repaired it. this was to try to get me to accept another really low offer.
After telling them 3 times over the course of a week that I want my phone returned they then tell me they will not send until the following week. That is 2 weeks after they received the device and 7 days after I told them I want it returned. The only explanation I have for them returning late is that they are potentially taking peoples phones and swapping genuine parts out of them for the phones they are trying to sell.
I do not trust this company and am yet to receive my phone back from them.”
Hi Matthew, we truly apologize for the difficulties you’ve encountered with your recent experience. It’s never our intention to cause frustration or to provide anything less than excellent service. We appreciate your feedback about our communication and evaluation process, and we’re committed to resolving this situation.
Please reach out to us directly at support@smartcellular.co.uk so we can assist you further and ensure that your concerns are addressed promptly.
Warm regards,
Team Smart Cellular
“Phones advertised were clearly NOT AVAILABLE.
Telephone calls went unanswered
emails prompted false promises of delivery.
Six weeks later, and 4 weeks after cancelling the order due to non delivery, a refund was made after intervention by my credit card company.”
Hi Malcolm, we sincerely apologize for the difficulties you've encountered with your order and the lack of communication. We understand how frustrating it can be when expectations are not met. Your feedback is invaluable to us, and we take your concerns seriously. We're committed to improving our services and ensuring that our customers have a better experience in the future. If there’s anything more we can do to assist you, please reach out to us directly.
Warm regards,
Team Smart Cellular
“Fake advertising, misleading starting offer, even on new phones they'll come up with all sorts of bs to drop the price, and offer you half the original price/offer.
STAY AWAY!”
“I have used this company 3 times before. The first couple of orders went smoothly and I was very satisfied. However, the time before my latest purchase had some delays in delivery, even though I was told the phone was in stock.
This time I ordered a Samsung S20 Plus on 20th July. I was told it was in stock and I would receive express delivery. I received an email telling me that my phone had been dispatched and that I would receive it on Friday, 25th July. No tracking number was provided (first red flag). I emailed to request a tracking number, but I did not receive a response. Friday 25th came and went but no phone!
I again contacted Smart Cellular, only to be told they were having a delay but that my phone (which had supposedly been dispatched) would be sent out later that week and I would receive it on Friday, 1st August. Guess what? Friday came and went and still no phone. Again, I contacted the company and said that, as my phone had not been dispatched, please cancel the order and issue a refund.
I then received an email apologising and saying that they would offer me a £10 refund and a free pair of earbuds if I accepted and to please reply. I did reply, stating I wanted to cancel the order and receive a refund. To my dismay, I received an email the next day, stating that despite my instructions, the phone had now been dispatched to me. I immediately responded, saying I would not accept the parcel from Royal Mail and it would be returned to them.
When the phone arrived, I refused delivery and it was returned to them. I once again contacted the company when I knew the phone had been delivered back to them. I provided a tracking number and asked again for my refund. It then took over a week before I received an email informing me that I would receive a refund. The refund finally arrived on 15th August.
Judging by a lot of reviews, there are some serious issues with this company, particularly in communication. Why blatantly lie to a customer (twice) in saying the goods had been dispatched when clearly they hadn’t? Also, the mechanism for speaking to someone is woeful. The ‘cherry on the cake’ was receiving an email later asking if I was happy with my purchase and would I leave a five-star review? As a reward, I would receive a free pair of earbuds!
This is an honest review and I would caution anyone dealing with Smart Cellular in the future. I gave them the benefit of the doubt once but NEVER again!”
Hi David, we're truly sorry to hear about the issues you've encountered with your recent order. We appreciate your feedback, as it helps us identify areas where we need to improve. It's disappointing to know that you experienced delays and communication problems, and we completely understand your frustration.
We pride ourselves on providing a smooth shopping experience, and clearly, we fell short this time. Your comments will be addressed internally to ensure this doesn't happen again. Thank you for your honesty, and we hope you'll reconsider us in the future.
Warm regards,
Team Smart Cellular
“The are uncontactable. I bought a phone and they took the money. They then emailed to say they didn't have it. They took my money anyway and sent the item which I didn't order. Now totally uncontactable through phone or email and they still have my money.”
“Sent my phone in excellent condition and was offered £123 I've had a reply from them today to say it's been downgraded to £13 absolutely disgusting there were no marks on the phone at all as always been in a case and had a screen protector on don't use this site to sell your phone”
Hi there, we truly apologize for the disappointment you've experienced with your phone's valuation. We understand how upset it can be to receive a significantly lower offer than expected, especially when you took great care of your device. Your feedback is important to us, and we're committed to reviewing our processes to ensure fairness and accuracy.
If you'd like to discuss this matter further or have your device returned, please reach out to us directly. We're here to help!
Warm regards,
Team Smart Cellular
“Quotes £505 for an iPhone 15 plus 128gb which was reduced to £300 “upon inspection” because there was apparent marks on the side of the phone. It also took over a week to even receive an email and I had to contact twice to get this response.
The phone has been in a case and has had a screen protector on it from the first day so the condition is very good. Try to lure you in with a high initial offer price then try to rip you off once they have the phone.
Have requested to have the phone returned to me; save yourself some time and go elsewhere.”
We’re sorry for the inconvenience and frustration caused by the valuation change and delay in communication. We’re currently reviewing your case and will work to resolve it as quickly as possible. Please contact us at support@smartcellular.co.uk if you have any further questions.
“Although the phone is fine, the experience and communication was terrible. Firstly, they sent the wrong coloured phone. I sent it back, having paid to ensure it was sufficiently insured. I am still waiting to have the postage refunded over a month later. And even then, they don't appear willing to cover all the cost, so essentially I'm being asked to pay for their mistake. Delivery of the right coloured phone took several weeks. I was told several times it had been dispatched, when it hadn't. Despite emails saying they will respond within 2 days, they never did.”
Hi, we're very sorry to hear about the issues you experienced with your order and the delays in communication. We understand how frustrating this must have been, especially given the mix-up and postage concerns. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused. Please contact us at sell@smartcellular.co.uk with your order details, and we’ll do our best to resolve this promptly.
“Wrong colour phone sent and not the condition I paid for!
Phone returned but nothing from them about replacing or refunding, despite several attempts to contact them.
No communication from them at all, phone lines are constantly busy and answerphone message blames Covid 19.
Tracking shows returned phone was received days ago! Despite their website saying it would be sorted the same day.”
We apologize for the inconvenience and lack of communication. We’re reviewing your case and will resolve it as soon as possible. Please feel free to contact us at sell@smartcellular.co.uk if you have any further questions.
“My phone was 1o odd days late...kept on appologising.These people have no idea what the other department doing. Takes them 2 days to answer. The phone service is only to pass on massages
I cancelled the order,and also got email to confirm,but the despatch team has no idea...so I get my phone which I returned via the courier still waiting refund which they say takes 10 days”
We apologize for the delays and confusion. Your refund is being processed and should be completed within 10 days. Please contact us at sell@smartcellular.co.uk if you need any help.
“Stay clear of this company! Ordered a phone. Never arrived. Was constantly chasing them for updates. They tell you its been dispatched but won't give tracking details out. Cancelled order and had to get money back through bank.”
“Ordered a phone last Friday. It was acknowledged, but I have heard nothing since. It is now Wednesday. Chat said it was not on line. Giving them today to tell me what is happening before cancelling this. Poor service, no communication.”
“Still haven’t received my phone back informed them on the 16th June that I will not accept the £100 as the stated £460 previously . After a lot of emails , still no tracking or phone . This is obviously the companies policy to try to get people to accept very small offers by hanging out the return process .”
“Don't sell your phone to this company. I had a brand new Samsung S25 for sale which they quoted £400. I thought there won't be issue with the phone as it was new. When they received it, they said it is actually only worth only £200 (they gave 2 different naff excuses on different emails). Waste of time. Took a while to get it back, but at least I will sell it somewhere else for more.”
