“I sent two phones into sell, the price I was quoted was not met, and was offered a stupid price, I have asked for my phones to be returned numerous times and I’m still battling for them to be returned. I would not use this company or recommend them.
I was told my phones were with the returns department and would be shipped back last Monday. And I’m still getting offers to sell, they are not listening to my request.”
“I got a new replacement iPhone 15 from apple (covered in Apple care) and didn't need it anymore as already purchased a new phone. Was quoted £400 by Smart Cellular, when they received it they said it has been re-graded to £280. Big wasted of time and chalk this down to another re-seller quoting high and delivering low.”
Hi Phil, we're truly sorry to hear about your experience with the trade-in process. We understand how disappointing it is to receive a lower valuation than expected, and we apologize for the inconvenience this caused you.
Your feedback about the quoting process is invaluable, and we take it very seriously. We aim for transparency and want to ensure that all our customers feel valued and informed throughout their transactions.
Please don’t hesitate to reach out to our support team so we can address your concerns and work towards a resolution. Your satisfaction is important to us, and we’d like the chance to make things right.
Best wishes,
Team Smart Cellular
“I had an awful experience with Smart Cellular when trying to trade in my Samsung S23 Ultra. Initially, I was quoted £360 for my handset — a fair and agreed price confirmed by email. I sent the phone in good faith, expecting a smooth process.
Once they received the phone, everything changed. The company started backtracking on the offer, claiming various issues and trying to negotiate the price down — at one point offering as little as £150–£200. After pushing back repeatedly, they then delayed returning my phone for weeks, despite multiple promises that it would be sent “by Friday” or “within 48 hours.”
The communication was inconsistent, unprofessional, and evasive. I was bounced between different people (Jake, Shelly, Siarah, Ian) who all seemed to say different things. I had to send multiple follow-ups just to get updates.
Only after persistent complaints did they finally agree to pay the original quoted amount of £360 — but by then, the entire process had taken over a month of unnecessary stress and chasing.
This company’s trade-in process feels misleading and borderline dishonest. They lure you in with a good quote, then drastically reduce the offer once they have your phone in their possession.
If you value your time, sanity, and your device — stay far away from Smart Cellular. There are far more transparent and professional options out there.”
Hi Amir, we’re truly sorry to hear about the frustrating experience you've had with our trade-in process. It's completely understandable to feel let down after receiving a different offer than initially quoted, and we apologize for the stress it caused you.
Your feedback about communication and delays is invaluable, and we take these concerns seriously. We strive for transparency and professionalism in our services, and it's disheartening to know we didn’t meet your expectations.
Please reach out to our support team directly, as we want to ensure we address your concerns and provide the resolution you deserve.
Thank you for your patience and understanding.
Best wishes,
Team Smart Cellular
“DO NOT ORDER FROM THIS COMPANY!
I ordered an iphone, and was promised delivery in 2 days. I was sent a shipment email with a tracking number from Royal Mail, however, they never received the phone. The company either lied or the phone went missing but I never received it. I emailed and spoke to 'Scott' on the phone multiple times and he promised me a refund on numerous occasions, but I never received anything back from them. I have had to claim the money back from my credit card company.
It is absolutely shocking how these cowboys can get away with this. They should be shut down.”
Hi there, we’re genuinely sorry to hear about the unfortunate circumstances surrounding your order. It’s completely understandable to feel frustrated when expectations aren’t met and communication doesn't deliver on promises.
We appreciate you sharing your feedback, and we want to assure you that we take such matters seriously. We aim for transparency and customer satisfaction, and we regret that we didn’t provide that in your experience.
Please do reach out to our support team directly so we can address your concerns and work towards a resolution. Your satisfaction is important to us, and we’d like a chance to make things right.
Warm regards,
Team Smart Cellular
“03/10/2025
I have sent in brand new unactivated totally unused iPhone 15 plus valued on their website for £510. The iPhone was never handled for more than a few mins only to take a video of the condition. I then get a email from Smartcellular that they have regraded the phone to £198 mentioning the camera is faulty. Looking at other reviews here, this seems very fraudulant. I have been trying since 9am today and cannot get through to someone as off 15:42. I have sent emails and awaiting contact. I will update here to let all know what happens!!
Update: 13/10/2025
I have spoken to them on the phone as well as communicated with via email on multiple occasions. At first i spoke to Aron whom called me to ask what price i was willing to sell my phone. I told him that your team was lying about the condition of the phone and he told me they would speak to a Manager and get back but has not. Via email again on two occasions they dismiss the fact around the condition of the phone but have asked me twice how much i am willing to sell the phone. In the email they wrote they will increase the offer to £205 including the postage that i paid for, i obviously refused.
I am emailed them that i want my phone back in the condition i sent it to them(brand new). Its been nearly two weeks since they have virtually stolen my brand new iphone.
I will continue updating here...”
Hi ZB, we sincerely apologize for the distress you've experienced with your recent transaction. It's completely understandable to feel frustrated when there are issues regarding the condition of your device and the communication from our team.
We appreciate you taking the time to update us, and we assure you that your feedback is essential in helping us improve our service. We want to resolve this matter for you and will investigate your concerns thoroughly.
Please reach out directly to our support team, and we’ll prioritize your case to ensure a resolution as quickly as possible.
Thank you for your understanding and patience during this time.
Best wishes,
Team Smart Cellular
“False Promises, Withheld Devices & Police Report Filed (ROC-33150-25-0123-04)
I sent two devices to Smart Cellular for trade-in — both were accepted, yet the company refused to make payment or return my property.
Devices & Order Numbers:
iPhone 16 Pro Max 256 GB – Order No. SC56591
Samsung Galaxy Z Flip 7 – Order No. SC56594
Despite fulfilling all requirements, including providing valid ID multiple times, Smart Cellular repeatedly broke their own Terms & Conditions and misled me throughout.
Between 8–13 October 2025, I received a series of contradictory, unprofessional, and false statements from their staff:
Shelly (8 Oct) – Promised the returns team would begin “immediately” once order numbers were provided. No return was initiated.
Jake (9 Oct) – Promised an “ASAP” return after I confirmed my address — nothing was sent.
Richard (9 Oct) – Demanded five additional documents (proof of address, ID, proof of purchase, contract status, ownership), none of which are required by their published T&Cs.
Jake (10 Oct) – Claimed my iPhone 16 Pro Max “had already been dispatched” — completely false, as no dispatch occurred.
Arthur (10 Oct) – Threatened to “keep or destroy” my devices unless I sent extra ownership documents — an unlawful and unethical statement.
Aeron (call on 10 Oct 15:53) – Apologised and personally promised to resolve the issue by Mon 13 Oct (14:00–15:00) with full payment or return + compensation. He never called back, and nothing was done.
Even after these broken promises, Smart Cellular still refused to refund my £20.50 postage costs, claiming returns are only refunded if devices are “accepted” — despite both already being accepted and verified.
Their behaviour clearly violates their own Terms & Conditions and the Consumer Rights Act 2015.
After exhausting all communication channels, I issued a formal complaint and gave them 48 hours to resolve the matter. They failed to do so.
This case has now been reported to Warwickshire Police under reference ROC-33150-25-0123-04 for investigation into unlawful retention of goods.
This entire experience has been time-consuming, distressing, and unacceptable.
Smart Cellular’s staff have shown no accountability and no willingness to resolve what should have been a simple transaction.
I strongly advise others:
Do not send your devices or ID to Smart Cellular. Their promises are inconsistent, their customer service is evasive, and they have failed to honour their own written commitments.”
Hi YG, we’re truly sorry to hear about the distressing experience you've had with our service and the issues surrounding your devices. It’s completely understandable to feel frustrated when communication seems lacking and expectations aren’t met.
We appreciate you bringing this to our attention, and we want to assure you that your feedback will be taken seriously. We strive to provide excellent service and clear communication, and it’s disheartening to learn that we fell short in your case.
Please reach out to our support team directly, so we can investigate your situation further and work towards a resolution. Thank you for your patience as we work to improve.
Warm regards,
Team Smart Cellular
Hi John, we're really sorry to hear about your experience and the confusion regarding your offer. We understand how disappointing it can be to receive unexpected changes, and we sincerely apologize for any lack of communication you've faced.
Your feedback is crucial for us, and we want to address your concerns as quickly as possible. Please reach out to our support team, and we’ll work to assist you right away.
Thank you for your understanding during this time.
Kind regards,
Team Smart Cellular
“Well where do I start!! I ordered the phone 3 weeks ago today and it arrived today, I was originally told it would be delivered on the 19th Sep I had to message over 40 times to keep being told they will chase up, its been dispatched, there are delays etc etc, then I got a tracking number after 2 weeks but still nothing was sent out for another 6 days, so when it arrived today it wasn't the colour I ordered and they sent an iPhone charging lead, the phone I ordered was a Samsung”
Hi Tracy, we sincerely apologize for the frustration you've experienced with your order and the mix-up regarding your phone. It’s completely understandable to feel let down when expectations are not met, especially after such a long wait.
We genuinely appreciate your feedback as it helps us improve our services. Please reach out to our support team so we can investigate this issue further and work towards a resolution for you.
Thank you for your patience during this challenging time.
Warm regards,
Team Smart Cellular
“Do not use Smart Cellular. They offer you a high price for your mobile and then when they have the phone in hand they offer you 50% of the price and then put you in a corner by not returning your phone. I’ve been asking for them to return my device for 2 weeks now. I’m having to open a police case to hope I get my phone back
Do not use this company at all. Avoid them at all costs. Spread the word.”
“Atrocious company to deal with. Never again.
Sent phone to them, and within 48 hours my pristine phone had scratches on the side and was offered £180 instead of £420 indicated. When I purchased phone from Apple I put in a wallet type case and it did not come out until I send it to this company. No way did it have scratches. I declined offer and requested phone return.
The points raised in my email were never answered just them trying to push me into a slightly increased offer. Eventually they offered £280.
After 8 emails from me of which 7 'contained send my device back' or 'I require £350 for the phone' I had to threaten legal action.
No one answers the phone and live chat took 1 hour 36 mins for someone to respond. By this time I had given up.
However, today Tony J from accounts team rang and immediately paid £350 into my account. His service was excellent and is a credit to Smartcellular.
I wonder if they had already sold my phone and could not actually send it back as their offers continually went up and no regard was given to my return requests in any email
Personally will never deal with them again.”
“I am extremely disappointed with my experience with Smart Cellular. It has now been over a month since I sent my devices to them for sale, and they are still withholding my property without any valid reason.
Despite my efforts to resolve the situation, including following all the required steps and even purchasing a delivery option for their return, I have received little to no communication or assistance from their team. Their customer service has been unresponsive and dismissive, leaving me feeling frustrated and powerless.
As a customer, I should not have to chase down my property after fulfilling my obligations. The lack of accountability and professionalism from Smart Cellular is unacceptable.
I strongly advise anyone considering doing business with them to think twice. It’s been a completely unprofessional experience, and I hope to see my devices returned soon. Otherwise, I will be seeking further action.”
Hi Leon, we’re truly sorry to hear about your experience and the frustration you've faced regarding your devices. It’s completely understandable to feel disappointed, especially after following all the required steps.
We strive for clear communication and accountability, and we apologize that we haven’t met your expectations this time. Your feedback is valuable to us, and we want to make things right. Please reach out to our support team again, so we can assist you with this matter promptly.
Thank you for your patience during this challenging time.
Warm regards,
Team Smart Cellular
“horrendous customer service and delays. Didn't offer what my phone was worth i had to ring 5 times after sending money and my postage adress waiting for my old phone to be sent back and it still has not
very disappointed”
Hi there, we're really sorry to hear about your experience with our customer service and the delays you've encountered. We understand how disappointing this must be for you, and we sincerely apologize for the inconvenience caused.
Your feedback is important to us, and we want to assure you that we are looking into this matter. Please reach out to our support team again, and we'll do our best to assist you promptly.
Thank you for your patience during this time.
Warm regards,
Team Smart Cellular
Hi Rohail, we’re very sorry to hear about the mix-up with your phone order and the delayed response to your emails. We completely understand how frustrating this must be for you, and we apologize for any inconvenience caused.
Your satisfaction is important to us, and we would like to resolve this issue as quickly as possible. Please try reaching out to our support team once more, and we will do our best to assist you right away.
Thank you for your understanding and patience during this time.
Warm regards,
Team Smart Cellular
“They offered a higher price on the website but changed and offered a lower price when I sent my phone to them. I rejected their offer and paid £8.15 for next day return postage but they're holding on to my phone. It's been over 25 days an I still haven't received my phone back.
This is the worst experience and service ever!
I'm still waiting for my phone!”
Hi there, we’re really sorry to hear about the frustrating experience you’ve had with your phone and the delayed return process. It’s completely understandable to feel concerned after such a long wait, and we sincerely apologize for any inconvenience this has caused you.
We want to assure you that we take these matters seriously, and your situation is important to us. Please reach out to our support team again for assistance, as we’re eager to help resolve this as quickly as possible.
Thank you for your patience through this challenging time.
Warm regards,
Team Smart Cellular
“I wish I'd read these reviews before sending this company my phone. As with others, they offered way less than originally on the pretext of 'scratches on the side'. I accepted anyway as I need the money but they have not paid me. I have emailed numerous times but get no response. DO NOT SEND YOUR PHONE to these people, you will end up like I have with no phone and NO PAYMENT. I'm a pensioner and needed the money towards my winter fuel bills, I feel stupid for trusting them and betrayed by them.”
Hi Rose, we are truly sorry to hear about the difficulties you've faced regarding your phone and the lack of communication on our end. We completely understand how vital this money is for you, especially during the winter months.
It’s disheartening to feel let down, and we genuinely apologize for the experience you’ve had with our service. Please try reaching out to our support team again, as we want to make this right for you. Your situation is important to us, and we are committed to resolving it as quickly as possible.
Thank you for your understanding, and we hope to restore your faith in us.
Warm regards,
Team Smart Cellular
“Ordered a phone on the 13th of August, update from sales saying the phone has been dispatched on the 18th of August, then another on the 26th, then another on the 27th. Phone arrived on the 28th and was not the phone ordered. Emailed the Sales email address on the 28th, nothing heard. Spoke to someone on the live chat on the who said to email again, emailed again on the 1st of September, still had nothing back.
Given the lack of communication from this company I was not confident in sending the phone back for a refund as I doubt the money would be returned.”
Hi there, we truly apologize for the inconvenience you've encountered with your order and the subsequent communication issues. It’s understandable to feel frustrated when expectations are not met, especially with something as important as your purchase.
Please know that your feedback is very important to us, and we’re committed to resolving this situation. We encourage you to reach out to our support team again, and we will do our utmost to assist you promptly.
Thank you for your patience, and we hope to regain your trust in the future.
Best wishes,
Team Smart Cellular
“Offered £300 for my phone, once received they then offered £60. 20 days later still not returned my phone - keep emailing asking what I want for my phone. I want it returned to me. These are con- artists. Do not use them. I believe they’ve either sold my phone or lost it.”
Hi there, we sincerely apologize for the frustration you're experiencing regarding your phone and the offer made. It’s completely understandable to feel concerned when communication breaks down, especially involving your property.
We take these matters very seriously and would like to resolve this for you as soon as possible. Please reach out to our support team again, and we’ll do everything we can to assist you in getting your phone returned.
Thank you for your patience and understanding during this time.
Best wishes,
Team Smart Cellular
“I sent them my phone which they undervalued; in fact I did not recognise it from their description. Now in spite of two emails and two calls they will not send my phone back to me. What are they trying to hide?”
Hi Bradley, we’re really sorry to hear about your experience with the undervaluation of your phone and the difficulties in retrieving it. It’s completely understandable to feel frustrated when expectations aren’t met, particularly regarding your property.
We take your concerns seriously and would like to resolve this situation for you. Please reach out to our support team once more, and we’ll do our best to assist you. Your feedback is essential for us to improve our service.
Warm regards,
Team Smart Cellular
“The phone clearly was not in stock and despite promises never turned up. Extremely difficult to contact customer services. Finally managed to cancel the order after about 3 weeks when I managed to get through by pretending I wanted to place an order and reordered elsewhere for next day delivery. Would not use again.”
Hi there, we’re really sorry to hear about the difficulties you faced with your order and our customer service. It’s frustrating when expectations aren’t met, and we sincerely apologize for any inconvenience caused during this process. Your feedback is incredibly valuable to us as we strive to improve our communication and service.
Please feel free to reach out to our support team again, and we’ll do our best to assist you moving forward. We appreciate your patience and understanding.
Warm regards,
Team Smart Cellular
“They told me 4 times that phone had been dispatched, but tracking number never even appeared on the Royal Mail site. No phone arrived. No refund. Terrible communications no one ever answers the phone. I suspect the guarantee is worthless as you can never get hold of them. Just starting chargeback with my credit card company. Would give zero stars but not an option.”
Hi C, we’re really sorry to hear about your experience with the phone dispatch and communication. It’s frustrating not to receive the product as expected, and we completely understand your concerns about the lack of tracking information and responsiveness from our team.
We value your feedback greatly, and we want to resolve this for you. Please reach out to our customer service team, and we’ll do our best to assist you. Your satisfaction is important to us, and we appreciate the opportunity to improve.
Warm regards,
Team Smart Cellular
