“I placed the order with Smart Cellular with an expected delivery date of a couple of days, over a week later the phone had not arrived so I contacted the sales team to enquire about the delivery and was advised that they had now changed the delivery to 5 to 7 days. As I had a phone that I could use and was assured that the phone would arrive shortly that was OK by me.
A couple of days later the phone had still not arrived so contacted the sales team again and was advised that it would arrive by the Friday that week at the latest so I waited again and no delivery. The following day I sent a message to Smart Cellular requesting them to cancel the order and refund my PayPal payment and ordered a phone from another supplier. I then contacted the sales team again on the Monday to confirm that they had cancelled the order and was asked to send yet another email which I did.
Having sent the cancellation email as requested I contacted them again to confirm the cancellation which they said they would do and then 2 days later the phone was delivered so I now have 2 phones.
I have not bothered to return the phone and have sold it privately as not doubt they will mess the return up too.
Overall not a good experience and I would suggest that if you are thinking of ordering anything from them to think again and go elsewhere, their competitor was cheaper and delivered one time.”
Dear [Reviewer],Thank you so much for taking the time to share your feedback regarding your recent experience with Smart Cellular. We truly appreciate your honesty and for bringing these issues to our attention.
First and foremost, we would like to sincerely apologize for the inconvenience caused by the delay in the delivery of your phone. We understand how frustrating it must have been to receive contradictory information regarding the expected delivery date. We deeply regret that we fell short of meeting your expectations.
We are genuinely sorry for the confusion caused and understand your decision to cancel the order and purchase from another supplier. We apologize for any inconvenience caused by having two phones delivered as a result of our miscommunication.
We take your feedback seriously and will be sure to address these issues internally to prevent similar incidents from occurring in the future. Our team will review our processes and enhance our communication to ensure that we provide accurate and reliable information to our valued customers.
If there is anything else we can do to rectify the situation or if you have any suggestions on how we can improve our service, please do not hesitate to let us know. Your feedback is invaluable in helping us make the necessary improvements to provide a better customer experience.
Once again, we sincerely apologize for any frustration caused and appreciate your understanding. We hope that you will give us another chance to serve you better in the future.
Thank you for choosing Smart Cellular.
“Ordered a red iPhone 13 in pristine condition. Next day delivery did not happen.
The Company rang me and said they no longer had the pristine red iPhone but theyhad a green iPhone 13 instead and if I accepted they’d also include a box. I asked what the battery health was and they told me it was 95%.
It took a few more days for it to arrive. It was ‘dropped’ through my letterbox onto a hard wooden floor, despite me being at home.
No box was included and it had only 91% battery health and judging by the scratches on the screen I considered it to be in excellent condition rather than pristine.
I sent several emails reporting I wasn’t happy and wanted the difference between an excellent and a pristine iPhone refunded. They asked me to return it asap but they’d previously been made aware that I was leaving the country the following day and would be away for 3 months and couldn’t risk the delay in receiving a replacement mobile in time for my trip.(Considering I’d waited several days for my original iPhone to arrive)
Their after sales service is very poor. They say they have a particular iPhone but then inform you it’s no longer available and send you a replacement that is more inferior than the one you wanted. Then they ignore your emails.”
Dear Pamela,Thank you so much for taking the time to share your feedback about your recent experience with Smart Cellular. We sincerely appreciate your honest review and the opportunity to address the issues you encountered.
Firstly, please accept our sincere apologies for the inconvenience caused by the delayed delivery and the mix-up with the iPhone variant. We are truly sorry for not being able to provide you with the pristine red iPhone 13 as ordered. We understand how frustrating it must have been to receive a green iPhone instead, along with an incorrect battery health percentage.
Moreover, we deeply regret the unprofessional manner in which the delivery was handled. Dropping the package through your letterbox onto a hard wooden floor without your presence was absolutely unacceptable and we apologize for this negligent behavior.
We also apologize for the absence of the promised box and the discrepancy between our description of the phone's condition and its actual state upon arrival. This is not the level of service we strive to deliver.
Regarding your request for a refund, we completely understand your disappointment and frustration. We acknowledge our mistake in not being able to meet your expectations, and we are truly sorry for the inconvenience caused.
In light of this situation, we kindly request an opportunity to rectify the issue and make it right for you. We are committed to improving our after-sales service and would like to discuss with you the best way to resolve this matter. If you have any suggestions or specific requests, please let us know, as your satisfaction is our top priority.
Once again, we would like to express our gratitude for bringing these concerns to our attention. We value your feedback tremendously and assure you that we will take the necessary steps to address the issues raised.
Thank you for your understanding, and we look forward to hearing from you.
Best regards,
The Smart Cellular Team
“I ordered a mobile phone and it is faulty. The speaker doesn’t work so I cannot hear people when they call me, which is pretty fundamental when buying a phone. There was an inordinate delay in sending the phone, longer than the two to three days promised, so I was promised some earbuds as compensation for the three week delay. They haven’t arrived either, which is ironic as without them I cannot hear when anyone calls me. I have emailed and had no reply. I recommend that customers avoid this company otherwise you run the risk of faulty goods, a hole in your pocket and a tumbleweed for a reply!”
Dear reviewer,Thank you so much for taking the time to provide us with your valuable feedback on your experience with Smart Cellular. We truly appreciate your input and apologize for the inconvenience you have faced.
We are sincerely sorry to hear about the faulty mobile phone and the speaker issue that hindered your ability to receive calls. This kind of problem is indeed fundamental and should not have occurred. We deeply regret the inconvenience caused and assure you that we will take immediate action to rectify it.
Moreover, we understand your frustration with the delay in sending the phone and the unfulfilled promise of the earbuds as compensation. We apologize for not meeting our estimated delivery timeframe and failing to provide you with the promised compensation. This situation is certainly not up to our usual standards, and we apologize for the inconvenience caused.
Regarding your unanswered emails, we apologize for the lack of response and assure you that this is not reflective of our usual customer service. We are currently investigating the issue and working towards improving our communication channels to ensure that all inquiries are promptly addressed in the future.
We truly value your feedback and would like to make things right for you. We kindly request you to provide us with additional information on how we can improve our services and address the issues you faced. Your input will greatly assist us in enhancing our customer experience and preventing similar incidents from occurring in the future.
Once again, we sincerely apologize for the inconvenience caused and thank you for bringing these issues to our attention. Your feedback is crucial in our commitment to continual improvement.
Best regards,
Customer Support Team
Smart Cellular
“I have just read all (yes all) the reviews as I anticipated purchasing a pristine refurbished iPhone 12pro but after plenty of reviews both for smart cellular and the postage system I am happy to do business as usual with CEX and pay the premium 😊”
Dear After,Thank you so much for taking the time to share your feedback about Smart Cellular. We genuinely appreciate customers like you who are willing to provide their experience and help us improve.
We sincerely apologize for any inconvenience or concerns you may have encountered during your research. We understand that the reviews, especially regarding the postage system, influenced your decision to stick with CEX. We value your loyalty and trust in our premium service.
We would love to hear more from you and how we can make things better. Your insights are incredibly valuable to us, and we are always looking for ways to enhance our customers' satisfaction. If you have any specific suggestions or concerns, please don't hesitate to share them with us.
Once again, we truly appreciate your feedback, After. Thank you for considering Smart Cellular, and we hope to have the opportunity to serve you better in the future.
“I paid extra for an “excellent “ grade phone which they said would arrive next day. Over a week later my phone arrived, covered with small scratches. After weeks of arguing about the condition we got nowhere so I posted a negative review online. Then Rachael from customer service said if I took it down they would refund a small amount. I agreed but size week later no refund and six emails from me ignored. AVOID.”
Dear ,Thank you for taking the time to share your feedback about your experience with Smart Cellular. We sincerely appreciate your honest review and apologize for the inconvenience you have faced.
We understand that you paid extra for an "excellent" grade phone, which was promised to arrive the next day. However, we deeply regret the delay in the delivery and the unsatisfactory condition of the phone with small scratches. This is certainly not the level of service we strive to provide.
We also apologize for the lack of resolution in your discussions with our team regarding the phone's condition. It is disheartening to hear that your negative review was met with an offer of a small refund from Rachael in customer service, which was not followed through. We understand your frustration with the lack of response to your emails as well.
We genuinely want to make things right and restore your faith in our company. We kindly request your assistance in helping us improve by sharing how we can rectify this situation and meet your expectations. Your feedback is invaluable to us as we aim to continuously enhance our services.
Once again, we thank you for bringing these issues to our attention. We hope to have the opportunity to address them promptly and regain your trust.
Best regards,
Smart Cellular Team
“Took my order but didn’t have the phone available (not in stock as claimed) offered an alternative colour but didn’t want that so asked for a refund. I have no refund and no phone 11 days later ! Keep getting promises saying refund will be “by the end of the day” but it never arrives. They don’t answer the phone and don’t respond to my recent emails . When you do get through there’s a rude woman that says says “you must email your refund request to “sales” and not “payments” even if you do that they give false promises and then stop responding
They have £500 of mine and I want it back
AVOID AT ALL COSTS . I’m off to repeat this review on all of the other review sites until they do the right thing”
Dear Peter,Thank you for taking the time to provide your feedback on your experience with Smart Cellular. We sincerely appreciate your honesty and apologize for the inconvenience you have faced.
We deeply regret that we did not have the phone you ordered in stock, despite our claim. We understand how frustrating this can be. We also apologize for any misunderstanding regarding the refund process, which has caused further delay and inconvenience for you.
We are truly sorry for the lack of communication and unresponsiveness you have encountered. It is in no way reflective of the level of service we strive to provide. We understand your frustration in not receiving the promised refund and the difficulties you have faced while trying to contact us.
Rest assured, we are committed to resolving this issue promptly. We will investigate the matter internally to ensure that such situations do not occur in the future. Your refund will be processed as a matter of urgency, and we will make sure that it reaches you without further delay.
Once again, we sincerely apologize for any inconvenience caused and appreciate your patience. We will take your feedback into serious consideration to improve our processes and ensure that this does not happen again. If you have any additional suggestions on how we can make things right, please let us know.
Thank you for bringing this matter to our attention, and we hope to restore your trust in our services.
“I purchased an iPhone 14 Pro Max from this company in mid-March and they did not ship this out within an appropriate timeframe. After ten days I emailed they asking how they were with the delivery of the phone and they emailed back stating that “they are experiencing a slight delay with orders” and that my “estimated delivery time frame is latest mid next week”. I asked them for a refund and they stated that it would take up to ten working days for the refund to take place. It has now been over fifteen working days and I have not received a refund. Even having asked them about the failure of a refund they have ignored my email. It has now been exactly a month since my original payment and still no sign of refund of over £600.
It is clear that they email back quickly when it comes to things which benefit them but they are unresponsive when they are asked difficult questions regarding dates and lack of refunds. They don’t pick up their phones and it is clear that they are thieves who want to pocket your money with no guarantee of delivering the phone you paid for or the refund for the said purchase.
Avoid this company and go to another provider for any purchases.”
Dear Piyush,Thank you so much for taking the time to share your experience with us. We truly appreciate your feedback and are sorry to hear about the issues you encountered with your order.
We sincerely apologize for the delay in shipping your iPhone 14 Pro Max and the subsequent delay in the refund process. We understand how frustrating this must be for you, and we deeply regret any inconvenience caused.
We assure you that this is not the level of service we strive to provide our valued customers. We are actively working to address these issues and improve our response time to ensure a smoother and more reliable experience for all our customers.
To better understand your situation and make things right, could you please provide us with your order details? Our team would like to investigate the matter further and resolve it to your satisfaction. You can either reply here or reach out to our customer service team with your specific information.
Once again, we apologize for any inconvenience caused and appreciate your patience. We value your trust and hope for an opportunity to regain your confidence in our services.
Best regards,
Smart Cellular Customer Support
Dear Reviewer,Thank you sincerely for taking the time to provide your feedback on Smart Cellular. We truly appreciate your valuable input and apologize for the unpleasant experience you had.
We understand that our failure to deliver as expected has caused frustration, and we genuinely want to improve upon our services. In order to address and rectify the issues you encountered, we kindly ask for your assistance. Could you please provide us with further details about the specific problems you faced so that we can investigate them thoroughly?
At Smart Cellular, we are committed to ensuring customer satisfaction, and your feedback is essential in helping us achieve this goal. We apologize once again for any inconvenience caused and assure you that we are determined to make the necessary improvements.
Thank you for your understanding, and we look forward to hearing from you soon.
“Sent my IPad in excellent condition, said on website they pay £185, on receipt they offered me £55 which I refused, with no explanation. I have had to send them the postage amount to return but 3 weeks later I have heard nothing and they are not answering my emails or phone calls. My Brother is a Solicitor so i have taken some advise. If I don’t receive it back within the next week I will report this company. Honest people should not be ripped off!”
We are truly sorry to hear about your dissatisfaction with the revised offer for your iPad. 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.
Your trust is important to us, and we strive to maintain the highest standards of customer service.
Dear Janet,Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We genuinely appreciate your valuable input.
We sincerely apologize for the inconvenience and frustration caused by the issues you mentioned. It is disappointing to hear that your phone never arrived and that our customer service did not get back to you to resolve the problem. We understand that this is completely unacceptable, and we are truly sorry for the inconvenience this has caused you.
We strive to provide exceptional service to all our customers, and incidents like these fall far below our usual standards. We are determined to rectify the situation and regain your trust.
Could you please provide us with some further details so that we can investigate and address this matter promptly? We would like to know how we can make things better for you and ensure a more positive experience in the future.
Once again, we apologize for the inconvenience caused and thank you for bringing this to our attention. Your feedback is invaluable, and we are committed to improving our services based on the input of our valued customers.
Kind regards,
Smart Cellular Customer Support
“Absolutely awful company. Do not trade your phone in, they will offer you considerably less than their initial offer with no explanation and you will be left out of pocket because you've paid to send the phone to them, and to have it returned. Then when you write a factual, honest review about just how terrible they are, they will offer you a cash incentive to remove the review and replace it with a positive one. Avoid at all costs. And don't believe the positive reviews because they're mostly fake.”
Thank you for taking the time to provide feedback about your experience with Smart Cellular. We truly appreciate your honesty and the opportunity to address the issues you encountered.
We sincerely apologize for the inconvenience caused by the difference in the trade-in offer without explanation. This is certainly not the level of service we strive to provide. Additionally, we understand the frustration of being out of pocket due to shipping fees. We apologize for any confusion or inconvenience this may have caused you.
Regarding your mention of our offer to remove your negative review, we understand your concerns. It is important for us to clarify that our intention is to improve customer satisfaction, and we always value genuine feedback. We apologize if this offer came across as insincere or a means to manipulate reviews.
To rectify the situation and ensure we learn from this experience, we would appreciate it if you could provide more specific details about your case. Your feedback is incredibly valuable to us, and we would like to take appropriate steps to resolve any outstanding issues.
Once again, we thank you for bringing these matters to our attention. We assure you that we will use your feedback to enhance our services and make improvements where necessary. If there is anything else we can do to assist you, please do not hesitate to let us know.
Customer Service Team at Smart Cellular
Dear iPhone,Thank you for taking the time to share your feedback with us regarding your experience with Smart Cellular. We truly appreciate your input and would like to sincerely apologize for the inconvenience you have faced.
We understand that receiving the wrong iPhone color (silver instead of gold) has been frustrating for you. We apologize for any confusion caused during the ordering process, and we are genuinely sorry for any delay in resolving the issue. Your patience is very much appreciated, and we are working diligently to rectify the situation as quickly as possible.
We apologize if there has been a delay in responding to your emails. Rest assured that we are actively reviewing and addressing all customer inquiries. Your case is of utmost importance to us, and we are doing our best to prioritize and resolve it promptly.
At Smart Cellular, we strive to provide our customers with an exceptional experience, and it is disheartening to know when we fall short of that goal. We genuinely value your feedback and would like to ask for your assistance in making things better. If you could kindly provide us with any additional information or specific details about your order, it would greatly help us in expediting the resolution process.
Once again, please accept our sincere apologies for any inconvenience caused. We are committed to
Dear Abisola,Thank you so much for taking the time to provide your valuable feedback on your experience with Smart Cellular. We truly appreciate customers like you who share their experiences, helping us identify areas that need improvement.
We sincerely apologize for the inconvenience you have faced regarding your recent purchase of an iPhone 12 and a wired earpiece. It is disheartening to hear that you have yet to receive your order since the 27th of March 2024 and that your emails have been ignored. We understand how frustrating this must be for you.
At Smart Cellular, customer satisfaction is our top priority, and we strive to ensure a seamless shopping experience for our customers. Clearly, this has not been the case in your situation, and for that, we are truly sorry.
We would like to resolve this matter promptly and make things better for you. Could you please provide us with further details or any alternative contact information we can use to address your concerns? Our team is eager to assist you and find a suitable resolution to this issue.
Once again, we sincerely apologize for the inconvenience caused and appreciate your patience. We value your relationship with Smart Cellular and are committed to providing you with the customer service you deserve.
Please let us know how we can
“Do not use this company, it might be tempting due to their pricing, but their communication, website security & account reconciliation is appalling. In October, I made an online purchase with PayPal, the transaction was unsuccessful so I tried again with my credit card. No order number generated, 10 days later, both transactions of £425 had been taken from my accounts. There is no sign of receiving a phone. Frankie in customer services is useless, constantly stating there is no order, I’m nearly £900 down with no phone. Cut a long story short, eventually I get a phone, admittedly not the colour I ordered, I make a dispute on my credit card. In January smart cherry chase me for payment, despite me showing the PayPal receipts of payment. Now in April they want to take to the small claims court, because they are unable to reconcile their accounts to find my payment via PayPal for the phone. I have no idea how this company trades, it’s disgusting.”
Dear Emma,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 honesty and willingness to share your concerns.
Firstly, we would like to apologize for the issues you encountered throughout your purchase process. It is disheartening to hear about the difficulties you faced with our communication, website security, and account reconciliation. We understand how inconvenient and frustrating this must have been for you.
We sincerely apologize for any inconvenience caused by the double charge on your accounts and the delayed delivery. It is unacceptable that you were left without a phone and that our customer service representative, Frankie, failed to provide the assistance you needed.
In regards to the dispute you raised with your credit card, we acknowledge that receiving a phone in a different color than the one you ordered is not the satisfactory outcome we strive for. We apologize for any inconvenience caused by this issue as well.
We understand your frustration with our inability to reconcile our accounts to find your PayPal payment for the phone. We assure you that we are working diligently to resolve this matter and avoid any further complications. We deeply regret that our actions have led you to feel disgusted by our company.
We genuinely appreciate your feedback, as it allows us to identify areas where we need to improve. We would like to make this right for you, Emma. If you have any suggestions for how we can rectify the situation and provide you with a satisfactory resolution, please let us know. Your satisfaction is of utmost importance to us, and we are committed to restoring your trust in our company.
Thank you once again for bringing these issues to our attention. We genuinely apologize for the inconvenience caused, and we look forward to finding a solution that meets your expectations.
Best regards,
Customer Service Department
“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.
“Bad customer service , i was being sent all round to different departments saying to email the department that I already contacted and emailing several times for several days , the contact number never went through as “no advisors available” what a joke! Never got my payment on time , still haven’t received it , bad communication.”
Dear Thank you so much for taking the time to provide us with your feedback on your experience with Smart Cellular. We truly appreciate your valuable input and apologize for the inconveniences you encountered.
We are sincerely sorry for the challenges you faced with our customer service. It is certainly not the level of service we strive to provide. We understand how frustrating it can be to be referred to different departments and not receive the assistance needed. Additionally, we apologize for the inconvenience caused by the unavailability of our contact number, the delay in your payment, and the lack of proper communication. This is definitely not the experience we want for our customers.
To improve our services, we would greatly appreciate it if you could offer us some suggestions on how we can make things better. Your insights will assist us in enhancing our customer support and refining our communication processes. We are committed to addressing these issues promptly to ensure a smoother experience for all our customers.
Once again, thank you for bringing these concerns to our attention. We truly value your feedback and are determined to make the necessary improvements. We hope to have the opportunity to serve you better in the future.
Smart Cellular Team
“I purchased an IPhone 11, pristine condition, unlocked. The phone arrived locked!!
I contacted Customer Services who promise to respond in 2 days. Nothing. No response to my complaint. It has now been 8 working days and no reply. Terrible Customer Service!!!!!!!”
Dear [Reviewer],Thank you so much for taking the time to provide feedback on your recent experience with Smart Cellular. Your input is greatly appreciated, and we sincerely apologize for the inconvenience you encountered with your purchase of an iPhone 11.
We are truly sorry to hear that the phone arrived locked, and that our Customer Services team has not provided a timely response to your complaint. This level of service is unacceptable, and we understand how frustrating it must be for you.
We would like to make things right for you and improve your overall satisfaction. Could you please let us know how we can rectify this situation and ensure a better experience moving forward? Your feedback is invaluable to us in identifying areas for improvement and providing a resolution that meets your expectations.
Once again, we apologize for any inconvenience caused, and we genuinely appreciate your patience and understanding. We look forward to hearing from you and making this right.
Best regards,
Smart Cellular Team
“I purchased an iPhone 12 as a Christmas gift. The phone arrived with a LCD screen when it should have had an OLED display. I contacted them and advised that I'd like to return the phone for a refund and they told me to go ahead. They received the phone back on 5th Jan and I have still not received my refund. They have promised to refund on a number of occasions and no refund arrives. They are a fraudulent company, avoid at all costs.”
Dear Gerard,Thank you for taking the time to provide us with your valuable feedback regarding your recent experience with Smart Cellular. We truly appreciate customers like you who share their concerns and help us improve our services.
We sincerely apologize for the inconvenience you have faced with your purchase of the iPhone 12 as a Christmas gift. It is regrettable to hear that the phone arrived with an LCD screen instead of the expected OLED display. We understand how frustrating this situation must have been for you.
We apologize for the delay in processing your refund after you returned the phone to us on the 5th of January. It is certainly not the level of service we aim to provide to our valued customers. We genuinely apologize for any inconvenience caused by the numerous promises of a refund that were not fulfilled.
Your feedback is important to us, and we would like to rectify the situation as soon as possible. Could you please provide us with your order details? We would appreciate the opportunity to investigate this matter further and ensure that your refund is issued promptly.
Once again, we apologize for the inconvenience caused, and we are committed to making things right for you. Your satisfaction is of utmost importance to us. Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.
Best regards,
Customer Support Team
Smart Cellular
“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.
