“The phone I received was not that I ordered and I got it late for 3 days. When contacting customer service about return and refund, they just not reaching back to me.”
“Terrible service. Avoid this company. No response from multiple customer service emails / telephone calls / live chat after 8 days so far. Their prices may be competitive but not worth the risk if anything goes wrong.”
“I agree with other dissatisfied customers. They don’t answer phone calls or emails. I returned a phone which was signed for at their end. I have documentary proof. I ordered a different iPhone. Still not received and my refund hasn’t been issued. Unless something drastic happens I am finished with Smart Cellular. Totally disgruntled customer. Nothing to recommend them.”
“Disgraceful service. I ordered a phone on March 26th and since then I’ve received FOUR bogus emails claiming the item has been dispatched—not a single one included a tracking number. Total lies. You’ve taken my money and given me nothing in return. To make things worse, your customer service is a joke—no one picks up, no one responds. I’m done being patient. I’ll be reporting this to Action Fraud and spreading the word. People deserve to know what kind of scam you’re running.”
Dear M,
We are truly sorry to hear about your experience, and we understand the frustration caused by the emails you received regarding your order. It's unacceptable that you haven’t been able to obtain a tracking number or receive an adequate response from our customer service team.
Please know that we take your concerns very seriously, and we are working hard to resolve these issues. We appreciate your feedback as it helps us improve our operational processes and customer support.
We encourage you to contact our customer service team again, as they are dedicated to addressing your situation. Your experience is very important to us, and we would like the opportunity to make things right.
Thank you for your understanding.
Best regards,
The Smart Cellular Team
“Given that they have failed to provide my refund 13 working days after discussing it and telling me it would take up to 10 working days, and given that they rarely answer emails and don’t answer their phones, I can only assume this is a con outfit that should be avoided at all costs. Either that or they’re incompetent at running a company. AVOID!”
Dear Customer,
We apologize for the frustration you've experienced regarding your refund process. We understand how distressing delays can be, especially when communication feels lacking.
Your concerns are important to us, and we’re committed to ensuring that our customers receive the service they deserve. We are currently reviewing our systems to improve our response time and overall customer support.
Please reach out to our customer service so we can personally assist you with your refund request and address any issues you’ve faced. Thank you for your patience and for giving us the chance to rectify this situation.
Best regards,
The Smart Cellular Team
“ABSOLUTELY SHOCKING COMPANY!! They refuse to talk over the phone and will only settle for emails back and forth until it comes down to payment then they’ll call you. This whole experience has been so long winded, the staff are incompetent and do not care about their customers at all. I sent up one of the newer phones IPhone 13 Pro, I even spent £140 to get the camera and lense fixed GENUINE. They offered me £125 all because it has a couple scratches on the screen. It’s classed as “poor” which is absolutely false! ‘Fast and instant cash’ what a joke, a week later and I’m still waiting for money from my phone. If you want to waste a week of your life chasing a company, go ahead. But otherwise run for the hills!!!”
“We bought a phone from here with the promise that it was a next day delivery it is plastered all over the website - we ordered last Friday form the next day delivery range. Monday would have been fine, even though it is an emergency - but it is now Thursday, and all we have despite numerous phone calls to the company, is a promise that they will email us when the phone arrives. In a letter we got today, it says that they "have a two day processing time - but this can vary" - that is a far cry from next day delivery. It would have been quicker to go to CEX - at least you can take the phone you buy the same day. This company have no intention of delivering your phone the next day.”
“No communication on your part once i returned the faulty item which must not have been checked once dispatched to me. you also say you respond to emails within 2 days when i have been waiting 4, so you are no better than the rest”
“I didn’t receive my product, I had to contact the bank for a refund. When I live chatted, they said that it’d already been shipped and couldn’t track it, the day after I live chatted again to ask where my product was, and they had ‘tracking’ information for it to say it would be delivered that day, I’m still waiting for the phone to be delivered, and I ordered on 3/9/2024, I had to recall the payment and pull up a dispute with the bank”
“Just use BackMarket.com instead.
I waited over a week for what turned out to be a faulty handset here, now I’ve waited over 6 weeks for a refund. Talking to customer service is like banging your head against the wall 🤣”
“I ordered an iPhone 13 Pro in gold… was advised it would take 3 working days to arrive but it took 7 working days (which is fine, these things happen)… the disappointing aspect is they sent the wrong phone! I’ve been sent a dark green iPhone and as Smart Cellular doesn’t advertise their telephone number, I’ve had to email but yet to get a response.
Very disappointing experience so far and I just hope they rectify it asap and I get the phone I paid for!”
“Delivery stated 2-3 days I ordered on 12th March.
I received an email informing it had been dispatched via Royal Mail on 14th March. .
On the 18th I was told it has not actually been dispatched
I desperately needed the phone within the 2-3 days advertised for my elderly mother who had no phone and needs emergency support. I would have paid extra for expedited shipping had I known.
Customer services was rude and unhelpful and really seemed not to care at all. If you need your phone quickly order elsewhere!”
“I bought an iPhone 11 which was faulty. I sent it back after a lot of hassle then you returned it to me claiming it's not faulty. Now I'm left with an £180 phone which doesn't work and can only get £80 for it in local shops because it's faulty. Your guarantee doesn't work and your customer service is terrible”
“I paid for my phone on 28th March 2024 while I was working in Africa, I added my billing address and delivery address (in UK) however your system picked up my location and atomically change the country to Senegal (with my UK address) I was a charged additional money for recorded delivery. I have copy of all of my emails and chat conformation. On your web site it states all delivery's have insurance, however I was informed in late July you had made a claim with Royal mail in May. Now close to 1 year, still no phone or refund. The worst customer service I have ever experienced.”
