Dear Bob,Thank you so much for giving Smart Cellular a 5-star rating! We truly appreciate your feedback and are thrilled to hear that you are happy with your purchase. We apologize for the slight delay in your order dispatch, but we're glad to know that the phone arrived as described and that you are satisfied with it so far.
Your support means a lot to us. Should you have any further inquiries or need assistance in the future, please don't hesitate to reach out. We look forward to serving you again!
Best regards,
Jeff S
Thank you for your 4 star rating of Smart Cellular! We are glad to hear that you were able to purchase two phones in good condition and received them in time for Christmas. We appreciate your feedback and look forward to servicing you in the future.
“Bought a phone on the 5th Dec, Not communicating with me, sent dozens of emails and phone number is out of Service, Bot says will email me within 24hrs and Steve on online chat must be asleep, My Xmas is ruined, no present for my partner, no phone, no money back, Beware!!!”
Dear Graham,Thank you for taking the time to provide feedback regarding your experience with Smart Cellular. We sincerely appreciate customers like you who bring any issues to our attention, as it helps us improve our services.
We apologize for the inconvenience you have faced with communication and the unavailability of our phone number. Our team is currently working on resolving these issues to ensure that they do not occur in the future. We understand that this has impacted your experience and we sincerely apologize for any distress caused.
In order to rectify the situation, we would like to know how we can make things better for you. Please let us know the best way to contact you so that we can discuss this further and find a suitable solution to ensure your satisfaction. Your feedback is invaluable to us and we are committed to resolving this matter promptly.
Once again, we appreciate your feedback and we apologize for any inconvenience caused. Your satisfaction is important to us and we are here to assist you in any way we can.
Thank you for your patience.
Sincerely,
Customer Support Team
“First time I have used Smart Cellular, and I must say it was first class service from start to finish , the phone arrived within 2 days of order being placed and it was in pristine condition as promised , can’t recommend them highly enough keep up the good work.”
Thanks, John, for your review and for the 5-star rating! We're glad to hear that your first experience with Smart Cellular was a positive one. We strive to ensure all orders are dispatched swiftly and in perfect condition, and it's great to hear that was your experience. Thanks for taking the time to share your review, we really appreciate it.
Thank you for your 5-star rating of Smart Cellular! We are very pleased that you are happy with the product and appreciate your feedback about how well kept in the loop we kept you. We are thankful for your recommendation, and hope to partner with you again in the future!
“Very happy with both purchases of iPhone 11. Perfect condition, battery health, etc. I was let down by another company, we will use Smart Cellular in future.”
Thank you so much for your 5-star rating of Smart Cellular! We are so pleased to hear that you were very happy with both purchases of the iPhone 11 in perfect condition and with good battery health. We are sorry that you were let down by another company and we are so grateful that you will be using Smart Cellular in the future.
“Hi, bought a phone from this company on-line. At the time I negotiated a price with them for a Pristine graded phone which was originally priced at £289.99. They finally offered to sell at £282.00 which I was happy to pay. After making payment an Invoice was generated and stated the condition of the phone as Excellent. I tried calling them several times but no one answers the phone, a generic voice message gives out to email customer service. I emailed them as advised and 2 days later I get a response saying that I purchased an Excellent graded phone. I emailed them again to explain that there must be some kind of error as I purchased a Pristine graded phone. In the meantime the phone arrives and on unpacking it, it has tiny visible marks around the bezel,otherwise ok. I emailed them further to say I would be happy to keep the phone if they reimbursed me the difference from the Pristine to Excellent value of £274.99. After a few days I received an email stating that my Invoice confirmed that I purchased an Excellent phone and no refund would be available and the price of the phone negotiated was £374.99! Unfortunately, any negotiating record is not available as proof. I had a budget of £300 before buying so what I was told is incorrect as I would have never have negotiated for a phone being priced at £374.99. It appears that they send you a phone graded lower than you've negotiated for and then fob you off by stating that the price at the time of purchase was a lot higher. Be careful buyers! my experience was not a good one and I wouldn't wish it on anyone else. I hate to think if something went wrong with the phone within it's guarantee period how it would get sorted. No proof of warranty is sent with your order either!”
Thank you so much for taking the time to provide your feedback on your recent experience with Smart Cellular. We truly appreciate customers like you who share their thoughts and help us improve our services.
We are sincerely sorry for the confusion and inconvenience you encountered throughout the process of purchasing your phone. We understand that the condition and pricing of the phone were not as you expected, and we apologize for any frustration this may have caused.
We apologize for the lack of responsiveness when you tried to contact us. Our team is working diligently to improve our communication channels and ensure that all customer inquiries are promptly addressed.
Regarding the discrepancy in the graded condition and price of the phone, we understand your concern. We apologize for any misunderstanding that may have arisen. As a valued customer, your satisfaction is of utmost importance to us.
We would like to make it right for you. Please kindly provide us with your order details, and we will thoroughly investigate the matter to find a suitable resolution. Our customer service team will personally reach out to you to discuss the options available and how we can make things better.
Once again, we apologize for the inconvenience caused and appreciate your patience and understanding. We look forward to resolving this matter to your satisfaction.
Best regards,
Jeff S
Customer Service Team
Smart Cellular
“Ordered a phone on 24th November. Website detailed it would be delivered in 48 hours today is 21st December and received the phone today. Contact and emailed them 20 times and they chose which email should be replied to and which shouldn’t. The phone number provide automatically calls for 6 bells and sends you to voicemail. Anyway item received today and the screen is busted on the phone. I am not surprised one bit last week I contacted them to cancel my whole order and was expecting another item which is the only reason I accepted delivery today. Someone needs to contact me. I recorded everything when receiving the package to opening it and the phone being busted”
Dear Waqar,Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We appreciate customers like you who let us know about their experiences, as it helps us improve our services.
Firstly, we would like to sincerely apologize for the inconvenience you've faced regarding the delay in delivering your phone. We understand how frustrating it can be when a promised delivery time is not met. We are constantly working on improving our delivery processes to ensure such delays are minimized.
We also apologize for the lack of communication and difficulty in reaching us. It is unacceptable that your emails were selectively responded to, and we apologize for any confusion or frustration this may have caused. We will ensure better communication channels in the future to avoid such issues.
Furthermore, we are truly sorry to hear that the phone you received today had a busted screen. It must have been disappointing and unexpected. We assure you that we take quality control very seriously, and we will investigate this matter thoroughly to prevent such incidents from occurring again.
We appreciate your understanding and patience throughout this ordeal, especially considering your previous request to cancel the order. We would like to make it right for you. Please let us know the best way to contact you, as we would like to discuss the situation further and find a suitable resolution. Your satisfaction is our priority.
Once again, we are grateful for your feedback and apologize for any inconveniences caused. We genuinely value your business and hope to have the opportunity to serve you better in the future.
Best regards,
Jeff S
Customer Service Team
Smart Cellular
“Still waiting for my order to arrive, placed weeks ago! Don't believe the 2-3 working days statement, it is a lie. Caused a missed Birthday gift for my son. Automated email response says "All emails will be answered within 2 working days." This is day 4 and still no reply.”
Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We truly appreciate your honest review and apologize for any inconvenience caused.
We are deeply sorry for the delay in delivering your order, which resulted in the missed birthday gift for your son. We understand how frustrating this must have been for you, especially after relying on our stated delivery timeframe of 2-3 working days.
Regarding the lack of response to your emails, we sincerely apologize for the delayed communication. This is not the level of service we strive to provide, and we acknowledge that we fell short in this instance.
We value your opinion and would like to make things right. What steps can we take to improve your experience? We would genuinely appreciate any suggestions or specific areas you believe we can focus on to enhance our service and ensure such issues are not repeated in the future.
Once again, we thank you for bringing these concerns to our attention. Your feedback is crucial in helping us serve our customers better. Please be assured that we take your comments seriously and are committed to resolving these issues.
“I returned an iphone 8 about a week after receiving it and ordered an iphone 10 to replace it. I have received the iphone 10 but I an still waiting over 4 weeks later for the refund on the iphone 8. I have sent emails which have not been answered and left messages on their phone but no return call.”
Dear valued customer,Thank you so much for taking the time to share your feedback on your recent experience with Smart Cellular. We truly appreciate your input and the opportunity to address any issues that have occurred.
Firstly, we would like to sincerely apologize for any inconvenience you have encountered regarding the delay in receiving your refund for the iPhone 8 that you returned. We understand the frustration this has caused, especially with the lack of response to your emails and phone messages. This is certainly not the level of service that we strive to provide.
We take your concerns seriously and want to ensure that we rectify this situation promptly. In order to further assist you, could you please provide us with your order details and any additional information? This will allow us to investigate the matter thoroughly and take corrective actions to avoid such occurrences in the future.
Once again, we apologize for any inconvenience caused, and we truly value your business. It is feedback like yours that helps us identify areas for improvement and enhance the overall customer experience. We sincerely appreciate your patience and understanding throughout this process.
If there is anything else we can do to assist you or if you have any further suggestions for us, please do not hesitate to let us know. We are committed to making things better
Thank you so much for your kind words, Hjw! We really appreciate the five star rating and are thrilled to hear you had such a great experience with Smart Cellular. It's always a pleasure to provide great value and hassle free service, and we are very thankful for your feedback!
Thank you for your 5 star rating of Smart Cellular! We really appreciate it. We strive to provide perfect condition cellphones to all of our customers.
Posted 1 year ago
Thank you so much for your 5 star rating of Smart Cellular! We're delighted to hear that our service was in perfect condition for you. We really appreciate your feedback!
Thank you, Rachel, for your wonderful 5-star review! We were delighted to hear that the phone arrived quickly and was exactly as specified. We are so pleased that you are happy with it!
“Amazing customer service delivery took a little longer as it was Christmas but I also kept up to date and every email was answered promptly...the phone came securely packaged and it looked brand new not a mark on it perfect condition..definitely recommend to a friend...”
Thank you so much for your 5 star rating of Smart Cellular! We are so pleased to hear that our amazing customer service delivery took a little longer due to Christmas, but that you were kept up to date and every email was answered promptly. We are so glad to hear that the phone came securely packaged and in perfect condition. We are so thankful for your recommendation, and hope to hear from you again soon!
Thank you so much for the 5 star rating, Alan! We really appreciate it. We're so glad to hear that your new phone arrived before expected and was in excellent condition as described. Thanks again for the wonderful review!
“I ordered an "Excellent" Condition Samsung S21, the phone arrived a few days after I placed the order, good so far.
I opened the packaging and was disappointed that the screen and casing were scratched, more than I would expect for an "Excellent" condition the phone is "Good" condition as best. It is disappointing.”
Dear Michelle,Thank you so much for taking the time to share your feedback on your recent experience with Smart Cellular. We truly appreciate your valuable input and are sorry to hear about the issues you encountered with your order.
We sincerely apologize for the disappointment you faced when you received the Samsung S21 in a condition that did not meet your expectations. We understand that an "Excellent" condition phone should not have scratches on the screen and casing, and we are truly sorry for this oversight. Rest assured, we take this matter very seriously and will be reviewing our quality control processes to prevent such occurrences in the future.
We genuinely value your patronage, and we want to ensure your utmost satisfaction. In order to rectify the situation and make things better for you, we would like to ask for your assistance. Could you please provide us with more details about your order? This will help us better understand what transpired and take appropriate measures to address the issue effectively.
Once again, we apologize for any inconvenience caused, and we truly appreciate your feedback. Please know that customer satisfaction is our utmost priority, and we will do everything we can to make it right. We look forward to hearing from you and finding a way to resolve this matter to your satisfaction.
Warm
“I ordered an iPhone from smart cellular 2 weeks before my son's birthday, it never showed up. They sent me a tracking code, but royal mail said they had not received the parcel.
Impossible to deal with this company, they never reply to email, the online chat or phone sometimes gets through but they just tell you to wait and the order will be with you.
In the end I had to raise a dispute with the bank who have reversed the payment.
They are offering free earpods for positive reviews! I'd rather people just avoid these cowboys.”
Thank you for taking the time to share your experience with us regarding your order from Smart Cellular. We sincerely appreciate your valuable feedback and apologize for the inconvenience caused.
We understand how frustrating it can be when an expected delivery does not arrive on time, especially for an important event like your son's birthday. We sincerely apologize for any disappointment or inconvenience this may have caused you.
We apologize for the difficulties you encountered in reaching out to us. We strive to provide excellent customer service, and it is disheartening to hear that we fell short in addressing your concerns promptly. Rest assured, we value your feedback and will review our communication channels to ensure that we are more accessible and responsive in the future.
We are sorry to hear that you had to raise a dispute with your bank to resolve the situation. This is certainly not the experience we aim to provide to our customers, and we deeply regret the inconvenience you faced.
Regarding the offer of free earpods for positive reviews, we apologize if this has given the wrong impression. Our intention is to encourage customers to share their genuine experiences, whether positive or negative, to help us improve our services.
We would greatly appreciate it if you could provide us with more details about your order and how we can rectify the situation. Our aim is to make things right for you and ensure that you receive the exceptional service you deserve.
Once again, thank you for bringing these issues to our attention. Your feedback is crucial in helping us identify areas where we can improve and deliver a better experience to our valued customers. We sincerely apologize for any inconvenience caused, and we hope to have the opportunity to restore your faith in our company.
If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you.
Best regards,
Customer Support Team
Smart Cellular
“I hope you’ve got time to read all this, I ordered two iPhone 13s and Prestine condition colour green with two apple boxes, two leads and two charger plugs after seven days. Still no delivery, took an extra three days of phone calls and emails before somebody answered the phone, they directed me to the warehouse who told me that they didn’t have that colour phone in stock I asked why didn’t they email me and let me know he apologise, I said it’s okay as long as both phones are the same colour but my grandchildren, save any arguments , when they arrived, the phones were in interesting condition, the colour of the phones on the box did not match the phones inside they sent both leads but only one charger plug. The charger plug was a C class the lead with the old USB type, so they didn’t match , it took a further eight days of phone calls, emails and text before somebody emailed me back and said they’d send the charger, after three days the new charger arrived totally different from the one I already had. It was the old type Apple charger with the normal USB connection More emails and calls in the end I give up I got on Amazon order to see class, charger plug and two type leads to match. The after sales is abysmal God help me when I plug these phones in and if they don’t wear or something wrong with them trying to get it to get them fixed or replaced. Just be aware people.”
Dear ALAN,Thank you so much for taking the time to provide us with your detailed feedback about your experience with Smart Cellular. We sincerely appreciate your effort in sharing your concerns with us.
Firstly, we would like to apologize for the inconvenience you faced during the entire process. We understand how frustrating it can be to encounter delays, especially when expecting a timely delivery. We apologize for any inconvenience caused by the extended wait time and the lack of communication regarding the availability of your desired color.
We also want to express our apologies for the discrepancy in the condition and color of the phones upon delivery. Such inconsistencies should not have occurred, and we understand how disappointed you and your grandchildren must have been. We apologize for any confusion or inconvenience this may have caused.
Furthermore, we deeply regret the inconvenience caused by the mismatched charger plug and the delays in resolving the issue. We understand the frustration that arose from receiving a different charger than expected, and we apologize for the confusion caused.
We genuinely value your feedback and want to assure you that we take your concerns seriously. We are continuously working on improving our after-sales support to prevent similar issues from happening in the future.
ALAN, we would like to make things right for you. If you have any specific suggestions on how we can improve our services or if there is anything else we can do to rectify the situation, please do not hesitate to let us know. Your satisfaction is of utmost importance to us, and we want to ensure that you have a positive experience moving forward.
Thank you again for bringing these issues to our attention. We appreciate your understanding and patience throughout this process. Should you have any further queries or concerns, please reach out to us.
Smart Cellular Customer Support Team
“I've encountered a frustrating pattern with this company, where they initially offer a high price for my phone on their website. However, once I send in my iPhone 13, which is in excellent condition with 89% battery capacity and no marks, they unexpectedly regrade it and slash the offered amount significantly.
For instance, my recent experience with Order Number SC26414 is disheartening. The website states a value of £370 for an "excellent" device, but without providing any clear reasons, they came back with a mere £270 offer. Interestingly, the next grade down, labeled as "good," is valued at £337. This discrepancy raises serious concerns about their evaluation process.
This isn't the first time I've faced this issue. In April 2023, with Order Number SC19333, I was initially quoted £313, only to be later offered a disappointing £210.
While I understand that discrepancies can occur, it appears that this might be a deliberate strategy on their part. Numerous reviews I've come across echo similar sentiments, suggesting that they entice customers with high initial quotes on their website and subsequently "regrade" the device to a much lower value.
This repeated experience leaves me feeling frustrated and raises questions about the transparency and fairness of their valuation process. I hope this issue can be addressed and resolved promptly.”
We want to assure you that our grading process is thorough and intended to be fair and transparent. We understand that the condition of a device can be subjective, and we are committed to ensuring our customers are satisfied with our evaluations. If a device does not meet the initially quoted condition, we are open to regrading it. We encourage customers to request pictures of their devices if there are any discrepancies in the assessment, and we are more than willing to provide these.
Thank you, Karen, for your glowing 5-star review! We are thrilled to hear that you had a positive experience with our Great Service, Great Phone, Fast and Exactly What They Said Would Happen Happened – that is exactly what we strive for. We appreciate your feedback!
