“I ordered an Apple Watch on Black Friday. It was a competitive price which led me to purchase from them. I received the wrong item in the post and when informing smart cellular about this I received and email initially bragging about how fast the delivery was before offering for me to return the item for a replacement.
I phoned the company to ensure a replacement was available as I wanted to ensure that I didn't miss out on the Black Friday deals as if there wasn't a replacement available I would have purchased from an alternative company also proving Black Friday discounts.
I was informed they had my watch and had placed it to the side and informed all of the dispatch team to post it out as soon as they received my watch.
I phoned an emailed multiple times over the course of the following 6 weeks, each time being told they had emailed the returns department but had not received a reply. Over the course of 6 weeks this is clearly untrue.
eventually I was told that my money had been refunded - without me asking for this as I was still hopeful for my Apple Watch.
I am now left without the watch I purchased and have to purchase it at a higher price, missing out on the Black Friday sales. This is clear false advertising and poor customer service causing true financial loss on my side through a now increased price.
Extremely poor customer service throughout.”
“Excellent deal, quality product and great price. Everything was as advertised, if not better. There was a lack of communication initially on order and I did have difficulty contacting, but I did eventually receive an email and from then on everything progressed as described. Would definitely reuse.”
Dear Gary,
Thank you for your thoughtful 4-star review! We're thrilled to hear that you found our deal to be excellent and that the product exceeded your expectations.
We apologize for the initial communication hiccup and appreciate your patience during that time. We're glad everything progressed smoothly after our follow-up. Your satisfaction means a lot to us, and we're looking forward to serving you again in the future!
Best regards,
The Smart Cellular Team
“You sent me the wrong colour iPhone, I returned its and you haven't issues my refund. You sate below "how easy was it to get a refund?" Impossible!!!”
Dear Jo,
Thank you for your amazing 5-star review! We’re thrilled to hear that you are pleased with your phone and that our customer service team was able to assist you promptly and satisfactorily.
Your satisfaction means the world to us, and we’re glad we could help resolve the issue. We appreciate your feedback and look forward to serving you again in the future!
Best regards,
The Smart Cellular Team
Dear Valued Customer,
Thank you for your fantastic 5-star review! We're thrilled to hear that you found our prices great and that our communication and customer support met your expectations.
Your satisfaction is our top priority, and we’re here to assist you whenever you need us. We look forward to serving you again in the future!
Best regards,
The Smart Cellular Team
Dear Luana,
Thank you for your fantastic 5-star review! We're thrilled to hear that Tony provided you with fast and efficient service, and that communication was smooth throughout your experience.
Your satisfaction means the world to us, and we're always here to help whenever you need assistance. We look forward to serving you again in the future!
Best regards,
The Smart Cellular Team
“I would recommend Smart Crllular, this is the second time I have used them. The product is as description. Only slight issue, no update of when despatched, so got a bit concerned, contacted them on delivery date and was issued same day, can only think post Christmas.”
Dear Suzy,
Thank you for your thoughtful 4-star review! We're thrilled to hear that this is your second experience with Smart Cellular and that the product met your expectations.
We sincerely apologize for the lack of shipping updates and any concern that may have caused. This time of year can indeed lead to delays in communication, but we're glad we were able to assist you on the delivery date. Your feedback is invaluable to us, and we appreciate your understanding. We look forward to serving you again in the future!
Best regards,
The Smart Cellular Team
“I ordered an refurb iPhone 16 pink on 31st Dec had issues getting one delivered as after I ordered was told they were having problems getting the pink iPhone 16’s I then cancelled the order after making a few calls on 10th Jan and then received an email to say that it had been despatched, arrived the following day but it was a blue iPhone 16 not a pink as ordered but we decided to keep the blue iPhone 16 as my husband was going to be ordering one soon, the service wasn’t great but to be honest the blue phone we received was in excellent condition, Smart Cellular do have good reviews as a company so mine was just bad luck but I would order again from them”
Dear Lisa,
Thank you for your thoughtful 4-star review! We're sorry to hear that there were challenges with your order, but we appreciate your understanding and patience throughout the process.
It's great to know that you found the blue iPhone 16 to be in excellent condition. Customer satisfaction is extremely important to us, and your feedback helps us improve our services. We’re grateful for your continued trust in us and look forward to serving you again in the future.
Best regards,
The Smart Cellular Team
“Excellent deal, quality product and great price. Everything was as advertised, if not better. There was a lack of communication initially on order and I did have difficulty contacting, but I did eventually receive an email and from then on everything progressed as described. Would definitely reuse.”
Dear Valued Customer,
Thank you for your excellent 4-star review! We're delighted to hear that you found the deal, product quality, and price to be better than expected.
We apologize for the initial communication hiccup, but we’re glad to know everything progressed smoothly afterward. Your feedback is invaluable and helps us enhance our service. We appreciate your willingness to shop with us again and look forward to serving you in the future!
Best regards,
The Smart Cellular Team
“We would really recommend buying from Smart Cellular. Very quick service and the phone came in great condition. We were even surprised at how new it looked. Price was reasonable. Definitely recommend.”
Dear Karolina,
Thank you for your wonderful 5-star review! We're delighted to hear that you had a quick service experience and are thrilled with the condition of your phone. It's always our goal to provide great value and quality to our customers.
Your recommendation means so much to us, and we appreciate your support. We look forward to serving you again in the future!
Best regards,
The Smart Cellular Team
“Overall, everything is fine. I deducted one star because the item is not in mint condition and has some minor scuffs around the rim. I also deducted another star because the delivery time was not as stated on the website; it took approximately a week to arrive.”
Dear Tara,
Thank you for your feedback and for taking the time to leave a 3-star review. We're glad to hear that, overall, your experience was fine, but we sincerely apologize for the condition of the item and the longer delivery time than expected.
We strive to provide products in the best possible condition and will address your concerns to improve our processes. Your input is invaluable and helps us enhance our services for all customers. We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Best regards,
The Smart Cellular Team
“Can’t fault the service from start to finish, the product was exactly as described, the price was extremely competitive, I now have the phone and iam very satisfied.”
Dear Andrew,
Thank you for your outstanding 5-star review! We’re delighted to hear that you couldn’t fault our service and that the product met your expectations. It's wonderful to know you found our pricing competitive and that you’re satisfied with your new phone.
Your satisfaction is what drives us, and we’re always here to help if you need anything in the future. We look forward to serving you again!
Best regards,
The Smart Cellular Team
“The phone is as described ( excellent condition) and is working very well. I thought I was getting next day delivery ( advertised on the website?) but it took about a week. I had a question regarding the colour of the phone which customer services helped me with. Overall I am very satisfied with the phone .”
Dear Judith,
Thank you for your wonderful 4-star review! We're glad to hear that your phone is in excellent condition and is working well for you. We apologize for any confusion regarding the delivery time, as we strive for transparency in our communication.
We're also pleased that our customer service team could assist you with your inquiry about the phone's color. Your satisfaction is important to us, and we appreciate your feedback! We look forward to serving you again in the future.
Best regards,
The Smart Cellular Team
“I ordered a phone on 28th Dec expecting the next day delivery as it states on the website.
It didn't arrive until 9th Jan. Not a huge wait but I didn't have an email to explain.
I asked for an update and got a basic reply that they had extended their delivery times. Ok, so then I waited, messaged again after a while to be told they were having some issues. I asked for a refund and the same day I had a message to say the phone had been posted.
The phone is good quality and I have no issues with it but the customer service leaves a bit to be desired.”
Dear Becky,
Thank you for sharing your experience with us through your 3-star review. We apologize for the delays and the lack of communication regarding your order. We understand how frustrating this can be and are sorry for any inconvenience it caused.
It’s wonderful to hear that you are satisfied with the quality of your new phone! Your feedback about customer service is duly noted, and we’re actively working on enhancing our communication with customers to ensure a smoother experience in the future.
Thank you for your understanding, and we hope to have the chance to serve you better next time!
Best regards,
The Smart Cellular Team
“Zero Stars. Find another company.
It is unbelievable that the immediate response to a poor review on this site is to ask me to ‘reach out to a customer service team for assistance’ as if that will somehow solve their problem. It seems the dozens of unanswered emails and unreturned phone calls since they banked my money in early December count for nothing. The implication that somehow their inability to ship a phone is because I need to do more is breathtaking. They have the order number above, this seems to be the only forum they reply to, so I want them to respond to this post when THEY have done something. I’ll post again in a few days with another review of what they have collectively managed to do. It is probably worth noting that in all my previous reviews for other companies I’ve only ever awarded 5 stars so I’m hardly a difficult customer.
For the sake of transparency, and in the spirit of their patronising response, I’ve copied my latest email here. It was sent immediately in response to their reply to ‘reach out’. Of course, as with all my other other communications with them beyond this Trustpilot site, I’ve heard nothing back despite the elapsed 3 days and their assurance to be in touch within two.
In response to your reply to my comment on Trustpilot.
I've waited since mid Dec for an S23 black pristine phone.
I've emailed and phoned repeatedly and nobody replies or acts to resolve the case.
Please do take this chance to make me a happy customer who feels valued and not conned.
Simply refunding my money at this stage isn't enough after the length of time, frustration at missing Christmas and disappointment of the whole saga.
If not an S23 pristine, then a pristine S23+ or Ultra by way of apology and customer service.
I look forward to a reply and some action on your part before commenting further on Trustpilot to report how you ultimately handled my case. Thank you.”
“Website is easy to use. Ordered my Iphone 14 in Excellent condition.
Price was good and delivery was brilliant Royal mail 24.
Would use again and recommend.”
Dear Valued Customer,
Thank you for your wonderful 5-star review! We're delighted to hear that you found our website easy to use and that your order experience was smooth.
We're also pleased that you were happy with the pricing and the brilliant delivery provided by Royal Mail 24. Your satisfaction is our priority, and we truly appreciate your recommendation.
We look forward to serving you again soon!
Best regards,
The Smart Cellular Team
Dear Pierre,
Thank you for your amazing 5-star review! We're delighted to hear that your phone arrived in mint condition and that you found our prices reasonable. It’s great to know that you experienced fast delivery as well.
Your recommendation means a lot to us, and we take pride in ensuring our customers have a positive experience. We look forward to assisting you again in the future!
Best regards,
The Smart Cellular Team
“Initially it was a bad experience because of late delivery for Christmas. As it happens delivery was Christmas eve, so as promised. But I already had to buy else where.
Return was straight forward. Refund a little slow but ok. Customer service communication was very good. Phone was very good condition”
Dear Valued Customer,
Thank you for your detailed 4-star review! We sincerely apologize for the initial delivery delays and truly appreciate your understanding. It’s great to hear that the return process was straightforward and that our customer service team was able to assist you effectively.
We’re glad to know that the phone was in good condition and hope it meets your expectations. Your feedback is invaluable to us as we strive to enhance our services. We look forward to the opportunity to serve you again in the future!
Best regards,
The Smart Cellular Team
Dear Valued Customer,
Thank you for your outstanding 5-star review! We're delighted to hear that you're pleased with the quality and performance of your product.
Your satisfaction is our top priority, and we’re committed to providing you with clean and reliable products. We appreciate your support and look forward to serving you again soon!
Best regards,
The Smart Cellular Team
