“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
Dear Reviewer,
Thank you for your amazing 5-star review! We’re thrilled to know that you’re enjoying your phone in excellent condition and found it to be a great value while arriving well-packaged. Your kind words about our service mean a lot to us!
We truly appreciate your feedback and can’t wait to have the pleasure of serving you again!
Best wishes,
Team Smart Cellular
Dear Reviewer,
Thank you for your outstanding 5-star review! We’re so pleased to hear that you're satisfied with the condition of your purchase and found great value in it. It’s wonderful to know that delivery was prompt as well. Your high recommendation means a lot to us!
We appreciate your feedback and look forward to serving you again soon!
Warm regards,
Team Smart Cellular
Dear Jade,
Thank you so much for your brilliant 5-star review! We're thrilled to know that you experienced excellent service from start to finish and appreciated our trade-in pricing and quick payment. Your high recommendation means the world to us!
We truly value your feedback and can’t wait to assist you again in the future!
Warm regards,
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
Dear Glenn,
Thank you for your fantastic 5-star review! We're delighted to hear that your iPhone 14 Pro arrived quickly and in excellent condition. It’s great to know that you find it working well for you and that you feel the price was reasonable.
We truly appreciate your feedback and look forward to serving you again in the future!
Warm regards,
Team Smart Cellular
Dear Reviewer,
Thank you so much for your wonderful 5-star review! We’re thrilled to hear that you are very happy with your phone and that you had a positive experience with us. Your satisfaction is our top priority, and we can't wait to assist you again in the future!
Warm regards,
Team Smart Cellular
Dear Reviewer,
Thank you for your fantastic 5-star review! We're so glad to hear that your phone arrived well-packaged and in great condition, and that the setup was easy for you. Good communication is important to us, and we're happy to know you found our service satisfactory at a good price.
We appreciate your support and look forward to serving you again!
Warm regards,
Team Smart Cellular
“They upgraded my choice as i didn’t mind what colour I had. Bonus. Nothing else to pay.
Everything perfect. Very happy and switch from old phone incredibly easy.
Kept me informed about delivery.
Highly recommend.”
Dear Reviewer,
Thank you for your amazing 5-star review! We're thrilled to hear that you loved the upgrade and found the switch to your new phone so easy. Keeping our customers informed is a priority for us, and it’s fantastic to know you appreciated that as well.
Your recommendation means a lot to us, and we're here whenever you need us in the future!
Warm regards,
Team Smart Cellular
“Do not use this company...the price the offer before posting is nowhere what they want to offer when they received your phone.
I sent a brand new phone which I had swapped on insurance swap out, when this company received it they tried to claim it was damaged.
I rejected their offer, 3 weeks later I am still waiting for the return of my phone. Shocking service”
Dear Reviewer,
We’re sorry to hear about your experience with us. We understand how frustrating it can be when expectations aren’t met, and we appreciate you bringing this to our attention. Our goal is to provide clear communication and a smooth process for all customers, and we will certainly look into your feedback regarding the return of your phone.
Thank you for your patience, and we hope for the opportunity to improve your experience with Smart Cellular in the future.
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.”
Dear Silvia,
Thank you for your amazing 5-star review! We're delighted to hear that your second purchase of the iPhone 13 arrived in excellent condition and that your son is so happy with it. We pride ourselves on prompt delivery and ensuring our customers are satisfied, so your feedback means a lot to us!
We truly appreciate your trust in Smart Cellular and can’t wait to help you with your future purchases!
Warm regards,
Team Smart Cellular
“My family and I have used Smart Cellular for quite a few years and have always been delighted with both the phones and the service. Once when I bought an android phone for my wife there was a problem with it (nothing to do with the phone) and Smart Cellular exchanged it for an iPhone with no problems.”
Dear Graham,
Thank you for your wonderful 5-star review! We're thrilled to know that you and your family have been delighted with both our phones and service over the years. We strive to ensure our customers are satisfied, and we're glad we could assist you with your wife’s phone issue seamlessly.
Your continued trust in Smart Cellular means the world to us, and we look forward to serving you for many more years to come!
Warm regards,
Team Smart Cellular
“What a great company to buy your phone from this is the second I have purchased in the last few years and the service and quality is second to non, deliver is exemplary”
Dear Welshian,
Thank you for your fantastic 5-star review! We're thrilled to hear that this is your second purchase with us and that both your service and the quality of our products have impressed you. Delivering excellence is our goal, and it’s wonderful to know that you’re satisfied!
We sincerely appreciate your continued trust in Smart Cellular and look forward to serving you again in the future!
Warm regards,
Team Smart Cellular
“Ordered pixel 8 a week ago good condition.
Received new phone with cable and SIM pin.
Condition was great, actually better than I expected.
Delivered next day so very happy.”
Dear Daniel,
Thank you for your fantastic 5-star review! We're so pleased to hear that your Pixel 8 arrived in great condition and exceeded your expectations. Next-day delivery is what we aim for, and it's wonderful to know that you are happy with your purchase!
We appreciate your support and look forward to assisting you again in the future!
Warm regards,
Team Smart Cellular
“I am delighted with my new phone. Was easy to choose and order. Arrived quickly and is in excellent condition.. Amazing value for money. Would definately recommend your site to others.”
Dear Customer,
Thank you for your wonderful 5-star review! We’re absolutely delighted to hear that you enjoyed a smooth ordering process and received your phone in excellent condition. Amazing value for money is what we strive for, and we’re thrilled that you would recommend us to others!
We look forward to serving you again soon!
Warm regards,
Team Smart Cellular
“I am delighted with my new phone. Was easy to choose and order. Arrived quickly and is in excellent condition.. Amazing value for money. Would definately recommend your site to others.”
Dear Customer,
Thank you so much for your amazing 5-star review! We are overjoyed to hear that you found the ordering process easy and that your new phone arrived quickly and in excellent condition. Providing incredible value for our customers is what we aim for, and we truly appreciate your recommendation!
We can't wait to welcome you back for your next purchase!
Warm regards,
Team Smart Cellular
