“I got a email to say the phone had been dispatched, rang up a week later to be told it hadn't and it would be another week. Then rang again to be told it would be another week for dispatch. Eventually it turned up 3 weeks later”
Thank you so much 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 experiences and concerns, as it allows us to improve our services.
We would like to sincerely apologize for the inconvenience you faced with the dispatch of your phone. We understand how frustrating it can be to receive conflicting information, and we are truly sorry for any inconveniences caused by the delay in delivering your order.
At Smart Cellular, we strive to provide exemplary service and ensure that our customers have a smooth and seamless shopping experience. Clearly, we fell short of meeting your expectations in this instance, and we want to rectify the situation.
We are committed to addressing the issues you faced and making necessary improvements to prevent similar incidents from recurring in the future. We would greatly appreciate it if you could provide us with more details about your experience, such as the order number or any particular concerns you had during this process. This feedback would be of great assistance in our investigation and enable us to take appropriate measures.
Once again, we apologize for any inconvenience caused and appreciate your patience throughout this process. We value you as our customer and are always striving to enhance our services. If
“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
“Delivery stated as 2-3 working days. Took over two weeks. Impossible to speak to anyone on the phone and emails take 2 days to respond. Categorically would not recommend or use again. Despite that the phone was exactly as described hence 2 stars rather than 1 but I’m really hoping I don’t have to claim on the warranty as I can’t begin to imagine how painful that would be.”
,Thank you so much for taking the time to share your experience with Smart Cellular. We truly appreciate your honest feedback and apologize for any inconvenience you experienced.
We understand that the delivery of your order took much longer than expected, contrary to the stated timeframe of 2-3 working days. We sincerely apologize for this delay and any frustration it may have caused. In addition, we apologize for the difficulties you faced while trying to reach us over the phone, as well as the delayed email responses. This is certainly not the level of service we aim to provide, and we are sorry for the inconvenience it has caused you.
We are grateful that despite the issues, the phone you received was exactly as described. We understand your concern regarding the warranty and assure you that our team is continuously working towards improving our processes to ensure a smoother experience in case a warranty claim is necessary.
At Smart Cellular, customer satisfaction is of utmost importance to us. We genuinely value your input and would like to better understand how we can enhance our services. If you have any further suggestions or specific areas where we can improve, we would greatly appreciate your guidance.
Once again, thank you for bringing these matters to our attention. We apologize for any inconvenience caused and sincerely hope that we can rectify this situation for you. Should you have any further concerns or queries, please don't hesitate to contact us.
“Company seems to bribe customers into giving them 5 star reviews in exchange for free gifts and money, yet they never send the items they have promised. Just bribery to get positive feedback.”
Thank you so much for taking the time to share your feedback about your experience with Smart Cellular. We genuinely appreciate your openness and honesty, as it helps us improve our services.
We sincerely apologize for the inconvenience caused by the issues you mentioned. It is unacceptable that some customers have felt that we are attempting to bribe them for positive reviews. We assure you that it is not our intention to engage in such practices and we are deeply sorry if it seemed that way.
To address your concerns and make things better, we would like to understand more about your specific experience. If you could kindly provide us with some additional details regarding the promised items that were not sent, we would greatly appreciate it. This information will allow us to investigate the matter thoroughly and take necessary steps to rectify the situation.
Once again, we apologize for the disappointment and inconvenience caused. Your feedback is valuable to us, and we genuinely want to ensure that we meet your expectations going forward. Please feel free to share any further suggestions or concerns you may have, as we are committed to providing the best possible experience for our customers.
Thank you for your understanding, and we look forward to hearing from you soon.
Best regards,
Jeff S
Customer Support Team -
“The phone I purchased was a iphone 13 Pro max in excellent condition. But the phone I received was in what would call good condition as there is a very visible mark on screen I have tried to contact customer service but no reply and I have emailed numerous times with no response very poor customer service.”
Thank you so much for taking the time to share your feedback about your recent experience with Smart Cellular. We truly appreciate your honesty and your willingness to share your concerns with us.
Firstly, we would like to sincerely apologize for the disappointment you have faced with the condition of the iPhone 13 Pro Max you received. Your expectations for receiving a device in excellent condition were not met, and we understand how frustrating that must be. We apologize for any inconvenience this has caused you.
We are truly sorry for the lack of response you experienced when trying to contact our customer service team. We understand that prompt and effective communication is crucial, and we deeply regret any inconvenience or frustration you have faced as a result.
We value your feedback immensely and are committed to improving our services. In order to rectify this situation and make things better for you, we kindly ask for your assistance in providing more information about your order, such as your order number or any other relevant details. This will help us investigate the matter thoroughly and ensure a prompt resolution.
Once again, we sincerely apologize for the inconvenience this has caused you. Your satisfaction is of utmost importance to us, and we remain dedicated to providing you with the excellent service you deserve. We
“Confirmation of order was received for 4 days after order was placed but money was taken immediately. It was also difficult to get hold of some one to check on delivery. Phone was packaged well and is in good condition.”
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 effort in letting us know about your recent purchase.
Firstly, we would like to apologize for any inconvenience caused by the delay in receiving the confirmation of your order. We understand how frustrating this can be, especially when the money was taken immediately. Additionally, we sincerely apologize for any difficulties you encountered while attempting to get in touch with our team to inquire about the delivery status. This is not the level of service we strive to provide, and we apologize for any inconvenience or frustration this may have caused you.
On a positive note, we are delighted to hear that the phone you ordered was packaged well and arrived in good condition. Ensuring that our products reach our customers undamaged is a top priority for us.
To make things better and improve our service, we kindly request your assistance. Could you please share with us any specific suggestions or recommendations you may have? Your insights will be incredibly valuable as we continue to enhance our processes and customer experience.
Once again, we are grateful for your feedback. We genuinely appreciate customers like you who help us identify areas where we can improve. Your satisfaction is of utmost
“I have ordered the phone samsung note 9 bcos its dual sim as per the description howe er I received single sim and the condition it was saying pristine but I dont agree with that. Also I tried to contact the customer service no one picking the phone and it's very difficult to return and ask for refund. Its realy unprofessionalism.”
“I was conned into trying to sell my phone to this outfit by claims that they offer the best trade in price available. According to the criteria on the website my iphone 8 was worth £85. Once it got to them and despite it being in pristine condition having had a new screen and screen protector in the past 3 months, it was revalued by their ‘technicians’ as being worth £20. It doesn’t have a mark anywhere on it! Having rejected their derisory offer they then charged me for the return postage. Shan’t be going near them again.”
“Reduced price by £160 despite having a single scratch to the back of the case and otherwise pristine condition. Quoted prices are too good to be true and cannot be trusted”
“Do not buy from this outfit they offer 18 moths guarantee but do not honour. they also sell blacklisted phones and write their own reviews. Go to Music Magpie”
“After purchasing a pristine iPhone 13 Pro Max slight scratch on screen yes option to keep or return kept as I need a phone , was promised £15 refund & also received email for generic EarPods for buying the phone phoning smartcellular is useless as nobody answers also numerous emails after about 3 weeks still no refund or generic EarPods very poor customer service all I get is we will sort it still waiting for refund & EarPods would not recommend to anyone as had so much hassle still not resolved thank you”
“Cannot recommend at all. Been waiting 9 days for phone, not even yet dispatched and no date when will be. They Keep fobbing me off with dates but still no phone. Will now be going for full refund.
Extremely disappointed and can’t speak to anyone, all email.”
“Phone did not arrive till a few weeks later, much later than advised at time of buying. Wrong colour delivered. No returns slip in package to send back. No-one is answering the phones for the last 2 days and no reply to my email sent 2 days ago”
“Just received an i phone 11 for my daughters birthday which was late on delivery. The website says 3-5 working days which is shorter than the 3 weeks it took to get. I made many phone calls getting jittery because I received no updates or communication from smart cellular knowing my daughters birthday was approaching. Eventually I was promised the phone which arrived a day late. The phone is fantastic but the customer service/ communication is very very poor. I will not be purchasing from smart cellular again and I don’t believe the trust pilot star score given for this company either!!!!”
Thank you for your review. We are sorry you are dissatisfied with the service. Can you please email sales@smartcellular.co.uk with the subject review? Please include your order number and contact details. An adviser will contact you to resolve your complaint. Regards Smart Cellular-Customer support.
“Bought a iPhone 11 in August. Turned out bedefective so returned in September under warranty for a refund. Still waiting for my refund despite promises on many occasions that it was being processed.”
Thank you for your review. We are sorry you are dissatisfied with the service. Can you please email sales@smartcellular.co.uk with the subject review? Please include your order number and contact details. An adviser will contact you to resolve your complaint.
Regards
Smart Cellular-Customer support
“It took nearly two weeks for my phone to arrive, finally I’ve got it!! I don’t understand it takes so long though! The phone is not so pristine as it should be as I’ve got tiny little scratches but the phone is working great and I love the phone, a bit disappointed with my cable as very slow charger ever! I left whole night and only charged 75%. Smart cellular was really smart for sending me a cheap cable after I’ve paid 420£ S10e worth prestine phone. I’ve used music magpie before and I think It worth paying a little bit more for more security.”
