“Disappointed in the speed of delivery but even more disappointing was the quality of the phone. I paid for excellent condition but it can only be described as fair. I am still waiting for a reply from the team 3 working days since sending an email.”
“Ordered 2 iPhones in pristine condition. First arrived scratched and was advised to return for refund or exchange, I opted for exchange. Has been returned but I have yet to receive the replacement and no responses to emails chasing. However the second phone arrived in perfect condition.”
“After having my phone for less than a month the battery is dying after only 5 hours of not particularly heavy use and I understood that the batteries in the phone would be at 85% of new battery life which I don't think this one can be.
When I emailed query this I got an automatic response saying all emails would be answered within 2 days. 3 weeks later and I haven't heard anything.
Poor service.”
“I’m very happy with the iPhone 13 I have received, in great condition.
I’m still waiting for a copy of my order as I’ve not received any emails, I haven’t found the customer service team very helpful, still waiting for an email that should have been replied to within 2 days.”
“They had my phone over a month for me then to get paid less than originally quoted for a brand new iPhone 16 pro max. A lovely ladie from the company did contact me named Katie helped me with getting the most from the company and got me paid straight away not long after our phonecall she was lovely, as for the company themselves the time I had to wait was absolutely shocking and because they had it so long I let the device go for less because I was getting Torchered with emails with stupid bids from them. Over all I have been paid now but I don’t think I would sell again just from the experience I had with the wait and being quoted and paid less then originally was quoted. But thanks to the lovely Katie for all your help in assisting me and getting me paid once we spoke on the phone thank you.”
“The order took a very long time and I didn’t get an update. I had to wait nearly 3 weeks. I tried to call but did not get an answer and nobody rang me back. I was also told I would get free ear pods and haven’t received them.”
“The Comms require slot of improvement. The checkout process is smooth but from there it rapidly goes south. It took 2 weeks to receive my order. Luckily the product was as described. Do not use if you expect a slick well oiled operation.”
“The phone we received did not match the order we received in terms of colour and condition the phone was in.
Customer services was difficult to get hold of but did eventually come good with a refund but we were still without a replacement phone 3 weeks down the line and lets be honest when we we've ordered a new phone its something we want access to the next day never mind a 3 week wait for a refund and then to order a new one. I would much prefer to have been told we will send out the correct phone immediately.”
Hello,
We’re sorry for the lack of communication you've experienced. We'll ensure your case receives prompt attention and follow-up.
Best regards,
The Smart Cellular Team
“Initially, my order was not delivered until I had written after 8 days. I was then told it would arrive after I would have left for my holiday. By some miracle another department s ent an email to say the order was being fulfilled the next day, after I had asked to cancel the order.
I accepted the phone when it arrived, but in the four days I had it the b1attery ran outby the middle of the day although it said fully charged in the morning after being charged all night. I eventually contacted Smart Cellular saying I was returning the phone as it was not the standard I had been led to expect. I am still waiting for the refund which I am told takes up to 10 days. Why?
Not a company I would deal with again”
Thank you for your feedback, Peter. We’re sorry to hear about your experience with the delayed delivery and battery issue. We understand your frustration and are working to improve our processes. Refunds do take up to 10 days due to standard banking procedures, but we’ll ensure this is processed as quickly as possible.
Best regards,
The Smart Cellular Team
“Customer service is TERRIBLE. Told me phone was delivered and should be with me by 3 days. 3 calls and 2 weeks later they say phone was already dispatched even though I didn’t get a tracking number. 2 weeks later after that they say phone was not dispatched even though they’ve said countless of times that it has, didn’t even apologise for lying to me or the very long wait. Phone got with me after a month and one week of ordering not 1 or 2 days like they say. Absolutely terrible, would not order from here again. If u want a phone I suggest ordering from somewhere else like the back market website.”
We're sorry to hear about your frustrating experience with our customer service. It's unacceptable that you received conflicting information about your order and faced such delays. We appreciate your feedback, and we'll work to improve our communication and processes to ensure this doesn't happen again. Thank you for bringing this to our attention.
Best regards,
The Smart Cellular Team
Hi, thank you for bringing this to our attention. We apologize for the shipping error and the delay in receiving your refund for the return postage. We are currently reviewing your case and will ensure the refund is processed as soon as possible.
Best regards,
The Smart Cellular Team
“I ordered a phone from Smart Cellular. The delivery process was fine but the phone was advertised as being in ‘excellent’ condition & in fact the sides had lots of scratches, some quite deep (I will attach pic if possible). I contacted Smart Cellular but received no response (my email was acknowledged, so I know they got it – their email timed at 14/09/2024, 15:15 in case anyone from Smart Cellular sees this). I have kept the phone because it seems to work fine but was clearly not as advertised.”
Hi Andy,
Thank you for your feedback! We’re glad the delivery process went smoothly, but we’re sorry to hear about the condition of the phone not matching your expectations. Your experience with our communication is important to us, and we’re currently reviewing our response times. If you’d like to share any photos or further details, please feel free to reach out directly. We appreciate your understanding and hope to resolve this for you.
Best,
The Smart Cellular Team
“I Ordered a refurbished iPhone 12 on 31st July 2024 and instead of the phone arriving in a timely manner it took more than 2 weeks to arrive and after several conversation on the chat.
I ordered a Blue phone and the phone i was sent was Red which was not what I ordered.
There are two scratches on the screen on the iPhone 12 I received which is not ideal.
So overall now a very good experience from myself.
One of my sons ordered exactly the same refurbished iPhone 12 2 hours before me and he received his in good condition and the colour he requested and in a timely manner (3-days) so what happened to my phone I have not been informed”
Dear Stuart,
Thank you for sharing your feedback with us. We apologize for the delay in receiving your refurbished iPhone 12, the incorrect color, and the scratches on the screen. This is not the standard we aim to provide.We understand your frustration, especially as your son's order was fulfilled correctly. We are committed to resolving this issue and would appreciate more details to investigate further.
Best regards,
The Smart Cellular Team
“Unfortunately had a bad experience and cannot recommend this company. All seemed ok to start with the order of an Apple Watch that was received in great time. Unfortunately the condition clearly did not match the description and no charger was included as advertised. I sent the company an email with photos which was ignored. I then sent multiple chaser emails over a few weeks which were all ignored until I finally got a response which completely ignored the charger being missing and sent me a link of the condition description. These descriptions further proved my watch was sold with the incorrect advertised condition which I then responded too and also re-queried about the missing charger and asked them to send one or refund me the amount to purchase one at least. My email and chasers have again been ignored in the weeks since. Not a good experience”
Hello,
We’re sorry for the issues with your Apple Watch order and the missing charger. We aim to address all concerns promptly, and we regret the delays in our response. Please contact us directly so we can resolve this matter for you.
Thank you for your patience.
Best regards,
The Smart Cellular Team
“I've made a sale too you and you've had my phone for nearly a week and still not heard what's happening. Should of been same day payment , and your customer service is ridiculous to get through too. I'm not happy with the service whatsoever”
Hi,
I’m truly sorry to hear about the delay and your difficulties reaching our customer service. To address your concerns and resolve this promptly, please contact us directly. We’ll prioritize your case and provide an update on your payment status as soon as possible.
Thank you for your patience, and we look forward to resolving this issue for you.
Best regards,
The Smart Cellular Team
“Phone didn’t work properly… touch screen was either very slow or didn’t work at all. Was going to call customer services but the same day my son dropped it and cracked the back! So I highly doubt they would accept return now. Lesson learned.”
Hi,
We’re truly sorry to hear about the issues you’ve faced with the phone and any inconvenience this has caused. If you need further assistance, please don’t hesitate to reach out to us directly.
Best regards,
The Smart Cellular Team
“Was sent ear pods as a gift for my phone purchase. Unfortunately one of the ear pods wouldn’t hold a charge. Was told by smart cellular that they will not replace them as they are a free gift.
You would expect the pods to be in working order regardless of the fact they’re free .”
Dear Wayne,Thank you for taking the time to share your feedback about your experience with Smart Cellular. We truly appreciate customers like yourself who let us know about their interactions with our products and services.
We sincerely apologize for the inconvenience you faced with the ear pods you received as a gift with your phone purchase. At Smart Cellular, we believe that every product we offer should be in good working order, regardless of whether it is a free gift or not. We understand your frustration and we genuinely apologize for any inconvenience caused.
We value your satisfaction as a customer, and we would like to make things right. Could you please let us know how we can improve your experience or assist you further? We are here to help and would be more than happy to find a solution that meets your expectations.
Once again, thank you for bringing this matter to our attention. We look forward to your response and the opportunity to better serve you.
Best regards,
Customer Support Team
Smart Cellular
