“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
“This is the second time I’ve used Smart Cellular, the product came swiftly and looks exactly how described. I haven’t set it up yet but I am happy with the service. It did come a day late but I think that’s more to do with after Christmas purchases as opposed to company. If everything is okay once set up, I will be very happy and for any further/future requirements, I will try Smart Cellular first 😃”
Dear Suzy,
Thank you for your lovely 4-star review! We're glad to hear that you had a positive experience with our service and that your product arrived swiftly and as described.
We appreciate your understanding regarding the slight delay after Christmas; many factors can influence delivery during that busy time. Once you set up your product, we hope it meets your expectations! Should you have any questions or need assistance in the future, we're here to help. We look forward to serving you again!
Best regards,
The Smart Cellular Team
Dear Valued Customer,
Thank you for your amazing 5-star review! We're delighted to hear that your order process was easy and that your iPhone 12 arrived the next day in great condition.
It's fantastic to know you're pleased with the battery life too! If you need any assistance or have questions in the future, feel free to reach out. We look forward to serving you again!
Best regards,
The Smart Cellular Team
Dear Andrew,
Thank you for your incredible 5-star review! We're so pleased to hear that your iPhone 12 Pro Max looks brand new and that you're happy with your purchase.
Our goal is to provide high-quality products at excellent prices, and it's wonderful to know we hit the mark for you! If you need any assistance or have questions in the future, just let us know. We’re here to help!
Best regards,
The Smart Cellular Team
“I thought I was getting next day delivery but actually it was about one week.The phone was received in excellent condition( what was ordered).Imhad a question about the colour of the phone and the customer sales man I spoke to was very helpful.So far so good !”
Dear Judith,
Thank you for your review! We appreciate your feedback about the delivery timeframe. We strive to provide accurate estimates, and it's great to hear that you received your phone in excellent condition.
We're also pleased that our customer service team was able to assist you with your inquiry about the color. If you have any more questions or need assistance in the future, please feel free to reach out. We’re here to help!
Warm regards,
The Smart Cellular Team
“AVOID, AVOID, AVOID
They have been lying, took my phone and are offering 75% less than what they quoted albeit a brand new phone even though I submitted all the required documents.
I HAVE ALL COMMUNICATION AND EVIDENCE RECORDED
Now they are not answering emails and refusing to send back my phone.
I have opened a small case claim, no other option left
please, people, please people avoid like the plague these people are daylight scammers, they steal your money and time”
Dear Reviewer,
Thank you for your feedback regarding your experience with Smart Cellular. We apologize for the slow delivery time and any delays in our replies. We understand how important timely communication is, and we’re working to improve in this area.
We appreciate your patience and are glad you received the product as described. If you have further questions or concerns, please feel free to reach out. We’re here to help and hope to serve you better in the future.
Best regards,
The Smart Cellular Team
Posted 3 months ago
Dear Reviewer,
Thank you for sharing your thoughts in your 3-star review. We apologize for the slow delivery and the delay in our response times. We understand how important prompt communication and efficient service are to our customers.
Your feedback is invaluable and will help us improve our processes moving forward. We appreciate your patience and hope you'll consider giving us another chance to serve you better in the future.
Best regards,
The Smart Cellular Team
Dear DP,
Thank you for your fantastic 5-star review! We're thrilled to hear that you're happy with the quality of your phone and the price you paid.
We appreciate your patience regarding the delivery time; sometimes, external factors can cause slight delays. If you have any further questions or need assistance, we're always here to help. We look forward to serving you again in the future!
Best regards,
The Smart Cellular Team
“I am deeply disappointed with awful customer service - I have been waiting for a delivery which was promised to be ‘end of the week’ numerous times I then tried cancelling the order 3 times and was promised a refund and then you had the cheek to send me the phone ! I had already bought one from another supplier!”
Dear Rose,
Thank you for your fantastic 5-star review! We’re thrilled to hear that you found our prices competitive and appreciated the communication with our customer service team.
It’s great to know that your phone is in excellent condition and the battery is doing well too! If you ever need assistance or have any questions in the future, don’t hesitate to reach out. We’re here to help!
Best regards,
The Smart Cellular Team
Dear Valued Customer,
Thank you for your fantastic 5-star review! We're thrilled to hear that the delivery was speedy and that your phone arrived in immaculate condition.
Your satisfaction means a lot to us, and we can’t wait to assist you with your future orders. If you have any questions or need support down the line, don’t hesitate to reach out!
Best regards,
The Smart Cellular Team
“My phone arrived on the date promised, the phone itself is unblemished and for a price that I could not believe. Now I'm out of a contract and saving pounds. Thank you”
Dear RAB,
Thank you for your fantastic 5-star review! We're thrilled to hear that your phone arrived on time and in perfect condition. It’s great to know you found such an unbeatable price and are now enjoying the benefits of being out of a contract!
If you ever need assistance or have questions in the future, don’t hesitate to reach out. We appreciate your support and look forward to serving you again!
Best regards,
The Smart Cellular Team
Dear Valued Customer,
Thank you for your wonderful 4-star review! We're thrilled to hear that you received excellent service and are happy with your product.
It's great to know that the delivery met your expectations as well. If you have any questions or need assistance in the future, don’t hesitate to reach out. We look forward to serving you again!
Best regards,
The Smart Cellular Team
Dear Marco,
Thank you so much for your fantastic 5-star review! We’re thrilled to hear that your Galaxy S23 arrived quickly and in great condition, especially at such a competitive price.
Your recommendation means the world to us! If you have any questions or need assistance in the future, don’t hesitate to reach out. We’re always here to help!
Best regards,
The Smart Cellular Team
Dear Darren,
Thank you for your fantastic 5-star review! We're thrilled to hear that your experience with us was quick and easy, and that your phone arrived promptly and well-packaged.
Your support means a lot to us, and we can’t wait to assist you again in the future! If you ever have any questions or need help, don’t hesitate to reach out.
Best regards,
The Smart Cellular Team
