“Smart Cellular supplied my order in very prompt time and the price was very competitive. The product arrived in very good condition as stated and the after sales service has been exceptional.
I would recommend Smart Cellular to my friends and family and I would definitely buy from them again.”
“I purchased iPhone 12 mini for my son. He is very happy with his new phone. Delivery took longer than expected and had to email twice but at the end everything was fine.”
“I’d urge anyone considering to use this business to check out the other reviews here & elsewhere, and to do some digging into them as a business before you send off your devices!
The highest value for all used devices and the face of their website giving positive reviews all seems full proof.
I sent my device away to be bought by Smart Cellular expecting fast turnaround and the great price I was offered online.
Alarm bells rang after day 2, the device was confirmed by Royal Mail as being delivered on the Wednesday morning (I’d paid for tracked delivery at a cost of £9.15 which I was led to believe would be refunded later)
Thur morning and I got emails from someone called Tony (who was emailing from an email address listed as Neil Campbell) he was saying that he’d been trying to call me and that they hadn’t received my device.
NO missed calls on my phone
A little worried I logged into the account to check that they had my right contact details and to see if there were any updates on the seller account side of their site.
Details were all correct, my device was listed but was now showing as been quoted half the price agreed before I posted.
This was an iPhone 14 Pro Max which was in grade one excellent condition, boxed it had been kept in an OtterBox case and screen protector since day one of owning the phone. It looked as good as new, and that the criteria described listed online as “excellent”.
What was an online offer of £560, had now been changed to an offer of £280.
I replied to Tony/Neil, copied in the customer service email (that I found online) saying I’d not had any missed calls, that they already had my device, could someone could please reach out to me to clarify everything.
Within the hour Tony was on the phone asking if I was sending my device as per the terms of the sale, I informed that it had been delivered and asked if he needed the tracking number. He then said “that wouldn’t be needed as it would filter its way through the system at some point, don’t worry & thank you for your time - goodbye”
I asked Tony why the device was sitting in the online account and was now valued at £280, he said that it had been checked, revalued and that I would be paid this amount later that day and someone would email and send a text message to confirm this.
So Tony was clearly aware that it had actually been received and that it had been revalued, despite him saying they’d not received it.
Immediately I relayed that I wasn’t happy and asked for the device to be returned to me as soon as possible.
At no point did I get any email detailing a reevaluation, counter offer, or a report and images (as per what their website states) to justify why it had been changed from “excellent” to what was seemingly now described as “poor”
Tony said that this wasn’t his department and that he would pass this on to whoever needed to know.
I Immediately emailed Tony/Neil/customer services inbox, stating that “as per my call with Tony, I was not accepting the offer, and I wanted my device to be returned”
I had several emails back from a customer service inbox, stating that I needed to resend my query to a different email “sell@“ rather than “sales@“ as they were different teams.
I forward this on and then on Sunday (3 days later) I had an email saying “ sorry you’re not happy with the revalue and to have your device returned please choose your post option, free delivery for items valued up to £150 or special delivery options available at additional costs”
It also stated that I wouldn’t be having the initial delivery charge refunded as they were no longer buying my device.
So, desperate to get my device back safely, I paid £8.15 special delivery charges, which I had to transfer via bank to the business account of “Smart Cherry mobiles Limited” I was also to confirm in an email; my order number and delivery address.
Mon, Tues and Weds came and went, NO email reply, NO phone delivered!
I decided to call the helpline which I found on Google & was told by a lady called Franki, that “she was the sales team & that she wouldn’t be able to help me as it’s a different department” & “the sell team can only be reached by email, they do not accept incoming calls” I was told to be patient and that they would respond in due course, she mentioned a two working day turnaround.
I made it known that I was not happy with the poor customer service, I’d sent several emails and I’d had no reply, I wanted my device back.
Franki said she would get the sell team to make contact later that day.
Thur came & went, No contact, No phone returned!
I began to get quite worried and this is when I started to research into the name smart cellular, I found lots of poor reviews online, stories from others about their experience, detailing the same issues….
I also found out (via the companies house government website) that smart cellular filed to be dissolved in June 2015, and are actually operating in an official capacity as Smart Cherry mobiles, under the same director listed “Yaasameen Maryam Ahmed”
I was preparing to make a formal complaint to companies house, to use a mediation service, serve a statutory demand or use the small claims procedure.
Around 4pm on the Friday, I had an email stating my device was being returned and advising me of the tracking number.
Saturday (a whole 10 days later)
My phone arrived back to me.
Lesson (£9.15 and £8.15 out of pocket for the 2 delivery charges) learned to read more about a company and its practice.
Certainly some questionable methods of conducting a business are evident from my experience and that of what I read online from others.
I’d urge anyone less fortunate than I, who’s being persuaded to accept a revised valuation, or those who state that they never got their device back or were forced into accepting a lower payment by default, TAKE action, don’t allow this company to continue exploiting people!!!!!
Awful experience and a very close call!”
“I would not recommend this company.
They quote a high price and the lower it.
The website says fast payments but it’s has taken over 10 days to agree a price as they take a long time to reply to emails.
It’s been 3 days since we agreed a price and the account department have emailed me several times to say expect a call- so far nothing .
The only reply to online review but not emails or telephone calls .”
“This is the first time I have used Smart Cellular and have been impressed with the products and level of service. Ordering was easy and I received my phone promptly. Smart Mobile kept me well informed or the order progress and delivery. On receipt of the phone i was very happy with the condition. I can therefore recommend Smart Cellular and advise that I will be using them again for a future planned purchase.”
“The order process was easy and quick and the produce arrived in good time. The price was very competitive and after sales very prompt.
I would use Smart Cellular again and reccommend them you friends.”
“Avoid this company like the plague.
Back in October I ordered a refurbished Samsung S22 Plus advertised as "Excellent Condition" along with accessories,charger ear pods etc. A few days later the handset was delivered with no accessories. The mobile had a badly scratched screen and body. I immediately complained and requested a refund of my £245. After a few days Smart Cellular responded and asked for photographs of the damage which I duly sent on. They asked me to return the phone for a refund or replacement. I sent the phone back at my own expense (£9.35) by Royal Mail Special tracked delivery. It was received by the company on 4 November. Since then I have sent numerous emails requesting my refund which has never materialised. I get a standard email asking for my bank details to process the refund which never arrives. I've tried to phone the Customer Services department a number of times. No one ever picks up and there is no facility to leave a message.
I have now contacted my credit card company to request a Section 75 refund.
Buy something from Smart Cellular at your own risk. It is one of the worst companies I have ever dealt with. I will also be contacting Trading Standards.”
“The price, order process and delivery were very good. However I had an issue with the phone and this was were the issues revealed themselves. The replacement process, information and support provided was quite poor.”
“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.”
“Shocking customer service, offer you a free pair of AirPods if you leave a review, left one, had to jump through hoops to prove it, for them not to send them. Emailed several times over the last few weeks… got emails to say they were getting sent out, still not received them so writing an updated review…”
“Easy to find the phone you want, quite easy to navigate site ,quick delivery,
My Samsung phone arrived well packed and secured
Surprised by the lovely quality of the phone was like new
I’m very happy with my purchase I think others will find the quality of service
Very good. Thank you smart cellular.”
“No impressed. They sent the wrong colour after 2 weeks and didn't email to explain that it was the wrong colour. When I asked for an exchange to send the right colour, I was told they didn't have it in stock despite it still being sold as in stock online. Really poor customer service and overall experience. Will not be buying with them again.”
“Ordered an iPhone SE 3rd gen in pristine condition, decent price, and promised next day delivery. Took a while to be dispatched but was once dispatched was delivered the next day. Good battery (88%), and phone is in great condition with no scratches. Would recommend.”
“Best customer service ever! Received the phone in less than 5 days with tracking! The phone was in perfect condition with no scratching and a good battery health totally recommend!”
