Awful service. Phone ordered on 25 November. As at 5 December still not received. Further info was requested from myself via email on 26 Nov, provided on 27 Nov, email replied to as requested. A furth... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
TERRIBLE TERRIBLE TERRIBLE. firstly cannot log onto account as the email i provided when setting up the account is unrecognised. secondly cannot claim my cashback!! when i try it says my order re... See more
Company replied
Easiest upgrade experience I've had. The only reason this isn't 5 stars is that the Track Order option failed repeatedly and I wasn't kept informed of my order status for nearly 8 hours. However af... See more
Company replied
Got declined for no reason what so ever, new contact was actually half the price I am currently paying so no issues with paying. They have taken £25 deposit which was meant to be refunded 3-5 days. I... See more
Company replied
Company details
Information provided by various external sources
Here at the Smartphone Company we're dedicated to bringing you the very best deals around. If you want the latest iPhone, the hottest Samsung Galaxy, or even a Smartphone with a free gift, you’d be hard pushed to find a better deal anywhere else in the UK. We also offer an extensive range of Sim-Only deals, Sim-Free handsets and tablets to cater for all your mobile needs, all with free next day delivery. Want to upgrade? We do that too! So don't spend forever crawling the internet searching through endless tariffs, order your pay-monthly contract the Smart way and get a cracking deal with the Smartphone Company.
Contact info
United Kingdom
- smartphonecompany.co.uk
1.4
Bad
2k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I asked to cancel and return my phone…
I asked to cancel and return my phone on the day of receipt 1st Dec.I was advised this could be done and was asked to complete a form in respect of this which I did straight away.
Since then and despite numerous e mails I have still had no further contact.
Phoning the company just results in been put on hold and despite been told to hold for someone that someone never answers.
Looking at other reviews I seem to be among many having the same issues.
4 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon C Peake,
Thank you for your review.
I do apologise that you haven't received any information regarding your return request and I understand your frustration with this.
From looking into your account I can see that this has now been put through as a return for you and you should now have an email in your inbox explaining this process. Once we have the handset back it can take 5-7 working days for this to be all disconnected and cancelled, and we will email you when this has been done.
My apologies again for this inconvenience, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Very Concerning..
I placed an order with this company SPC-00265722 - and have received no email confirming the order. Slightly concerned as I have seen numerous reviews with people having the same experience. . There is no way to contact the company or any way to get an update or cancel the order. Very concerning. They have taken the upfront cost out of my bank account...
Update - I was immediately contacted by SmartPhone Company following this review, asking for additional info. Hoping this will be sorted out soon.
Update - despite resending my documents through and speaking with an agent who advised the phone would be shipped ..after waiting 3 days nothing. I called back ( 35 min wait) to be advised that following their internal security checks my order was canceled. Chasing for upfront costs to be refunded...not too confident this will happen anytime soon.
Anyway...what a complete waste of my time -
I would avoid this company as suspect they are short-staffed and are simply trying to make as much ££ over Xmas period.
4 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Jon Dixon,
Thank you for your review.
I do apologise that you haven't received an order confirmation email and I understand your frustration with this.
From looking into your account I can see that we require some additional information from you in order to progress with your order. I will be in contact shortly to provide you further information on this.
My apologies again for this inconvenience, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
TERRIBLE TERRIBLE TERRIBLE.
TERRIBLE TERRIBLE TERRIBLE.
firstly cannot log onto account as the email i provided when setting up the account is unrecognised.
secondly cannot claim my cashback!! when i try it says my order reference is incorrect!!
These two issues wouldnt be a problem normally if i could only get through to customer service to get them resolved but unsure if they actually exist after being on hold for over an hour on two seperate occasions
Seems to me that they offer these cashback deals to entice you in then make it impossible to actually claim!!!!
spc-00259556
4 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Craig Mead,
Thank you for your review.
I do apologise that you've struggled to get through to us and I appreciate your frustration with this.
Our log in system is down at the moment which I do apologise for, however, we are working extremely hard to get this back up as soon as possible.
You won't need to log in to claim your cashback, you can fill out the form directly in the 'Help' section of our website. Please ensure there are no spaces before or after the order number at that 'SPC-' is in capital letters.
My apologies again for this delay, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
SPC-00265040 - ordered on the 22nd November still no phone.
SPC-00265040 this is becoming a joke. No account details. No emails from the company. I get a text saying my deliver date was pushed back a week. Then get another saying the 2nd December for delivery. Now the 3rd and no delivery. No way of contacting cue to ridiculous wait times and live chat feature they brag about isnt visible on website. Truly truly disappointed in the service provided.
Please resolve and deliver my phone before this matter is taken to the next stage.
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Jordan Forrest,
Thank you for your review.
I do apologise that you've struggled to get through to us and I appreciate your frustration with this.
From looking into your account I can see that you had selected a handset which has been out of stock, however, I am pleased to see that this has come in today and therefore been dispatched to you in next day delivery. You should receive a tracking number via text shortly.
My apologies again for this delay, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Is a good company and reliable.
3 December 2019
Unprompted review
Fraudsters
Got declined for no reason what so ever, new contact was actually half the price I am currently paying so no issues with paying. They have taken £25 deposit which was meant to be refunded 3-5 days. I have now waited 12 days and no sign, absolute con website! And low and behold no answer from customer service despite ringing numerous times! Is this the only way they reply??
SPC-00264946
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Rachel,
Thank you for your review.
I do apologise that you've struggled to get through to us and I appreciate your frustration with this.
From looking into your account I can see that your order has been declined by the network and therefore this should have been refunded within 3-5 working days. I will be in contact shortly to hopefully get this resolved for you.
My apologies again for this inconvenience, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Order SPC-00265357
Order SPC-00265357
After placing an order on 26th November, I was asked to ensure that the billing address I entered reflected the address on my existingo2 account. As we have recently moved, I called o2 who updated my details immediately.
Despite a number of phone calls (hanging on the line for in excess of an hour at a time without being picked up), 20+ emails, Facebook Messenger and Twitter messages, the company have not had the courtesy to return my messages or pick up the phone as I am desperately trying to establish whether my order will progress.
What an absolute shambles.
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Chapster10,
Thank you for your review.
I do apologise that you've struggled to get through to us and I appreciate your frustration with this.
From looking into your account I can see that the address update is now complete so I have chased this with my connections team to get this processed as quickly as possible for you. My sincere apologies again for the delay with this.
If you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Non existent customer service
Update 27 December: I’m still waiting for a refund of the upfront payment that I made, for a phone I’ve never received. Please advise when I will receive it??
Emma, I have already replied to your response to my previous review with the exact same information, and received no further communication from you?? I also notice that you have now taken money from my account, which is worrying since I have had no further assistance with my order, and can’t log in to track it either??
Still haven’t managed to get through to anyone regarding this issue, just automated reply in the phone and really unhelpful emails from 3 different people who never get back to me or follow anything up. Complete disgrace.
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon N Doyle,
Thank you for your review.
I do apologise that you've struggled to get through to us and I appreciate your frustration with this.
Could you please respond to my message with your order number so that I can have a look into your account and hopefully be able to provide you with assistance?
My apologies again for this delay, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Struggling to get in touch like many
Struggling to get in touch like many. Ref SPC-00265753
Placed order on 2/12/19, no email to set up an account, but an email saying I have left something in my basket. Since this I have had a text asking to supply further information and to log into my acccount. Erm can't do this as no account!! Absolutely ridiculous call waiting, over an hour and no pick up! Shocking service and no doubt will be as bad when my cashback deal is due to be paid!
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Nikki,
Thank you for your review.
I do apologise that there has been a delay getting through to us and that you haven't been able to log in to track your order.
From looking into your account I can see that we require some additional information in order to progress with your order. I will be in contact shortly to provide you with further detail on this so that we can move your order forward.
My apologies again for this inconvenience, however, if you do have any further queries then please don't hesitate to contact us again.
Many thanks,
Emma
Unable to cancel order - SPC-00265554
Have not had a good experience with this company and as result have had to order another phone from a different company. I am now trying to cancel my order but unable to do this on the website. Have had no response via email or social media and unable to get through by phone (been on hold for hours).
Please can someone contact me to cancel my order.
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Hannah,
Thank you for your review.
I do apologise that your experience hasn't been to the standard we would usually expect and I appreciate your frustration with this.
From looking into your account I can see that this has now all been cancelled for you and you should therefore receive an email shortly confirming this.
My apologies again for this inconvenience, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Quick and reliable 👏
3 December 2019
Unprompted review
I ordered my phone on the 18th...
I ordered my phone on the 18th of November and it’s still not here, there’s no way to cancel the phone coming and there’s no one I can get in touch with about it. The expected delivery date has changed 3 times altogether and I have been waiting 15 days for my phone that I needed last week.
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Ben,
Thank you for your review.
I do apologise that your delivery date has changed numerous times and I appreciate your frustration with this.
Could you please respond to my message with your order number so that I can have a look into your account and hopefully be able to provide you with an update on this?
My apologies again for this delay, however, if you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
order number : SPC-00265740! Heard nothing after that
order number : SPC-00265740
This looks like the only place to get a response from the company which is worrying. Could I get a response regarding the above order? I placed the order on Friday and apart from one email saying the order has been placed I've received nothing else. Your website says that I should have received an email asking me to reset my password which I haven't so have gone on and clicked forgotten password and all I receive is an email stating I have an item in my basket. I have then tried calling with your auto response saying use the online chat which is not visible on your website. I understand your busy but there must be staff that can deal with these orders. Also your website has various issues as mentioned above that need dealing with
3 December 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Raj,
Thank you for your review.
I do apologise that you haven't had any updates on your order and I appreciate your frustration with this.
From looking into your account I can see that your application for a contract has actually been declined by the network. As this has come from them directly we are unable to see a reason behind this, however, if you contact them, they will be able to provide you with a reason for this cancellation. My apologies that you haven't received any updates about this.
If you require any further assistance then please don't hesitate to contact us again.
Many thanks,
Emma
Being ignored again they don’t care
I placed a negative review they quickly wanted my details I though hmmm maybe they do care two days later and no call or email what a joke I’m not the only person having these issues the phone was a present for my daughter thanks for making a pleasurable opportunity stressful
I have now bought a phone from another company and there’s a surprise there is no facility on there website for cancelling an order completely unacceptable worst company I have ever dealt with
2 December 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon Richard.
Thank you for your review.
I am sorry to hear that you experience with us did not meet the standard you required, I can sympathise with your concern on this matter and I sincerely apologise for any inconvenience caused.
Our goals is to continue supplying a fantastic customers services which we have set for so many years, whilst I understand that this was not the case in this occasion I can assure you that we are working to rectify any fault on our part as we take our customer concern very seriously.
Regarding the information we may have requested from you, as a company that takes all customer personal information very serious we would only require these information as part of our data protection procedures.
Can you reply to my message with your order number to enable me to access your account and look into your query.
Kind regards
Souley
Poor
Purchased new contract on Saturday, delivery was supposed to be next day, didn't turn up, no explanation,Monday, still hasn't arrived, called, they have disabled all ways to contact the as they say they are too busy because of Black Friday - so no way of finding out if and when will get the new phone
2 December 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon SamCC.
Thank you for your review.
I am sorry for any inconvenience caused during this black Friday weekend as our lines were closed, I can understand your frustration on this matter.
Although our call line were closed since Friday we informed all our customer via our website that our live chat was opened, additionally our social media platform was also opened.
Whilst I can understand that this is not the response and procedures you were expecting from us; I can assure you that we are working extremely hard to supply enough update to all our customers as soon as possible. We have had so many orders which are still being processed due to the high volumes of orders we have had.
Can you please reply to my message with your order number to enable me to access your account so that I can contact you and provide you an update on your order.
Kind regards
Souley
Order SPC-00265609
Order SPC-00265609
This looks like the only place to get a response from the company which is worrying. Could I get a response regarding the above order? I placed the order on Friday and apart from one email saying the order has been placed I've received nothing else. Your website says that I should have received an email asking me to reset my password which I haven't so have gone on and clicked forgotten password and all I receive is an email stating I have an item in my basket. I have then tried calling with your auto response saying use the online chat which is not visible on your website. I understand your busy but there must be staff that can deal with these orders. Also your website has various issues as mentioned above that need dealing with.
Thanks in advance
Ash
2 December 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon Ashley.
Thank you for your review.
I am sorry to discover the disruption you have faced with your order and for the fact that you were unable to interact with us over the phone lines, I can understand your disappointment.
Our lines were closed from black Friday weekend and have been opened since 8 am this morning.
Whilst I understand that this is not very pleasing; as you were not supplied enough update since you placed the order; I can assure you that we are aware of the issue this has caused and we are working to rectify the issues; as this does snot meet the high standards we have set as a company.
Having fully accessed your account I can see that we have requested proof of ID, I will contact you to supply all these information.
Kind regards
Souley
New Order - SPC - 00265507
I ordered a phone on Friday from this site and have had no communication other than the original email to say the order had been placed, I would be nice if I could get some sort of update - all these negative reviews are making me very worried about my order as it's for my sons Christmas, not sure whether I should cancel and go elsewhere??
2 December 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon Sandra.
Thank you for your review.
I am sorry to discover that you have not been able to get further update from us, I can understand your concern.
Whilst I understand that this is not what you expected from us and this is not our usual higher standard that we have set. I would like to once again apologise for the inconvenience that this has caused, and I can assure you that it is not within our intention to not update our customers once they have placed an order.
Having accessed your account I can see that your contract was accepted by the network and was also approved by us after you met all the terms and condition, additionally your order is currently on pending stock because we do not have the device you have ordered in stock at this moment.
However as we are provided new stock report and devices every week, once we will be provided an abundance of handset we will notify you on the delivery process which will be followed with the tracking number.
I will contact you shortly to supply you all the update.
Kind regards
Souley
I have tried to contact the company .....
I have tried to contact the company several times as they e mailed requiring further details to which the site is not letting me update and as per some other reviews I’ve read I have had no response which is very frustrating. I have been a loyal customer for nearly 4 years and recommended others and after this experience I will be taking my business elsewhere. I feel in absolute limbo I don’t know if I will receive a phone or not and reluctant to get a phone/ deal elsewhere until I know as I don’t want the inconvenience of having to return a phone/ NTU a contract.
Order SPC-00265646
2 December 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon Laura.
Thank you for your review.
I am sorry for to hear that you were unable to interact with us through our telephones lines , I can sympathise with your concern.
Our call lines were closed throughout this black Friday weekend and are finally opened today; I am sorry for any inconvenience this may have caused.
Having accessed your account I can see that we have requested a proof of ID , which can also be submitted via our ID email, I will contact you shortly to supply all these information.
Kind regards
Souley
Fraud of a company with no cancellation options even when you do not recieve your phone!!!!!!
Yet again they have changed the expected delievry date of my phone, however now it is just a TBC- Cannot get hold of anyone on the phone or the messagning service. The only reply is when i have wrote a review on here yet that was to no avail as im no closer to receiving this phone.
I needed this phone this week as i am going to out of the country so am unable to return/receiev if it came any later..
Please just let me cancel my order so i can go with a reputable company where you actually have customer serivce and receiev your goods.
This company is a fraud and im now waiting to hear how trading standards are goign to progress.
AVOID AT ALL COSTS
2 December 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon Corrinestevenson
Thank you for your review.
I am sorry to hear of the disruption you have faced while placing an order with us, additionally I am also sorry that we were unable to deliver your device in time. I can appreciate your frustration on this matter.
We are sometimes faced with a shortage industry issues on stock; because once we do not have enough devices within our stocks we are unable to process delivery.
I can also assure you that our management team work extremely hard every week to make sure that the manufacture are providing us an abundance of handset so that we can process most of our deliveries. Whilst I can understand that this is not very satisfying considering you are yet to receive your device, we are everyday in communication with the manufacture who provides us dates into which handset are sent to us so that we can proceed with delivery.
TBC stands for date to be confirmed; this is based on our delivery and stock unavailability; it means that if we are not yet provided a date which device will be deliver to our stock we have to wait for further new stock reports which are given to us everyday.
Finally our lines are now open, as they were closed during this black Friday weekend, can you please reply to my message with your order number so that I ca access your account and contact you to address the issue with you.
Kind regards
Souley
I ordered it one night and it arrived…
I ordered it one night and it arrived within 2 day excellent service
30 November 2019
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.