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.
Don’t bother
Don’t bother, would not recommend. It is just a time wasting company.
30 November 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Connor,
Thank you for your review.
I do apologise that your experience hasn't met the usual high standard we would expect and for any inconvenience this has caused.
Could you please respond to my message with your order number and any issues you have faced with your order so that I can look into resolving these for you.
My apologies again that your experience hasn't been to the standard we would expect, however, if you have any other queries then please don't hesitate to contact us again.
Many thanks,
Emma
Avoid poor customer service, cannot get in touch
Trying to return a phone, cannot get through to anyone. Very poor customer service.
30 November 2019
Unprompted review
Reply from Smartphonecompany
Good Morning Michelle,
Thank you for your review.
I do apologise that you have faced some issues getting through to us and I appreciate your frustration with this.
From looking into your account I can see that we have emailed you some information in regards to the return. If you would like to review this we can get the return process started as quickly as possible for you.
My apologies again that your experience hasn't been to the standard we would expect, however, if you have any other queries then please don't hesitate to contact us again.
Many thanks,
Emma
Worst website for buying a…
Worst website for buying a phone...placed an order and after reading awful reviews I decided to cancel it. But they have completely closed off all contact through phone so there is no way to cancel! Absolute joke, don’t go near
29 November 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Chris Allen,
Thank you for your review.
I do apologise that you have faced some issues getting through to us and I appreciate your frustration with this.
If you would like to respond to my message with your order number I will look into this for you and assist you with any issues you may have.
My apologies again that your experience hasn't been to the standard we would expect, however, if you have any other queries then please don't hesitate to contact us again.
Many thanks,
Emma
Absolute joke
Absolute joke. Ordered my phone about two weeks ago and they just keep extending the delivery date each day to a day after and then the day after. Id much rather they had stated the honest delivery date. Now its changed so I have none at all.
Customer service is a joke, all I want to do now is cancel my order so I can go elsewhere as had no phone for two weeks. But can I hell get through to them on the phone, they've got no email or anything.only option is to sit on the phone for hours and hours and still not get through.
So angry, not touching this company with a barge pole ever again - I should have checked the reviews before ordering!
28 November 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon Alexandra.
Thank you for your review.
I am sorry for the inconvenience you have faced, I can sympathise with your concern on this matter.
I would like to apologise once gain for the delivery delay, whilst I can understand that this has prompted further frustration on your side; I can assure you that we are working hard to make sure that all orders are delivered as soon as possible to avoid further delays.
This is an industry shortage issue which our management team are working extremely hard to make sure that we are supplied an abundance of handset so that we can process all pending stocks orders.
As we are approaching a very busy period of the year with black Friday coming this week-end our calls volumes have extremely increased; leading up to us having too many calls on the queue; once gain I am sorry that you were unable to speak to one of our agents over the phone.
We also have other communication platform where you can interact with our customers services agents; through our social media platforms on Facebook and twitter; additionally you can also use our Live chat by inserting an order into the basket and the chat will automatically appear.
Finally Can you please reply to my message with your order number to enable me to access your account and address the issue for you.
Kind regards
Souley
Have been trying all week to get…
Have been trying all week to get through on the phone line but after 30 minutes each time still no answer.
Have tried several times to order online but the same page keeps coming up and unable to get any further forward on the TWO phones I wanted to order.
so very frustrating!
28 November 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Suzann,
Thank you for your review.
I do apologise that you have faced some issues getting through to us and I appreciate your frustration with this.
Due to the high levels of traffic on our website we are experiencing some issues when customers are trying to place an order. If you would like to respond to my message with your details and a contact number, I can arrange for someone to call you to help place these orders for you.
My apologies again that your experience hasn't been to the standard we would expect, however, if you have any other queries then please don't hesitate to contact us again.
Many thanks,
Emma
Reply from Smartphonecompany
Good Afternoon jdszx gfhvb,
Thank you for your review.
I do apologise that you have faced some issues getting through to us and I appreciate your frustration with this.
Could you please respond to my message with your order number and further detail into any issues you have and I would be more than happy to help you with this.
My apologies again that your experience hasn't been to the standard we would expect, however, if you have any other queries then please don't hesitate to contact us again.
Many thanks,
Emma
Were Good now (was bad) now mediocre
Used in past and were great. Trying to get a hold of them now is unreal, 4 hours spent on hold. Terrible service. Ordered 4 new phones on contract. Sent info as required, then they cancel 2 orders for security reasons. Am expecting other phones to be cancelled as well. I reckon they don't have the phones.
UPDATE: 2 phones came, thank you for the quick service, stars up to 4. Tried ordering again, they say provider cancelled. But after talking to provider, they did not cancel and have no details of the order. Tried again, same thing. Back down, 3 stars this time.
25 November 2019
Unprompted review
Beware if you use this company
Beware if you use this company and aren't accepted for a phone that there was an upfront cost for, you will not get your money back for a long time! It was the week before last that I've been waiting for, with the refund date getting longer each time.
I would strongly advise to avoid this company at all costs - They are NOT trustworthy.
23 November 2019
Unprompted review
Reply from Smartphonecompany
Good afternoon,
Thank you for your review.
I apologise for the delay you have faced with regards to your shadow payment. This money has effectively not been taken by us and is in sitting in your pending transactions. It will drop back into your available balance or you can contact your bank and ask them to release it.
I have raised this with our support team to see if there is a delay with shadow payment refunds but you should receive that shortly.
Kind regards,
Erin
I've not received my handsets (2) yet…
I've not received my (2) handsets yet and I'm already worried about the cashback deal having read the reviews.....
surely they give you a date for when you should clam your cashback??
if this isn't the case, I will cancel the deal now to save them wasting my time.
****Current Status**** 4 x 3-hour phone calls to cancel this order and still no answer!!! I requested an online cancelation and what online help? you only give a phone No to contact you!!! DO NOT USE!!!!!!!!!!!
22 November 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon,
Thank you for your review.
Cashback can be claimed on your 6th, 9th, 12th, 15th and 18th billing months by filling out the cashback form that's on our website. Once a successful claim has been made we will pay the instalment directly into your bank account. There is a 2 month (60 day) time frame for you to claim in each window.
I am very sorry that you have not received your orders yet, could you please respond to my message with you order number so that I can look into your orders for you?
If you have any further queries then please don't hesitate to contact us again.
Many thanks,
Alex
Got declined on the phone i want and…
Got declined on the phone i want and need a phone asap this is a joke its not like im not going pay its all in my name and my own bank card its a joke i got declined and in my address 😂
20 November 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon,
Thank you for your review.
I do apologise that you haven't been successful in getting a contract from us and any inconvenience this has caused.
If an order is cancelled by the network, whilst we can't see a specific reason behind this, if you contact them directly they will be able to provide you with this. My apologies again for the inconvenience caused by this and I understand your frustration.
You are more than welcome to try and replace the order with a different network to see if this goes through for a second time.
If you have any further queries then please don't hesitate to contact us again.
Many thanks,
Emma
Came next day after ordering
Came next day after ordering, had no problems, phone looks great, great deal
16 November 2019
Unprompted review
Time wasters
Time wasters. Advertise a phone deal , take a small deposit , cancel your deal without explanation and then say it will take 2-5 days to return the money.
With regards to their update below...I emailed them but suffice to say, I heard nothing back. More time wasting.
13 November 2019
Unprompted review
Reply from Smartphonecompany
Good Morning David,
Thank you for you review.
I do apologise that your application for a contract has been declined and the refund has taken longer than expected.
If a contract is cancelled or declined before dispatch then the £2.50 shadow payment along with any upfront costs will be refunded within 3-5 working days.
Could you please respond to my message with you order number so that I can look into your account, and see if I can provide you with an explanation of the cancellation.
If you have any further queries then please don't hesitate to contact us again.
Many thanks,
Emma
Amazing service
Amazing service, great deal, quick delivery absolutely zero problems. Highly recommended, I will be using this service again!
13 November 2019
Unprompted review
Excellent service quick delivery
12 November 2019
Unprompted review
Shocking customer service!!!
I have replied with my order number but they still dont bother to reply.
If you need any after sale customer service is absolutely socking!!!
If you buy something from them and are promised Cashback just do yourself a favor and NOT bother to buy from them
UPDATE: Please filter the reviews by "1 star" and you will see how many other people have issues claiming their cashback. They are scamming people into thinking they get cashback
11 November 2019
Unprompted review
Reply from Smartphonecompany
Good Afternoon Irina,
Thank you for your review.
I do apologise for the delay on a response to get this issue resolved.
I have just emailed you with details on the cashback on your order which I hope clears up any concerns.
If you have any further queries then please don't hesitate to contact us again.
Many thanks,
Emma
Found the cheapest service here
Found the cheapest service here, good deals.
11 November 2019
Unprompted review
Well done for getting me my deal
Well done for getting me my deal . Thanks so much Smartphone defo recommend .
9 November 2019
Unprompted review
Really good company
4 November 2019
Unprompted review
Excellent experience all round
Excellent experience all round , fast, thorough delivery service , kept me up to spec from start right through to delivery. Thankyou , it was a pleasure.
25 October 2019
Unprompted review
Excellent service
Excellent service , quick and smooth hassle free process.
24 October 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.