Brilliant service , phone in mint condition as described . Was a bit apprehensive about buying refurbished but took the plunge and am very impressed with both purchase and seller . Highly recommend .... 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
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Absolutely seamless service. Ordered phone late on Friday, received it Sunday & for a refurbished phone it is virtually immaculate. Sent my old handset in on Monday paid out on Tuesday for exactly w... See more
Company replied
Very positive buying experience. Fair price, efficient delivery using excellent packaging. Clear communication. Phone appears to be near perfect so very happy with the condition. I would use them aga... See more
Company replied
⭐⭐⭐⭐⭐ Absolutely fantastic service from The Big Phone Store! From start to finish, everything was smooth, straightforward and professional. The team were friendly, helpful and kept me informed... See more
Company replied
Company details
- #6 of 74 best companies in Mobile Phone Shop
- #8 of 49 best companies in Mobile Phone Accessory Shop
- #3 of 24 best companies in Cell phone recycling and unlocking service
- #27 of 82 best companies in Computer Shop
- #61 of 188 best companies in Electronics store
- #9 of 28 best companies in Recycling centre
About The Big Phone Store
Written by the company
Useful Links
Trusted Expertise Since 1999
At The Big Phone Store, we’ve spent over 25 years perfecting mobile refurbishment. As pioneers in the industry with one of Europe’s largest dedicated showrooms, we don't just sell phones—we restore them to their full potential. Every device in our inventory is physically in stock and rigorously prepared by our in-house specialists, ensuring the tech in your hand feels as good as new.
Our commitment to excellence was recently recognised at the Mobile News Awards 2026, where we were honoured with Best Customer Service (Consumer) and named as finalists for both Best Trade-In and Best Refurbishment Programme.
The Big Phone Store Promise
Comprehensive Protection: 12-month warranty included, with extended coverage options up to a lifetime guarantee.
Battery Excellence: Up to 100% bettery health, guaranteed 85%+ on all phones (100%+ on 'Like New' Mobiles).
Seamless Delivery: Fast, free shipping to suit your schedule.
Risk-Free Shopping: 45-day returns policy for total peace of mind.
Rigorous Testing: A 90-point diagnostic check on every single handset.
Total Freedom: Every device is unlocked and ready for any SIM.
Honesty First: A transparent trade-in policy with assessments completed within 48 hours and 98% accurate quote.
Award-Winning Support: Direct access to the UK’s leading customer service team.
A Smarter, Greener Way to Upgrade
Experience flagship performance without the flagship price tag or the burden of a long-term contract. By choosing refurbished, you are getting a device that has been meticulously restored—from battery efficiency to camera clarity. You simply choose the cosmetic grade that fits your budget; the internal performance is guaranteed across the board.
Personalised Support
Not sure which model is right for you? Our experts are available via WhatsApp to provide tailored recommendations. Whether you're a professional needing productivity tools or a photographer looking for the best lens, we’ll help you find your perfect match.
Our Promise to you
Written by the company
- Our Honesty Promise - Committed to Transparency
- Your trade-in quote is guaranteed as long as the details you give match the device we receive. No surprises. No down-pricing tactics. You get a fair, locked-in price every time.
- Our Environmental Promise - Committed to Sustainability
- Your device comes from a business committed to a sustainable workplace. Refurbishing, solar-powered operations, recycled packaging and responsible recycling are standard parts of how we work.
Our Quality Guarantee- Committed to Excellence
Phones that Keep You Connected
Contact info
Units 7-9 Wednesfield Business Park, Waddens Brook Lane, WV11 3SF, Wednesfield, United Kingdom
- 01902 256 300
- info@thebigphonestore.co.uk
- www.thebigphonestore.co.uk
4.8
Excellent
5k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent service and a great phone.
I always buy refurbished 'like new'. It's a no-brainer to be honest if you are not tied into a phone purchase contract. I was looking for an IP14 as I wanted to keep the lightning cable, not the new 'C'.
I did a lot of searching and TBPS were not actually the cheapest (still a very good price) but I was very impressed by their customer service reviews and the fact, that any issues were seemingly quickly dealt with by real people.
The IP14 arrived the next day, was 'like new', though it went straight into a case and had a stated battery capacity at 100%. It even had a glass screen protector already perfectly fitted, which saved a fiddly job. It just looks, feels and runs like a new iPhone.
So, 10/10 to TBPS, one very happy customer.
20 August 2026
Unprompted review
Reply from The Big Phone Store
Hi Mr. Reeve,
Thank you for your review.
It's great to hear you chose a refurbished 'Like New' device and that it arrived looking and feeling like a new iPhone. You chose well. We work hard to ensure our refurbished phones perform at their best. While we guarantee a minimum of 85%+ battery health with all our devices, it's always excellent when they come in at 100%.
We're also glad the pre-fitted screen protector saved you some hassle.
You mentioned you picked us because of our customer service reviews, even if we weren't the absolute cheapest. We appreciate you trusting us. We focus on providing high quality and responsive support, which gives you the best value over time.
You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
Don’t let your old phone sit in a drawer. Send it to us, working or not, using the packaging your new phone arrived in. Full instructions are included with your purchase.
Many Thanks,
Charlie The Big Phone Store Team
Came here to get phones for the kids…
Came here to get phones for the kids and had a really great experience. We got a fantastic price, and the person who helped us was very knowledgeable and took the time to explain which phones would be best for them as their first phones. Really helpful, friendly service and would definitely recommend
27 August 2026
Unprompted review
Reply from The Big Phone Store
Hi Jay,
Thank you for your review.
It's great to hear you had such a fantastic experience getting phones for your kids. We're really pleased our team could help you find the best first phones for them, and that you found our service so knowledgeable and friendly. We pride ourselves on offering great value and expert advice to every customer.
You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
Thanks for choosing The Big Phone Store. Don’t forget you can send us your old phone too, working or not. Everything you need to know is included with your purchase, and you can reuse the packaging.
Kind Regards,
Ben The Big Phone Store Team
Excellent Refurbished Pixel 8 Pro
Bought a Pixel 8 Pro from them. It came in better condition than advertised. They will put in a brand new battery for not much money. This is a game changer for buying a refurbished phone! Very pleased so far and I plan to use them again soon.
10 August 2026
Reply from The Big Phone Store
Hi Frank,
Thank you for your review.
It's great to hear your Pixel 8 Pro arrived in such excellent condition, even though it wasn't a 'Pristine' grade. We test every device thoroughly, so you always get a fully functional phone, no matter its cosmetic condition.
We know how important battery performance is. That's why we guarantee a minimum of 85% battery health on all our refurbished devices. Plus, you can upgrade to a brand-new battery at cost price, giving you even more peace of mind and longevity.
We appreciate you planning to use us again soon!
Turn your old phone into cash instead of leaving it in a drawer. We take phones working or not. Follow the instructions with your order and reuse the packaging to send yours back.
Many Thanks,
Charlie The Big Phone Store Team
Reply from The Big Phone Store
Hi Nick,
Thank you for your feedback.
It's great to hear your phone was exactly as described, even at the lowest cosmetic grade. We work hard to make sure our grading is accurate, and all our devices are fully functional regardless of their cosmetic condition. This means you always get a great working phone, no matter the grade you choose.
We love hearing that customers are happy with their purchases. Building this trust is really important to us.
Finished with your old phone? Send it our way. Working, faulty or damaged, we’re interested. Your purchase includes instructions, and you can reuse the packaging to send it back.
Kind Regards,
Ben The Big Phone Store Team
Phone was in better condition expected…
Phone was in better condition expected and battery life still above 85%.
20 August 2026
Reply from The Big Phone Store
Thanks for your feedback, Simon.
It's great to hear your phone was in even better condition than you expected. We work hard to grade our devices accurately, so it’s always a win when we exceed expectations.
We also guarantee a minimum of 85%+ battery health on all our refurbished devices. We know good battery performance is really important, and we're glad yours is performing well.
You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
One more thing, don’t forget your old phone! We buy phones working or not. Simply follow the instructions included with your order and send it back using the same packaging.
Warm Wishes,
Cassandra The Big Phone Store Team
Reply from The Big Phone Store
Hi Dominic,
Thank you for your review. It's great to hear that we paid the price we quoted for your trade-in.
We know it can be frustrating when trade-in prices change unexpectedly, so we work hard to avoid that. We guarantee the price we offer, as long as the device is described accurately. This means no nasty surprises and you get the full amount we promise.
For any future trade-ins, you can visit https://www.thebigphonestore.co.uk/trade-ins/sell-my-phone to see our buying catalogue.
Kind Regards,
Ben The Big Phone Store Team
I was looking for a replacement phone…
I was looking for a replacement phone on a budget and found exactly what I needed.first time using this company so was dubious at first but after reading other reviews decided to order.Phone arrived the next day. Was described as in '-Pristine ' condition and it is it looks brand new.very pleased.Thankyou all
26 August 2026
Reply from The Big Phone Store
Hi Lisa,
Thank you for your review. It's great you found the phone you needed on a budget. I understand you were a bit dubious since it was your first time using us, so it's brilliant that our reviews gave you the confidence to order.
We're happy your phone arrived the next day. We dispatch orders placed before 3:30 p.m. on weekdays the same day, so you get your new tech quickly.
It's fantastic that your 'Pristine' phone looks brand new. We grade our refurbished phones purely on cosmetic condition. 'Pristine' means very light signs of use, so it's great it exceeded your expectations.
You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
One more thing, don’t forget your old phone! We buy phones working or not. Simply follow the instructions included with your order and send it back using the same packaging.
Kind Regards,
Ben The Big Phone Store Team
The phone
The phone, with a USB lead, arrived safely, and quickly, having ben ordered one day, it arrived the next. There has been a successful transfer of data from the old phone to this new (refurbished) one.
11 August 2026
Reply from The Big Phone Store
Hi J Douglas,
Thank you for your review. It's fantastic that your phone arrived so quickly and that you had a smooth data transfer from your old device.
We know how important it is to get your new tech fast. That's why we dispatch orders placed before 3:30 p.m. on weekdays the same day. It's also great to hear everything is working well. We put all our refurbished devices through extensive certified checks to make sure they are 100% functional, so you can start using them right away.
You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
Best Regards,
Elizabeth The Big Phone Store Team
Great service great product and price…
Great service great product and price this is my second phone from these guys have told friends and family about the company I’m sure they will be purchasing products soon.
26 August 2026
Reply from The Big Phone Store
Hi Andrew Prime,
Thank you for your fantastic review. It's brilliant to hear that this is your second phone from us, and that you've been so happy with our service, product, and price.
We really appreciate customers like you who trust us enough to come back. We put a lot of effort into making sure our refurbished products are top-notch, with rigorous in-house testing and the highest quality parts.
And hearing that you're recommending us to your friends and family is honestly the best compliment we can get. We love that our customers spread the word about us.
Many Thanks,
Charlie The Big Phone Store Team
Great service and promptly dispatched…
Great service and promptly dispatched but the phone I purchased was labelled and priced as Pristine. Yet there are two scratches (one around 0.75cm) on one of the camera lenses. Whilst it doesn't appear to affect photos I wouldn't class the phone as pristine.
25 August 2026
Reply from The Big Phone Store
We’re sorry to hear that your experience with us hasn’t met your expectations. Please reach out to us at info@thebigphonestore.co.uk, and one of our customer service representatives will be happy to assist you further.
Kind regards,
Customer Relations Team
The BIG Phone Store
Quick, secure and works brilliantly!
Phone came boxed, tidy and completely safe in brilliant packaging. The phone works a treat and I’m quite surprised with how good the phone is. I’m always skeptical with these kind of things but can’t fault you guys at all! Thanks and I’ll be using you again in the near future for a work phone.
12 August 2026
Reply from The Big Phone Store
Hi Danny,
Thanks so much for your review. It's great to hear that your phone arrived safely and that you're so happy with how well it works.
We know it's common to be a bit sceptical about refurbished tech, so it's brilliant to hear we've won you over! We put all our refurbished devices through extensive certified checks to make sure they're 100% functional, and we only use the highest quality parts.
You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
We really appreciate you trusting us, and we look forward to helping you with your new work phone soon!
Warm Regards,
Sarah, Customer Services @ The BIG Phone Store 😁
The big phone store delivered on time
The big phone store delivered on time, with a phone that is true to its description with a great battery.
Is everything I wanted from the purchase
25 August 2026
Reply from The Big Phone Store
Hello Mr Gordon,
Thank you for your fantastic review. We're so pleased to hear that your phone was delivered on time and exactly as described, and that you're enjoying a great battery.
We believe everyone should have great battery performance, which is why we guarantee a minimum of 85%+ battery health with all our refurbished devices. We pride ourselves on having one of the highest battery health guarantees in the industry.
Many Thanks,
Charlie The Big Phone Store Team
Phone as described.
18 August 2026
Reply from The Big Phone Store
Hi D. Riley,
Thank you for your review. We're happy to hear your phone was exactly as described. We work hard to ensure our grading system accurately reflects the cosmetic condition of every device, so you know just what to expect.
Kind Regards,
Ben The Big Phone Store Team
Reply from The Big Phone Store
Hi Terry,
Thank you for your fantastic review.
It's great to hear your iPhone was excellent. We put every refurbished device through extensive certified checks to make sure they are 100% functional, and we only use the highest quality parts in our refurbishments. We are also glad you had great service. Our in-house team handles all customer service directly, so you always get help from someone who knows our products inside out.
Many Thanks,
Charlie The Big Phone Store Team
So far so good!
Had my phone for about a month now and so far so good. Bought an iPhone 13 in good condition and paid for a battery upgrade. The phone arrived as stated, signed for and well packaged and ahead of time expected.
Once opened I took photos of any damage (a few nicks around the edge casing of the phone)for future reference incase a fault appears. The screen seemed to be scratch free although one tiny scratch became apparent when the screen protector was put on but this was so tiny and out of the way that it was irrelevant. Also put an armoured case on it to protect the phone itself as I’m aware some warranties can be affected by damage that’s appeared after sale.
The battery holds good charge although I’m not sure if it’s new as within the settings it states used which I understand means has been installed in another phone.
The free months insurance offered had to be set up with a direct debit as a continuation insurance policy so not sure if that’s just a bit of a sales gimmick.
I decided to buy from this company as I always check negative reviews on Trustpilot and this was the only one that had responded to ALL negative reviews given and tried to resolve issues.
All in all I’m quite happy with it up to yet and would recommend and use again.
Thank you for your reply and clarifying the battery is new.
17 August 2026
Reply from The Big Phone Store
Hi Jane,
Thank you for your detailed review. I am happy to hear that your iPhone 13 arrived well-packaged, ahead of time, and in the "Good" cosmetic condition you expected, with only minor nicks on the casing. It sounds like you were very thorough checking it over.
We put a lot of care into our packaging and shipping, and we are glad it got to you quickly.
I understand your question about the battery status. If you paid for a brand-new battery upgrade, that is exactly what you received. Apple's software can sometimes show a message like 'used' or 'service' for a new battery if it wasn't the original one installed by Apple or fitted by an Apple Authorised Service Provider. This does not mean it is not a new battery; it means it is a high-quality, brand-new battery installed by our in-house experts for maximum performance.
It's also smart of you to use an armoured case. Our 12-month warranty covers any internal manufacturing faults, so protecting your phone from physical damage after purchase is a great idea.
Regarding the free month's insurance, this is a genuine introductory offer. Like many such offers, setting up a direct debit is typically required for the policy to continue after the free period, giving you the option to maintain coverage if you choose.
You have discovered one of the industry's best-kept secrets. We are not a massive household name yet, but we are proudly one of the highest-rated refurbished phone retailers in the UK. Your feedback about our response to negative reviews is something we take great pride in; we believe in honest communication and consistent quality. This has helped us build trust with many customers who now return and recommend us to family.
Many Thanks,
Charlie The Big Phone Store Team
Overall iphone 14 plus condition was…
Overall iphone 14 plus condition was very good but not pristine as described on the website. There are scratches on the camera lenses shield.
24 August 2026
Reply from The Big Phone Store
Hi Mohammad,
Thank you for your review.
I'm glad you found the overall condition of your iPhone 14 Plus to be very good. We work hard to ensure all our devices are thoroughly tested and in great working order before they reach you.
Please note that Pristine means that the device has micro imperfections. However, please feel free to send over pictures to either info@thebigphonestore.co.uk or 07708883000 and we review it for you.
We want you to be completely happy with the condition you receive.
We also have a 45-day, no-quibble return policy for a full refund if the device doesn't meet your expectations for its grade. We can help you with this.
Best Regards,
Elizabeth
The Big Phone Store Team
The phone is in perfect condition not a…
The phone is in perfect condition not a mark on it. The only thing is I wish the battery lasted for longer. Says the battery is 100 per cent but it doesn't last long if I use it had to phone doctor and it used so much battery I had to plug in charger while I was in the que
17 August 2026
Reply from The Big Phone Store
Hi Tina,
Thank you for your review. It's fantastic to hear that your phone arrived in perfect condition, not a mark on it! We put a lot of effort into our device grading and refurbishment process, so it's great to know this met your expectations.
Regarding the battery, a phone showing 100% battery health should certainly be able to comfortably handle a phone call without needing to be plugged into a charger. From what you've described, something doesn't sound quite right, and we'd really like the opportunity to look into this for you.
Please contact our customer service team at info@thebigphonestore.co.uk with your order details and let us know about the battery issue. Our team can go through some checks with you and advise on the next steps if required.
Customer satisfaction is extremely important to us, so we don't want you to feel that you simply have to put up with poor battery performance. Please get in touch and we'll be happy to help get this sorted for you.
Many Thanks,
Charlie The Big Phone Store Team
Very good service and phone works well…
Very good service and phone works well thank you
24 August 2026
Reply from The Big Phone Store
Hi Sally,
Thank you for your feedback. It's great to hear you had a very good experience with our service. We handle all customer service in-house with our UK team, and we always aim for everyone to be happy.
I'm also pleased your phone is working well. We put every refurbished device through extensive certified checks to make sure it's 100% functional, and we back that with a full 12-month warranty for your peace of mind.
Kind Regards,
Ben The Big Phone Store Team
Definitely recommend!
Item arrived promptly and is completely as described. I was a little nervous buying a refurbed phone off the internet and did a lot of shopping around. I am very pleased with the phone I purchased and service received and wouldn’t hesitate to Recommend
17 August 2026
Reply from The Big Phone Store
Hello Sarah,
Thank you for your fantastic review! It's great to know your phone arrived promptly and was exactly as described. We work hard to dispatch orders placed before 3:30 p.m. on weekdays the same day, and our detailed grading system helps make sure what you see is what you get.
We understand it can feel a bit nervous buying a refurbished phone online, especially when you've shopped around. You have discovered one of the industry's best-kept secrets. We are not well known, but we have the highest customer satisfaction rate, a very high product standard and this is all backed up by our amazing customer support team.
We are really pleased you are happy with your purchase and the service. Hearing you would recommend us is the best compliment.
Warm Regards,
Sarah, Customer Services @ The BIG Phone Store 😁
Good delivery time
Good delivery time, well packaged, ordered another phone from them after being so impressed by the first but was surprised by the differences given same condition picked and paid for
24 March 2026
Reply from The Big Phone Store
Hi Carey,
Thanks for your review. It's great to hear that you were pleased with the delivery time and packaging, and that your first purchase impressed you enough to order another phone from us. We really appreciate your continued trust.
I'm sorry to hear you were surprised by the cosmetic differences in your second device, even though you picked the same condition grade. It's true that our grades are purely about cosmetic appearance. Things like light signs of use can look a bit different from phone to phone, even within the same grade.
What's important is that every single device we sell, regardless of its cosmetic grade, goes through extensive certified checks. This means they are all 100% functional. We make sure of this every time.
If you are not happy with your second device for any reason, please reach out to our customer service team. We want you to be completely satisfied.
Kind Regards,
Ben The Big Phone Store Team
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.