The Big Phone Store Reviews 

Reply from The Big Phone Store

Updated Jul 28, 2026

Dear Leanne,

We’re very sorry that you haven’t received your phone, and we apologise on behalf of Royal Mail for the inconvenience caused.

Please be assured that your order was dispatched on time. We do not leave orders unshipped, and unfortunately, this appears to be one of the very rare occasions where an issue has occurred during transit. Out of the thousands of parcels we send, situations like this are extremely uncommon.

We are actively working with Royal Mail to gather more information and resolve this as quickly as possible. As soon as we receive an update, we’ll be in touch to discuss the next steps.

Thank you for your patience while we work to get this resolved.

Kind regards,
Customer Relations Team
The BIG Phone Store

Reply from The Big Phone Store

Jul 27, 2026

Hi there,

Thanks for your absolutely brilliant review! We are thrilled you took the time to share your experience selling your device with us.

It's understandable you hadn't heard of us before. We might not be a massive household name yet, but we're proudly one of the highest-rated refurbished phone retailers in the UK. Our rapid growth is really thanks to reviews like yours and customer word-of-mouth. We've been around since 1999 and run all our operations and customer service right here in the UK.

It's fantastic to hear you got 2.5 times more for your device, especially with the cracked back. We've built our trade-in system to give you a truly accurate price upfront, even for broken or faulty phones. We price based on what's actually wrong, so we often offer higher values than other services. This means no nasty surprises or last-minute reductions, which is exactly why we could pay you the full quoted amount, not a penny less.

We’re really pleased our free DPD collection and tracking worked so well for you. Getting paid the same day your device is assessed is standard for us. It's great our customer service team could help you quickly on Monday to ensure a smooth, prompt payout.

We truly appreciate you taking the time to write such a detailed review about your selling experience. You're right, there are lots of buying reviews, so this really helps others considering selling their devices to us. We love to hear you'll use us again!

For any future trade-ins, you can visit https://www.thebigphonestore.co.uk/trade-ins/sell-my-phone to see our buying catalogue.

Best Regards,
Elizabeth The Big Phone Store Team

Reply from The Big Phone Store

Jul 27, 2026

Hi Sanjeev,

Thanks for your fantastic review!

It's great to hear you've used us many times and always find our team helpful with great service. We're also glad you consistently get a good deal on our quality phones and watches.

We use the highest possible quality parts and put all our refurbished devices through extensive certified checks. This ensures they are 100% functional and helps us maintain those high standards. We always aim for competitive and fair prices without ever compromising on the quality you expect.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 27, 2026

Hi Jan,

Thanks for taking the time to leave us another review!

It's great to hear that you keep coming back to The Big Phone Store. We are really happy that every phone you've bought from us has been exactly as described in both appearance and how it performs. We put all our refurbished devices through extensive certified checks to make sure they are 100% functional, and we always use the highest possible quality parts in our refurbishments. We also guarantee a minimum of 85%+ battery health with all our refurbished devices, because we know how important that is to you.

We're also glad you find our prices better than other sellers. We always aim to offer competitive pricing without ever cutting corners on quality or support.

Warm Regards,
Sarah, Customer Services @ The BIG Phone Store 😁

Reply from The Big Phone Store

Jul 27, 2026

Hello Bob,

Thanks for your fantastic review!

We're really happy to hear you received a great item from us. We put all our refurbished devices through extensive certified checks to make sure they are 100% functional for you.

It's also good to know you appreciated our speedy service. We aim to get orders placed before 3:30 p.m. on weekdays dispatched the same day, with next working day delivery usually standard.

Enjoy your device!

Kind Regards,
Ben The Big Phone Store Team

Reply from The Big Phone Store

Jul 27, 2026

Hi Barry,

Thank you for leaving such a positive review.

It’s great to hear you found our website easy to use and that ordering was simple. We aim to make sure all the information you need is clear so you can choose the right phone for you.

We're also glad your delivery was quick and hassle-free. We dispatch orders placed before 3:30 p.m. on weekdays the same day, with next working day delivery as standard.

It's fantastic that you've used us twice and never had a problem. We believe in providing high-quality refurbished phones that you can rely on, backed by our rigorous testing and 12-month warranty.

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.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 27, 2026

Hello Laura,

Thank you for your review.

I'm glad you're happy with the "Very Good" condition of your phone, especially that the screen is perfect. Our 'Very Good' grade means there might be light signs of use on the body, and it's great a case covers this for you. We always make sure the screen is in excellent condition.

It's fantastic that you found it great value. We work hard to offer quality refurbished phones that perform just as well as new ones, but without the high price tag.

We love hearing that you'll never buy a new phone again! Many customers feel the same once they experience the quality and savings that come with our refurbished devices.

Kind Regards,
Ben The Big Phone Store Team

Reply from The Big Phone Store

Jul 26, 2026

Hi there,

Thanks so much for leaving your review. I'm really pleased to hear we could give you such a great experience after your previous disappointment with another refurbished seller.

It's fantastic that you found our WhatsApp channel helpful before you bought the phone. We pride ourselves on having a responsive, in-house customer service team.

I’m glad your iPhone 14 arrived in good condition, and that you're happy with the excellent battery life. We guarantee a minimum of 85% battery health on all our refurbished devices because we know how important it is.

It’s also great to hear the packaging was professional and that you appreciated the included charging cable. Every refurbished phone comes with a USB charging cable and SIM tool, designed to arrive safely in secure, reusable packaging.

You have discovered one of the industry's best-kept secrets. We might not be a massive household name yet, but we have a very high product standard and fantastic customer satisfaction, all backed by our amazing customer support team.

We hope your iPhone continues to work perfectly for you.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 26, 2026

Hi Pamela,

Thanks for taking the time to leave such a positive review!

It's great to hear your phone arrived in just two days. We aim for fast delivery by dispatching all orders placed before 3:30 p.m. on weekdays the very same day.

I'm also really pleased that your phone was in 'Pristine' condition and well packaged, exactly as we described. We grade our refurbished devices carefully based purely on cosmetic condition, but every single one is fully functional after extensive checks.

Your decision to upgrade to a new battery is a smart one. While all our refurbished devices come with a guaranteed minimum 85% battery health, you can always choose to upgrade to a brand-new battery at cost price for that extra peace of mind.

It's completely understandable to be sceptical about buying refurbished initially, so we are thrilled that you had such a good experience and would buy from us again. You've discovered one of the industry's best-kept secrets. We might not be a massive household name yet, but we have a very high product standard and fantastic customer satisfaction, all backed by our amazing customer support team.

Warm Wishes,
Cassandra The Big Phone Store Team

Reply from The Big Phone Store

Jul 26, 2026

Hi Peter,

Thank you for your fantastic review!

It's great to hear your iPhone arrived so quickly. We dispatch orders placed before 3:30 p.m. on weekdays the same day, so you get your device fast.

I’m also really pleased the phone’s condition was exactly what you expected. We grade our refurbished phones carefully on cosmetic condition, but every device is fully functional after extensive testing.

You even mentioned you'll be recommending us. Honestly, that's one of the best compliments we can get and means a lot to us.

It seems you have come across one of the industry's best-kept secrets. We might not be widely known yet, but we have a very high product standard and a fantastic customer satisfaction rate, all supported by our amazing customer support.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 25, 2026

Hi Dominic,

Thanks so much for leaving us a review. It’s fantastic to hear your phone arrived on time and was very well packaged.

We're especially happy you found the 'Very Good' condition device to be absolutely mint! We grade our refurbished phones purely on cosmetic appearance, but every device undergoes extensive certified checks to make sure it's 100% functional. It sounds like you got a real gem.

It's also great to know you found our price to be the best. We focus on quality-led pricing, ensuring you get a reliable device that has been lab-tested without cutting corners.

Warm Wishes,
Cassandra The Big Phone Store Team

Reply from The Big Phone Store

Jul 25, 2026

Hi Helen,

Thanks for your review. It's great to hear your phone arrived earlier than you expected.

We also appreciate you highlighting that the minimal cosmetic wear was a great trade-off for the price reduction. We grade our refurbished phones purely on their cosmetic condition, like 'Very Good' or 'Good'. But every single device is fully functional and undergoes rigorous testing. This lets you choose a phone that suits your budget without compromising on performance.

Kind Regards,
Ben The Big Phone Store Team

Reply from The Big Phone Store

Jul 24, 2026

Hi Terry,

Thanks for your excellent review. It's great to hear you had such a good experience with us.

We are really proud of our customer service. Our whole team handles everything from testing to support right here in-house to make sure you get the best experience.

We're also glad you love your iPhone. We only use the highest quality parts in our refurbishments and put every device through extensive certified checks. This means you get a phone that works perfectly every time.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 24, 2026

Hello Mrs Hance,

Thanks for your fantastic review!

It's wonderful to hear you found our service quick and efficient. We handle everything in-house, from testing to customer support, to make sure you get a smooth experience from start to finish.

We're delighted you're enjoying a great phone too. We put all our devices through rigorous certified checks and use high-quality parts because we want you to have a fully functional phone that performs reliably.

Best Regards,
Elizabeth The Big Phone Store Team

Reply from The Big Phone Store

Jul 24, 2026

Hi Peter,

Thanks for your great review!

It's excellent to hear that the 'Very Good' condition of your device was even better than you expected. We make sure all our refurbished phones go through extensive certified checks to ensure they are 100% functional, and the grade just refers to the cosmetic condition. We want you to be delighted with your purchase.

We're also glad you found the price good and that your delivery was prompt. We aim for same-day dispatch for orders placed before 3:30 p.m. on weekdays, with fast shipping so you get your tech quickly.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 24, 2026

Hi R Palmer,

Thank you for your fantastic review!

We are so pleased that your 'pristine' iPhone looks like new. We take pride in our grading system, which clearly outlines the cosmetic condition, and we're glad it met your expectations.

It’s great to hear about the fast delivery and communication too. We work hard to get your tech to you quickly and keep you updated.

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 your recommendation and look forward to helping you with your next phone!

Kind Regards,
Dee The Big Phone Store Team

Reply from The Big Phone Store

Jul 24, 2026

Dear Victoria,

We're sorry to hear you were disappointed with your purchase, however we'd like to clarify a few points.

Firstly, our "Very Good" grading relates solely to the cosmetic appearance of the device. It is not an indication of battery age, cycle count or internal component usage. Regardless of cosmetic grade, every device undergoes the same functional testing to ensure it is operating correctly before dispatch.

Battery health is measured by the iPhone's Battery Management System, which calculates the maximum capacity based on the battery's actual performance and condition. Cycle count alone does not determine battery health. While Apple designs many iPhone batteries to retain around 80% of their original capacity after approximately 500 full charge cycles under typical conditions, battery degradation is influenced by many factors including charging habits, temperature and usage patterns. It is therefore incorrect to state that a cycle count of 627 automatically means the battery health is 75–80%.

Your device reported 88% battery health, which exceeds our advertised minimum of 85%.

You are welcome to return the device for a full refund if you are not happy with it.

Kind Regards
Customer Relations Team
The BIG Phone Store

Reply from The Big Phone Store

Jul 23, 2026

Hi Graeme,

Thank you for your fantastic review!

It's brilliant to hear we paid the full amount we quoted you. We believe in honest payouts, and we design our trade-in system to avoid nasty surprises and guarantee the price we offer, as long as your device is described accurately. We also know getting paid quickly matters, so we make sure payouts are processed on the exact day we receive and process your device.

We appreciate you plan to use us again.

For any future trade-ins, you can visit https://www.thebigphonestore.co.uk/trade-ins/sell-my-phone to see our buying catalogue.

Warm Regards,
Sarah, Customer Services @ The BIG Phone Store 😁

Reply from The Big Phone Store

Jul 23, 2026

Hello Jeremy,

Thanks for your review.

It's great to hear that our quoted price was better than others you checked. We pride ourselves on giving an accurate price upfront. Our goal is to avoid those unrealistic headline prices you see elsewhere, so you get a fair quote that we stand by.

We're also glad the payment for your phone arrived so quickly. We make sure to pay the full quoted price on the exact day we receive and process your device.

For any future trade-ins, you can visit https://www.thebigphonestore.co.uk/trade-ins/sell-my-phone to see our buying catalogue.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 23, 2026

Hi there,

Thanks for your kind words. It's great to hear your phone arrived exactly as you expected, on time, and well-packaged. We work hard to get orders dispatched quickly, and we always use secure, reusable packaging to make sure your device gets to you safely and ready to go.

We ensure all our refurbished phones are fully functional and unlocked, so they are ready to use with any UK SIM card right out of the box.

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.

Many Thanks,
Charlie The Big Phone Store Team