The Big Phone Store Reviews 

Reply from The Big Phone Store

Aug 3, 2026

Dear Grandad,

Thanks so much for your fantastic review. We’re really pleased to hear you found our service fast and that you’re happy with the quality of your phone.

We put a lot of care into refurbishing our devices and making sure customers have a smooth experience from start to finish, so it’s great to hear this came across.

We’d love to help you again whenever you need your next device.

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

Reply from The Big Phone Store

Aug 3, 2026

Dear Stephen,

Thanks for taking the time to leave your review. We’re pleased to hear your phone arrived as described and everything went smoothly with your order.

We appreciate your feedback regarding the review emails. We send these to give customers the opportunity to share their experience, but we understand they can feel repetitive if you’ve already chosen to leave feedback.

Thanks again for choosing The BIG Phone Store and for helping others make a more informed choice when buying refurbished.

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

Reply from The Big Phone Store

Jul 31, 2026

Hi Robert,

Thank you for your fantastic review!

It's brilliant to hear that your experience buying and selling with us was so smooth from start to finish. We're really pleased the condition of your purchased phone was even better than you expected. We make sure our grading system is clear, but it's always great when our devices truly impress.

And it's even better to know you trusted us with your old phone. Our aim with trade-ins is to make it easy and fair. We're proud to pay the exact price we promise, provided the description is honest. We know how frustrating hidden reductions can be from some sellers.

You have discovered one of the industry's best-kept secrets. We are not well known, but we have a very high product standard, and this is all backed up by our amazing customer support team.

Your comment about using us again is the best compliment we can get. We appreciate you recommending us.

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

Updated Aug 3, 2026

Dear Jamie, 
 
We're sorry to hear you've had this experience. However, we believe there may be some confusion. We cannot charge a customer's card without the cardholder completing their bank's security checks, such as 3D Secure or a one-time passcode (OTP) approval. This authorisation must be completed by the cardholder before any payment can be processed.
 
We are also unable to locate any orders under your name. If you have never placed an order with us, we would not have access to your card details. Even if we did have a customer's card details, we would never engage in any illegal or unauthorised activity of this nature.
 
If you believe your card has been used fraudulently, we recommend contacting your bank immediately so they can investigate. If you have any information that would help us identify the transaction, please contact us directly and we'll be happy to look into it.

Kind regards,
Customer Relations Team
The BIG Phone Store

Reply from The Big Phone Store

Jul 30, 2026

Hi Linda,

Thanks for taking the time to leave us such a brilliant review.

It's great to hear your 'Very Good' iPhone 13 Pro arrived in such fantastic shape, with only tiny marks around the mute button. Our grading system means you know exactly what to expect cosmetically. We also offer a brand-new battery upgrade at exact cost price, because we understand how important top performance is for you.

We aim to offer fair prices that reflect the high quality of our devices and our thorough refurbishment process. We don't cut corners.

We also appreciate you noting the secure packaging – it's designed to be reusable. You are fully covered with your included warranty, which lasts a full 12 months on all our refurbished devices, giving you peace of mind.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 29, 2026

Hello Laura,

Thank you for your review.

It's great to hear your phone arrived quickly and that you are happy with its fantastic condition. We put a lot of effort into our grading process and fast dispatch, so it's good to know we met your expectations.

Kind Regards,
Ben The Big Phone Store Team

Reply from The Big Phone Store

Jul 29, 2026

Hello there,

Thank you for your review.

It’s good to hear you're pleased with the quality of your product and how quickly it arrived. We work hard to ensure every device meets our high standards through extensive testing. Our aim is always for quick delivery, with same-day dispatch for orders placed before 3:30 p.m. on weekdays.

You have discovered one of the industry's best-kept secrets. We are not well known, but we have a very high product standard, great customer satisfaction, and an amazing customer support team to back it all up.

Best Regards,
Elizabeth The Big Phone Store Team

Reply from The Big Phone Store

Jul 29, 2026

Hi there,

Thanks for taking the time to leave us a review.

It's fantastic to hear that your family recommended us and that you're so pleased with your first order. We love hearing that people have been recommended to us; it's honestly one of the best compliments we can get.

It's great that your "Good" condition iPhone arrived in excellent condition and works perfectly. Our grading system is purely cosmetic, but it's always good when the condition surpasses expectations! Every device goes through extensive certified checks to make sure it's 100% functional, regardless of its cosmetic grade.

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 29, 2026

Hi David,

Thanks for sharing your experience!

It's great to hear your phone arrived quickly, was well packaged, and looked as good as you expected in pristine condition. We work hard to make sure our cosmetic grading is accurate, and it's good to know we met your expectations.

We're also pleased you were happy with the initial 93% battery health. We guarantee a minimum of 85% battery health on all our refurbished devices, and it sounds like yours started off even stronger.

I understand your concern about the percentage dropping to 91% after a couple of weeks. It’s not uncommon for battery health to settle slightly after initial use and calibration, but it should then stabilise. Please be assured that your device comes with a 12-month warranty covering any internal manufacturing faults, including unexpected battery degradation. If you notice any significant drops beyond typical use over time, please get in touch.

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

Reply from The Big Phone Store

Jul 28, 2026

Hi Caitlin,

Thanks for your great review! I'm really pleased to hear how quickly your trade-in was processed and that you received your money so promptly.

You are right – as long as you are honest about the condition of your device, we pay the price we quote. We designed our trade-in system to give you an accurate price upfront, and we guarantee your price, simple as that. This means no nasty surprises or last-minute reductions.

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 28, 2026

Hello Fast Bike Boy,

Thank you for your fantastic review! It's great to hear you're happy with your mobile.

We make sure every refurbished device goes through extensive checks to be 100% functional for you. We also guarantee a minimum of 85% battery health on all our refurbished phones, because we know a strong battery makes all the difference.

Many Thanks,
Charlie The Big Phone Store Team

Reply from The Big Phone Store

Jul 28, 2026

Hey Jimmy,

Thanks for your review!

It's great to hear your phone arrived quickly, that you're happy with the device, and that you found the price good. We know you want your new phone fast, which is why we dispatch orders placed before 3:30 p.m. on weekdays the same day for next working day delivery.

We put every device through extensive certified checks to make sure it's 100% functional and delivers on quality, so you can always rely on a great phone from us.

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

Reply from The Big Phone Store

Jul 28, 2026

Hi Barbara,
Thank you for your fantastic review!
It's great to hear our website was easy to use and that your phone arrived so quickly. We're especially happy you felt it looked just like new, and that setting it up was simple. We strive for that 'like new' appearance and easy experience with all our devices, so your feedback means a lot.

Kind Regards,
Ben The Big Phone Store Team

Reply from The Big Phone Store

Jul 28, 2026

Hello William,

Thank you for your review. I am glad you found our price great.

We always aim to offer fair prices that reflect the quality of our devices and our rigorous testing process. We do not cut corners, because a cheaper phone is poor value if it arrives with hidden faults or poor parts. This commitment to quality helps us maintain high standards, even if it means we're not always the absolute cheapest on the market. We believe our customers choose us for that accountability and long-term confidence.

Many Thanks,
Charlie The Big Phone Store Team

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