Phone arrived next day
Phone arrived next day, in perfect condition, very pleased I went with this option of a refurbished phone!
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The Big Phone Store
Reviews 60•
4.8
Electronics & Technology4.8
Excellent
60 reviews
5-star
4-star
3-star
2-star
1-star
💬Hasn't replied to negative reviews
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4.8
Excellent
60 reviews
5-star
4-star
3-star
2-star
1-star
💬Hasn't replied to negative reviews
📋
Companies on CrowdTrust can't offer incentives or pay to hide any reviews.
Review summary
The Big Phone Store is exceptionally well-rated by customers. Customers particularly appreciate service and quality.
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Based on reviews, created with AISee what reviewers are saying
Bought an iPhone 12 advertised as…
Bought an iPhone 12 advertised as pristine condition and the description was spot on, looked brand new , had it for a few weeks now with no issues, pleased with the purchase and delivery was quick.
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Really good
Everything excellent, delivery, phone condition better than expected.
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Order ID maegzkcg
Order ID: maegzkcg This company is an absolute disgrace. After sending in my phone for trade-in, instead of processing my order properly, they demanded that I record a video of my ID (front and back) and send it to a random WhatsApp number (07708883000). This is not only outrageous and unprofessional – it is dangerously irresponsible. No trustworthy business should EVER demand customers hand over sensitive personal documents through WhatsApp. This kind of practice raises serious red flags of fraud, identity theft, and data misuse. I had already provided legitimate proof of purchase (my iD Mobile order confirmation for the Samsung Galaxy S25), which clearly proves the device belongs to me. Still, they ignored this and tried to pressure me into handing over private information in a shady and unacceptable way. I strongly warn everyone: do not trust this company with your devices or your personal information. Their practices are unsafe and completely unacceptable. I will also be reporting this to Trading Standards and the relevant authorities so that no other customer is put at the same risk. If I could give zero stars, I would. In their own email they wrote: “We advise you to provide all documentation as quickly as possible to avoid price reductions on the items.” This clearly means they are threatening to reduce my trade-in value unless I hand over personal documents and even a video of my ID. This is unacceptable, manipulative, and feels like blackmail. No legitimate business should treat customers this way. This only confirms my view that their practices are unsafe and untrustworthy. To me, this looks like a scam disguised as a trade-in service. This is not how a trustworthy company should behave. Despite their polished responses on Trustpilot, the reality is shown in the email I received: they required a video of my ID via WhatsApp and pressured me with threats of lowering the price. Customers deserve honesty and fair treatment, not intimidation.” 👇👇👇👇 Dear Sandra, Your order has been brought to our attention by our security system. We work in conjunction with the Home Office code of practice for the handling of mobile phones offered for recycling. Please find attached a copy of the Code of Practice for your reference. We cannot pay for devices until we confirm you have legal title to offer them for trade. Therefore, we need you to provide proof of where you got the phones from. This needs to be in the form of original documentation along with your ID. (Please take a video of your ID slowly turning it from back to front and send it to 07708883000 via WhatsApp). The reason we use WhatsApp is that it uses P2P Encryption so personal data is secure. This is stated in the terms and conditions that you acknowledge to have read and understood at the time of confirming the sale. We accept a Full UK Driving license. If using a UK Passport please send with proof of address that is dated within the last 3 months. We do not accept provisional licences or Non-UK identifications. The following are accepted: Bank statement/credit card statement Utility Bill, Gas, electric, water, Broadband only. Please note that these documents will be forwarded to management who have the final decision. We advise you to provide all documentation as quickly as possible to avoid price reductions on the items. We apologise in advance for the inconvenience this may cause you. Reason: New Device/Recently Released Device Order Number: maegzkcg If you have any questions, please do not hesitate to email back. Kind Regards Sarah The Big Phone Store (01902 256300) “Refusing to accept my valid Lithuanian (EU) passport as ID is discriminatory and unacceptable.”
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Company details
Information provided by various external sources
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www.thebigphonestore.co.ukAll reviews
60 total • Write a review
Showing 1 - 20 of 56 reviews
WD
Recommended by MSE so thought I'd give…
Recommended by MSE so thought I'd give it a try as always bought new in the past. Fantastic service and really good phone. Would definitely use again.
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JR
Awesome experience
Awesome experience, went beyond my expectations. Delivered on time and phone was top quality. Will use again.
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PP
This is the third iPhone 13 I have…
This is the third iPhone 13 I have bought for my family over a couple of months and they are just great, like new. Highly recommended and worthy of 5 stars.
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NT
Great price and delivered within 2…
Great price and delivered within 2 days. Selected a ‘very good’ condition and impressed with how good it is
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PR
Good service
The product was completely as described, well packaged and delivered the following day. No technical issues and great appearance.
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HM
Quick and trustworthy
This is the second time I've bought from The Big Phone Store and they've been great both times! Both times, the previous phone had finally died and I needed a new one quickly! Delivery is always quick, prices are great, and the quality is really good. Very trustworthy
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JB
Great service
Great service, packaging arrived within a couple of days and money paid out very quickly. They paid the quoted amount which was a good bit higher than other sites. Would recommend.
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LT
Super helpful pre order service
Super helpful pre order service - thank you. I have bought 3 phones now from this company and great every time. I would only use this company for refurbished phones.
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RT
The phone was delivered very speedily…
The phone was delivered very speedily and quality was as described.
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VR
Amazing
Was sceptical about getting a refurbished iPhone but, the phone we order was in perfect condition. My daughter loves her new phone.
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CH
Phone replacement done right!
I needed a replace phone for my daughters which got damaged. My wife said she had bought her phone from thebigphonestore and was very happy with it. They had the model I was after and in a really cool mint green (well 11 year old cool). I love the fact that a new battery was less than a tenner. Basically a new phone, it was also Great that I didn’t have to look around for a screen protector or decent case as that were options before checkout. I would highly recommend these guys if your after a reconditioned but excellent phone.
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UR
First time refurb buyer
First time purchasing a refurbished phone and I had a nightmare experience with another company so trying again had me even more anxious until I came across this company. A clear website with videos to explain what the condition actually means and advising first time refurbished buyers clearly what to aim for. My phone was priced so good it made me even more nervous but it arrived next day and I'm still thinking it looks brand new and it's been a week and works perfectly. I'll only buy from here moving forwards and I've told everyone else the same. Highly recommend this company to all.
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E
Beware: Took payment for phone twice but customer service v good sorting it
Downside: Big Phone Store (BPS) took a pending payment on 16th August and actual payment on 18th. Both payments (£800 total i.e. £400x2) are still showing, so my teen daughter's account is now overdrawn and she can not access the "shadow" £400. This is a lot for anyone let alone a teenager. Bank (HSBC) said nothing they can do, contact BPS. BPS this morning said nothing they can do and they need to contact the payment merchant. I am waiting to hear back. These shadow payments clear naturally after a few days but should not exist in duplicate to an actual payment AT ALL as you can not access your own money as a result! (as the bank says well you have a payment due to come out). Plus side: Phone is great, swift delivery. Friendly helpful customer service (Sarah) on phone this morning.
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PC
Two very senior citizens have upgraded to (one) iphone
This seems a phone in tiptop condition, only query that charging stalled at 76% last night. Bought for my wife and so will need to do the minimum (phone in and out, perhaps a few messages). We are absolute novices with the iphone, so a steep learning curve. The process of buying via this website was very smooth, and it turned up promptly.
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CM
My ‘new’ phone
The whole process was straightforward, and the price very competitive
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