Reviews Analysed
21
We Collect & Analyse Reviews
The Big Phone Store
Experiences & Reviews
The Big Phone Store is a UK-based retailer focused on selling mobile phones and related accessories online. Consumers researching the company commonly look for information on device condition grading, delivery times, customer support and return handling. This summary aggregates user-provided reviews so shoppers can compare reported experiences before buying refurbished or used phones.
Overview & Key Metrics
Positive Sentiment
90%
Latest Review
18d
Overall Rating
4.6
Our Analysis
🎯
Service quality
Most reviewers describe knowledgeable, helpful staff and prompt service; a minority report issues when arranging returns or resolving faults.
Share
Strong
14%
💰
Value for money
Many customers report competitive pricing and worthwhile paid add-ons (battery, warranty); a few dispute refunds or grading-related charges.
Share
Strong
12%
⚡
User experience
Reviews frequently note an easy website, quick ordering and fast (often next-day) delivery; a small number report frustrating return experiences.
Share
Strong
17%
🔧
Product quality
Most buyers say devices arrived in the advertised condition with good battery performance; a small portion report functional faults or visible damage.
Share
Strong
24%
📞
Communication
Many customers cite quick, supportive replies from named staff; some report difficulties reclaiming return postage or disputing grading decisions.
Share
Mixed
8%
⭐
Overall experience
Overall impressions are largely positive: purchasers recommend the store for refurbished phones, though some report unresolved faults and refund disputes.
Share
Strong
25%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2022 – September 2025).
Avoid!! Condition grading terrible!
"Avoid!!! Grading a joke! Phone purchased was meant to pristine, but had a large 2 cm curved scratch on screen. Big phone store website states pristine..."
Ros Morris
Trustpilot
Sep 30, 2025
Featured for: Condition grading complaint
disappointing
"I must express my disappointment with the experience I have had. Initially, I purchased an iPhone 13 Pro Max, advertised as being in "very good condit..."
Lucas Lubecki
Trustpilot
Sep 30, 2025
Featured for: Multiple faults and refund issues
Unfailingly supportive
"Unfailingly supportive; no fuss. Already the web site managed to communicate the sense of: these people know what they are doing. That's why I bought..."
Peter Ryley
Trustpilot
Sep 30, 2025
Featured for: Strong customer support example
Pristine iphone pro max 512gb
"Easy to order online , iPhone 12 pro max pristine condition ,the phone is perfect , bought the battery upgrade for £14.99 where else can you get the b..."
paul
Trustpilot
Sep 30, 2025
Featured for: Positive delivery and add-ons
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
J
Jackie
trustpilot.com
Sep 30, 2025
Great phone, great service
Great phone, great customer service. I...
K
Kirsten Putley
trustpilot.com
Sep 30, 2025
Good Quality 2nd Refurbished iPhone
Good Quality 2nd...
B
Bee
trustpilot.com
Sep 30, 2025
My experience with the big phone store…
My experience with the big phone store was great the phone arrived the next day as promised and it was in the condition advertised i got a pristine an...
M
Mrs Farmer
trustpilot.com
Sep 30, 2025
Easy negotiating the website for the…
Easy negotiating the website for the product needed. Great price...
L
Lynn, Motherwell
trustpilot.com
Sep 30, 2025
Was a but dubious ordering…
Was a but dubious ordering reconditioned phone but checked trust pilot first and reviews really positive so ordere...
C
Cheryl
trustpilot.com
Sep 30, 2025
Fantastic!
What a fantastic service! The Big Phone Store is so user-friendly. The website is clear and easy to use and my phone arrived less than 24 hours later....
J
James Read
trustpilot.com
Sep 30, 2025
Great service fantastic phone like new…
Great service fantastic ph...
C
Claire
trustpilot.com
Sep 30, 2025
Brilliant quick service,great…
Brilliant quick service,g...
J
Julian Green
trustpilot.com
Sep 30, 2025
Just as a new phone - with 100% battery capacity.
The phone arrived in virtually mint condition. Everything worked very well, and battery life excellent for my purposes, such that, once I had switched...
R
Roy Attenborough
trustpilot.com
Sep 30, 2025
I was a little apprehensive about…
I was a little apprehensive about buying a used iPhone from the Big Phone store, as I’d never heard of them before. I actually anticipated having to r...
N
NewS
trustpilot.com
Sep 30, 2025
Excellent on presentation and quality…
Excellent on presentation and quality of phone with option of fitting new battery cost...
K
Karolina Wojczuk
trustpilot.com
Sep 30, 2025
Great company
Great company, really easy to work with. There was an issue with my phone as Snapchat was not working and they have immediately sent me a replacement....
P
Peter Ryley
trustpilot.com
Sep 30, 2025
Unfailingly supportive
Unfailingly supportive; no fuss. Already the web site managed to communicate the sense of: these people know what they are doing. That's why I bought...
p
paul
trustpilot.com
Sep 30, 2025
Pristine iphone pro max 512gb
Easy to order online , iPhone 12 pro max pristine condition ,the phone is perfect , bought the battery upgrade for £14.99 where else can you get the b...
L
Lucas Lubecki
trustpilot.com
Sep 30, 2025
disappointing
I must express my disappointment with the experience I have had. Initially, I purchased an iPhone 13 Pro Max, advertised as being in "very good condit...
T
Travis Iga
trustpilot.com
Sep 30, 2025
I am absolutely stunned ordered IPhone…
I am absolutely stunned ordered IPhone 13 Pro Max after previously using sites like MusicMagpie and not only was it better quality but also arrived re...
R
Ros Morris
trustpilot.com
Sep 30, 2025
Avoid!! Condition grading terrible!
Avoid!!! Grading a joke! Phone purchased was meant to pristine, but had a large 2 cm curved scratch on screen. Big phone store website states pristine...
L
Les
trustpilot.com
Sep 30, 2025
Excellent phone just as advertised
Excellent phone just as advertised. Battery 89%, phone grand conditi...
K
Kitty693
trustpilot.com
Sep 30, 2025
Great service
Great service. Really pleased wi...
e
eric and di barker
trustpilot.com
Sep 30, 2025
This is the second phone that I have…
This is the second phone that I have bought from you and I have been delighted with them b...
Conclusion
User reviews are predominantly positive about fast delivery, clear website navigation and devices arriving as described. Many buyers highlight helpful customer support and optional add-ons such as battery replacements or extended warranties. However, a small but notable number report problems with grading, functional faults on arrival and difficulties obtaining refunds or postage reimbursement. Prospective customers should inspect grading details, keep delivery/photo records and confirm return policies before purchase.