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
Our Analysis
Service quality
Most reviewers describe knowledgeable, helpful staff and prompt service; a minority report issues when arranging returns or resolving faults.
Value for money
Many customers report competitive pricing and worthwhile paid add-ons (battery, warranty); a few dispute refunds or grading-related charges.
User experience
Reviews frequently note an easy website, quick ordering and fast (often next-day) delivery; a small number report frustrating return experiences.
Product quality
Most buyers say devices arrived in the advertised condition with good battery performance; a small portion report functional faults or visible damage.
Communication
Many customers cite quick, supportive replies from named staff; some report difficulties reclaiming return postage or disputing grading decisions.
Overall experience
Overall impressions are largely positive: purchasers recommend the store for refurbished phones, though some report unresolved faults and refund disputes.
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..."
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..."
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..."
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..."
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
Great phone, great service
Great phone, great customer service. I...
Good Quality 2nd Refurbished iPhone
Good Quality 2nd...
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...
Easy negotiating the website for the…
Easy negotiating the website for the product needed. Great price...
Was a but dubious ordering…
Was a but dubious ordering reconditioned phone but checked trust pilot first and reviews really positive so ordere...
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....
Great service fantastic phone like new…
Great service fantastic ph...
Brilliant quick service,great…
Brilliant quick service,g...
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...
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...
Excellent on presentation and quality…
Excellent on presentation and quality of phone with option of fitting new battery cost...
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....
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...
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...
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...
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...
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...
Excellent phone just as advertised
Excellent phone just as advertised. Battery 89%, phone grand conditi...
Great service
Great service. Really pleased wi...
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.