MTR Group Limited Arvostelua 213

If I can review below 1 star I will.
My partner and I sent in S23 Ultra & S24 Ultra as trade in devices for Samsung. This scam of a company claimed our parcels came in empty, refused to provide evidence. Samsung locked new devices, we lost on all ends, lost the trade in devices that were in good condition, lost the money paid. Boycott Samsung and this company at all cost!

Total scam. Warranty repairs with MTR are an absolute lie and take an eternity.

Absolutely disgraceful, Samsung. Partnering with a company like this and letting them handle your repairs is unacceptable. Keep this up and you’ll drive your customers away for good.

If you’re considering a Samsung trade-in or already have done a trade-in, be aware that the process is handled by a third-party company, MTR Group Limited in Burnley. (It's a shame because I used the trade-in before without any issues).

In my case, I sent in a Samsung S23 Ultra in excellent condition. The day after I posted it, I received confirmation it had been received and that no further action was required at this stage.

However, 28 days later, I was contacted again and asked to pay £150 due to an alleged issue (“back cover lifting”), supported only by a photo that did not clearly verify the claim. I strongly dispute this, as the phone was in very good condition when sent.

It’s important to note that the trade-in terms state customers should be notified within a specific timeframe (10 days). In my case, this timeframe was exceeded by 18 days.

I challenged the decision and, following further communication, the charge was withdrawn.

After looking at other customer reviews, I can see that similar experiences have been reported by others. If you find yourself in this situation, it’s worth carefully checking the timelines and the terms and conditions before making any payment.

I have also raised this with Trading Standards, BBC Watchdog, and Samsung directly, and would encourage others to do the same if they believe they’ve been treated unfairly.

Scam company, do not trade in your phone through Samsung to them!!!
DO NOT PAY IF THEY RECEIVED YOUR PHONE OVER 10 DAYS AGO!!!
I sent a pristine phone in original box, it was immaculate and 4 weeks later they said the back had lifted due to a swollen battery.
Samsungs terms and condition say they must confirm your trade in with in 10 working days of receipt so when I quoted them this they had to back down and I didn't have to pay. Please be very careful as they threatened to disable my new phone if I didn't pay. They are purposefully damaging your phone to get more money from you and Samsung couldn't care less when challenged. I have also informed Trading Standards about both companies.
***EDIT*** It's apparent that Samsung/MTR group are sending the same photo of the damage phone to many customers, my photo was a s23 ultra very blurry with a girl with long disgusting pink Fingernails holding it!

7 weeks after I sent my phone in as a Samsung trade-in, they emailed me to say the back cover was lifting off. They demanded a further £150 for my trade-in.

The phone was in good condition when I sent it in, and there was certainly no issue with the back cover.

They were also well over the 10 day notification of the trade-in as stated in 5.3 of Samsung's terms and conditions.

A lot can happen in 7 weeks. I have no idea how and where they stored the phone in that time. All I can say is that the phone I sent in did not resemble the one in the picture they sent me.

Use Samsung's trade-in program at your own risk. I won't be using it again as I not longer have any trust in it.

DO NOT USE SAMSUNG TRADE IN WHO OUTSOURCE TO MTR. SCAMMERS.
Sent in immaculate flip 5 phone for trade in to be told the bottom screen had pixel damage and the frame is damaged. Phone was packaged extremely well. MTR blunt and rude in responses, or dont respond to your questions, threatening my new phone would be shut down, even though I had paid to have my old phone sent back to me. Passing me to samsung to complain, samsung send me back to MTR, terrible service. Refused to let it drop and kept ringing samsung and emailing MTR, raised the complaint further with Samsung to eventually be offered £50 voucher for online store, declined requesting to take this further offered £70 voucher to be used in samsung store and that nothing further would be offered. Awful service, and now have a phone that was fully working broken by MTR who clearly get commision based on amount of damage phones they find. Also, they waited just over the 14 day cooling off period to tell me you owe for your 'damaged' phone. Yet my sister sent in an old model of phone same day as me, and was sent confirmation all was ok within 5 days of receiving new phone - this seems to be a common theme reading other reviews.
Not very environmentally friendly samsung, you need to review your trade in process with MTR who are liars and break phones.

I sold my iPhone to MTR when I bought a new phone with Very, I can’t praise them enough within a day of requesting a pack to send my phone to them I received it and within days of me sending it to them the money was in my bank. Highly recommend them.

Shocking company, never use for Samsung trade in promotion unless you want trade in reduced in value after six weeks waiting for assessment.

Absolutely disgusting. Sent a perfectly good working mobile back to trade in for my Samsung. When they received my old device, they reported that it was damaged. DO NOT USE THIS COMPANY. AVOID AT ALL COST

MTR a company that has learned how to legally scam you! Backed up by a poor Samsung customer service. Do not touch these witha barge pole or you will ending up paying both in money and stress. Report them to Citizens Advice then Trading standards, there is a growing movement!

Sent my phone back as part of a trade in for Samsung. Mailed me to advise of damage to my phone, which was sent to them in perfect condition. Avoid this company at all costs. Now costing me £150 as I have been charged this.

Very poor experience with MTR handling a Samsung trade-in.
I returned my phone in excellent condition, with clear photo and video evidence taken just before dispatch. The device was received the next day.
However, I wasn’t contacted until 18 days later, when I was told the back was “lifting” and asked to pay £150.
The images provided showed adhesive residue and separation that was not present when I sent the device.
There was no evidence of the condition at intake, only photos taken over two weeks later.
I had to dispute this and escalate before the charge was eventually waived.
The process lacks transparency and raises serious concerns about how devices are assessed and handled.
Advice: take detailed evidence before sending and be prepared to challenge any assessment.

If you are trading in a phone through Samsung, it goes to MTR Group, and my experience with them was appalling.

They received my pristine trade-in device on March 11th but sat on it for nearly a month. This is a direct breach of Clause 5.3 of the Samsung Trade-in T&Cs, which explicitly states they must notify you of any issues within 10 days. By delaying, they pushed me past the 14-day return window for my new phone.

They then tried to slap me with a £150 surcharge. Their reasoning kept changing: first, they claimed "scuff marks" on the frame (which their own T&Cs allow under normal wear and tear as long as it isn't cracked), and then they changed their excuse to "screen burn."

Luckily, I had taken timestamped photos of the device powered on immediately before boxing it up, proving the screen was absolutely flawless. I called them, quoted their breach of Clause 5.3, pointed out the contradictions in their assessment, and mentioned Trading Standards. They quickly dropped the £150 charge and honored the original valuation.

Do not trust their assessments blindly. Take photos of your screen before you send it, track your postage, and hold them accountable to their own 10-day rule.

Got a valuation for a lightly used laptop and sent it in. Got an email when it was received saying it was faulty as it was below 80% battery health and they would generously offer me 10% of the original price. They sent a screenshot where it was magically 79%, what are the odd of that? There was absolutely nothing in the T&C's about that, and I followed all the other instructions to the letter.
Seems like a clear bait and switch. Would not use again.

This company are nothing but crooks. Trying to pay half of what was offered for my phone which is in great condition. They are also refusing to return saying it is blacklisted. I have been on the phone for hours with o2 and it has never been reported lost or stolen. Avoid at all costs.

Wish I had read these reviews before I approached this company. I was quoted a £70 trade-in value for my fully working, perfectly maintained, iPad. They sent an envelope and pre-paid label and I duly forwarded my iPad, the charging wire and plug and the documentation in the original iPad box. A couple of days later I received an email stating that the iPad was faulty due to a damaged speaker and an updated offer of £10. I asked for an immediate return as I disputed their findings. The iPad was returned to me minus all its accompaniments. I checked the iPad and found absolutely nothing wrong with it. PLEASE do not use this company for your trade-in...they are nothing but rogues.

Sent a s25 ultra back for trade in, was nervous as slight dinks in 2 corners of case, also had scratch on one camera lens, without affecting the taken image, but full trade in price accepted. Happy days.
Was expecting bill of up to £150

Can I go lower than a one star review?
Promised a trade in value of £130 for a perfect iPad. They offered me £10 once they received it. Nothing wrong with it at all.
They did the same with a Samsung phone I sent them.
This is a dodgy scam business.

Sent away a Samsung laptop under warranty they said it was water damaged instant void of warranty thay they would repair for over £500 the laptop only cost £450 got the laptop back independently got the laptop assessed no sign of water damage at all .We took it up with them sent it back when asked they sent us photos of the alleged water damage on the motherboard their photos do not correlate to our photos of the motherboard .Worst company ever to deal with absolute Scammers without a doubt Please do not use this company at all costs .

This is a scam MTR trade is a scam don't approach is a big fraudulent scam this is scam. They scammed me for my phone