MTR Group Limited Arvostelua 213

Avoid this company, especially for high-value trade-ins. I sent a brand new Google Pixel 9 Pro (valued by them at £340) using their provided 'Tracked Returns' label. The tracking confirms the item reached the Chelmsford Mail Centre on 23/02/2026, where it has sat for over three weeks with no movement.
MTR Trade-in is now only offering a £150 payout, claiming this is the maximum insurance for the label THEY provided. It is completely negligent to provide a £150-limit label for a £340 device. If the item is lost in their logistics chain, the customer shouldn't be the one losing £190.
I have now blacklisted the device's IMEI and reported it to the police. This company has many reviews reporting 'missing' or 'damaged' items, and my experience is sadly no different. If they don't resolve the full £340 value, I will be escalating to the Financial Ombudsman.

Shocking experience. Traded in my Z flip 5 for £177. Item was in perfect condition in original box. Once it arrived they demanded £150 for frame damage (making the value cheaper than if I had opted to trade in in "poor" condition). No damage was visible in the picture that they used. They then said hardware/software damage. Then screen damage. Then back to frame damage. I asked them to circle the damage on the screen. They didn't.

In each of these email exchanges I said "Either process the trade in or just return the item, and I will pay the full balance and just keep the Z flip 5" (as a spare). It was only costing £177.20 to keep so though I may as well have a back up rather than give away £150.

They have thrown away my original box and all documentation within linked to the phone. Considering they hadn't accepted the trade this seems very wrong.

They are an absolute sham of a company. Do not use Samsung to trade in. Take your phone elsewhere even if it's for a little be less

If I could give a negative score rating I would. I wish I had Read some of these reviews before sending my phone in to be fixed. A functional phone, only screen damaged, sent it in for repair, first they ask for me more money then the say the are unable to repair due to unavailable parts. Asked for my phone to be returned, only for the to return it without the power on/off button. Took pictures immediately on receipt, Asked where my power button was, was asked to send it back, so it could be sent to alternative solutions. Complained to sunsung about the mishandling of my phone, only for sumsung to conclude that their investigation found that the on/off button was present when sent back to me and that I took my own on/ off button off myself. TOTAL LIARS, RIPPING CUSTOMERS OFF AND MISHANDLING CUTOMER'S PHONES WITH THE TOTAL BACKING OF SUMSUNG! MY FAMILY AND I ARE BOYCOTTING SUMSUNG NOW!

DO NOT USE SAMSUNG TRADE IN OR MTR VERY TRADE IN

Complete scam artists. Sent away my near enough mint condition S23U for trade in. Sent via special delivery to cover costs.

Then got an email to say rear case had been "lifted" this is 100% not the case doesn't even look like my phone as there were marks that were not on my phone so guess they have a stick photo to scam folks with. So I've basically been told to pay them £150 or my s25u will be blocked.

How do they get away with this? This is looking like my last Samsung phone the fact they know about this yet still use this 3rd party "company" shame on you Samsung and MTR very trade in.

Avoid MTR at all costs. They make up faults.

I used the Samsung Trade-In programme to Trade-In in my s23 ultra. It was sent in near mint condition as had been protected from day one. The device i sent had been fully documented with photos and video.

After sending the device to MTR, they emailed claiming the back cover was "lifted". The only option given on this 1st email, was that I must pay £150 to complete the trade-in or "Failure to do so could result in your new device being remotely disabled until payment has been made."

One of the photos they sent in the email, was not even my device. The picture they used to show this apparent swelling was not the same finish as my phone. Mine was Matte, the photo they sent was Gloss. The device in their photo was also noticeably thicker than my device.

I responded to their email with clear photos showing the discrepancy, at which point they again claimed that the back was lifted, but now said it was due to a swollen battery. At this point they now mentioned the option to have the device returned.

I then responded to make it clear I was disputing it with Samsung, and again highlighted the discrepancies in detail.

They responded within 2 minutes of me sending the email saying they're unable to accept the device, so clearly hadn't read the contents of the email I sent in that time.

During this, I had also contacted Samsung directly to complain. I sent several images, and mentioned that I also had video of the device being packed.

Thankfully on this occasion, Samsung marked the trade-in as completed once they saw the discrepancy in evidence.

I would encourage anyone who does a Trade-In, to avoid MTR at all costs. If you absolutely must, then take clear photos of your device (including around the bezzle where the screen and back align), and if possible, film the packing.

MTR is attempting to charge £533.99 for a repair that was previously agreed at £0 by Samsung. Their engineers have claimed "corrosion" as a catch-all excuse to void the warranty on a 13-month-old premium laptop.
​Logically, it is impossible for two independent USB-C ports to corrode at the same time in a device kept in pristine condition. This is a hardware durability issue, not user damage. They are currently attempting to return the device unrepaired despite an active dispute involving an MP and BBC Watchdog. Absolutely unprofessional.

Absolute jokers. Will fob you off saying the phone you have sent in has a swollen battery and will demand extra money.

Most of the reviews say the same and Samsung are not interested when you escalate it to them.

I went to have my phone repaired officially by Samsung, but little did I know it would be handed over to what was, quite frankly, a horrific company. They charged me an inspection fee of £40 for looking at the phone, which was fine and not where my issues lie.

The problem began when I had to chase them for two weeks just to get in contact, as they never sent me the email to make the payment. When I finally did get through, a woman answered who seemed quite nice at first, until she deliberately hung up the phone and made no attempt to call back.

When I eventually received the email, I asked for my phone to be returned without repair, as I simply do not trust them—and with good reason. As you can see from the photos I’ve attached, my phone was returned to me without the back attached, and I’m not sure what to do with it now.

I have no idea why Samsung uses this company, but I would avoid them at all costs and go elsewhere.

100% a scam company. Sent in my Samsung S23 for trade-in via Samsung in excellent condition with original box and everything with it. MTR then claimed the main camera lens was damaged and demanded £150 surcharge or £200 and they'd return the device.
As I knew they were lying I paid the £200 and received my S23 without its original packaging and box. Checked the phone over and there is no damage to the camera lenses at all.... so I lost my devices packaging and accessories and am down £200.
PLEASE DO NOT USE SAMSUNG TRADE-IN BECAUSE OF MTR GROUP. SAMSUNG WAKE UP AND USE ANOTHER COMPANY!

**Absolutely appalling – feels like a scam**

MTR phone repair / trade-in are, without question, one of the worst companies I’ve ever dealt with.

I traded in a phone via Samsung’s official trade-in programme and MTR claimed the device was “damaged” when it absolutely was not. No meaningful explanation, no proper evidence, just a **generic stock photo of a similar phone** that proves nothing. No serial number, no timestamps, no clear damage shown. Take it or leave it.

This feels like a well-worn tactic: reject perfectly good trade-ins, slash the value, and dare customers to argue.

What makes it worse is Samsung’s behaviour. They **shirk responsibility entirely**, ignore reasonable requests for evidence, and hide behind MTR rather than standing by their own customers. Complaints are brushed off, responses are slow or non-existent, and there’s zero accountability.

If this is how Samsung chooses to treat loyal customers, they should seriously rethink who they partner with. Allowing MTR to operate like this under their brand is embarrassing.

Avoid MTR at all costs. And Samsung? You clearly don’t care once the sale is done.

As you can clearly see from the reviews this company scams money from you by sending photos of so called mobile phone damage you cant see and when you speak to them they tell you they cant send clearer photos of the so called damage so you have to take their word for it, however god forbid you question them regarding what the damage is they become defensive and talk to you like something they stood in, and if you then ask to speak to a manager they refuse and end up putting the phone down. so stay clear sell the device yourself and use that to make a payment off your new device.

Samsung customer for 15+ years and this is the first time I have had any issue when trading in a device. I thought I was dealing with Samsung in this case, but is seems they have contracted the service to MTR Group Ltd and this wasn't obvious until after you make the payment. It's suspicious that the same 'fault' is appearing in many of the reviews here. Either the quality of Samsung's products has really dropped (not in my experience) or this company is at it with their 'inspection' service. The images they provide of the 'fault' are about as clear as mud, which is probably by design.

Scammers, making £1m profit on making up fake defects and refusing return. Back cover lifted, seems like a common claim they make regularly.

I used Samsung Trade in program expecting a smooth transition, having used the program before. However on this occasion I fell foul of these scammers. I traded in a device in flawless condition only to be told that the back cover had been lifted.

I called them and they were extremely unhelpful and rather rude. They told me to escalate to Samsung who in turn told me to contact their trade in partner in crime.

Eventually they changed their story slightly claiming that the cover was lifted due to battery swelling. This is a complete fabrication as I've never encountered a swollen battery that holds full charge for a day!

The lesson here is to take detailed pictured before sending the device in. Unfortunately from the pictures they sent it appears that the cover had been pried (certainly not by me) and I with lack of evidence I was effectively blackmailed into paying up.

Complete crooks and Samsung should be ashamed of themselves for their complicity.

Was given a photograph of my phone with damage - the cover being lifted . I sent then phone in near perfect condition with no issues but MTR purported the cover was lifted which was untrue. They then wanted to charge me £150 for the 'damage'. Still fighting the case

Extremely poor and worrying experience. MTR Group demanded £75 for a so-called minor scratch on a phone I traded in. I strongly dispute this. My phone did not have a sticker on the back, which makes me believe the device they assessed was not even mine. The demand for payment felt like extortion, as I was pressured to pay to avoid the new phone being remotely disabled.

Because of this experience, I will never buy another Samsung product again. I would strongly caution anyone considering a trade-in involving MTR Group.

Absolutely frauds. Make false claims about trade-in phones probably with a view to holding on to them and selling them on thereby making huge profit.

Hi, samsung and the insurance company Mtr group limited my Name is Mansoor Malik my i bought samsung 24 ultra which is under warrenty and been water damaged on date 3rd of December 2025 i informed the samsung they booked the collection on date 4!of December 2025and responded next day that this phone is tempared, since that day i have been calling them on their number 01279800319, but no one is responding my calls it's been 4 days can someone respond from this company or samsung as samsung provided that warrenty through this company.

Great service by Saskia Had a issue upon the first repair but this was all put right by Mtr and Samsung

I wanted to write this review as there's so many negative I was actually very anxious about doing an instant trade in with Samsung on two purchases in the last month. Firstly I traded in a phone a few weeks back and more recently a watch. Both times I received an envelope and a postage label with my purchase. The postage label is tracked. I received an email when I purchased and one when the trade in items were received. The phone was inspected and completed within two days. The watch took about eight working days, but I'm assuming this is due to the volume of instant trade ins with it being black Friday. I did call when it was taking longer than the first trade in and a very polite and helpful person answered the call and I was told it can take up to 10 working days but it's normally quicker. I had no issues at all it was all very easy and straight forward. I would use the service again in future with no concerns.