MTR Group Limited Avis 213

Stay away from Samsungs trade in offer, this company acting on Samsung are rude, obnoxious, unhelpful, unwilling to explain their valuations and unprepared to provide proper evidence of their findings. It has the feel of a scam or sham business.

Rubbish dont waste your time here. They stole my box and charger

Dealt with Saskia Plummer. Absolute pleasure to deal with. After weeks of calls to Samsung with no help, 1 phone call to MTR and I chatted to Saskia, did what she promised (she said she would contact me again within 24 hours) not even 12 hours later, issue resolved. Thank you saskia, a credit to MTR

It was a terrible experience. The representative I spoke with was extremely rude. She wouldn’t listen or let me speak, and no matter what I asked, she just kept saying, This is the information we have. If you have any problem, contact Samsung.

⭐ If I could give zero stars, I would – MTR (via Very) lost my phone and refuses to take responsibility.

I did my phone trade-in through Very, which uses MTR (Mobile Trade-In) as their trade-in partner — and it’s been an absolute nightmare.

I was quoted £420 for my phone, which is worth nearly £1,000. I followed every step exactly as instructed — used the prepaid label provided by MTR, packaged my phone carefully, kept proof of postage, and even took photos before sending. Royal Mail confirmed the parcel was delivered on 13/10/2025, but MTR now claims they never received it.

I’ve sent them all the proof — postage receipt, photos, and delivery confirmation — yet instead of taking responsibility, they’re hiding behind their small print, saying the “free post” label only covers up to £150. They even asked for my bank details to pay, then changed their mind and decided to “wait for Royal Mail’s fraud investigation.”

It’s been weeks, and I still have no phone and no clear answers. The way this has been handled is completely unprofessional and unacceptable.

⚠️ Warning to others:
• Don’t use MTR’s freepost label — it barely covers anything if something goes wrong.
• Always use Special Delivery or a trusted company instead.
• And if you’re trading through Very, be aware that their partner MTR can’t be relied upon once your phone leaves your hands.

I’m now escalating this through Very, Trading Standards, and the Small Claims Court to recover my phone and hold MTR accountable.

If I could give zero stars, I would. MTR lost my phone, offered a fraction of its value, and are now hiding behind excuses. I just want my phone back.

Definitely frustrating knowing my phone was not damaged but as they appear to be working with Samsung you can't win as told high charge to get refunded

I traded in my fully working phone via the official Samsung website, expecting a smooth and fair process. Instead, I received an email from their trade-in partner claiming the screen was lifted — supported by two unclear photos that don’t even prove the device is mine.

The phone was in perfect condition when I sent it. Had I known I’d be dealing with a third-party company that provides vague evidence and questionable assessments, I would have sold the phone privately and avoided this hassle altogether.

It feels like they’re trying to reduce the trade-in value unfairly, and try to scam me of a £100.

I had a very bad experience with MTR Trade-In. I sent my Apple Watch for trade-in, and they refused it — which was fine. But when they returned it, the watch came without the original Apple Watch box and charger. They sent it back in a random black box instead.

This shows very poor handling and carelessness. It’s completely unacceptable that they didn’t return all my items. Buyers should be very careful when sending their devices to this company

I wish I could give zero stars. Accepted my phone for a quoted £400 trade in. Then contacted me saying it was faulty and they'd only give £60. Phone was in perfect nick when I sent it but ok, let's assume it was damaged in transit. So I refused the lower offer and asked for phone to be sent back. Now they won't return phone to me as I live in Channel Islands. They accepted the order in the first place and sent me the material to my address but now refuse to return my property. And outright refuse to refer it to a manager or even accept my complaint. Scam artists. Strongly recommend you avoid.

They refuse to answer the phone. Quoting £450 for a repair - when the only reason it’s broken is due to Samsung making it so through an update which is now in a boot loop!!

Typical terrible experience you expect these days working with large companies! Disgraceful! Never buying a Samsung product again.

Just had a really pleasant Trade in Experience with this company (via Very) & then read the reviews that made me panic. For me though it was a very smooth transaction, bag received, phone sent off (I paid extra for special delivery) & the money was in my bank within 3 working days. I was kept upto date via email through the whole process.

Sent my device in perfect condition, only to receive misleading emails claiming it wasn't received—then suddenly it was, but deemed "ineligible" with no explanation. I asked multiple times for clarification and got nothing but dismissive responses. No transparency, no accountability. To top it off, my phone was locked without warning. Avoid this company if you value your time, money, or sanity.

Official Samsung uk trade in. They claimed screen burn. Offered no evidence and demanded 50% be sent to them or Samsung would switch off my new phone until paid.
AVOID AT ALL COSTS

BEWARE - MTR and Samsung using misleading and unclear returns tactics.

I returned a faulty phone for refund and get cheated out of £124 by misleading and unclear refund policies.

I traded in my Samsung Flip6 towards a Samsung Flip7. Handset was delivered faulty so returned for refund. Original trade in value for my Samsung Flip6 was £374 and I was advised by Samsung that when I returned my phone for a refund that I would receive the "current" trade in value for my phone.

On Saturday 16th August 25 I requested a Samsung trade in valuation for my phone (from samsungcom/uk/instant-trade-in/#TradeInTool) and it was £367 (-£7 than original trade in). I agreed to return my phone for a refund accepting that that the trade in was a couple of weeks ago and would be a little less.

On 28th August I requested a trade in valuation from Samsung again and the current valuation today is £340 (-£37 than original trade in).

MTR (Samsungs trade in partner) have offered £250 refund which is nowhere near the current trade in values being offered by Samsung.

When challenged, they quote terms and conditions:

"Unfortunately we do not refund the promotional discount, we refund the current market value.

Please see terms below:

6.3 If you exercise your right to cancel and return your product during the 28-day cooling off period, or if we have agreed to pay you a refund because the product, we have provided you with is defective, we will endeavour to return your Existing Handset to you, but we cannot guarantee its return. In the event that we are unable to recover your Existing Handset, we will provide you with a cash equivalent price for the Existing Handset, based on the price currently payable for your Existing Handset on the Samsung Recycle website (samsungrecycle.co.uk). Any such cash payment will be made by MTR, on behalf of Samsung."

Note, a different website, with a different and lower trade in value.

Reading the small print that indicates that Samsung have a duel pricing strategy for trade in values.

This policy is misleading and their policy should be made clearer to customers.

Did a trade-in for the fold7. They claim the fold4 i traded has a broken hinge but it opens and closes perfectly fine. They claim it doesn't open fully flat which is just silly because the older models never did. T&C's doesn't state anything by phone hinges. Just a terrible excuse to try get me to pay another £150. Would've been better off keeping the phone. Expected better from Samsung.

Shocking!!! I have been totally ripped off. Samsung as others have mentioned in reviews, offered me £200 for my mobile then After 3 weeks of having my new phone I received an email from this company stating I owed them £150.00 and if I did nor pay they would knock my new phone off remotely. U would never have sold my old phone for £50. Its a total scam and I can't do anything about it

If i could give zero i would, didnt realise samsung used a third party for trade ins until i looked up this company due to them saying my phones back had lifted due to swollen battery and i need to pay 150 excess or phone would be locked which is bull as the phone was in pretty much excellent condition but conveniently did on the day they received it but me not thinking this would happen with samsung i did not take pictures or videos at the time of sending it off so dont really have anything to back up my case other than my word, bunch of scammers, they have done to me what others have said so record everything an samsung will be getting a review also for allowing this to keep happening to their customers as they told me they can't assist in the matter of trade ins.

I traded in my Samsung Galaxy S23 Ultra through Samsung’s official upgrade programme, which is processed by MTR Group. My phone was in full working order, well looked after, and never dropped. Days later, I was told the “back cover is lifted” and was suddenly asked to pay £150 to keep my new device.

The photos provided for this supposed damage do not match my phone, and I strongly suspect either a mix-up or deliberate tampering. When I asked for video evidence or CCTV footage of the inspection, I was met with silence.

I have been a loyal Samsung user since the Galaxy S3, but this experience has been extremely disappointing. Many others online report similar treatment from MTR — sudden large surcharges, vague damage claims, and refusal to provide proper evidence.

MTR is a refurbishment company that makes money by refurbishing devices and reselling them for profit. This means they have a vested interest in reducing the assessed value of trade-in devices to maximise their profit — a practice that, in my view, is deeply unfair to Samsung customers.

If you are considering trading in your phone through Samsung, be aware that MTR Group is the company handling it. In my experience, the process lacked transparency and fairness. Its a complete rip off and scam.

Not flexible, samsung trade in, avoid

Samsung’s trade-in deal is a scam. Initially, they offered me £200 for the trade-in, but once I sent them the phone, they demanded another £100 as an excess fee. Meanwhile, I can’t return the phone, and they want to deduct 20%. This is my last time with Samsung — I will never buy anything from them again.