MTR Group Limited Reviews 

Samsung arranged my 2 month old Galaxy laptop to go in for repair as it kept freezing.
DPD packed the computer well at pick up and took a photo.
Received an email from MTR next day to say there was damage to the Screen, Keyboard and Cover. Luckily I photographed these before sending, all in perfect condition
Reported this to Samsung with my photos and requested a refund or replacement. I am waiting for their decision

I traded-in my Flip 5 phone in excellent condition via the official Samsung website, expecting a smooth and fair process. Instead, I received an email from their trade-in partner MTR Group claiming the phone's frame was lifted — supported by two unclear photos that don’t even prove the device was mine.
It felt like they’re trying to reduce the trade-in value unfairly, and try to scam me of a £150.

Incompetent engineers and horrible customer service. I don't care who says they are qualified , they are not and this will be samsung downfall.

scam
dont pick up phones

thought they were scamming, sent them a brand new phone to see if it was broken

and guess what... the same £450 quote sent for a repair

got my case ready now for small claims court
never again

Last Samsung phone ever, Thanks MTR trade in experience

Avoid. They are working on behalf of Samsung. Sent a perfectly good phone as part of a trade for a new device. Told me it's damaged and will cost me £150.00 or my new device will be blocked. Avoid them at all costs. Scammers.

Where's my phone and what is happening to it? When I sent my phone to Samsung for repair, I assumed I was getting a professional service direct from the manufacturer. Instead, my phone ended up at MTR and I have no idea when or if they are going to repair it. Calls are going unanswered.

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.