MTR Group Limited Reviews 

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

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.