MTR Group Limited Reviews 

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.

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