MTR Group Limited Reviews 

I bought an S25 Ultra with a bonus £50 Trade In mobile phone in perfect condition and hardly used.
I sent it to MTR Trade In. Yesterday 25/02/2025 I received an email stating that the phone was not received. I replied back with all evidence proof of posting and email sent from them that the Trade In phone was received by MTR. Today, I received another email with a screenshot of MTR trying to login to my Trade In phone using an email address? The phone was reset before sending it, so all data was erased. How do you login to a phone that was reset with an email address? The Trade In Team are now demanding £50 > in a rude manner no apologies at all about the shambles service. And no offer to send the phone back? I contacted Samsung Customer Services and very little help: contact I was told online the: shambles service offered by MTR Trade In Team! Avoid this Trade In offer from Samsung it seems to me that you gonna get ripped off!

Shocking Accusations & Terrible Customer Service – Avoid Samsung Trade-In!

I traded in my S23 Ultra for an official Samsung upgrade, using Samsung’s own prepaid Royal Mail return label. Despite having proof of postage, Royal Mail lost the parcel.

Instead of resolving the issue, I received an aggressive and insulting email from Samsung’s trade-in partner (MTR Group), falsely accusing me of forging my proof of postage and demanding I pay the full trade-in value. The accusation was so outrageous I thought it was a scam. But no – this is how Samsung treats loyal customers.

I have since reported this to Action Fraud UK, Trading Standards, and the Financial Ombudsman Service. I will NEVER buy another Samsung product while they remain partnered with these crooks.

⚠ If you’re considering a Samsung trade-in – DON’T! Their partner company will blame you for their failures and try to extort money from you.

Stay away !

The phone was in perfect condition with was also protected by a double sided phone cover.
They then offer less than half of what was agreed. They returned the phone without the phone case and without the original box it came in.
The company is nothing but a scam. Full of grifters.

I used MTR because Very offered a trade-in deal for PS5. It was easy to get a quote. The packaging they sent wasn't useful as it was big enough for a phone, not a PS5. The postage they offered wasn't good either, they had two options - a free one with £100 insurance cover, the second one with £500 but you need to pay. I phoned them to clarify this as our item was valued at £200, but the customer care lady was very moody, and she did not understand our point. We used free postage, luckily all went smoothly and we received the payment without any issues. I filmed the process of packing the PS5 from beginning to end to show that what I sent was in good condition. I advise everyone to do the same, just as an insurance.

Great deal on trade in with new phone purchase on Very. Good communication and very helpful with MTR Group. Well done and thanks.

Last week I sent in a perfect condition phone (A Galaxy A52 5G) that had lost network after a Samsung software update. No other faults.

I've worked in 'phone repair and support for over 20 years.
Expected: a repair estimate with parts and labour.
Received: A an email with a link to open, which then showed either a quote for £160 +VAT (£191) to go ahead, or pay £15 to reject the repair.

The whole experience has no human touch, only chatbots, emails, and links to websites that are auto-generated. There's actually a number to call, but its just more automated menus.

I would expect a good customer experience would include at the very least a confirmation that they found the same fault as I described (not registering on the network), to give me confidence in the repair, but no.
No details at all - not even a shipping cost, no breakdown, no idea of what I'm getting for my almost £200.

This is one of the most unprofessional quotes I have ever seen at more than half the price of a new equivalent phone, and far below my expectations of a high-quality authorised Samsung repairer. If I was investigating any of my past suppliers for fraudulent behaviour, this is what I would be looking for: Overpriced repair charges without explanation, no details provided; and a separate "B-channel" selling refurbished phones.

I cannot NOT recommend this company enough. Don't bother, stay clear, do not use Samsung's guided repair process, find someone else. I will never use them again for anything based on this experience.

I used the trade in service when purchasing a new phone from samsung. The phone was sent in perfect condition after having a case and camera lense cover on for the entrie time I owned the phone.
When they received they sent me a bill for £150 because of dust Inside the camera lense.

They sent me one image of the lenses and the surrounding area was heavily scratched and damaged. I disputed this was even my device but they downright refused to send any further images or videos of the rest of the device so I could confirm it was mine.

I was then told we are not sending any other images and your choices are pay the money, return your new device and have this (now damaged) phone back or be IMEI blocked.

The only image they sent looked like it was in a back office and the holder of the device with very long and dirty fingernails.

Massively unprofessional and an absolute scam

If I had read the reviews before I probably wouldn't have traded my phone in. However I'm happy with the recent experience. Packaging arrived quickly with free postage or the option to pay to get a higher insurance amount if something went wrong. I got an email to say when they had received my phone and I got another one a few hours later with the full payment. No issues here when trading in through Very.

Complete scam, stay away from this company. My son had a year old PS5 which he don’t use anymore. We were quoted £210, when MTR received it. I was sent an email saying it is faulty, the reason that the Thumb Grip on controller ie the rubber is worn. These scammers said due to this the console is classed as Faulty and changed the amount to be paid was £5. Please DON’T waste your time with them. We only used them because VERY had a link on their page. AVOID THEM

This is quite literally my first time ever leaving a review due to a poor experience with MTR. I attempted to trade in my device following purchasing a device from Very. Unfortunately, the experience has been poor, as has contact with the service. I was quoted a price, my device is fully working. Upon sending it in, the price was changed due to the device being "faulty" due to a small mark that I had noticed on the phone (this reduced the price to just over 1/5th of the original price) - when I challenged this, support has been less than satisfactory. Finally, they decided to throw away my official box that I sent my device in to keep it safe. So even if they did return the phone to me, I'm down the box at a minimum, assuming it doesn't get damaged in shipping.

To summarize:
- Poor business practices
- Poor customer services
- Poor outcomes

I would never have used this service had Very not prompted me to on their website and used their good name to vouch for them.

Awful avoid at all costs... I wish I had realised that samsung use a 3rd poorly run party, for the trade in.
I sent though my phone, apparently there's a mark. I've declined the 270 offer. And requested the phone and other items be sent back. I emailed they refuse to send the cases back, it was less than 24 hours. And judging by comments on I expect they'll keep my box. I feel sick to the stomach, I actually feel like I've been conned.
I did look at samsung website, couldn't find anywhere that said just send phone. No where on the leaflet did it state this.
I honestly can't tell you how upset I am. They've literally ruined any chance off selling on ebay now....
Gutted is an understatement... if you use them. Keep everything just send the phone, take pictures or video. And above all else Be very careful.

Dont hold up their promises

I used the Very.co.uk trade-in for my iPhone 14 Pro Max. They were offering slightly more than elsewhere. I took photos of the phone (for evidence) and popped it in its original iPhone box and posted off special delivery.

Got an email the next day saying it had arrived. Got an email less than one hour later saying it was completed and the money would be with me later that day. Got an email, late afternoon, saying they'd sent the money. Got a notification from my bank saying the money was in.

If I could give zero star I would have.
Trade in offer through Very for an old tablet when I bought a new one. They offered £25 so I reset wiped it, checked it was working and packed it up securely, it is in very good condition. Got an email a few days later saying there is a problem and it is stuck on the loading screen and is faulty, so would now offer me £3. I refused that and told them to send it back. It arrived a day or so later. I opened it up, switched it on and it was working perfectly, no issues. Of course they didnt send back the original case it had been in since it was new.
Avoid like the plague, trying to low ball to £3.. I bet they didnt expect me to tell them to send it back.. Nasty..

Dreadful service: advised device was worth £130 by them, so paid almost £10 postage to send to them, came back and advised it was actually only£20!!!!! The iPad is immaculate and only an option to put what generation and gb!!
Did return to me but arrived attached to a piece of cardboard, not in its original box I sent in so is no worth even less to sell on
myself!
Avoid using them, total rip off!

I traded in an old phone to Samsung to buy a new S24. They outsource their trade in bsuiness to this company. I had a similar experience to other customers - offered a fair price for an old phone intially followed by a reduction for minor damage (a scratch) after they have sold you their product. AVOID AT ALL COSTS.

Avoid this company at all costs !
Do NOT trade in your phone
You will be completely scammed !!!
AVOID AVOID AVOID
One star is one too many !

I found this company through Very. I trade in an iPhone 11 pro max and a few days later got an email saying my device was blacklisted due to be deemed as lost or stolen. I have being use the phone for 5 years without any issues and all of sudden, after they received the phone is blacklisted?? I believe they putted in the blacklist because now they will “discard” my phone and I am loosing £160. They told me to contact the carrier, the carrier told me to contact the seller, the seller is from abroad and said they don’t have an international blacklist, Apple says they don’t have access to the list. Like anyone knows how to sort this out and the company doesn’t want to return my phone. The police said to ask for legal aid but how much will cost!? More than £160!
If the phone was stolen, would I sell to a company?? Doesn’t make any sense!

appalling company to deal with. offered me sensible money online for a 7 year old laptop, in great condition. On receiving it they complained that the battery didn't have more than 80% life in it. (funny that, after 7 years daily usage). Pathetic service and no opportunity to speak to anyone either.