MTR Group Limited Reviews 208

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.

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.