Forum Discussion
Outrageous incompetence
The first SIMcard I ordered never arrived, the replacement SIMCard was theoretically sent last Thursday via Royal Mail 1st class, but I still haven't received it either.
... and YES, Royal Mail delivered today other letters but NOT the SIMCard from Smarty because probably it has never been sent in the first place.
Hey there!
Have you double checked that the address on your SMARTY account is absolutely, positively, 100% correct? It's crucial that every detail is correct to avoid any hiccups or delays in getting your SIM card delivered to you.
We understand the frustration that comes with any inconvenience caused and we truly apologise for any issues you may have experienced.
Once your SIM card is on its way, it's in the hands of Royal Mail and unfortunately, we're unable to track its exact journey. But please know that we're here for you and our customer care team is ready to assist with any further help you may need:
Thank you for choosing SMARTY, and please don't hesitate to reach out if you need anything at all. We're here for you every step of the way!
25 Replies
22/10/2025
Same issue, dispatch email on 16th, never arrived, requested replacement, awaiting miracle at the moment! Even received an email asking me to activate the simcard which I have never received.
I'm having exactly the same issues with not receiving replacement SIM cards. I've requested one three times. Support says they haven't received the request. Surely must be a glitch in the ordering system?
MikeJohn_912736 Have you also confirmed that they do have the correct address for you registered to your account?
MikeJohn_912736 Also, if your order for a replacement sim had gone through, I would expect your account to be suspended for security until the replacement sim was activated as per instructions provided.
Out of interest, why do you need the replacement sim and can you see online whether your account has been suspended/
I'm going to jump in on this one too as I had been looking for similar posts. I'm in the same situation. Ordered my SIM card on the 16th June and it never arrived. Waited past the initial 5 working days and ordered a new one at the beginning of this week.. I'm hearing lots of horror stories like this and don't expect to receive my second SIM.
All the while they have taken the first payment and I haven't even been able to use the service. It's a shame as at this rate I'll be cancelling soon before even seeing if they could have been half decent compared to my last provider!!
Hey
I requested the replacement last week and until now it hasn't arrived (probably because either it was sent to no man's land OR never sent). The worst part is that I trusted them and I decided to close my current contract (with another service provider) on 28th June. I never thought they are not able to send a simple letter.
I often buy from China and the parcels are properly delivered. For some strange reason an invaluable SIM card from SMARTY cannot be delivered. This makes me think the issue is from SMARTY.
Perhaps Royal Mail lost your deliveries, UserXYZ.
Without using a tracking service, difficult to know who's erred.
Let's say the first time was a mistake, but what about the second time ? If they send it to a wrong address, normally it cannot be delivered.
Hey there!
Have you double checked that the address on your SMARTY account is absolutely, positively, 100% correct? It's crucial that every detail is correct to avoid any hiccups or delays in getting your SIM card delivered to you.
We understand the frustration that comes with any inconvenience caused and we truly apologise for any issues you may have experienced.
Once your SIM card is on its way, it's in the hands of Royal Mail and unfortunately, we're unable to track its exact journey. But please know that we're here for you and our customer care team is ready to assist with any further help you may need:
Thank you for choosing SMARTY, and please don't hesitate to reach out if you need anything at all. We're here for you every step of the way!
