Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called red wireless to inquire about cell phone plans on 28dec,2023
  Spoke to ****** at ************* *** ***.
  
  After discussion I ordered ****** cell phone and accessories worth $300. But next day I called ******
  to cancel the accessories from the order and which she does.
  After that I had to call them again on 31Dec,2023 to cancel ****** Internet and also confirmed with there CSR that accessories order is cancelled.
  Next morning I saw a charges on my visa card by red wireless $300.
  
  Now, no one is returning my voicemails neither do my emails.
  
  I demand refund for the accessories worth $300, they were ordered but cancelled and confirmed by there two different employees over the phone the next day please.
  
  Regards,
  ********

  Business Response

  Date: 12/01/2024

  Our team has reviewed the history of ********'s order and found that the initial order was submitted with accessories on December 28 2023. Our team promptly completed that order and it was shipped with the requested accessories on December 30 2023. We received a request to cancel the accessories by phone on December 31 2023 after the order had already shipped. We advise on our website, as well as in the terms and conditions and on all invoices that accessories are final sale and are non-refundable after shipment. As per our policy, our team advised ******** that we could not accept a return of the accessories for refund as they had already shipped out at the time of their request.

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called to cancel the accessories over the phone I was told by there three different representatives that it is cancelled and I was never told that it is final sale. There representative also told if order arrives I can return it after , you can listen to there phone calls. 

  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 12/01/2024

  We do advise in our confirmation documents as well as on our website, FAQ page and on all invoices that accessories are final sale. The policy is also advised in the terms and conditions checklst that is submitted on the website and also verbally read to all customers when submitting an order over the phone. Our team has confirmed that request for cancellation unfortunately came after the accessories had already been shipped out and thus cannot be returned at this time due to policy.

  Customer Answer

  Date: 12/01/2024

  We live in Canada and it's 30days return policy applies every where.

  Listen to your phone recordings, when I asked about return and exchange it was cleared to me by your call centre bunch of goons that yes I can return it even after I receive the accessories.

  I have received anything and they charged me $300 already on it and 2cellphones by ****** are also lost somewhere.

  Ask them to do the refund and present the call recordings please 

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted an online preferred mobile plan order with my name , my address, my employer, my driver license and my credit card.
  
  However, I have got an response message with a different name and ask me to provide a employee validation for **** which I have never worked.
  
  I replied message and tried to call back the company. nobody response to my message. the sales person said the info is not correct and they can't fix my issue. they ask me to call support which I have hold for three hours and nobody pick up the phone.
  
  I am in a deadlock now. I can't cancel or move forward with my order. This quality of customer service is really bad.
  
  They have my credit card, I don't know how much I will be charged

  Business Response

  Date: 10/01/2024

  We have reviewed the details of the order found under ****'s contact number and can see that there was some confusion with the initial order due to a technical error in our system. We request that **** reach out to our order support team via email at [email protected] with their order number in the subject line so that our team can confirm the correct order details and get the order completed promptly for them.

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because,

  i Have attached an email reply I did when I got an order for a different customer.  Nobody replied to me and confirmed that my information has been removed from the other customer’s profile.  Apparently they put my contact info to another customer’s profile and send me the order info for another customer.

  thanks

  
  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 15/01/2024

  Our team has confirmed that it has since been corrected in our systems. It is well documented on ****'s profile, all orders, as well as heavily documented on the secondary customer's profile that there was a sync error previously. There are some back-end systems that we cannot retroactively correct. Previous emails and threads will show the incorrect name however as advised, we have corrected this on our side already and it will not happen moving forward.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against the unprofessional behavior of the ****** Red Wireless Team. In 2023, I switched from ***** to ******, referring friends to a bring-your-phone plan priced at $40, which included numerous discounts and allowances (No Term
  60 + 15GB CAN-US Infinite 5G Plan
  @ 250 Mbps
  + Free International Messaging
  - $5 MSF discount for 24 months
  - $10 Red Wireless Exclusive off per month for 24 months
  - $25 Preferred Discount
  - $5 AutoPay Discount
  $40.00/mo.).
  I was assured of a 30-day price match policy, which I utilized during the Boxing Day deal, as evidenced by the attached photo.
  
  Despite confirmation from the Red Wireless Sales Team regarding the price match and the procurement of devices (****** ** *** *** *** ****** ***** *), the team’s delay in processing my request caused significant inconvenience, leading me to return my devices to *****. Subsequently, I received an email stating that my order cannot be processed until January 7th, 2024.
  
  The prolonged delay, lack of effective communication, and failure to honor the agreed-upon terms have resulted in severe disruption and multiple attempts to resolve this issue through calls and emails, with no satisfactory resolution yet.
  
  I request immediate action, including the processing of my order in line with the agreed terms, resolution of the inconvenience caused, and appropriate compensation. The unacceptable service and work ethics displayed have left me deeply dissatisfied and seeking intervention to rectify this matter promptly.
  
  Thank you for your attention to this issue. I trust the Better Business Bureau will take the necessary steps to address and resolve this complaint.
  
  Sincerely,
  ***** ***** ************

  Business Response

  Date: 03/01/2024

  ***** placed an intial order for a plan only and that was completed. He later requested to upgrade to devices on those lines. As per ****** policy and advised to him, there is a 30 day wait for an upgrade to be allowed on a newly activated line. There is no way around that policy and he has been advised of this. This information is also clearly stated on the ****** website as well as in the terms and conditions of their agreements. ***** has sent several emails and called our support line several times as well, where he has been told that we cannot proceed with his order until that 30 days has passed. He has been notified thoroughly that his order will remain on hold until it is eligible for upgrade on January 7 2023. There is nothing else we can do at this time until that date.

  We will continue to hold his order until the eligibility date as advised to him.

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I feel ****** Red Wireless is using misleading sales practices. During my interaction with their team, I was not informed about a crucial 30-day waiting period that significantly impacted my decision-making process. This lack of transparency, coupled with aggressive sales tactics, has left me feeling undervalued as a customer. I would greatly appreciate your assistance in addressing this matter.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/01/2024

  We advise in the terms and conditions on all orders, as well as ours and ******' website that there is a 30 day wait from activation of an account before an upgrade can be done. There is nothing further we can do to assist with this order that we have not already advised. We have advised that it will be processed once eligible on January 7 and that is still the case.

• Initial Complaint

  Date:21/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently got 2 devices on one order and bought 2 ***** * phones. Was told i could exchange or return within 30 days at no cost. Last had a change of mind about ***** * and called to excchange both ***** * devices for a ***** * and an i***** **. Was told There is a $50 exchange fee. Asked if its per device? Was told since 2 devices are on same order, it would be $50 only not $100. so we proceeded with exchange. Now after few days, being asked to pay $100 ($50 fee X 2 devices). They're apologizing for the confusion but still wants me to pay $100 instead of $50 as communicated before. ******* ******* ****** ******** * **** **** *** ******* *** *********** ** **** ********* *** **** ******* **** ******* ** *** ** ******** **** **** *****

  Business Response

  Date: 21/12/2023

  The team has reviewed the history on the order and found that it seems there was a misunderstanding as there were two devices being requested for exchange and the fee is usually per device. The team has since confirmed that there will only be one exchange fee charged as both devices are on the same order and being sent together at the same time. Our team has only collected one $50 fee in this case. We are always open to feedback from customers and strive for the best customer experience. We have forwarded this case to our internal teams for review with new team members for clarification. We encourage ******** to reach us through our support channels if any other issues arise with their order and we will be happy to assist with those.

• Initial Complaint

  Date:15/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: Nov 25, 2023
  I was to a Rogers store in Oakville, Ontario at Oakville Place and requested a brand new ****** ** **** according to an email I received with special price. The salesperson at store told me they did not have it in stock but he could order it through my cell phone and he did that.
  They sent me an email confirmation of my order the same day saying that I would receive my brand new ****** ** **** in 3 business days but it has passed already 15 business days and after many emails exchanged they still did not provide the date for delivery.

  Business Response

  Date: 15/12/2023

  Our team has reviewed the history of *****'s order and we can see that ***** did submit an order on November 25 2023 for an ****** ** **** 128GB. We received high volumes of orders for that device on that date and we did notify the customer that there was a delay in processing due to unexpected demand of his selected device. We also replied to several incoming requests for updates from ***** by email over the waiting period for his order.

  We also advised ***** by email that we were awaiting additional stock from the manufacturer to complete his order and that we would provide updates as soon as we had an estimated arrival for more stock. Unfortunately we do not have any control over stock delays from the manufacturer but we do notify all customers as soon as we recieve information about that. We will continue to provide updates as they are available and process the order as soon as it is possible to do so.

  If ***** would like to discuss alternative stock options for his order or make any other changes to the current order, we encourage him to reach out to us directly by phone or email with his order number and we would be happy to assist.

  Business Response

  Date: 18/12/2023

  *****'s email history includes replies from November 30, December 1 and December 7 as well. We have provided all updates that have been available for the order via email as advised previously. If ***** would like to discuss alternative device models for his order to proceed with instead of waiting for more stock of his selected device, he is once again encouraged to reach our support lines as indicated in the emails sent to him and our team can look into other options. We will continue to hold this order until stock becomes available unless we are contacted directly by ***** through our listed support channels for order modification.

  Once again, we do not have any control over manufacturer delays for stock and we have provided updates as they are available to all customer orders delayed for that reason.

  Business Response

  Date: 20/12/2023

  We have advised many times throughout this chain to reach out to our support lines in regards to an open order. ***** has continued to reject responses and use a complaint improperly to discuss his order. We have provided him with the support contacts to reach out regarding his pending order and advise him to do so at his discretion where our team will be happy to assist him.

• Initial Complaint

  Date:08/05/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ****** ******* ** *** ***** ** ********* ********** ************ ** *** ********. They claim to be an authorized Rogers dealer. I signed up with them for a phone and a plan in December 2022 at which point I was promised a specific price and a specific plan. I was assured I will be getting the plan I signed up for however, till this date I am paying more than what I signed up for and received a phone plan lower than what I was promised. Red wireless has taken 0 accountability. I know I am not alone in this as I know numerous people in the same boat as myself including my brother who also signed up at the same time as myself. Please advise as I have run out of options

  Business Response

  Date: 09/05/2023

  Hi ****

  We have been actively engaged in escalation with the Rogers team to resolve ****'s plan and pricing issues on his Rogers account. We have continued to follow up with the Rogers Back Office Team over the past several months to have this corrected as this is a delay and error on their part. We have escalated this further to our Tier 2 Support line to have his account corrected as urgently as possible.

  We will continue to follow up on this with Rogers to ensure they make the required corrections to ****'s account and will follow up with **** as well as his brother's account to ensure completion on their part. Once we have confirmed that they have completed the necessary corrections, we will notify **** as well as previously advised to him. We continue to follow up with Rogers on all affected accounts to ensure customers receive what they selected.

  Please do reach out if you have any questions or concerns or require any additional information and we can provide that for you.

• Initial Complaint

  Date:24/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this complain is about RED WIRELESS. I order a upgrade (Nov19) with my current ****** EPP account with ************** with RED WIRELESS (a authorize ****** Dealer). Sales representative ************* quote me $40 plus text with ****** and took all my personal information and send me an confirmation email with all details.
  
  The next day I received an employment verification from Red Wireless to provide employment information of *************. I clearly mention in the email that I dont work for *************, I do work for ****** and I DONT WANT TO PROCEED IF price will change due to that. also requested to to let me know so that I can go with other offer I have on the other hand. They reply me back (nov20) to submit ****** employment info and the pricing will remain same. (have email proof)
  
  after that I am keep calling ***** for an update, left numerous VM, no response. then called support, they also ensure that everything is fine, ***** just need update few information and he will be calling me in half an hour to an hours. I was keep waiting, no call back. I am calling back again and again, no response until 23rd Nov.
  
  On Nov 23rd, I received and call from ***** and his manager saying, they made an mistake the price will $50 of $40 and they don't want to take any responsibility of their mistake. they also not providing any information how their complain process as I am very disappointed with their approaches. they are also not giving any ombudsman email/ president of office email or anything like. they are just proving one email, in which I already emailed and don't get any response. I would like to know exactly which higher department and third party email since I am absolutely not convinced with their behavior and resolution. thank you
  

  Business Response

  Date: 04/01/2023

  Business Response /* (1000, 8, 2022/12/14) */
  ***************************************************************************************************************************************************************************
  
  Hello ****,
  
  Sorry for the late reply. First, the above-named client gave our sales rep misleading information about where he was working. he claimed to be working for ***************. The deal he wanted was only for those working to ***************. That made it hard for us to get the deal to him as he worked for ******.
  
  Please if you need any further information I will be more than happy to provide that.
  
  Kind regards,
  ******