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Business Profile

Mobile Phone Service

OSL Retail Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for OSL Retail Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 just want to legally be able to buy a ****** ***** * or ** outright without a cell phone plan and the company of OSL will not allow me to purchase the phone outright and says that I have to buy a 2-year plan with the phone *** * ***** ***** **** ****** ******* ******* ** ******* *** ****** ** **** ** ** ** * ***** ****** * ***** *** ** **** ****** *** **** *** *** ***** ** ******** **** *** ** ** ******** * ***** **** ** *** **** ***** *** **** *** **** ******* **** *** ***** *** **** ***** ******* * ****** **** *** *** ***** **** *** ***** ***** ****** *** ******* ***** ******** *** ** **** ********** *** ***** ***** ******* ***** ***** ******* ***** ** ************ **

      Business Response

      Date: 14/07/2025

      OSL is a 3rd Party Company that is partnered with *******.  The phones are purchased from specific carriers and not the manufacturers, thus we only sell them with plans on the carriers they were purchased from.  *******'s website is also like ****** and has many 3rd party retailers that sell on the site.  As an example the phone you are looking at the ****** ***** * has an MSRP of $1100 and the ** has an MSRP of $795.  Therefore even if we sold these phones outright, which we do not, the sale price would be more than the $500.  

    • Initial Complaint

      Date:18/05/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Transaction date 5/4/25 at ******** **** **** **** ****** *** *****.
      Paid OSL $5.04 for a cellphone with a promised ******* $50 monthly plan, $0 fees,
      $0 activation, & everything included. ***** called ******* & on speakerphone & told what was promised. He said offers vary & whatever the agent said is true.
      Dispute nature: OSL commitment was all ****.
      Business resolution: ******* said OSL should give refund.
      The OSL agent probably Ms. ******, would go alone to the back alone away from me
      & speak to said her team leader, whom she said they don’t honor any returns(~5/15/25).
      ******* said they can’t force them & go to ******* @ **** ***** **. for resolution.
      I drove there & they said they can’t do anything but OSL should honor it.
      I put my car in the shop.
      The next day, a couple & I went to the ******* on 6*** * **** **., since the wife
      preferred to go there. The OSL agents said I have to go to the original *******.
      I returned saying what all the other businesses said & reminded her of the contract on the receipt.
      I asked for a supervisor & ****** had trouble contacting someone for quite a while.
      She spoke away from me, in the back & OSL recanted & said on speakerphone:
      I could wave the $35 activation fee but I’m not, & you have to pay a $75 restocking fee &
      one months bill.
      I said No, I’m not going to pay $75 for a $70 phone & not get a phone & not pay these new fees.
      You’re breaking your contract again & I’d rather get a lawyer because you’ve ****.
      He said he can’t help me any further & they should walk away.

      My dispute includes $117.93 charged which consists of $5.04 paid & other items.

      Business Response

      Date: 10/06/2025

      Customer is able to return device and receive a full refund of the purchase . We do not have a restocking fee to return the device . Customer to bring device to the ******* location with box and charger that came with device to return . 

    • Initial Complaint

      Date:21/11/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      OLS cell phone provider in ********. When attempting to make a purchase was faced with the classic **** *** ******. Agent and signage showed a gift card of $300 when upgrading phone. Agent told advised my prior bill needed to be paid for the transaction to go through. I had an agreement to pay my bill by Nov. 29th but paid on Nov. 20 while at the OSL location in order to receive the $300 in GC. Bill was paid and agent put through the sale, new contracts were signed and then I was advised 'I guess the Gift certificates are no longer available, and I can only give you $150." Agent who was a manager (***** ********) advised that although she did tell me just before the transaction that it was a $300 GC for a upgrade that the system can change at any minute to change the sales. I paid my bill early in good faith based on the sale I was told and now am in financial hardship due to the store not honoring the sale they not only had posted but verbally confirmed with me moments before it was put through.

    • Initial Complaint

      Date:24/10/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      My daughter wanted a new ***** ******. June 5th, I had her check in Fort Wayne ***** **** ******** She said that an OSL rep told her $4.58/month for the ****** ***. Great price, so I had her buy two for us both .They told her that **** will credit the $19.84 per phone after we make first payment. We paid about $70/phone activation fee and taxes to ****. **** order ID **********. I made the 1st payment at full price. I got the 2nd bill for same amount. I then went to the ***** **** ******* and talked with Zade (OSL rep). He said "Don't worry" sometimes it takes 2-3 payments to get the credits form ****. He called his OSL boss Kamil she assured me we would get the credits from ****. He gave me her cell number, and said, if you don't get credits she will take care of it. I texted her, and she checked with **** and the credits will come after 2 to 3 payments because **** wants to know you will pay for the phone. She said to text her. I texted her again and again, and there were so many excuses. So I waited. Then, she said there was a problem with a new inexperienced **** rep. I gave it more time, without being a pest or pushy. She didn’t answer my texts. Her cell is ************. So I then got a hold of Amela and Taylor M.. Amelas# **************. After much talking and texting, said that they never should of sold it for $4.58 for those phones. She then also had a PTO emergency day and asked for time, saying shell get back to me. She never did. Then after emailing OSL customer service, she texted and said its “escalated the tower” at ****. So we should hear very soon. That $4.58 a month SALE price was on for about a month at ******* *********. Several people must have gotten their promised **** credits of -$19.84 per phone per month. I've gotten 5 bills from **** and we are still paying $24.14 each for our 2 *******. All we want is for **** give us the original deal that we were promised for the $4.58 per month, per phone. ** **** **** ******* *** ********

      Customer Answer

      Date: 27/11/2024

      I managed to get this issue partially resolved through ****.  If they get me the credits they said they were gonna give to me then it will be resolved,  So far they paid us $200.00 in credits. Next Month I will know better as My statement should reflect the $39.40 in Monthly Credits. **** said I need to wait a month or so, to get the monthly credits on our statement

    • Initial Complaint

      Date:17/10/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      Was solicited by an OSL employee in *******. Was repeatedly told could trade in older model ****** for ****** ** at no additional charge so long as I trade it in at ******* store. Shame on me but I was repeatedly assured of this. Ended up taking to the phone to ******* where I was informed I had been signed up for a 36 month contract with a total charge of $649. I was never presented a contract or provided any consent or signature agreeing to this. Immediately returned to ******* to return was refused a refund. Told to contact OSL, they do not answer the phone even. ***** ** ***** **** ** *** **********.

    • Initial Complaint

      Date:07/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      On 6/24/2024, I was shopping at ******* for a new phone and I was approached by an OSL representative. He told me **** is offering a service plan for 2 phone lines for $80, plus you get a free phone. So I switched my carrier to **** and also added my mother to my account. I now got my bill and I'm being charged $60.99 per line and the phones were not free either. I am being charged $3.31 per phone x 36 installments. **** ** ********* ******** *********!

    • Initial Complaint

      Date:24/06/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Thursday June 20th/2024 at 730PM I went to OLS Services in Renfrew ******* to buy 2new phones and 2 new cell phone plans. I told the assistant that I was coming from a plan that charged ~150 dollars/month after taxes and that I didn't want to go much higher than that. After asking a few more questions and the assistant quoting me 178.84 dollars/month taxes in, I decided to sign a contract with ****. When the assistant gave me the quote I asked specifically if this was the final price taxes in and I was assured that it was. While signing the screen, the assistant pointed out that the price on the screen was not exactly what I was to expect and that the price was reflected without bill credits. At this point I again asked him to calculate my final bill per month taxes included and it once again came to $178.84. The whole time, there were people waiting in line and I could tell he was getting frustrated and trying to rush me through as it was taking so long and he was set to close soon.
      As it was late that Thursday night and **** was closed and I had left for Rochester, NY the next morning, I hadn't had a chance to confirm with **** that the price matched with OLS had told me. At 9:00AM this morning, June 24th, 2024, I entered a live chat with **** Customer Service and asked them what my final bill was and explained to them the reason why I asked was because I still felt that he was trying rush through and I didn't quite trust that I had the full bill. The agent said that it was actually $202.09 and that the price the assistant from OLS gave me was the pre-tax price. I told the agent that I never would have agreed had it come to that much so she advised me to reach out to OLS at ******* in Renfrew. At 10:00AM I reached out and spoke with the manager who referred me to the District Manager who said he could do nothing but told me to contact **** again. I reached out to **** once more and they said there was nothing they could do and referred me back to OLS.

    • Initial Complaint

      Date:27/01/2024

      Type:Billing Issues
      Status:
      Answered
      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: November 10, 2024
      At *** **** Store - * ****** *** ******* ** ***** I was told by and OSL phone rep I could make a free upgrade from an ****** ** to an iphone 15 with no change to my ******* plan.
      It is now costing me $21.46 a month for 36 months = $772.56
      I have asked for a resolution through OSL with no success.

      Business Response

      Date: 09/02/2024

      Good morning, 

      I hope this email finds you well. 

      I am writing in response to the complaint filed against OSL Retail Services by ****** ****** on January 27, 2024. We take all customer feedback seriously and appreciate the opportunity to address any concerns.

      Upon reviewing the complaint, the matter has been escalated to the District Manager, Eric B. ensure a fair and accurate response. I will provide an update on this matter as soon as possible. 

      We sincerely apologize for any inconvenience or frustration experienced by ****** ******. We strive to provide excellent service and uphold the highest standards of professionalism. We value our reputation and the satisfaction of our customers, and we are committed to ensuring that this issue is resolved promptly.

      We appreciate the BBB's role in facilitating communication and resolution between consumers and businesses.

      Thank you for your attention to this matter.

      Sincerely,
      **** *****

      HR Business Partner

    • Initial Complaint

      Date:25/09/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Bought several different phones in the past from this business and they ****** ** *** each time the phones were clearly bad yet they didn't want to accept responsibility and even at one point the one salesman ****** even told me before I left that if I ever have any problems come back and see him he would gladly take care of me yet never did backtracked called me a liar and then walked off and ignored me now because of them the most recent phone I had which they made me buy using an upgrade because they would not do anything eventually broke down last night and because of them I will miss several important and I mean extremely important calls on Monday this company is a **** and a ****** and has ******* many people including employees of ******* where they are mostly located I demand they be reprimanded and shut down! Included below is one of the reciepts I found I know it's not much but hope it will atleast do a little

    • Initial Complaint

      Date:19/09/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 had a ****** ** and was told that I could trade my old phone in to this company and receive $800 for it to be credited towards my new ****** ** which would almost completely pay for it. They were able to get into my ******** account and get the new phone setup.

      After getting the new phone setup, they told me to return my old phone to ******* who was my provider. When I went to ********, they told me I had to return it to the store I had got the new phone at. When I went to *******, they told me that the employee who had promised me money for my trade in had **** and that they could only give me $230 in ******* gift cards if I sold them my phone, Or I could trade my old phone to *** and switch providers to them. These were my only option other than to walk away.

      There were 2 other employees there when I traded my phone in. They all saw him ***** to me and said nothing. * ****** had previously told me that I could get $800 for my trade in, but there weren’t any * ******s nearby so I was trying to save a long drive. Now I am out hundreds of dollars. I should have just driven the distance to trade the phone in.

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