Complaints

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

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  OSL Retail Services

  1 - 5090 Orbitor Dr Mississauga, ON L4W 5B5

• 

  OSL Retail Services

  4 - 2475 Skymark Ave Mississauga, ON L4W 4Y6

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:28/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 entered into a ******* cell phone contract with OLS at the ******* in Mount Pleasant, Iowa on 8/21/23. The contract was for a 256gb ****** ** for $0 (device fee) for 36 months. This contract was entered into with District Manager ***** ***** and his associate *****. Long story short, OSL is now claiming they will not honor this contract.
  
  I confirmed this price on the phone and in-store repeatedly, as the day prior OSL reps at the Burlington, Iowa ******* said my monthly device fee would be $1.70. I was assured it was accurate ($0) and entered into the contract. After several noticing several issues on my ******* account the next day (i.e. said phone line due to be terminated, my plan changing due to OSL despite me explicitly saying I didn't want this), I called ***** to confirm the monthly device charge. He did not return my call. I went into the store, and ***** now claimed the monthly rate would be $4.16 a month - a total of $149.76 more than our contracted amount. This is unacceptable. OSL must honor its contract. I have already purchased ********* and setup the new phone.
  
  I've called OSL several times, and left messages, and no one has answered or returned my message and one email I sent.

• Initial Complaint

  Date:25/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a cellphone at *******, store #****, through OSL. The salesperson said they needed my SS number for a ******** cellphone purchase. I have been with ******** for five years. After the purchase the cellphone didn't work when off WiFi. (This was verified by a ******** tech and OSL salesperson) I took back for an exchange. The salesperson said they needed my SS number again. The exchanged model didn't work off WiFi also. This was also verified by the ******** tech. I attempted to contact OSL directly. They do not answer their calls or return messages.
  During the process, it came to light that ******** does not require a SS check after you are a client. What or who is this company collecting SS#s for? Is it *******, OSL?
  I still have a phone that doesn't work and I am using an old phone that I wanted to replace because it doesn't work well.
  I have no idea how OSL could make this right except provide me with a cell that actually works off Wi-Fi.
  The cell phone purchased does not work.

• Initial Complaint

  Date:17/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 went to ******* on 5.3.23 to buy a car for my ******** **** phone at *** ******* *** ******** ** *****. A man, ****** said he would make me a deal. He said he was getting me a $30 a month plan through **** and no fee for hook up. I paid $7 taxes for the phone that day. ****** went out and got his phone, and put his phone sim card in my phone, then turned it on for me in the store. I went home, and my girlfriend tried to set up ** but it wouldn't let her. I called 611 and talked to a tech who said phone is not equipped to handle **. I ret'd to the store to talk to ******. He said he was helping another customer. So I tried to talk to ****, his boss, but he walked away. So I spoke to a ******* employee who said she could not take the phone back, as it was sold by OSL***. I called ******* 5.9.23 to complain and they shut it off on 5.10.23. Now, I've gotten 3 bills from *******. I've wasted $60 in gas driving back and forth to appointments with **** - ************, who is never there when I come in. I want them to confirm in writing that they will take back the phone, cancel the contract, and tell ******* they should not bill me due to misleading and ********* sales practices.

• Initial Complaint

  Date:15/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 went to ******* to purchase a ******** **** phone and was completely oblivious that there was people working in ******* that are not employed by ******* but I asked the lady if it is possible to purchase a phone from another company and buy a bring your own phone sim card to use with ******** **** because the same phone was much cheaper through *** and I am on a very fixed income. She proceeded to tell me that I could switch to *** and it would actually be $5 cheaper than ******** **** her knowing that I was paying roughly $25 with my $30 dollar asp credit and it would be the same unlimited so I told her that I had just added airtime to ******** **** so she said that it would pay for that in the first few months I decided to go ahead it cost me $55+ in-store and All I had to do is sign up for auto pay before the month was up so I immediately get home and start looking at the plans and the cheapest unlimited plan was $85 so I call destiny with osl back and left a message that has never been returned and tried calling *** 50 times just to keep getting hung up on because my number couldn't be found and after a few days I start getting emails saying that I have $95 bill and that 3.9 of my 4 of data has been used and if I go over it's very expensive I told *** to cancel my service and she looked and supposedly put me on the plan that I was supposed to be on that would be unlimited and everything a few days later I get the same text and call back and told that the only thing I could do is pay another $85 and switch to unlimited when that's what I was supposed to have already paid for. At this point I go straight to the *** store mad at them just to be told that what osl was doing is actually fraud and that they were trying to sell me a old plan that doesn't even exist at this point I had to borrow the money to go to ******* and purchase a 3 month ******** **** card so I could get a free phone and transfer my number so I could cancel the *** without losing my number

• Initial Complaint

  Date:05/12/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  The transaction took place on 27th November 2022 around 1 PM at the ******* Supercenter in Quebec ** **** ** ***** Saint-Léonard, QC *** ***. I was promised a plan for 35$ (base cost of 55$) for ***** Pay 30 GB along with 20$ for iPhone 12. However, the discount of 20$ off 55$ was not applied *** ** ******* ** ***** ****** ** my first bill is now near 100$ which is NOT what we agreed upon. The representative promised a plan of 35$ for ***** Pay 30 GB with ****** Mobile and did NOT properly apply the add-on to my account.
  I have tried going back to the ******* location on November 28th, but there was a different representative and when prompted to ensure that my 20$ discount was applied she said there was nothing she could do and could not check the existence of said discount on my account in the system...
  
  Order number is ********* and account number is **********

• Initial Complaint

  Date:30/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  OSL Business in ******* valley view sold me a phone, signed me up for a 3 year ******* loan and contract without my knowledge. They offered me a $500 gift card which I was told could be used to pay off the price of the phone- this is also a lie, the ***** ** OSL rep told me I could not use the $500 gift card to pay on the cost of the phone. The OSL rep had also me switch my ******* prepaid account to postpaid so he could sell me the phone, and told me I could switch back to my original prepaid account the next day - **** *** * **** I visited a local ******* store, they suggested I undo this mess. I do not appreciate ***** **** **, wasting hours of time.
  I have showed up today at 5:20pm, Tuesday, 11/28/2022. *** *** *** *** ******** ****** ** ***** ******* ** *** ***** It is 6:20 pm now, I still do not have a OSL rep ** **** ****** **** ******* ******* to talk to, no customer service yet