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:15/05/2025

  Type:Billing 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.

  ** ******** * We signed up 2 lines through Red Wireless during Black Friday.
  - Asked for an adjustment (monthly hardware subsidy) before the order was processed/lines activated.
  - Got confirmation from Red Wireless that it was possible
  - Noticed pricing discrepancy when first bill came.
  - Was told that we missed the Black Friday deal because their backend team was slow at processing orders.
  - Confirmed that it was still possible to make the adjustment,
  - Inquired about it Dec, Feb, May.
  - Each time told to wait 1-2 billing cycles, then 2-3.
  - 6 months later still no adjustment.
  
  We don’t have visibility into whether our request was put through, or if we are just being strung along the entire time, and they are not able to make the adjustment as promised.
  
  * **** ******** * *** **** ***** *** * ******* ** **** ************ ** **** ** *** ****** ***** *****.
  
  We also paid $**+tax per phone to have them shipped to us. Shipping took almost two weeks which means one of the lines (which needed to be switched over from another carrier) lost about half of month worth of paid and unusable airtime. We did not even complain or seek compensation for that.

  Business Response

  Date: 15/05/2025

  Hello Elvira,
  
  
  We received your complaint regarding the pricing of the iPhone ** ***** during the Black Friday promotion, which was advertised at $** per month plus taxes.
  
  
  Upon review of your account, we see that a submission has been made to our escalations team to correct this issue. However, there was a missed offer code that was added today that should make the hardware price at $** per month plus taxes.  We kindly ask that you allow us 5-7 business days to provide you with an update. Once the pricing issue is resolved, all necessary adjustments will be made to your account.
  
  
  Regarding your concern about the shipping fee, our accounts department has confirmed that you are only been charged $** plus taxes for shipping. If you believe you have been charged double this amount, please send us a copy of your statement so that I can have this rectified for you. * **** **** ******** *** ******* *** **** ******** ******* *** **** **********
  
  
  Thank you for your patience and understanding as we work to resolve these matters for you.

  Customer Answer

  Date: 27/05/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  They had also reached out me and was able to quickly resolve the issue.

  
  Sincerely,
  
  
  
  Jason ****

• Initial Complaint

  Date:12/02/2025

  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.

  On November 30, 2024, I placed an order with Red Wireless for a ****** plan (Order Number: ******), which included an ****** ** ***** in White. After completing the document review process, my order was processed and shipped on December 16, 2024. However, I never received the phone.
  
  On January 9, 2025, I contacted the courier company and opened a shipment tracking case. After their investigation, they informed me that they could not provide proof of delivery to my address and advised me to reach out to the sender for further assistance.
  
  I contacted Red Wireless on January 22, 2025, and they confirmed that they had filed a claim with the courier. I followed up on January 24 to ask how long the process would take, and they informed me that the claim was still pending. On January 27, I asked if any compensation would be provided since I had already paid two months of plan fees for a phone I had not received. Unfortunately, they said they were unable to offer any reimbursement.
  
  On February 11, 2025, I called again to check the status. They stated that the claim was still pending and that they would not send me a replacement phone until the claim was resolved.
  
  This has caused significant frustration, as the phone was intended to be a Christmas gift for my mother. The delay has now extended to over two months, with no clear timeline for resolution. Despite paying for the phone plan for two months, I am left without the device and without compensation for the inconvenience caused.
  
  I am seeking a resolution, which includes either the immediate delivery of the phone or a refund for the paid plan fees during the period when the phone was not in my possession. I hope to resolve this matter promptly.

  Business Response

  Date: 12/02/2025

  To whom it may concern,
  
  We have contacted the customer and discussed a resolution regarding the incurred charges on their order.
  
  As a resolution, we have informed the customer that we will credit the incurred charges. If they wish to proceed with the order, we will send a replacement phone. If they opt to cancel the order, we will forward the cancellation request to our escalations team, and the charges will be adjusted accordingly.
  
  We are currently awaiting the customer's reply on how they would like to proceed with the resolution presented.

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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.

  Dec. 26 2024 Red Wireless charged us $******* for a new cell phone, and a free tablet *** **.
  We where charged the entire cost of the new phone, plus a monthly charge to pay it off over 2 years. We contacted them and they admitted they made a mistake, and should have only billed the monthly charge.
  They also charged for free cell services, which they reversed on the next bill.
  The new bill has the entire cost of the phone on it, plus charges for free services, the monthly fee again, plus a monthly fee for the free tablet. We are being charged double for the phone.
  We have contacted them 3 to 4 times, spending around 9 hours to try and get the billing right. They are not addressing anything we brought to there attention.

  Business Response

  Date: 05/02/2025

  We investigated the issue and discovered that a tablet was accidentally added to the customers line during a hardware upgrade. This matter has been escalated to our support team.
  To correct the error, we require signed documents from the customer. While the customer has already returned one agreement, the person handling the case went on leave. Today, we have sent the customer a manual agreement, and we await its return with the customer's signature. Once we receive the signed document, all necessary charges will be reversed.
  Per the customer's request, she wants the credit to be applied to her credit card. This request must be processed through ****** customer care, and it was relayed to the customer via email.
  
  
  

  Customer Answer

  Date: 06/02/2025

   
  
  Better Business Bureau:
  
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is hopefully resolved & satisfactory to us. We will not know if the billing is correct till the next bill arrives in Mar.
  

  We had multiple response from a Red Wireless exe. There billing is very confusing, as it does not explain the different charges. We have not had a bill in 2 months that shows what we are paying for, or is showing over &******* for charges that are part of our contract.

  So far we have been on the phone over 25 hours trying to resolve billing errors. For this time we will have to pay them $***** to ****** for setting up everything wrong.

  The staff was not empowered to resolve issues with us. Only exe's, or the parent company it would seem have the power to fix issues. We think this should addressed as it leaves a bad taste for quality service from a company. 

  After taking to the exe Tec Rep we truly hope they have addressed our concerns.

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

• Initial Complaint

  Date:16/01/2025

  Type:Sales and Advertising 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 applied for the Red Wireless boxing day deal for Infinite plan - 60GB on Dec 29, 2024 at 10:28 pm and got an order number. Email said that it will take 5-10 business days for the order to be processed.
  I emailed the Red wireless team on 01/15 to see the status of the order and on the 01/16 got a call back from them that I missed. When I called back the agent (**** *** * ***), he advised me that the back end team thought the order was for a business account and cancelled it.
  There was no email confirmation, nor did anyone reach out to confirm any details before cancelling the order.
  I asked for the order to be processed now and they said the new price is going to $**+ taxes for the first 3 to 5 business cycles and that no credit will be provided. I asked to speak to the supervisor and the agent advised that Supervisor will not take the call and the supervisor name is *** *****. I requested that my plan be activated and credit be provided to supplement the increase in cost of the plan for the first 3 to 5 cycles as the error was not made on my part and the back order team decided to cancel my order without any confirmation. The agent said that they are not able to do that.
  I am requesting credit be provided for the increase in cost for these billing cycles and explanation provided why I was not informed regarding the status of my order prior to cancelling.

  Business Response

  Date: 16/01/2025

  After thoroughly reviewing the customer's request, it is clear that there was a misunderstanding by the representative regarding the type of account the customer held. A request to update the customer’s plan to match their original order was submitted on January 2nd and completed by January 7th, with all applicable discounts applied. The correct plan is now active on the customer’s account.
  
  However, the customer has not received the requested device upgrade due to an error in closing the original order. I have expedited a request to process this order immediately and have also requested an adjustment to the device pricing to honor the original order price, as the pricing has since changed. Please note that adjustments may take 2-3 billing cycles to reflect fully.
  
  We recognize that the customer was not adequately informed prior to the closure of their order. Additional coaching and feedback have been provided to the team to prevent similar occurrences in the future. We appreciate the customer’s feedback and are committed to using this situation as an opportunity to improve our processes and service delivery.
  

  Customer Answer

  Date: 16/01/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I understand that I was not made aware of the order cancellation and even though it might take 2-3 billing cycles to get the right pricing for the device, the onus should not be on me to pay the difference in the device pricing. Hence, I request you to provide credit in lieu in order to make up for the difference in device pricing for the 3-5 billing cycles.

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

  Business Response

  Date: 17/01/2025

  We have processed your order and provided complimentary express shipping. Your package is expected to arrive today or by Monday at the latest. Additionally, we have submitted a request for a pricing adjustment, which should be completed within one billing cycle. The plan pricing has already been adjusted, so no further credit is required for that. The device was processed at $***** instead of the originally ordered price of $*. To ensure this discrepancy is addressed, we will apply a $** bill credit to your account to cover any additional charges incurred during the adjustment process. This credit will reflect on your account within 1 to 2 billing cycles. Once ****** completes the pricing adjustment, you will receive the full adjustment in addition to the $** credit. We appreciate your feedback and trust this resolves your concerns.

  Customer Answer

  Date: 17/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:28/03/2024

  Type:Delivery 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.

  Mar.4 Placed order for new phone with Red Wireless. order # ******
  Mar.5 recd confrmtn email, order ******
  Mar.18 no phone was delivered.
  Mar.19 issue escalated to ***** at ************ * *** and he orders phone#2; same order ******
  Mar.26 phone #2 (blue) is recd.
  Mar.26, 1pm I call Red Wireless to have tel# (**************#) 'ported' ; spoke with *****, she advises me of 1 hr to have tel# 'ported'
  Mar.26, 2pm, phone has error, 'SIM1 not provisioned'; I called RedWireless and speak with ******, who transfers me to ***** then she transfers me to ******* from ********* in Montreal. Phone is not working as my tel# has not been 'ported' to new phone.
  Mar.27. 8am, phone is not working, same error on screen, 'SIM1 not provisioned'; I called ***** at **** leave voice msg. ***** calla at 10am to say that ***** is working on my issue. She or him will call be back. no ETA for resolution was given
  Mar.28, 8am, I call ***** **** leave voice msg to advise him my phone is not working and no one called me on Mar.27
  
  Please investigate as to why telephone company RedWireless is not able to 'port' a number from
  ************** to RedWireless within 1 day?
  **** ********* ** ** * ******** ** *** * ***** ******** *********** **** *** *** ******** *************** *** *** *** ******* **** **** *** ** ******* *** ********* **** ******* ******* **** ***************

  Business Response

  Date: 28/03/2024

  I have reviewed the case file and here are my findings on this customer. 

  
  The customer placed an order on March 1st 2024 and it was shipped out on March 5th 2024. On March 18th, the customer reached out to us to mention that he did not get his phone. We filed a  lost claim with ****** **** immediately and shipped out a new phone on March 22nd 2024. On March 26th 2024, the customer called us and we tried to transfer their phone number from their old provider, ****** ********, to their new provider, ******* As a complement of information to the customer, we are not a telephone company but a third-party affiliate of ******* Therefore, we are not in charge of their lines, just helping them migrate from one entity to another. 

  
  We completed the phone transfer in our system and it just showed as completed. When the customer tried their phone, however, it did not work. There are possible technical issues that might prevent the transfer from working properly. We have tried troubleshooting unsuccessfully with the customer to solve the issue. Since then, we have been in contact with ****** support to try to find a fix and are in the process of helping the customer. We will reach out to the customer again to help them complete the number transfer.
  

  
  

  Customer Answer

  Date: 03/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:30/01/2024

  Type:Customer Service 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.

  Hello there, I hope this email finds you well. I am writing to bring to your attention a concerning issue regarding my recent order with Red Wireless (redwireless.ca) on Jan 2nd, I placed an order for the 100 GB Exclusive CAN-US-MEX Infinite 5G Plan plus an ****** ** *** *** *** **. I received a confirmation email the same day, post the completing the ID verification process by submitting my driver's license on the next day as requested. Regrettably, on Jan 8th and 10th, I received a text message & email from Red Wireless offering to get BYOD plan first and do the upgrade desired device after one month instead of processing my previous order. I rejected their offer after reading many complaints about their unclear bills by the same offers from many current users so I would like to keep my current order. However, I've been waiting too long, and I haven't gotten any contact back from them yet after rejecting their alternative offer; I was trying to give them a call (could not wait an almost-hour waiting line) or send them many messages to raise my concern about my order but there was no reply me. I am concerned that an untrusted business providing a good deal but not processing it and trying to entice the customer into another contract is a disadvantage to the customer. Because I have provided my ID for Redwireless but I didn't get contact from them so I'm worrying about their purpose of obtaining my personal information.

  Business Response

  Date: 30/01/2024

  Our team has reviewed the order history and can confirm that we recieved a recent order for two devices with brand new numbers to add to an existing account. Our team requested additional verification which we can see that some was provided however we were unable to reach the customer by phone to complete that verification. Unfortunately due to the value of the order that was placed, our team requires to confirm with a customer by phone before we can proceed with approval. We made several attempts to reach *** by phone but were not able to connect and the order was closed as a result.

  Our team has arranged to reach out to *** once more to attempt to verify the details so that the order can be processed and will follow up with an email notification if no response is received to arrange a better time for call back. We continue to encourage customers to reach our support channel directly either by phone at 1 888 819 1007 or by email at [email protected] regarding existing or pending orders. We can confirm that our call wait times are well under an hour with a current average wait of only 1.5 minutes. Our email response time is under 30 minutes during business hours as well.

  We will follow up directly thorugh the appropriate support channels to resolve any further issues with ***'s order.

  Customer Answer

  Date: 30/01/2024

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

  The business is not honest. I only ordered 1 device is ****** ** ******* They told me to submit the ID for the verification, i did it & got response from them which I attached the photo for the message I got and sent with them. I also never got any calls from them as they said. Whatever this company response to the complaints from customer as i have seen BBB were not true & trying to put on the faults on customer.
  
  
  
  Sincerely,
  
  
  
  *** **** ***** **

  Business Response

  Date: 31/01/2024

  The customer submitting this complaint has continued to refuse to answer our calls after we have continued to reach him by phone and left several voicemails. The order in question is for two very high cost devices that we must complete fraud checks for as per our policies to ensure that the order is valid as it has been flagged for common fraud markers. This customer has continued to refuse to complete these verification checks, even after we have reopened the order due to his BBB complaint.

  
  At this time we cannot proceed with his request as it is a fraud risk due to non-compliance for verification. ** *** ****** ****** **** *** *** **** **** **** ******* **** *** ********* *** ***** *** ***** ** *** ********* **** *********** ******** ** *** *** *** ** *** ********* ****** ** **** ****** ** ***** ** ******** **** ** *** ******* ** ****** ** ******* **** ********** ****** ** *******

• Initial Complaint

  Date:17/01/2024

  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.

  Hello there,
  
  I hope this email finds you well. I am writing to bring to your attention a concerning issue regarding my recent order with Red Wireless. (redwireless.ca)
  
  On December 26th, I placed an order for the No Term 105GB CAN-US Infinite 5G Plan, $40.00/mo. (Order Number: ******). I received a confirmation email on the same day, post the completion of the employee verification process.
  
  Regrettably, on December 27th, I received a text message from Red Wireless offering (
  
  (Red Wireless Msg: Exciting news! Upgrade your recent Bring Your Own Device order to a ****** ***** * and come out ahead!
  
  Now, you can snag a ***** * for just $5 a month over 24 months – that's a total of $120. But here's the kicker, we’ll throw in a whopping $150 bill credit, saving you $30 over your current plan! And guess what? You get to keep the ***** * - No Catch!
  
  Ready to make the switch and enjoy these incredible savings? Simply reply with a YES to this SMS, and we'll take care of the rest.
  
  Hurry! This offer expires in 4 hours from now!
  
  Thanks for choosing Red Wireless - Your ****** authorized dealer.
  
  To stop receiving messages like this one, reply STOP to this message.)
  
  I've attached the documents for your reference. There's no fine print or explanation indicating that if I receive the phone, my plan will be changed.
  
  To my dismay, upon receiving the welcome email from ****** on December 31st and setting up my My****** Account, I discovered that my plan had been altered from CAN-US to a Canada-wide plan. Numerous attempts to resolve this matter were made, including a lengthy phone call with customer service a few times, where I was kept on hold for an hour and a half. Despite providing all necessary details and documents, I was met with unhelpful responses and an overall lack of resolution. I took immediate action by returning the ****** ***** * on January 11th
  after receiving returning label on January 10th, along with contacting Red
  Wireless with the tracking number. Despite my efforts, the customer service
  experience has been frustrating, with multiple credit checks affecting my
  score, and I have been charged for a service I have been unable to use. I
  understand that mistakes can occur, but the lack of communication and
  resolution has left me extremely dissatisfied. I have reached out to the head
  office via email, but unfortunately, there has been no response. On January
  12th, I called again and spoke to customer service. They assured me that once
  the phone was received, the phone plan would be fixed promptly, and they noted
  it for quick action. However, on January 13th, I received an email from ******,
  revealing that they had canceled my order without prior notification. Despite
  the supposed resolution to the complicated issue, no one contacted me as
  expected. I reached out to inquire if I have grounds to complain about Red
  Wireless. The ordeal has impacted my credit score, consumed my time, and caused
  considerable hassle for what should have been a simple matter. I believe in
  your commitment to customer satisfaction and hope for a swift resolution to
  this matter. so tired to calling them, emailing them without any result
  and waste of my time. Looking forward to hearing from you Sincerely,
  ******** ***** ******* ************ 

  Business Response

  Date: 17/01/2024

  Our escalation team has reviewed the order in full and has reached out to ******** directly to provide resolutions that we can offer to rectify the situation as we cannot provide resolutions or service through the BBB website.

  Customer Answer

  Date: 18/01/2024

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

  because they are Lier? I did call and email them and explain the situation each time, and each time thry said they will fix it but at the end they just canceled my order again without asking and informing me

  I attached the response from redwireless after complain. 

  And i attached the second one to show you, they were mentioning they are going to cancel it
  
  
  
  Sincerely,
  
  
  
  ******** ***** *******

  Business Response

  Date: 18/01/2024

  There is nothing further we can assist with through the BBB website. Our team has already discussed this matter with ******** directly through our support team via email. ******** has replied to our escalation team and the case will continue as per the discussion there. Again - we cannot resolve open order cases on the BBB website and will follow up through the appropriate channels as previously advised.

• Initial Complaint

  Date:16/01/2024

  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.

  I made an order on Red wireless online device upgrade ( ****** ** *** ********* ) with new plan with ****** on JAN 2 2024 and got email for the same .
  
  The devices showed in stock online.
  I called in next day to confirm the order and ask for ETA on process and device shipping, i was advised approximately 3-4 business days. It has been almost 2 weeks and still order is not processed. I have called so many time and agents are saying every iphone 15 pro max is out of stock and no idea /ETA when it will be available.
  As per agents devices has been out of stock since 3-weeks , but still there website shows availability for every device and they are taking orders online.
  There is no way to contact any 2 nd level support or supervisors and front line agents have no idea when devices would be available.
  
  This devices is available at every ***** store and online ( red wireless gets devices from ******)
  I need the devices urgently ( medicle reasons ) and is need red wireless to arrange for devices as soon as they can. They also need to be transparent to customers on websites about stock and delivery of devices.
  My order is made under my phone **********

  Business Response

  Date: 16/01/2024

  We have reviewed the order found under **********s contact and can see that it is awaiting stock arrival. We unfortunately do not have control over stock delays from the manufacturer. We continue to monitor the shipment status and will update all customers once the stock arrives to us for shipment. We also cannot control shipping delays due to weather events such as the recent snowstorm that impacted several provinces across Canada. We will continue to provide updates for all pending orders as soon as stock arrives for processing.

  Customer Answer

  Date: 16/01/2024

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

  if Red wireless do not have control of shipping and stock, it should mention that on website clearly and customer should be made aware of the same , even today on website phone shows on stock (why is that?) you should be transparent with customer about this. Let customer know on website and phone that we so not have control of shipping and stock and we might take unknown number of weeks, months to process this. Can you give me date, week in which my order will be processed? It is an unfair practice to get customer to book order why hiding actual information. Shows me where on website you show that item might take weeks to deliver. 
  Weather was bad only this week that too for a day. That is an excuse. Also it will affrect only if ***** has shipped the devices, as per your agents over phone, ***** is not sending you devices .

  but at the end its the customer who suffers for you complete lack of respect of customer time , unfair practices and non- transparency.
  
  
  
  Sincerely,
  
  
  
  Lovepreet Singh Mann

  Business Response

  Date: 16/01/2024

  We provide all updates to customers as they are available. The website will list all available devices that ****** carries as regular stock. The selected device is in stock as per ******. The shipments simply have not arrived to our location yet which we have no control over nor can we foresee ahead of time. We will continue to advise customers of updates as they are available however there is nothing further we can resolve at this time. We encourage customers to reach our support lines directly by phone at 1 888 819 1007 or by email at [email protected] for support with existing orders as we cannot assist customers with open orders through the BBB website. We will continue to encourage customers to reach out through the appropriate channels regarding open orders.

• Initial Complaint

  Date:12/01/2024

  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.

  Previously logged a complaint here about $50 device exchange fee. Business clarified there only charging the fee once and not per device. Firstly thank you for sorting that out. However after paying the fee and sending the devices which were received successfully, I am waiting for the business to exchange them with the devices chosen ***** ****** ** *** and ****** ***** * which were on sale during Boxing Day. Also the plan I was on was modified to now include Mexico roaming which I was assured I would be getting. So far been 2 weeks and no phones have arrived nor any communication. Tried reaching business by phone and email a few times and no promising response so far and they blame it on their shipping dept.
  Also they sent the agreement once which reflected older choice and not the updated choice of phones.
  
  Requesting Red Wireless to kindly expedite the process of allocating the new devices requested for. What is the fun of ordering something and not getting it for months while paying the price.

  Business Response

  Date: 12/01/2024

  We again encourage ******** to reach out to us directly regarding a pending order as we cannot resolve open orders through the BBB website. Our team has reviewed their order history again and can see that the exchange is still in progress with the ****** Support team. Unfortunately exchanges are a complicated process for financed devices and they do take some time to complete, additionally when there are prior limited promotions on those devices. As soon as they have completed that and provided an update, that will be further provided to ******** as advised.

  Customer Answer

  Date: 16/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partly satisfactory to me. I would have loved to get a reasonable date by when this will be resolved by though
  
  
  
  Sincerely,
  
  
  
  ******** *********

• 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