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:09/08/2025

  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.

  Date of the transaction: August 20, 2025 Amount paid: $1,839.00 USD (or enter exact amount from your order)Order #: 113-7752627-6796209 Tracking #: ********************** I placed an order through ****** on August 20, 2025, with a third-party seller named CellOne for a high-value mobile device (ASUS ROG 9 Pro, 24GB RAM / 1TB storage). I was charged immediately and provided with a **** tracking number which has not been scanned or updated since August 21stnow over two weeks later.Despite multiple attempts to contact the seller, they provided generic responses and ultimately advised me to "seek an AZ Guarantee refund" rather than resolving the issue or proving shipment. ************ confirm that the parcel was never actually received for shipment. ****** continues to delay the resolution process, pushing the date forward and relying on scripted answers.The business has not fulfilled its obligation, there is no evidence the item was ever shipped, and the continued stalling suggests possible intentional deceit or fraud. I am formally requesting an investigation and full refund, and I reserve the right to pursue additional legal action for damages and lost opportunity costs due to delayed business development caused by this unfulfilled order.

  Business Response

  Date: 09/18/2025

  Hello

  The item/order was lost in transit at ****. On September 18 2025, We issued the customer a full refund for the order. Please see attached email confirmation we sent to the customer.

  The customer was already fully refunded and this case should now be closed.

   

  Thank you

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23856774
  
  I am rejecting this response because:

  the seller did not issue a refund, ******, through their A-Z guarantee, issued it.  The Seller fraudulently ghost package mailed an item, which never left their nonexistent warehouse, because **** never scanned the item, and thus, it was never intentionally mailed out.  The fraudulent seller has a plethora of negative feedback, related to fraudulent activity.  I submitted proof of these fraudulent activities, and mailed the Florida Attorney General, ****** Corporate, and the FTC.

  I request, before proceeding with legal action, this business be investigated and thereby terminated.  They have scammed thousands of people out of hundreds of thousands of dollars.  If you do not care enough to investigate, who will?

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/02/2025

  The Customer was fully refunded from our account using A to Z claim. The Item was shipped on time and it was lost at the carrier. Events like those are rare but they do happen from time to time. My store filed a claim with the carrier and the carrier refunded us up to the covered insurance price. In this case, my store fully refunded the customer. Our store ship thousands of packages weekly and when a package is lost, we follow the standard process by filing a claim with the carrier. In this case the customer was fully refunded.

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23856774
  
  I am rejecting this response because:
  
  The businesss statement is misleading. While a refund was indeed issued, it was processed under Amazons A-to-Z Guarantee, which is a consumer protection mechanism not a voluntary action by *******. ******* policy makes clear:
  
  Sellers are responsible for the safe delivery of the items they sell. If an item does not arrive, the seller bears the liability, not the customer. (Amazon Seller Central, A-to-Z Guarantee Policy).
  The A-to-Z Guarantee is not a substitute for seller resolution. Sellers are expected to resolve claims directly with the buyer before escalation.
  
  CellOnes suggestion that they fully refunded is therefore inaccurate; ****** refunded the customer after CellOne failed to fulfil their obligation.
  
  The seller further asserts that the carrier lost the package. Yet no tracking ever showed the parcel in transit beyond a label creation, raising the likelihood that the package was never actually tendered. Under Amazons policy, label creation does not constitute proof of shipment. Liability rests entirely with the seller until the carrier provides tracking evidence of physical acceptance.
  
  CellOne also claims they were reimbursed by carrier insurance. If true, then ******* has already been made financially whole, while the customer was separately compensated by ******. This means CellOne sustained no loss at all, yet continues to obscure responsibility.
  
  The relevant policy makes clear:

  Once an order is confirmed as shipped, the seller is directly accountable for delivery. Failure to provide verifiable tracking information constitutes a breach of the sellers obligations.
  Shifting liability to the carrier does not exempt sellers from responsibility to the customer.
  
  The facts remain:
  The customer paid in good faith.
  The item never arrived, nor was any verifiable tracking provided.
  Amazonnot CellOneissued the refund through the A-to-Z process.
  CellOne now claims both insurance reimbursement and the reputational benefit of suggesting they resolved the matter.
  
  This conduct is inconsistent with Amazons seller policies and demonstrates an attempt to externalise all liability while benefiting from both insurance recovery and Amazons consumer protections. Such behaviour erodes trust in the marketplace.
  
  Accordingly, I request this complaint remain classified as unresolved unless ******* produces verifiable proof of shipment and compliance with Amazons seller obligations. Their repeated deflections cannot override Amazons explicit policy that the seller, not the carrier, is fully responsible for safe and timely delivery
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/08/2025

  since the item was sold on ******, our store have to follow Amazon rules and regulation. Miss-deliveries, lost items and delivered broken items follow the same process. The item was lost out of out control and we followed up with the customer in a timely manner.  The customer was fully refunded and thus this case should now close

  Customer Answer

  Date: 10/09/2025

   
  Complaint: 23856774
  
  I am rejecting this response because: The Seller do not issue the refund, and ****** (as they always do for this seller) had to refund me via ****** A-Z guarantee; beyond that, it was well beyond the return window.  This seller is fraudulent and predatory, preying on buyers with false items of which are never delivered (a label is created, nothing is actually mailed out, therefore it is a ghost parcel) and systematically abusing ******* Returns *********  I demand formal investigation on BBBs end, and the **********, and the ******************* of ****** are also looking into this.  There will be no satisfactory response until this predatory, fraudulent seller is blacklisted and thereby removed from the BBB and ******).  If this persists, legal action in the economic aspect will be pursued.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/12/2024

  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.

  Company is selling as CellOne on Amazon and is falsely labelling their products as the ** versions when they are in fact either international or Chinese versions. I purchased a phone from them that was said to be US version, which it was not. I was unable to set the phone up with a carrier or access US 5G networks because of this. I returned the item but was charged a 10% restocking fee of 99$ which is against Amazon's policies since it was returned within the designated window, and was in fact false advertising. They are refusing to return the remainder of my money, and there are numerous reviews on their Amazon store page of other people having this same issue. Clearly a scam company trying to ******* people out of 10-20% restocking fees on items that they lied about the origins of.