Complaints

This profile includes complaints for The Whiz Cells's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Whiz Cells

  Johnson City, TN 37601

  
• 

  The Whiz Cells

  53 Memorial Ave Unit 1029 Mountain Home, TN 37684-3054

  

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:04/16/2024

  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.

  I was offered $****** for a Samsung S23 Ultra 1 Tb phone. I sent the phone to them and received an email stating my phone was counterfeit and that they would be destroying it. I sent them an email and have looked for a phone number that isn't disconnected to no avail. I used the phone and was on the internet and everything on the Tmobile network. I have pictures of the box and the phone.please send my phone back. Don't destroy it. I paid ***** and would have to sue if I don't get it back.

  Customer Answer

  Date: 04/17/2024

  Yes Ive sent this to them as proof either keep my phone and threatened that there are destroy my new ***** phone and trying to  force me to pay for the shipping to get my phone and I paid the padded the post office and I have the receipt for that as well here's my phone that my phone is not fake and quite real!

  Business Response

  Date: 05/03/2024

   

    Yes, we received a counterfeit phone. It is an illegal copy of a Samsung phone. The bottom-line is we returned the counterfeit phone. USPS tracking *********************** It has already been delivered back on April 25th.

• Initial Complaint

  Date:10/30/2023

  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.

  I sent them my Samsung Galaxy s22 ultra they were supposed to have sent me **** to my Paypal account distillation received as of Friday October 27th 2023 and I cannot contact him at the number but they give or they're not returning my emails I want the money that they have my phone and I want my money

  Business Response

  Date: 11/05/2023

   

    We have sent many emails to the seller. They have used a couple of different email addresses which confused us. But now that we know the 2 email addresses are to this person, we were able to look up their order. We did receive an S22 Ultra from them. We sent them a message the day it arrived and we have not heard back from them. The phone is a 128gb model and not a 512gb as they stated in their order. We have contacted them with the value of a 128gb model, but again, have not heard back from them.

• Initial Complaint

  Date:10/03/2023

  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.

  I sent a brand new, sealed Samsung Z Fold5, 512GB that I purchased through the Samsung Trade-In program to The Whiz Cells with the hope that they would honor their offer of ***** Since Samsung has not yet credited my trade-in device, Dana from The Whiz Cells changed the offer to half of the original offer. I declined this offer and requested that they return my phone back to me in the exact condition that I sent it, which is "sealed." I was provided a tracking number that states that a label has been printed, But due to the unprofessionalism displayed by Dana in my email correspondence with Dana, I don't trust that The Whiz Cells will honor their word in sending my phone back. After the correspondence, it seemed that Dana did not want to send my phone back because instead of providing with tracking for the return, began interrogating me and asking me questions as to why I had sent them a phone that was under a Trade-In program. The correspondence left me feeling uneasy and uncomfortable. The phone that I sent is worth ***** in value. I just want them to send it back to me as they stated they would in their email, as soon as possible.

  Business Response

  Date: 10/03/2023

   

    Hello,

    We received this phone on October 2nd as show in the screenshot attached. All phones are checked for trade-in/financing as if they are not paid off they can be locked and unusable. The i*** *************** showed bad so we contacted Samsung. They said a trade-in phone had not been received. Because of this, we made a new offer of ***** It was declined and we sent the device back the same day it arrived. You will not find service anywhere else where the device is checked out and sent back all in the same day. You can see the outgoing tracking in the screenshot attached.

   We did ask about the trade-in to simply try to get more information that was not provided to us but I can see is provided in the complaint here. We would have been willing to wait until the trade-in was completed and once that happened we would have paid the full amount. However, since we were unable to understand why a trade-in was not completed and the seller would not say, we sent it back, again the same day, at our cost.

  Customer Answer

  Date: 10/03/2023

  Hello. Can we close this complaint? The business has sent my device back and provided tracking.

• Initial Complaint

  Date:08/14/2023

  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.

  I was looking to sale my cell phone. I goggled and found The Whiz Cells. I sent in a request to sell them my cell phone Galaxy A53 with 128 gb. I did not use phone long so it was in excellent condition. When I sent the details of my phone they stated they would pay $80 for the phone. I sent my phone. They lied and said I sent them a wrong product. I do admit when I submitted the phone I gave them my old carriers name T mobile and not Spectrum. I notified them up immediately when I noticed it was Spectrum. They did not mention a price change at that point.
  
  “After” sending cell phone they claimed I sent them a wrong product and took the opportunity to give me a price of $50not the $69 promised .Then when they ask if you want a check which I slowest method or faster email virtual card they do not tell you you will be then charged a fee to get the virtual Visa card. In the end it’s an all around scam. I agreed because I needed the money but legitimate companies should not do this.if you say you are giving $60 for the product you should not turn around and deduct $10 and then again charge a fee to get a virtual Visa card. By then you have approx $49 not the $80 promised.They send you a copy of a virtual Visa card for $50 but then charge you a fee to use it.
  Order: 171122
  
  Product Quantity Price
  Galaxy A53
  carrier:
  T-Mobile
  condition:
  Excellent
  storage:
  128gb
  1 $80.00
  Subtotal: $80.00
  Payment method: Gift Card Payment
  Total: $80.00
  Finally they sent an email saying the cell phone was locked I sent my PIN number to unlock the phone. I want my $31. I sent in the product. They are picking so they cheat people. I agreed to price out of desperation and needing money. Free enterprise in America is starting to be stealing from people needing money. I am living on my disability I need what money I can get.

  Business Response

  Date: 08/14/2023

   

    Good Afternoon,

     The quote you received was for an A53 for T-Mobile at $80. What we received is a Spectrum A53. Other carrier, which is what we emailed you that Spectrum falls under, is $50. I have attached the email that we sent to you saying the phone would fall under the other carrier selection and a screenshot showing the quote is $50. We paid the full amount for an A53 locked to Spectrum.  As for Virtual Visa, that is not a fee that we charge, that is the payment processor. We have no control over the fees charged outside of our company. A check does not have any fee and gift cards are also without any fee. 

   

  Customer Answer

  Date: 08/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I notified you promptly after saying I had T mobile and informed Spectrum is my carrier. You did not say before I mailed item the amount would change. You are liars and thieves.
  
  
  
  Sincerely,
  
  
  Dr.Camilla *******

  Business Response

  Date: 08/23/2023

   

   I am sorry you feel that way. You were told that we would update the order to other carrier and other carrier is $50. That is reflected right on our website. It is as up front as we can be. Furthermore, you were notified of the change in the value due to the carrier being incorrect and you accepted the offer. You had the opportunity to reject the offer and have your device sent back to you at our expense. 

• Initial Complaint

  Date:04/20/2023

  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.

  I had sold them a brand new iPhone 7 in excellent working condition. The value of the phone is $80. But they offered me $5 for it. They claim the battery needs to be replaced. But it's a completely new phone. There just scamming people and ripping them off.

  Business Response

  Date: 04/20/2023

   

    We just received the seller's phone today. They placed an order to sell an iPhone 7 plus 32gb. We received an iPhone 7. The battery health is 78% as you can see in the picture and the message that says the phone needs servicing (battery replacement).  Obviously, this is not a brand new phone as the seller claims. We do not purchase the iPhone 7 but did make an offer of $10. The seller asked for us to send the phone back. That is what we are doing. USPS Tracking Number: 9400111206207738738517. To be clear, we received the phone today, checked it out and contacted the seller, and will be sending it back at our expense all in the same day.  I am not sure why they have opened this BBB case. We have been in touch with them all day and they are getting as good of service as you can expect. Everything is being handled all in the same day the device arrived.

  Customer Answer

  Date: 04/21/2023

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

   

  The phone is absolutely brand new and everything works perfectly. I know the company has many complaints against them already.

  Business Response

  Date: 05/02/2023

   

   We do not wish to argue. Attached is all the information of the phone directly from Apple. The phone is nearly 6 years old. It is a moot point because we do not purchase the iPhone 7 anyway. You said you were sending in a 7 plus and did not. Your phone was returned to you at our expense immediately. This transaction is completed. We did everything we said we would do and did it all in the same day. 

• Initial Complaint

  Date:03/17/2023

  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.

  One of the worst experiences with a company online I have ever had. I sold my phone for $400 to them and chose to receive a virtual visa gift card through rewards by gcow. The virtual card was declined on apple and walmart purchases. The funds were never returned to the card even while being declined. I attempted to contact rewards by gcow and was told to change my review score to get my funds back. I then attempted to contact the whiz cell about the issue but never received a reply. I want a full refund of my $400.Order number ****** Sony Xperia pro I.

  Business Response

  Date: 03/17/2023

   

   

     Hello,

    I am very sorry to hear there is an issue with the Visa card. We have very little to no control over what the payment processor or Visa does. We have contacted Gcow to get more information about this. The issue is just like if we sent a payment via PayPal and they hold the payment. They debit it from our account and then it is out of our control. They debited this payment out of our account. Again, we have contacted the Payment processor for more information. 

  Business Response

  Date: 03/20/2023

   

    I spoke with the owner of Gcow and he has sent the Visa summary of transactions. There was an attempt to purchase an Apple gift card at Walmart. That is against the terms of service of both Walmart and Visa. They do not allow the purchase of Gift Cards with a Virtual Visa for reason of fraud. Attached is the transaction history. The Visa balance is currently $401.80 and can be used where Visa is accepted for merchandise, not gift cards.

• Initial Complaint

  Date:02/24/2023

  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.

  I sent the phones I want my for the iPhone $159 and galaxy s 2 $56 dollars they don’t answer

  Business Response

  Date: 03/02/2023

  The seller did not send us a single phone that they said they were sending. We received old flip phones, a jitterbug, galaxy s2, and an iPhone 5. We have already returned them back at our expense. **** ******** **********************

• Initial Complaint

  Date:02/09/2023

  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.

  I sold an iPhone 14pro max to whiz cells on January 31,2023 and I haven’t received my payment it’s been almost 8 days and I still haven’t received my check from them

  Business Response

  Date: 02/09/2023

  We have already been in touch with you. A check was processed on the 4th and went out in the mail on the 6th. It has only been a couple of days. A check being mailed is the slowest form of payment. All of our other payment options are instant. Snail mail will take up to a week to deliver. 

   

  Thank you,

   

  Travis

• Initial Complaint

  Date:02/02/2023

  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.

  I purchased an iphone 13 pro max from Whiz Cells 2 for $1486.90 in September 2022 through Amazon Marketplace.
  The phone arrived 60 days late and when I found a major issue with it they said they it cant be returned since its past 30 days even though I sent them a communication saying the phone has not arrived.
  
  The issue is that the seller listed the item locked for use with ATT. When I go to ATT's website the phone is reported lost or stolen and they said only the seller can remove that fraudulent tag. I've contacted the supplier many times and they say that they show the phone as clean. They send me screen shots that the phone is clean but none of those screen shots are from ATT where its actually showing lost or Stolen. One of the screen shots they sent me (attachment 1) shows the phone as blue and 128GB but i purchased a gold one TB model as shown in my order (attachment 2). Then I tried to cut my losses and tried to sell it online and that company also said they cant buy it from me since its reported lost or stolen (attachment 3). So even though the supplier keeps saying its a clean phone online listings show it lost or stolen. attachment 4 shows ATTs website showing it lost or stolen.

  Business Response

  Date: 02/02/2023

   

   This item was purchased on Sept 21st and delivered on the 25th. USPS Tracking Number 9300120111409653394588. The buyer contacted us first on Jan 10th about unlocking the phone. This is 100+ days from the purchase date. We have a 90 day no questions asked free return policy. This is outside of the return policy. The buyer open an A2Z claim against us and was denied. The buyer is trying to unlock a phone that was sold as locked to AT&T. For AT&T service only. The phone is clean to work on AT&T and I have attached an online chat with an AT&T rep confirming that it is clean to work on AT&T. If the phone was actually lost/stolen it would be reported to the GSMA and blocked with all networks in the USA. The issue is they should have purchased an unlocked phone but purchased an AT&T locked phone at a discount compared to the unlocked model. Screenshots from other carriers showing the IMEI is clean to activate with them is further proof the phone is not blacklisted. A GSMA report is also attached.

• Initial Complaint

  Date:01/10/2023

  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.

  In March 2022, I purchased a phone that was advertised as new. I was later informed by a certified technician that I had been sold a refurbished phone, and it was not new. This is in clear violation of FTC regulations on false advertising. When I contacted the company, they did not address the issue.

  Business Response

  Date: 01/15/2023

  We did address the issue. We dispute this claim. The phone was purchased nearly a year ago. We are not going to refund a purchase from this long ago. If you had an issue with the phone, which we have not been contacted that you did, it would be covered under warranty.

  Business Response

  Date: 02/01/2023

   

   We have again, acknowledged your complaint and again are directly disputing it. The claim is flat out false. You have used the phone for nearly a year and now want a refund. That is completely unacceptable. This is directly responding to your complaint.

  Customer Answer

  Date: 02/01/2023

   
  
  Complaint: 18854174
  
  
  
  I am rejecting this response because:

  The business is claiming that my complaint is false, however I have the original advertisement that does not state this phone is refurbished. 

  Please respond by either showing where on the advertisement it lists that the phone is refurbished (it doesn't, I've had it reviewed by legal), an explanation as to why it was falsely listed as new, or a resolution to the dispute.

  
  Sincerely,
  
  
  
  Constance Fox