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:10/04/2024

  Type:Product 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 have bought 2 phones from this company and they become locked and now there website is down for weeks and not responding to any emails.

  Business Response

  Date: 10/18/2024

  To Whom It May Concern,

  
  We would like to inform you that we have contacted the customer regarding the issue raised in their complaint. We have explained our return policy, which states that the request was submitted outside of the 30-day window. However, we have made an exception in this case and approved the return of the devices. We are actively working to resolve the situation and ensure a satisfactory outcome.
  The package is currently in transit, and once received, we will process the return and issue the store credit as agreed in our approval email. We will gladly provide further information upon completion of this process.
  We believe this situation stems from a misunderstanding and want to assure you that providing excellent service and customer support remains our top priority.

  
  Thank you for your attention and understanding.

  Customer Answer

  Date: 10/18/2024

  I have reviewed the business’ response and accept this
  resolution.  I will be waiting for my refund to close this complaint

  Business Response

  Date: 10/18/2024

  To Whom It May Concern,

  
  We would like to inform you that we have contacted the customer regarding the issue raised in their complaint. We have explained our return policy, which states that the request was submitted outside the 30-day window. However, in this case, we have made an exception and approved the return of the devices.
  It is important to note that some of the information provided by the customer, including the amount and number of devices, is incorrect, and we would be glad to provide evidence if necessary. Additionally, the customer has been uncooperative in resolving the matter promptly. Despite this, we are actively working to resolve the situation and ensure a satisfactory outcome.
  The package is currently in transit, and once received, we will process the return and issue the store credit as agreed in our approval email. We will be happy to provide further information upon completion of this process.
  We believe this situation stems from a misunderstanding and want to assure you that providing excellent service and customer support is our top priority. We kindly request the closure of this complaint, as we are diligently working toward a swift and fair resolution.

  
  Thank you for your attention and understanding.

  
  

• Initial Complaint

  Date:12/23/2023

  Type:Product 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 purchased two iPhone and one Apple Watch from this website. Since the total price was high, I purchased extra order protection from this website too. However, the *** driver delivered my package to the concierge of my apartment building and signed by a stranger name. I asked around and they didnt have my package. I filed a police report and contacted the website. They asked me to file order protection claim. However I was denied by reason: the packaged showed arrived. And refused to refund my money. So what's the point for them to sell the order protection to me? The packaged was delivered to wrong place and signed my wrong person. It was not delivered to my unit and not my signature. They should be responsible for my order since they sell the insurance. Their order protection is just a money printing service for them.

  Business Response

  Date: 12/26/2023

  After thoroughly reviewing the customer's allegation regarding order#***** purchased on December 5,2023, it has been determined that the issue lies with the shipping carrier ****** We meticulously followed the appropriate process for the package with tracking  1ZX1R6763592916019 and even incurred an additional cost for the Delivery Confirmation Signature, which was provided at no extra expense to the customer. After contacting **** they confirmed that the package was delivered to the correct address and the signature was provided at the time of the delivery. We promptly shared these details with the customer, along with the proof of delivery (refer to the attachment), and recommended that the customer reach out to *** for any additional information.

  
  In terms of Order Protection, it's important to clarify that we have confidence in their process for handling any claim or allegation in accordance with their policies. Their professional team is committed to ensuring a fair resolution for the customer.

  
  All this pertinent information is readily accessible to our customers on our FAQs page (please refer to the link below), providing clarity and transparency on our shipping policies and terms.

  **************************************************************************

  
  We appreciate your assistance regarding this matter.

  Customer Answer

  Date: 12/26/2023

  I am rejecting this response because: It was my first time buying from this websit. However seller made Decision that I lied was not only rude but very ugly. The seller was scammer selling fake order protection. I never received the package, I even filed police report with Los Angeles County. Why I filed police report if I lied? The *** should deliver it to me and asked me to sign for it, not concierge. My apartment builds concierge have employees list too, I have asked all my concierge employees and leasing team that my apartment didnt have employee signed that package. And the tracking number was provided from the seller, on the *** website, it showed was signed by the Concierge but not ME. The seller should file *** claim and refund my money!  I never receive any products from the seller. And the seller was selling scam insurance to me. I spent money and turned out useless!! And the seller should have the serial numbers for the iPhones, seller should provide to apple and lock them. I never receive anything, I want my money back. 

  Customer Answer

  Date: 12/26/2023

  My name is ***********. Not ***************. The *** clearly showed the package was delivered at Concierge and Signed by ***************. My order detail didnt have anything with ***************. My apartment might have 600 units and it was not delivered to my unit or sign by me. I dont work at concierge, I am resident not employee. I never receive anything from the seller, ****** should refund my money. And the seller should not sell scam order protection. 

  Business Response

  Date: 12/27/2023

  We sincerely apologize for the distress you've experienced. Upon reviewing your case, we understand the gravity of the situation and are here to assist you and we will take the following steps:
  Investigation with ****

  We will open an investigation with *** to address the delivery discrepancy and determine the status of your package. Please be aware that this process is handled directly by ***, and it may take some time to reach a resolution.

  
  **** Information: We will provide you with the **** for the iPhones purchased. You can use this information to contact Apple and take the necessary steps to secure your devices.

  
  Shipping Carrier Responsibility: We want to emphasize that the resolution of this situation falls under the responsibility of the shipping carrier (***) and is outside the control of Phone Daddy. As mentioned in our previous email, we have taken extra precautions by securing additional coverage, paid for by Phone Daddy, for the package in question.

  
  If you have any additional information or specific details that can aid in the investigation, please share them with us. We are committed to transparent communication and working collaboratively to resolve your concerns.
  Thank you for your understanding, and we appreciate your patience as we work towards a resolution.
  

  
  

  Customer Answer

  Date: 12/27/2023

  I am rejecting this response because:   The seller should refund my money once they got *** investigation result which shows I never receive the package, the address had hundreds apartment and two concierges, and I didnt sign for this package. I purchased order protection from the seller website and my claim was refused and I was accused buyer lied, this was insulting me. Seller sold items to me, seller should make sure I received package or refund my money. I am not the person who should be responsible for contacting Apple for Imei since I dont know where is the phone. The seller should open investigation days ago and contacted apple before I contacted here. I never received the items and service from seller. And I was blamed by seller that I told lies. The *** clearly showed the package was delivered to concierge and signed by someone else. I filed police report and they should have access the camera and check the arrival time of the package to concierge. The seller sold the order protection to me and not responsible for it. I want my money back.

  Business Response

  Date: 01/31/2024

  After a thorough review of all information and previous allegations regarding the missing package, we provided the customer with the evidence from *** after their investigation, confirming that the package was delivered to the correct address, and a signature was collected at the time (please refer to the attachments). The customer later informed us that he had located the package but had changed his mind and decided to return the items. We can provide this communication if needed.
  Following the customer's request, we initiated the return process, and the package was successfully delivered on Friday, January 26, 2023. As outlined in our return policy, this process typically takes 3-5 business days, and we make this information available to our customers at *******************************************************************************************************************. We also sent the customer an email update with details about the return process timeline and policy.
  We acknowledge the importance of effective communication with our customers to ensure fairness and prevent any unwarranted allegations against Phone Daddy. We are actively working on the return process and requested customer cooperation to address this matter.

  Customer Answer

  Date: 02/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/20/2023

  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.

  Hello there, I purchased a PRE-OWNED IPHONE 14 PRO *** from Phone Daddy on December 8th, 2023. Upon ordering my phone immediately was shipped same day and ended up being failed to deliver to my home address two times (my doorbell in my building does not work at the moment). So because of this I opted to pay an additional $7.99 to *** directly to have my item delivered to a *** access point nearby. I went same day it was taken there to go pick the item up - December 15th, 2023. When I arrived I informed the worker at Advance Auto Parts that I was there to pickup a *** package. The worker did not ask me for any ID or tracking for verification. A few minutes later the worker came back and informed me they did not have my package there so they must have given it out by mistake to someone else.Ok I get sometimes people do not care about doing their job correctly. No big deal, I bought the order protection for the order from Phone Daddy! NOPE, I went to file a claim and even offered to sign an affidavit for not receiving the package and OrderProtection.com denied my claim because what I assume is that the *** access point forged a signature for the order so they would not be blamed for this mishap.I can attest I never signed ANYTHING at the store for this item and simply wanted a refund since I did not get my item that I paid nearly $1000 for. I paid EXTRA for the shipping insurance as well might I add.I filed a chargeback with my credit card and am filing this complaint as additional evidence for my chargeback if ***** needs it.

  Business Response

  Date: 12/21/2023

  After thoroughly reviewing the customer's allegation regarding order#***** purchased on December 8,2023, it has been determined that the issue lies with the shipping carrier ****** We meticulously followed the appropriate process for the package with tracking 1ZX1R6763590396068 and even incurred an additional cost for the Delivery Confirmation Signature, which was provided at no extra expense to the customer. Moreover, on 12/19/2023 at 9:59 AM, we proactively engaged with **** and they confirmed that they had requested a Photo ID and the tracking information at the time of pickup at the location: *** Access Point Advance Auto Parts Store #*******************************************************************. We promptly shared these details with Mr. ****** along with the proof of delivery (refer to the attachment), and recommended that the customer reach out to *** for any additional information.

  
  In terms of Order Protection, it's important to clarify that we have confidence in their process for handling any claim or allegation in accordance with their policies. Their professional team is committed to ensuring a fair resolution for the customer.
  All this pertinent information is readily accessible to our customers on our FAQs page (please refer to the link below), providing clarity and transparency on our shipping policies and terms.

  **************************************************************************

  
  We appreciate your assistance regarding this matter.

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:  I am writing to express my continued dissatisfaction with the response provided concerning the recent issue I encountered with the *** Access Point while attempting to collect a package from Phone Daddy.
  
  I am prepared to submit an affidavit attesting that, contrary to proper protocol, the *** Access Point did not request my identification or obtain a signature upon my visit to retrieve the item. This lapse in verification underscores a fundamental failure on the part of the shipping carrier, as they neglected to ensure the accurate handover of the package to the rightful recipient. The absence of any additional information solicited from me beyond the name on the package, coupled with the lack of ID verification and signature acquisition, points to a deficiency in the operational procedures of the *** Access Point.
  
  As a conscientious consumer investing almost $1000 USD in a purchase from Phone Daddy, I firmly believe in the businesss obligation to address and rectify any issues arising from the shipping process. It is the responsibility of Phone Daddy to guarantee the timely and trouble-free receipt of purchased items, especially considering the inclusion of third-party insurance for shipping-related matters. In the unfortunate event of theft or loss, which categorically encapsulates the present circumstance, one would reasonably anticipate the utilization of such insurance to address and resolve any associated concerns.
  
  During my attempt to collect the package at the *** Access Point, I was informed that the item was unavailable, having been handed over without proper documentation, such as scanning, and without due verification of my identity. Subsequently, the *** Access Point marked the item as received, effectively absolving themselves of any responsibility and mitigating potential risks to their standing as a *** Access Point.
  
  In light of the aforementioned challenges, my singular objective is to seek a refund for the undelivered item. The original intent was for this purchase to serve as a holiday gift, and the ensuing inconvenience has compelled me to secure an alternative elsewhere, resulting in an unexpected financial setback.
  
  I trust that, in your capacity, you can appreciate the gravity of this situation and assist in expeditiously facilitating a resolution commensurate with established consumer protection standards.
  

  Business Response

  Date: 12/22/2023

  We want to clarify that we take these matters seriously and prioritize the secure and timely delivery of our customers' orders. However, it appears that there was a lapse in the operational procedures of the *** Access Point, the designated shipping carrier in this instance. We acknowledge the deficiencies in the verification and handover process that you highlighted. In situations like these, where the shipping carrier fails to adhere to proper protocol.
  
  For this reason we recommend the customer to contact *** directly and let them handle an investigation regarding what happened to the package, as we mentioned before we take extra prosecutions with extra coverage (Delivery Confirmation Signature) paid by Phone Daddy to the package in discussion.
  
  We've been made aware that a claim has been filed to the bank regarding this order and we want to assure you that we are prepared to provide all relevant evidence to the bank to ensure that the matter is handled appropriately.
  
  Additionally, our Customer Support team has diligently communicated all necessary information to guide you through the steps of addressing this issue. You can also find comprehensive details on how to proceed in this case in our FAQs section for your convenience.
  
  We want to express our sincere apologies for the inconvenience caused. 

  Customer Answer

  Date: 12/23/2023

  I respectfully contest this response. It is acknowledged that *** bears responsibility for negligence resulting in the non-receipt of my item. As a consumer, I believe the onus of investigating shipping discrepancies should not rest upon me. I entrusted your company with the purchase, including the associated insurance, anticipating a seamless experience. Despite adhering to proper procedures by filing a claim, it was unjustly denied.
  
  My expectation as a customer is to make a purchase and await the products arrival without delving into the intricacies of shipping operations. The responsibility for securing the item lies with the business, namely Phone Daddy. The discrepancy in your offered insurance appears to be a clear bait-and-switch tactic, where an extra $25 is charged for peace of mind, only for valid claims to be denied.
  
  A review of your BBB profile reveals numerous instances akin to mine, where customers claims under your protection have been summarily dismissed. I respectfully request a refund for the nearly $1000 USD I expended on your product. It is suggested that your company file a claim with the shipping carrier directly to rectify this matter promptly.
  

  Business Response

  Date: 01/30/2024

  After reviewing the customer's allegation and considering our previous responses, we contacted *** to inquire about the package. *** confirmed that the package was picked up on December 15, 2023 at the *** Access Point located at:
  Advance Auto Parts Store #*************************************************************************
  Furthermore, *** provided a signature from the recipient at the time of pickup (please refer to the attached document). Subsequently, the customer initiated a dispute with their bank, and the bank is currently handling the resolution process, with further details to be provided to the customer.
  We want to emphasize that both *** and Order Protection have professionals capable of conducting an investigation to determine a resolution based on their terms and protocols to verify the legitimacy of the claims.
  Once again, we apologize for any inconvenience caused.

• Initial Complaint

  Date:12/17/2023

  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.

  I ordered a "unlocked" phone from phone daddy. Upon trying to set it up a screen pops up saying this phone cannot be activated on another carriers network. So I continue to try to set up the phone using wifi. Then I get the message "this phone is not private" your it administrator is able to see your data and activity on this device. Ok so I continue, next screen I get is to log into you work account through ********** I add my personal account info to be denied access as an "individual". Seems they sold me someone else's phone and I cannot even get into it to recieve the **** # to possibly resolve the issue with my phone company. I am very disappointed. I need help and when I call there is no answer. This is a Christmas gift and I am praying they can help me get this phone set up before then!

  Business Response

  Date: 12/18/2023

  Thank you for bringing this matter to our attention. The customer contacted us on December 17, 2023, reporting activation issues. We are actively assisting her by providing detailed information to help resolve the problem. If, for any reason, the device is unable to activate with her carrier, we have also provided a prepaid return label, and we have initiated the return process on her behalf.

  
  We sincerely apologize for any inconvenience caused, and our team is diligently working to resolve this matter promptly. We remain committed to upholding our good reputation and ensuring customer satisfaction.

  Customer Answer

  Date: 12/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/07/2023

  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.

  Order purchased 08/21/2023 Purchase an iPhone with Order protection which covers Protection for Damage, Loss, Theft etc.When I picked up the package I noticed the box was empty and had no phone inside. I contacted the seller because I bought a protection plan, they asked for a police report which I provided in this file. Seller is avoiding contact with me and is not refunding me for this incident. Seems to me that this seller is stealing peoples money with this fake order protection feature u can add for $35(which I added to my order) you can see in attached images. I did the process through orderprotection.com but they are denying my file. Now if I purchased a coverage for my iPhone Im expecting it to cover the things stated. My police report shows the incident and its covered with the insurance I purchased yet phone daddy is making excuses and avoids to help me in this scenario.

  Business Response

  Date: 09/07/2023

  Dear *****, 

  We are deeply sorry to learn about the situation you've faced with your order. We acknowledge your concerns and understand your frustration.
  Regarding the delivery and the discrepancy in the signature, we recommend checking with your neighbors and household members since the packages indicate that ***** delivered to the correct address. In addition, we have taken the initiative to contact ***** to conduct a thorough investigation into this matter, including identifying the individual who signed for the delivery.
  Regarding the order protection, we understand your concern about not feeling adequately protected in this situation. We want to reassure you that we are working closely with our order protection team, who have expertise in handling cases like these. They will carefully review the situation and take appropriate action to resolve it in accordance with their policies.
  We appreciate your patience and cooperation as we continue to investigate and work towards a resolution for you. If you have any further questions or concerns, please do not hesitate to reach out.

  Business Response

  Date: 09/12/2023

  To whom it may concern,
  After conducting a thorough investigation with our fulfillment center, we can confirm that the item in the order was properly packaged before shipping. We have attached images as evidence to support this.
  Unfortunately, Phone Daddy does not have direct control over the operations of Order Protection and ****** Our role is to ensure that they review any reported issues to determine if there are any fraudulent activities involved and take appropriate actions in accordance with our policies.
  We understand the customer's concerns and are committed to resolving this matter to the best of our abilities. If you have any further questions or require additional assistance, please do not hesitate to contact us.

  Business Response

  Date: 09/12/2023

  To whom it may concern,
  After conducting a thorough investigation with our fulfillment center, we can confirm that the item in the order was properly packaged before shipping. We have attached images as evidence to support this.
  Unfortunately, Phone Daddy does not have direct control over the operations of Order Protection and ****** Our role is to ensure that they review any reported issues to determine if there are any fraudulent activities involved and take appropriate actions in accordance with our policies.
  We understand the customer's concerns and are committed to resolving this matter to the best of our abilities. If you have any further questions or require additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   I am expecting my order to be under warranty when sent out. Order protection is offered through your site so you guys need to stop stealing peoples money when you offer it with each purchase. Clearly it doesnt do anything and now Im stuck without a phone when I trusted your site. I will not stop until my refund is given. I have tried to reach out to the order protection people but the have not responded back in a week. Now you guys can do your due diligence and figure it out and make sure that money is refunded to me asap. As a company it is your obligation to take on any problems associated with a service you offer(order protection) if you cant help the customer after then dont offer it. 

  Business Response

  Date: 09/20/2023

  To whom it may concern,
  After conducting a thorough investigation with our fulfillment center, we can confirm that the item in the order was properly packaged before shipping. We have attached images as evidence to support this.
  Unfortunately, Phone Daddy does not have direct control over the operations of Order Protection and ****** Our role is to ensure that they review any reported issues to determine if there are any fraudulent activities involved and take appropriate actions in accordance with our policies.
  We understand the customer's concerns and are committed to resolving this matter to the best of our abilities. If you have any further questions or require additional assistance, please do not hesitate to contact us.

   

  Attachments:

  35144bbb.png 35144.1.png 35144.2.png

  
  

  Customer Answer

  Date: 09/20/2023

  I am rejecting this response because:   I am trying to contact a service in which you provide. Order protection does not return my emails or calls. The money from order protection goes to phonedaddy. There is no excuse for not issuing my refund. Dont offer order protection on future phones because you are unable to help the customer. You are scamming innocent customers of 35$, for a service you cannot provide. Do not act like order protection is something you are unfamiliar with. If you provide it on your site, it is your responsibility as a company to know the risks. Give me my refund that I am owed and we can move on with our lives. I hope you can fix your company policy so that this does not affect other customers.

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  Order was stolen and signed by a C and a J but yet says signed for by ************** which makes no sense I'm the only one that lives here and it was not delivered to me obviously as my name is *********************** and my signature does not look like that. Purchased order protection to be protected but yet I was not protected in this case and it says the order type is not covered. They said that phone daddy contacted ***** and they said it was delivered to the correct address. Like they would know. THis is apartments the correct address could be someone right beside my door like no. This is not fair to me and I'm requesting a refund. This was not signed by me.

  Business Response

  Date: 09/06/2023

  This issue is with a customer who has an issue with ********** not our company. The complaint has nothing to do with the service or products we offer as a company. The customer complaint is a text book complaint of a customer trying to defraud both our company and ********** We would like to get this complaint removed.

  Thank you.

  Customer Answer

  Date: 09/11/2023

  Havent received a refund for my undelivered package. Facts: ***** states package cant be located and to contact the shipper as there is nothing I can do as Im not the shipper Orderprotection.com that was purchase will not covered it and denied my claim. I have not received a refund. Signed for by ** but says signed for by **************** which is contradicting. Who is ****************. & who is CJ.

  Customer Answer

  Date: 09/20/2023

  Phonedaddy is literal c*** My order was stolen and uploaded proof that shows ***** never delivered the package to me and they said it was delivered to a black guy. I'm nowhere near the color black. The signature says ** and I have a camera that shows the ***** guy was NOT at my door anytime that day which I can include proof of. I don't even have family here so "****************" how does that make sense why would they know their full name? And why does it say ** when it shows ****************? Makes no sense. I want my refund I want my refund. Next process will be a lawyer and a chargeback when I've clearly shown that this was not delivered to me.

  Business Response

  Date: 09/20/2023

  We went above and beyond to ensure that this issue got resolved, and we are pleased to inform you that we issued the refund, and the situation has been resolved for the customer.

  
  We apologize for any misunderstanding caused by the shipping company.

  Customer Answer

  Date: 09/20/2023

  I have reviewed the business response and accept this resolution. 
  

   Satisified and miscommunication once i spoke with the manager she assisted me right then and there

  Business Response

  Date: 09/20/2023

  We went above and beyond to ensure that this issue got resolved, and we are pleased to inform you that we issued the refund, and the situation has been resolved for the customer.
  We apologize for any misunderstanding caused by the shipping company.

  Customer Answer

  Date: 09/20/2023

  sent an email  stating  miscommunication and the  issue is resolved  , would like the case  closed

• Initial Complaint

  Date:02/16/2023

  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 initially bought an unlocked phone on 1/10/23 and received it 1/12/23. The phone did not work for my carrier so I requested a refund 1/17/23. The phone was mailed back 1/18/23. A phone daddy representative, requested the password to unlock the device, I emailed the requested password to them. They did not use the password, instead they held on to the phone and waited until their "30 day return period" was over then returned the phone to me on 2/16/23. That is unacceptable and I want my money back. Phone daddy.com used scam-like tactic and I am requesting a return label and a refund immediately. They owe me $394.18.

  Business Response

  Date: 02/17/2023

  This customer wanted to return the device, and we gladly accepted his return. When we did receive the phone, it had a passcode on it and was still tied to his icloud account. Per our policy, we can not accept a return that is still tied to his icloud account. It renders the phone useless. Please see policy attached, and this information was all provided to the customer when they started the return process.
  
  ****************************************************************************************************************************
  
  When we informed the customer, he gave us his passcode, but he refused to remove the information from a different Apple device or to provide us with the information to remove the Apple account and we had no choice but to send back the device to him to remove the personal information.
  
  We have no issues accepting the return, and the complaint about the 30 day policy is not applicable, as since he started the return process before the 30 days, we will still accept it even though it was because of his failure to remove his personal information from the phone.
  
  Once we receive the phone back wiped of all personal information, we can issue him a refund. See attached for screen shots of his phone with passcode enabled and tied to his icloud account.
  See Attachment/File: icloud lock

  Customer Answer

  Date: 02/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I provided exactly what was asked if me, the passcode to the phone. Phone daddy decided not to use the password and could have very well completed a factory reset. Then they refused to give me their return address until the BBB got involved in the situation.
  
  Because of their previous tactics, I am requesting that the case stay open until I receive a full refund from Phone daddy so they won't continuously try to scam me.
  
  I have removed all personal information from the phone, and sent it back to them. *** said they will receive it in 2 business days on Wednesday 2/22/23. They do not have any reason to not issue me a full refund.

  Business Response

  Date: 02/28/2023

  Like we informed you, a passcode is not sufficient. That will only take ** pass the lock screen. When you try to factory reset the phone, it asks for the password of the account holder that its locked to.
  
  We also gave you our return address, that is how you shipped us the phone in the first place and we informed you that you did not follow the instructions provided to you and remove the password.