Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this phone in December. It just shut off and won't power back on. I took it to the apple store and was told that it is a hardware defect and cant be fixed and that it needs to be replaced. I know I have a year warranty with this company. They refuse to answer the phone or respond to my emails. I have a print out from Apple stating that this is not a user error and that there is no damage externally to phone. Please let me know as soon as possible as I am without a *********************** ************ ************************************* Original Wal-Mart Order# *******-69729105

  Business response

  09/26/2023

  Hello BBB and Customer,

  PTS is a 3PL that does not directly own or warrant product on behalf of our fulfilment partners.  That said, we have been in contact with *********** who is the owner of this transaction.  They have acknowledged the letter and will contact you directly to resolve your issue.  The *********** customer service line phone # is **************, they are open from 9am to 5pm et should you wish to reach out to them ahead of them contacting you.

  Best Regards,

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

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have been reaching out to loop mobile for 3 weeks with no response. I am without a phone and out of $300.00. The phone is under their 1 year warranty. 
  
  Regards,
  
  *************************************
  

  Business response

  10/11/2023

  Hello All,

  The issue was our messages were going into the customers spam folder. We have been communicating with this customer via email and provided a return label on 9/20/23 for the customer to send the device back for inspection and processing of their warranty claim. We did speak with the customer to find out the messages were going into her spam folder. She confirmed she is all set and will be shipping the device back. We will inspect and process the claim within ********************************************************************************************************************** refund the customer if we can't. I will update once we have completed that process.  

  Thank you

  Loop Mobile Customer Service

  Customer response

  10/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  The company offered a refund and said that it was processed but I still have not received the refund nor has the financial institution. 
  
  Regards,
  
  *************************************

  
  

  Business response

  11/03/2023

  We apologize for any misunderstanding that *** have occurred with your order. All our product can be returned free of charge within 30 days if unused. After 30 days all our refurbished products are backed-up by a warranty that can go up to 12 months from the date of purchase by the consumer. It covers all technical malfunctions but does not support accidental damage, water damage, loss, or theft.
  This customers purchase was not eligible for a refund since their purchase date was 11 months ago on 11/22/22 it falls into a warranty claim and is covered by our warranty policy. 
  We were communicating with the customer via email and our messages were going to her spam folder. We did connect with her advise her to check her spam for emails from us she acknowledge they were indeed in her spam folder and she would return the device for a replacement. We received the return and did issue a replacement device it shipped and delivered with signature via ***** on 10/19/23. We understand that she has moved since her original purchase and is no longer at that address. The customer did provide us yesterday with documents showing the change of address and this exception to our warranty policy has been approved by management for a full refund. 
  We have issued a full refund to the customers Paypal account and have confirmation that it was successful.
  We aim to provide a flawless purchase experience but we recognize that this wasnt the case in this instance and have worked with the customer to resolve this as quickly as possible. Thanks, the *********** team.

*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. ↩