Cell Phones
Schok, LLCThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
01/16/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/11/24 I placed an order on ************************************* for the amount of $42.76 and I choose the option to make a deposit as highlighted in the attached files. We made the deposit on 12/18/24 as the receipt attached shows. The funds were deducted from our bank account the next day as shown in the screenshot attached. I called Schokgear (Schok LLC) to find out where my order is and they claim they didn't get paid as it shows a preauthorization charge in their account but they didn't actually get the money. So I asked them kindly to call their bank why the funds hasn't been released as from my bank account it definitely cleared (as shown attached) and they are refusing to do this. They claim there's nothing they can do. I even called their bank to see if there's anything I can do and the bank said that they have call and they'll fix the issue. I tried explaining this to the supervisor but he was just repeating the same line over and over that once the money clears their account they'll ship the order. In the end they claimed that they'll refund me the money but of course I never got it because obviously if the bank is holding the money for some reason than they can't refund it. All I'm asking is that they make a phone call to their bank to find out why the funds aren't released and once that's resolved to ship my order.Business response
01/27/2025
Dear ******* ******
*****************************
Monsey NY 10952
*************We sincerely apologize for this experience, and fully understand your frustration. We're not sure how the bank is not able to reflect the payment in *******, but we will look into it from our side. In the meantime, because we value you as a customer, we will ship the product free of charge AND we will issue a check for a full refund of $42.76 USD. The check will be mailed to the address above.
Thank you for your patronage.
Sincerely,
Schok
Initial Complaint
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had purchased a Schok flip phone with a bundle (accessories) on May 8, 2024. I had charged the phone, and then proceeded to personalize the phone's settings to my needs (ie volume/ring tones/etc) and also tested the camera by taking a few pictures. In early July, the phone simply FROZE upon startup- the word Schok appears on the screen then the phone freezes. In order to turn the phone off I had to remove the battery. I have never used the phone as a phone- no texts, no calls. Inside the box was a form to be completed if there is any issue with the phone. I completed all the requested information and saw that I needed to call them to receive an RMA (Return Merchandise Authorization) number to enter onto the form. I called them on July 12, 2024 @ approx 2:25 and spoke to "Briannna." She was unaware of any RMA number that would be needed and stated that someone would be in contact with me within a few days regarding the return of the defective phone. I verified my email address and phone number them. I never received any call or email. I then called again on July 23, 2024 at approx 12:30 and spoke to "Deeju" (sp?). I repeated the problem with the defective phone and was told that she will submit a request for a label to be emailed to me. I was under the impression that it was going to be done right away. The following day, July 24, 2024 I called again and spoke to the same person. She again stated that she "put in a request" for a label to be emailed to me. Today is July 29, 2024 and I have not yet received any call or email regarding a label. I am seeking a full refund for this defective phone. I had paid $87.82 for this phone. I do not wish to have a replacement for this phone, due to the very poor customer service I received. While I spoke to very cordial, and pleasant receptionists at this company, I was not provided any RMA or label in order to complete my return.Business response
08/05/2024
Dear *************************,
We're saddened to hear about your recent experience with our device, and will look into the process why this return did not happened faster.
We endeavor to have flawless devices and stand behind the warranty of products, and In this particular case, we will honor your request for a full refund.
I have instructed our customer service to reach out to you and verify your contact information to issue the full refund.
We apologize for any inconvenience this may have caused you.
Best regards,
Schok.
Customer response
08/06/2024
I am rejecting this response because: .........
I appreciate your offer for my full refund for my defective phone and will accept that offer. Please have someone email me an RMA number and a mailing label in order to return the phone to you. My preferred contact method is via email: *************** , as I usually cannot answer personal calls during the work day. If you wish to leave me a voice mail, that would be fine as well. I can call back during my lunchbreak (2:00-3:00pm EST) or after work. Please leave me the exact name of the person whom I am to speak to as well as his/her phone extension #.
Please refund the amount to my original payment method ***** credit card).
Thank you.
Business response
08/06/2024
Dear *************************,
We appreciate your feedback on the matter, and will be more than happy to refund the total amount to your credit card used in the original purchase.
Please do not worry about returning the phone.
Sincerely,
Schok.
Customer response
08/12/2024
I have reviewed the business response and accept this resolution. I have reviewed my credit card statement and see that the refund from Schok was made on Thursday August 8, 2024.Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This government issued phone will not hold a charge and shutdown at 30 percent battery. This is a lifeline phone. How can that be of it doesn't work when needed?Business response
04/01/2024
Dear customer,
********************** devices are built to the highest standards with all the needed certifications as required by the Assurance program. We're saddened to hear your recent experience with your phone. However; since this is Government subsidized phone, the specific settings are not held by Schok, so unfortunately we can not service it. Our humble advice is to contact the party where you acquired the device and ask them to remedy this situation.
We sincerely apologize for not being able to provide more help, but as mentioned above, as a Government subsidized phone, it is impossible for us to fix this directly.
Sincerely,
Schok LLC
Initial Complaint
02/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have A Schok Android phone from Assurance Wireless. The phone is unable to keep it's charge and Power/Turn on. I would like for The Schok Company to pay for Repair of my Phone. I live in *************. I don't know if the port needs replacement or ***********. Thank YouBusiness response
02/29/2024
Dear customer,
The Assurance phones are Government subsidized devices, and their settings are fully managed and controlled by Assurance. While, we appreciate your feedback and regret to learn about your experience with a Schok phone, we cannot repair nor adjust the devices since we do not have access to those settings. Our humble advice is that you contact Assurance directly, and explain the issue(s) you may be experiencing, so they may take the appropriate action required.
Sincerely,
Customer Service, **********************
Customer response
02/29/2024
I have reviewed the business response and accept this resolution.Initial Complaint
01/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a phone from the Schok website on 12/18/22. I the phone on 12/21/22. After activating the phone I realized that the phone was defective. The phone would make calls, but the recipient of the phone call could not hear the person using the Schok device. The phone would receive messages but was unable to send messages. I returned the defective device via **** and the phone was delivered to the returns department on 12/29/22. I am still being charged for the returned device. I have made 4 attempts to email the company regarding the defective device and requesting a full refund. The company has failed to respond to any emails. I have also reached out to customer service using the number listed on the Schok website to no avail.Business response
01/04/2023
We, at Schok are always looking to satisfy our customers, and are very sorry for the delay in response during the New Year's weekend.
We have processed a full refund to your account for $126.48 and apologize for any inconvenience this might've caused.
I am attaching a picture where you can verify the refund.
wishing you a wonderful 2023.
See Attachment/File: Refund -order **** ******************************jpgInitial Complaint
10/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Have beentrying to buy replacement battery SB 165 for my Schok phone. First contacted company at least 4 months ago, 3times this week with no information given about when or where I can buy battery. I was told to try Amazon, EBay, Target, TMobile. no one has it. Must charge battery twice a day to use phone.Business response
12/29/2022
Business Response /* (1000, 5, 2022/10/10) */ I don't understand with whom this customer spoke with as this is a battery that can be delivered immediately with no problems in stock. The customer can easily go to the following link and purchase the battery, choose his shipping preferred option and we will deliver it on time. This is the link that our customer service team is communicating to our customers. https://schokgear.com/products/schok-classic-1-650mah-replacement-battery?utm_source=copyToPasteBoard&utm_medium=product-links&utm_content=web Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was able to easily order the battery as "Schok classic 1,650mAH replacement battery" . however my battery was listed as SB165 on their site and listed as unavailable. None of customer service reps knew that it is (I hope) the same battery.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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