Complaints

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 24 Sep 2023 I purchased a used phone (**** ** ****) and was informed by the sales person that if the phone did not work properly that I could bring it back to get a refund or another device. The phone did not work properly. After 2 days, I returned to the store to request my refund and was informed by another employee that a refund was not allowed. I informed him that the employee who sold me the phone originally said I could return it. This employee called the manager and asked if he would honor what I was told but that was denied. Given my new restrictions, I thought it best to purchase an ****** to lesson the chance of having issues. This employee was in the mist of helping me transfer my data but had to leave for the night. I returned to the store 29 Sept 2023 to complete the transfer but a new employee/individual told me the cost for that assistance was $40. I was never told the assistance to transfer data had a price nor was I ever shown any documentation that documented no returns. I asked for the owner's name and was denied that information. I asked for the employee name and he said," ****". I asked his to right down his full name but he only wrote the first name. I asked for his full name again and he refused. This store is not posting their policy's properly and is not illustrating honesty and best practices with respect to customer service. As such, I took a photo of the man and he said I couldn't do that and proceed to take a photo of me and my vehicle license plate. This I believe was done in an effort to intimidate me. I took the photo to show proof of the person with whom I was dealing since I can't seem to find the same individual twice. I believe I am entitled a refund given their deceptive practices and faulty products and hope BBB can assist me with this endeavor.

  Business response

  11/01/2023

  to protect our small business from people purchasing phones and returning them for numerous reason such as customers waiting for there new phone in the mail in between upgrades or swaps and insurance claims we have a strict no return policy.  We have signs everywhere in the store and even before you walk in, in the show cases and in front of the P.O.S check out.   Data transfer is a services provided usually cost from $19 to $39 up to $59 + depending on how many GB is being transferred can take up for 2 to 3 hours up to 1 business days sometimes more.  This is not a free service at our locations and at big box locations like **** and ******* ect they do not offer this service anymore yes they have in the past but as of now they do not.  On the receipt if you click on more details and scroll down you will find also detailed break down of what I have talked about above.  Thank you for your time. 

*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. ↩