Cellular Country

I bought an "Unlocked Phone" from Cellular Country. The phone was NOT unlocked. I contacted them. They made NO attempt to make the purchase right. NO Return, NO Replacement, NO Refund, NOTHING. Spend your money somewhere else.

Hello,Buyer placed orders each for a Motorola Photon 4G cell phoneBuyer reported to [redacted] both items not as describedWe first learned of potential issue from [redacted] contacting usWe checked for shipping error but, product sent was correctThen provided ESN's and documentation to prove the buyer received the correct products orderedThe buyer called us following and our CSR explained the phones received matched what was orderedApparently buyer wanted the Motorola Photon Q as it has a qwerty keyboardBuyer apologized for disputing and wished to order the correct phonesWe provided return instructions for the original orders and asked he update [redacted] alsoBuyer agreed and placed a 3rd order for correct models desired the Motorola Photon QWe received his new order however, the [redacted] disputes were never updatedWe emailed buyer that we would not ship more product until pending disputes were closed or product returnedWe held the new order another hours but, at the end of Friday no update was made with [redacted] In fact, buyer messaged requested free return shipping and full refundSo, the pending order was canceled and refundedWe emailed the buyer and explained why order was canceledStating Cellular Country would not process any further transactions until resolving the open disputesThen over the weekend the buyer created a new account on our website under a different customer namePlaced new orders each for the Motorola Photon Q model and paid using [redacted] paymentThese orders shipped out Monday our next business dayThen [redacted] messaged us Tuesday regarding new disputesBuyer reported to [redacted] both items as not receivedWe provided tracking to [redacted] for both of the new orders and realized they were made by same buyerCellular Country provided supporting documentation regarding all orders to [redacted] Also provided [redacted] correspondence between our CSR and buyer [redacted] closed all disputes stating buyer had violated [redacted] 's Buyer AgreementThis is not personal this is common senseThe buyer has falsely disputed every [redacted] payment made to Cellular CountryWe stand behind our Store Policy and honor the return authorizations given on all ordersReturn authorization and instructions have been provided directly to buyer and through [redacted] Buyer has acknowledged receiving this informationReturns must be received within days of purchase and return shipping is the buyers responsibility You may view the shipping and return policy by visiting [redacted] Thank you

Hello,Buyer contacted us stating phone will not work with their pre-paid planThe phone was listed and sold for Sprint PCS serviceWe apologize the phone will not work for buyers desired serviceWith that said, the phone is not blacklisted, lost or reported stolen, We have attached a screen shot from Sprint's online activation pageOur acct info has been erased but, can clearly see phones ESN accepted for Sprint activation.Buyer received email when order was placed which included their specific ESN for phone purchased 12/18/16:12: Ready to Ship Your order will ship on Monday, December 21st, The following phones will be shipping with your order:LG GVigor LSSPRINT 4G LTE Android Smart Phone Burgundy Red: ESN Number is [redacted] , internal ID Number is [redacted] We do advise confirming ESN is compatible before shipping to avoid this very thingUnfortunately, phone will not work and return instructions were provided to buyer via email on 01/04/A copy of that email has been provided belowWe will extend the RMA for additional days please return the product for exchange or refund.Thank you01/04/14:13: RMA Requested RMA has been requested for order [redacted] Your RMA number is [redacted] Action requested is RExtra comments: cx wants to return not compatible with her carrier Please return the package to the following address: Cellular Country [redacted] For faster processing, please make sure that the return authorization number is on the outside of the package, include everything that came with your handset (complete phone, battery, charger, etc), and an invoice of your orderAll returns must be post marked within business days from the issue date of the return authorization numberPackages not post marked within business day may be rejected by our returns departmentYou may view the shipping and return policy by visiting [redacted] If you have any questions please give us a call Monday thru Friday 8am - 5pm PST at [redacted]

Hello,Buyer contacted us stating phone will not work with their pre-paid planThe phone was listed and sold for Sprint PCS serviceWe apologize the phone will not work for buyers desired serviceWith that said, the phone is not blacklisted, lost or reported stolen, We have attached a screen shot from Sprint's online activation pageOur acct info has been erased but, can clearly see phones ESN accepted for Sprint activation.Buyer received email when order was placed which included their specific ESN for phone purchased12/18/16:12: Ready to Ship Your order will ship on Monday, December 21st, The following phones will be shipping with your order:LG GVigor LSSPRINT 4G LTE Android Smart Phone Burgundy Red: ESN Number is [redacted] , internal ID Number is [redacted] We do advise confirming ESN is compatible before shipping to avoid this very thingUnfortunately, phone will not work and return instructions were provided to buyer via email on 01/04/A copy of that email has been provided belowWe will extend the RMA for additional days please return the product for exchange or refund.Thank you.01/04/14:13: RMA Requested RMA has been requested for order [redacted] Your RMA number is [redacted] Action requested is RExtra comments: cx wants to return not compatible with her carrier Please return the package to the following address: Cellular Country [redacted] For faster processing, please make sure that the return authorization number is on the outside of the package, include everything that came with your handset (complete phone, battery, charger, etc), and an invoice of your orderAll returns must be post marked within business days from the issue date of the return authorization numberPackages not post marked within business day may be rejected by our returns departmentYou may view the shipping and return policy by visiting [redacted] If you have any questions please give us a call Monday thru Friday 8am - 5pm PST at [redacted]

Hello,Cellular Country backs every purchase with our day guarantee We were contacted last week regarding an issue with the product receivedA replacement was offered at no cost to correct however, customer preferred to return for refundWe provided the return instructions and sent a postage paid return label via ***Upon receipt a full refund will be issued as requestedA confirmation email will be sent once refund is completedDue to human error a product was listed incorrectly so, happy to resolve for our customer.We apologize this transaction did not work out and appreciate your business!CellularCountry.com

Hello, We apologize in this instance Cellular Country is unable to accept the return due to physical damageThe product was delivered on 08/09/via FedEx Tracking # [redacted] That same day the customer contacted us regarding activating the two phones purchasedWe provided activation instructions for the LG Gwhich was successfully activatedDue to our listing error the iPhone needed to be replacedWe processed a replacement iPhone via USPS Express # [redacted] and included return postage USPS # [redacted] that same day to correctThis communication and our immediate action is important to establish that there was no damage to the LG Gon the day of deliveryIn fact, it was not until 08/16/the customer reported an issueThey stated the LG Gwas working fine today, but now touch pad does not workThat they noticed the LG Ghad a crack on screen at the very topCustomer returned both productsWe processed a full refund for the iPhone on 08/23/and emailed confirmationHowever, the LG Ghad a large crack across the entire screenThe touch screen does not work and due to this physical damage the LG Gdoes not qualify for returnKeep in mind the LG Gwas activated and used for several days and there was no mention of damage anytime during the previous telephone calls Please view the pictures attached of the LG Gin the exact condition as it was receivedWe believe the pictures speak for themselvesCellular Country

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe business did not accept responsibility for a defective product and required me to pay for the defective product to be returned Their unfair practices appear to be why the company maintains an F rating on Revdex.com and poor ratings on other websites I do not accept their resolution as I have stated that their policies are not reasonable and fair Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Order Update # [redacted] Cellular Country Mar at 3:PM To Doris Alexander Message body Cellular Country Order Number: Detailed Invoice: https://www.cellularcountry.com/index.php?main_page=account_history_info&order_i...⇄ Ordered: Monday January, The comments for your order are: Re: Cellular Country Extended Coverage We apologize there is an issue and have started the claim processAs indicated in your email requesting an exchange for defect or electronic failure of the Battery and OS freezingExtended Coverage does not cover physical damage and is for same model exchange onlySimply have Verizon deactivate the phone remove SIM/ SD Card then return to address below using the return authorizationThe return authorization is RMA: 0315-136389-EC Return to: Cellular Country Ellis Ave Ste C Fountain Valley, CA For faster processing, please make sure that the return authorization number is on the outside of the package, include everything that came with your handset (complete phone, battery, charger, etc), and an invoice of your orderAll returns must be post marked within business days from the issue date of the return authorization numberPackages not post marked within business day may be rejected by our returns departmentYou may view the shipping and return policy by visitinghttp://www.cellularcountry.com/index.php?main_page=shippinginfoIf you have any questions please give us a call Monday thru Friday 8am - 5pm PST at (866) - CELL(2355) The Support Team [email protected] Your order has been updated to the following status: New status: RMA Requested Please reply to this email if you have any questionsThis email address was given to us by you or by one of our customersIf you feel that you have received this email in error, please send an email to [email protected] This e-mail is sent in accordance with the US CAN-SPAM Law in effect 01/01/Removal requests can be sent to this address and will be honored and respected

Hello, This is very odd We have searched all records and found no order under your name or email Also have no transaction for the amount $in our card processing terminal We ship phones per day on average and find surprising you've had no luck in contacting us We are available M-F, 8-PST please email [email protected] or call toll free ###-###-#### press option to speak with a Team Member Additionally, the RMA can be obtained online hours a day go to: http://www.cellularcountry.com/shippinginfo Please let us know if order billed under a different name and/ or amount Once we locate the transaction certain this can be resolved quickly Thank You

Hello,We are responding to complaint regarding orders [redacted] and [redacted] .Order [redacted] product was returned using our return mailer and refundedOriginal email: Thank you for your cellularcountry.com order number [redacted] We have taken the following actions for your order: We have refunded the following items: Samsung Galaxy Victory 4G LTE Bluetooth NFC Android Phone Sprint Reason for return: other pre-paid, amount of refund: $Total refund: $This amount will be refunded to the credit card used to place the order within 3-business daysThis time may be longer if you used a debit/ATM card to make your purchaseWe apologize that the phone did not work out and appreciate your businessInformation regarding our shipping and return policy can be found by visiting: [redacted] If you have any questions or concerns, we can also be reached Monday through Friday, AM to PM Pacific time at [redacted] or via email at [redacted] We are always working to make sure that we offer the best cell phone buying experience anywhereThank you for your business! Order [redacted] phone was replaced within days of purchaseDid find call received last week and apologize a newer Rep failed to add the coverage as requestedExtended Coverage is available! Year Extended Coverage is $If you would like to add please email [redacted] or call toll free [redacted] ***)We are happy to add the Extended Coverage plan on order [redacted] .Thank you,The Support Team

Hello,Order [redacted] placed 05/20/and delivered by USPS on 05/23/In checking the order notes see contact regarding this transactionOn 06/10/at 15:28:PST RMA (return merchandise authorization) was providedRMA has been requested for order [redacted] Your RMA number is ***- [redacted] --Ref Action requested is Refund (Restocking fee may apply)Extra comments: screen defective.At this point we are waiting for the product to be received backReturns are processed within days of receipt and an email confirmation is sent once completedYou may view the shipping and return policy by visiting [redacted] If you have any questions please email [redacted] or give us a call Monday thru Friday 8am - 5pm PST at [redacted] The Support Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The statements made by the company are simply not true, attached are images taken minutes after discovering the condition of the device, along with audio from my security system when I was talking on the phone with the companyI explicitly state that there was damage to the device I had just received in the mailThe company should provide the same recording at they're end, one will notice they match up perfectly, Thank You] Regards, [redacted]

Hello, Cellular Country apologizes the phone was listed for the wrong carrierA replacement was offered however, in this case the customer requested a refundWe provided a return label with return instructionsOnce product is received a full refund will be issued and confirmation email sentCellular Country protects every purchase with our standard day guaranteeYou may view the shipping and return policy by [redacted] If you have any questions please give us a call Monday thru Friday 8am - 5pm PST at [redacted] The Support Team

Hello,Order [redacted] placed on 02/06/and shipped the same business dayCustomer emailed us 02/10/stating issue with product and we responded that same dayYes, we did offer to ship a replacement out at our costWe also provided the (RMA) return merchandise authorizationIt states "Phones purchased within the last days can be returned for an exchange or replacement whichever is preferredOtherwise, per your request a refund can be issuedSimply note your preference when sending the phone so we can process the return quicklyYour RMA number is [redacted] Upon receiving the product Cellular Country will issue a refund and email once completed for your recordsThat is our standard process do not hesitate to contact us by email or call 866-951-CELL in the mean timeCellular Country will be celebrating years in business and nearly 250,ordersWe appreciate your business and apologize this transaction was not a success.The Support Team

Hello, Surprised by this Revdex.com message as we show no contact regarding this matter Checked our email account and did not find any messages please email [email protected] or use the "Contact Us" link online After viewing your orders tracking number it appears the package was misrouted by FedEx FedEx Express delivery is guaranteed and we are happy to issue a full refund $for their delay Apologize, FedEx was not on time in this case and pleased to resolve as requested The Support Team Cellular Country

Hello, We viewed your order [redacted] and do not show any contact other than your RMA We do offer refunds typically non defective returns are subject to a 20% restocking fee In this case, you just received the product and will be returning no restocking fee will be applied Upon receiving the product back we will issue a refund for the full amount of $ We appreciate your business and apologize for any confusion Thank You The Support Team

Hello, Cellular Country is always working hard to provide our customers with the best shopping experience. We appreciate your feedback and apologize if there was any misunderstanding with our coupons or promotional offers. If you have difficulty at checkout going forward just give us a call toll free [redacted] . That way we can better assist with any checkout issues you have. We were glad you had selected the 1 Year Extended Coverage on your most recent order. The Extended Coverage claim and return instructions were emailed to you last week. Thank you. The Support Team

Hello,We apologize in this instance Cellular Country is unable to accept the return due to physical damageThe product was delivered on 08/09/via FedEx Tracking # [redacted] That same day the customer contacted us regarding activating the two phones purchasedWe provided activation instructions for the LG Gwhich was successfully activatedDue to our listing error the iPhone needed to be replacedWe processed a replacement iPhone via USPS Express # [redacted] and included return postage USPS # [redacted] that same day to correctThis communication and our immediate action is important to establish that there was no damage to the LG Gon the day of deliveryIn fact, it was not until 08/16/the customer reported an issueThey stated the LG Gwas working fine today, but now touch pad does not workThat they noticed the LG Ghad a crack on screen at the very topCustomer returned both productsWe processed a full refund for the iPhone on 08/23/and emailed confirmationHowever, the LG Ghad a large crack across the entire screenThe touch screen does not work and due to this physical damage the LG Gdoes not qualify for returnKeep in mind the LG Gwas activated and used for several days and there was no mention of damage anytime during the previous telephone callsPlease view the pictures attached of the LG Gin the exact condition as it was receivedWe believe the pictures speak for themselves.Cellular Country

Revdex.com: Cellular Country response side steps and plays lip service at best to address the issue at hand They were notified about the crack in the screen but that wasn’t the reason for the return nor were we asking them to fix that The issue was the phone wouldn’t chargeAnd since they claim to the record all phone calls for training and accuracy then why did they say they would repair/replace the phone even through the screen was crackedOnce again their response doesn’t address thisSo AGAIN like I previous stated I was informed by [redacted] at your office that although the screen was cracked it would still be replaced (IF YOU RECORD YOUR CALLS THEN ADDRESS WHY THIS WAS STATED AND YOUR NOT HONERING YOUR AGREEMENT )You may want to train your staff so they are aware of your policy so that wrong information is NOT given to the customer As this Very poor customer service Once again the cracked screen isn’t the issueThe phone would work with a cracked screen, but is totally useless as is, because you can’t charge itWhich is how we received the phone prior to the crack in the screen Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Order Update # [redacted] Cellular Country Mar at 3:PMToDoris AlexanderMessage bodyCellular Country Order Number: 136389Detailed Invoice: https://www.cellularcountry.com/index.php?main_page=account_history_info&order_i...⇄ Ordered: Monday January, 2016The comments for your order are: Re: Cellular Country Extended Coverage We apologize there is an issue and have started the claim processAs indicated in your email requesting an exchange for defect or electronic failure of the Battery and OS freezingExtended Coverage does not cover physical damage and is for same model exchange onlySimply have Verizon deactivate the phone remove SIM/ SD Card then return to address below using the return authorizationThe return authorization is RMA: 0315-136389-EC Return to: Cellular Country Ellis Ave Ste C Fountain Valley, CA For faster processing, please make sure that the return authorization number is on the outside of the package, include everything that came with your handset (complete phone, battery, charger, etc), and an invoice of your orderAll returns must be post marked within business days from the issue date of the return authorization numberPackages not post marked within business day may be rejected by our returns departmentYou may view the shipping and return policy by visitinghttp://www.cellularcountry.com/index.php?main_page=shippinginfoIf you have any questions please give us a call Monday thru Friday 8am - 5pm PST at (866) - CELL(2355) The Support Team [email protected] order has been updated to the following status: New status: RMA RequestedPlease reply to this email if you have any questions.This email address was given to us by you or by one of our customersIf you feel that you have received this email in error, please send an email to [email protected] e-mail is sent in accordance with the US CAN-SPAM Law in effect 01/01/Removal requests can be sent to this address and will be honored and respected