Cellular Country

Hello,Apologize, if somehow not receiving your RMA number is [redacted] Based on emails see RMA was originally sent on 05/05/then resent on 05/22/Just this morning read your complaint and emailed the RMA again including a return labelMay check your junk/spam folder if these emails are not foundThis complaint seams a bit more embellished from our original communication regarding this transactionRegardless, we want you to be happy with your purchase and offered to replace the productThe original product purchased was $and the phone you asked us to replace is $Unfortunately, we are unable to comp $differenceWe agree to your desired resolution and will provide a full refund $upon receiving the the original productWe do apologize this transaction did not workout and value your opinion.The Support Team

Hello,This response by customer was probably sent earlier as we are closed on the weekend. As previously stated we needed to receive the product prior to a refund being issued. Yesterday afternoon we processed a full refund and emailed confirmation. Here is a copy of the original 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: [redacted] (Priority Mail™ (1-3 business days)), amount of refund: $8.29 and [redacted] 16GB Black [redacted] Smartphone for [redacted] , amount of refund: $59.99 Total refund: $68.28. This amount will be refunded to the credit card used to place the order within 3-5 business days. This time may be longer if you used a debit/ATM card to make your purchase. We apologize that the phone did not work out and appreciate your business. Information regarding our shipping and return policy can be found by visiting: http://www.cellularcountry.com/shippinginfo. If you have any questions or concerns, we can also be reached Monday through Friday, 8 AM to 5 PM Pacific time at [redacted] or via email at [email protected]. We are always working to make sure that we offer the best cell phone buying experience anywhere. Thank you for your business! We are glad to have fully resolved this matter as promised.Thank You!

Absolutely worst customer service experience I've ever had They only care about taking your money for deffective product Stay away from this company I would never recommend anyone to shop from this company

Hello, Our return policy is pretty easyReturn product within days of purchase for refund or replacementCellular Country provided the return instructions immediately upon being contacted by customerWe also provided explanation to our store policy and addressed customers specific concerns regarding return shipping costThe customer confirmed and acknowledged this emailing on 09/20/"....I'll see how the phone works tomorrowIf it does not work properly, then I will request a refund instead of an exchange, ship the phone back, and then add to your F rating on Revdex.com." No further contact and no returnThe customer obviously decided to keep the productNot until 50+ days later the customer contacted us stating lcd screen issue and asking again to return productWe had to decline the return request now being well past the original daysUnfortunately the customer failed to return the product originally and now product no longer qualifies for return You may view the shipping and return policy by visiting www.cellularcountry.com/shippinginfo Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attempted to contact the line, sent four emails to the support email address, and could not print an RMA through the online system. I have the credit card statement with the charge. All I want is a refund. If the company needs a copy of my credit card statement with the charge I am happy to provide it
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Hello,
We are responding to complaint regarding orders *** and ***Order *** product was returned using our return mailer and refundedOriginal email: Thank you for your cellularcountry.com order number ***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: ***If you have any questions or concerns, we can also be reached Monday through Friday, AM to PM Pacific time at *** *** or via email at ***We are always working to make sure that we offer the best cell phone buying experience anywhereThank you for your business!
Order *** 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 *** or call toll free *** ***)We are happy to add the Extended Coverage plan on order ***Thank you,
The Support Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your response as to the complaint, however the issue as it relates to the "Shipping" is clearly vague when one goes to you page and begins the process of purchase after selecting the phoneThe very next page indicates in the break down of the purchase the wording "FREE shipping", this is misleading to the customer who will the likely proceed to the next step of purchasingNot until the final page does it appear "Shipping $9.99"At this juncture consumers may over look this and simply enter credit card information assuming the appearance of the $will revert to the Claimed free shipping advertised on the previous pageSome may overlook this entirely and hence the misleading consumers or falsely advertising at the bill of laden transaction sell point is an act the induces consumers into purchase based upon or misleading advertisementIt is better that the Free shipping be removed from the price point sell of the transaction , periodI would also point out that your associate indicated that the shipping use to be free but is no longer offered, this is in contradiction of the statement made in th response that we offer free shipping of upgraded packages, either you do or you don't offer free shippingThis call was recorded as in the state of Michigan only one party has to agree to the recording of said conversation, and "Not" the second partyMy claim as to the conversation therefore can be substantiatedI also stand by the claim that the associate indicated one coupon per person, and this requires in the state of Michigan for disclosed disclaimer on the advertised coupon that appears on the enclosed purchase sell' receipt in the boxed item purchased that clearly states: "Use on your next purchase" for savings of $You may very well claim that the coupon was first used in the Nexus purchase December or Jan for same Nexus,however you cannot discount the fact of the wording on the advertised coupon to use on next purchase and no such appearance of "Use once" or other disclaimer of dis-allowanceAgain, truth in advertisement is key, of which violates Federal FTC and Michigan Consumer Protection laws
Regards,
*** ***

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

Hello,
In our prior response we addressed the return and explained why the product was not accepted Understandable this explanation is not the resolution you seek. Although
unfortunate the product was broken admittedly by your son. You broke the product and that is why the product no longer qualified for return. We notified you the product did not qualified for return, documented the damage and mailed product back to you at no charge.
The Shipping and Return policy can be found by visiting:
http://www.cellularcountry.com/shippinginfo
Thank You

Hello,
We apologize the product does not meet your expectationsAlthough we typically do not pay return shipping we will provide a return label to resolve this matterOnce the product is received we can process a refund per your requestA confirmation email is sent once the return is
completedYou may view the shipping and return policy by visiting ***
The Support Team

Hello,
We have had seven orders placed by *** and value her as our customer very much. Looking over all order notes found a refund request made only for an older order.
Cellular Country does offer refunds in fact the very first order *** was returned for refund because she didn't like the model. Regarding this recent order do understand cell phone problems are frustrating. Our purpose is to provide a good working phone for a great price. Bottom line we failed to do that whether for a technical issue or simply didn't like the model. To resolve we will send a return label for order *** and issue a full refund upon receipt. We do this to not only resolve but, in hopes *** will continue to use our service
Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am willing to accept the response, there was considerable confusion in the process, and the phone names are very, very similar That being said I currently have phones from Cellular Country that need returned I do not want to look suspicious of them that were the wrong models have been opened The other boxes are closed still as mailed and cannot be attest to Can you please confirm what you have sent me and where it needs to go back to? I am going to send it tracking, shipping of course I just want this so there is no confusion I am mistrusting of going outside of my protection rights and from reading this sir, understand now your scope on the situation I stand by my apology of a business deal gone bad But I want to get these unused, and unopened phones all back to you with some sort of credible promise, solution *** was real real slow I got impatient they flagged my account I had like returns this christmas, I did a lot of shopping, a lot of which were parts, etc....I was on vacation until recently and unresponsive for whatever reason I partly did this to show I am very real, but at this point want to get your products back so you can verify unharmed and I expect a refund if I pay the shipping, tracking, will you pay the restocking, in essence, meeting me halfway? and I close the complaint once I get confirmation of this? I ultimately got the phones activated sooner from another source because of these aforementioned delays before I was asking for return labels be issued through *** and wanted a way of preserving the above rights I am not sure if I opened the case right or in error, again, *** telephony is the worst sorry I used them and opened the disputes, they are compounding this issue with their trolling and flagging please just let me get these phones back to you, its starting to feel like im doing something wrong by mistaking a q for a g in the phones title description somewhere along the way Then calling to get information on it, now flags, complaints, orders held, so I placed multiples because of dwindling inventory now he releases the phones and I already received/activated phones that were the ones with q in title then yours arrive I dont need I just want to ensure I preserve my rights along the way that is my perception of the situation thank you please offer fair resolve and instructions clear, then I will close out complaint, accept resolve
Regards,
*** ***

Hello,
The replacement was tested prior to being shipped so this does come as a surpriseRegardless, we will provide a full refund upon receiving both iPhones backEnclosed with the replacement was a USPS return label reference tracking number ***We will email an additional return label today to cover shipping costOnce both iPhones are received a refund for $will be processed via *** being the original payment method usedCellular Country will honor your proposed resolution and apologizes for whatever reason this transaction did not work outThank you

Hello,
We reviewed your complaint and apologize it appears there is some confusion with our offers and store policyWe definitely appreciate you choosing Cellular Country again and placing your second order ***Attached a copy of the that orderYou can see a coupon was applied and
Extended Coverage option also added. Assume you overlooked Extended Coverage: Year Extended Coverage ($34.99) on your invoiceThe great news is your phone is protected with the Year Extended Coverage planWe have started a claim for order *** and emailed you instructions to get the Nexus phone replacedCellular Country does have several promotions and restrictions do applyYes, we do offer free shipping when optional Cellular Country Super Pack is purchasedFree Priority Mail Shipping ($value) is clearly stated on qualifying productsThis is not or misleading in fact, about 35% of our customers take advantage of this great dealCellular Country also offers several coupons most are valid for one time useThat is why our website did not accept the coupon againThat specific coupon you used on order ***Your phone call yesterday with CSR Taylor attempted to better explain this and she provided an alternate coupon code as a courtesyPlease don't hesitate to contact us with any additional questionsWe are always happy to help.Thank you

Hello,
We value all customers and especially return customers as with ***He
alerted us shortly after receiving the device there was a lock. We did
confirm remotely the phone had *** turned on. This ESN is not
reported as blacklisted, lost or stolen. Sometimes
*** is off ***
servers and phone needs to be cleared by performing a hard reset. These
instructions were provided along with return authorization. As a
courtesy Cellular Country provided a postage paid return label.
*** was adamant the return package had arrived however, we did not
show thisThat is why we asked if he had tracking. We simply did not
know if the label we provided was actually used. Although we cannot
control *** delivery time we will process a refund as requested. Once the product
has been received we'll email a confirmation. Cellular Country values you our customer more than the product. Please accept our apology for failing you on this transaction
Best Regards

Hello ***,
Apologize, you have been attempting to contact us unsuccessfully
regarding the orders placed early April, When reviewing the
orders see several updates on bothA Micro SD Card was requested on
April 21stA replacement battery was requested on May 1stThen on May
15th
we issued RMA: *** per your request although order
was past the day return periodPhone(s) purchased are unlocked GSM
models which can not be used on *** PCSWe actually have a ***
PCS section listed on our website simply go to:
***-pcs
The correct product(s) ordered were received understand they will not
work for your serviceTo resolve this matter please return all
product(s) as received using the following RMA's
RMA: ***
RMA: ***
Upon receiving the product(s) back we will issue a full refund minus the
original USPS shipping costBeing a used service this is non
refundableIf you would like help placing an order for a *** PCS
phone or have additional questions just give us a call toll free
*** ***)Thank You
The Support Team

Hello ***,
Apologize, you have been attempting to contact us unsuccessfully
regarding the orders placed early April, When reviewing the
orders see several updates on bothA Micro SD Card was requested on
April 21stA replacement battery was requested on May 1stThen on May
15th we issued RMA: *** per your request although order
was past the day return periodPhone(s) purchased are unlocked GSM
models which can not be used on *** PCSWe actually have a ***
PCS section listed on our website simply go to:
***-pcs
The correct product(s) ordered were received understand they will not
work for your serviceTo resolve this matter please return all
product(s) as received using the following RMA's
RMA: ***
RMA: ***
Upon receiving the product(s) back we will issue a full refund minus the
original USPS shipping costBeing a used service this is non
refundableIf you would like help placing an order for a *** PCS
phone or have additional questions just give us a call toll free
*** ***)Thank You
The Support Team

Hello,We reviewed the order history and confirmed just a few hours after receiving the phone on 09/19/customer emailed us stating "I ordered an LG Gphone and received it today (order #***)I have started using the phone but have been very disappointedThe phone’s battery life
decreased by almost 10% when disconnected from the power cord for less than minutesIt takes about an hour for the phone to charge up to 10% battery lifeAlso, I need to be within about feet of my wireless Google fiber router to get a wireless connection." We provided return instructions along with RMA *** at the time customer selected to replace the phoneThe following day 09/20/customer asked that we cover the return shippingWe responded that return shipping is customer responsibility as stated in our store policyWe also stated that once issue is confirmed the replacement would be shipped free of chargeWe do stand behind our products we simply ask the product is returned to validate the claimThere are several things that can affect battery performanceOften the battery is blamed for poor performance however, that is not always the caseCan also be a result from using a low amp charger, badly designed apps, too many background applications running, poor signal areasThat is why we ask ask to get the phone back to confirm the claimLater that day the customer wrote us again stating "Ah, I guess that explains the F rating on Revdex.comI'll see how the phone works tomorrowIf it does not work properly, then I will request a refund instead of an exchange, ship the phone back, and then add to your F rating on Revdex.com." We responded confirming we would be happy to replace or refund the phone once received and apologized for the inconvenienceOn 11/10/16, we received an email stating "I have had nothing but trouble with this phone on order The phone didn't seem to hold a charge when I first received itNow it is completely dead with a blue screenHow do I get a refund or exchange?" We responded the product is now past our day return policy and no longer qualifies for returnPer cardholders own words on 09/20/he would try the phone the next day (09/21/16) and if not working return for refundThe cardholder did not return the phone and did not contact us until days laterBottom line the customer ultimately choose to not return the product within days.Thank you. You may view the shipping and return policy by visiting www.cellularcountry.com/shippinginfo Cellular Country provided the return instructions however, cardholder failed to return product in and cardholder aware of store policy

Hello,
We reviewed the order history and confirmed just a few hours after receiving the phone on 09/19/customer emailed us stating "I ordered an LG Gphone and received it today (order #***)I have started using the phone but have been very disappointedThe phone’s battery
life decreased by almost 10% when disconnected from the power cord for less than minutesIt takes about an hour for the phone to charge up to 10% battery lifeAlso, I need to be within about feet of my wireless Google fiber router to get a wireless connection." We provided return instructions along with RMA *** at the time customer selected to replace the phoneThe following day 09/20/customer asked that we cover the return shippingWe responded that return shipping is customer responsibility as stated in our store policyWe also stated that once issue is confirmed the replacement would be shipped free of chargeWe do stand behind our products we simply ask the product is returned to validate the claimThere are several things that can affect battery performanceOften the battery is blamed for poor performance however, that is not always the caseCan also be a result from using a low amp charger, badly designed apps, too many background applications running, poor signal areasThat is why we ask ask to get the phone back to confirm the claimLater that day the customer wrote us again stating "Ah, I guess that explains the F rating on Revdex.comI'll see how the phone works tomorrowIf it does not work properly, then I will request a refund instead of an exchange, ship the phone back, and then add to your F rating on Revdex.com." We responded confirming we would be happy to replace or refund the phone once received and apologized for the inconvenience
On 11/10/16, we received an email stating "I have had nothing but trouble with this phone on order The phone didn't seem to hold a charge when I first received itNow it is completely dead with a blue screenHow do I get a refund or exchange?" We responded the product is now past our day return policy and no longer qualifies for returnPer cardholders own words on 09/20/he would try the phone the next day (09/21/16) and if not working return for refundThe cardholder did not return the phone and did not contact us until days later
Bottom line the customer ultimately choose to not return the product within daysThank you
You may view the shipping and return policy by visiting www.cellularcountry.com/shippinginfo
Cellular Country provided the return instructions however, cardholder failed to return product in and cardholder aware of store policy