Cellular Country

WowI was a customer of theirs in the pastI just bought used phones from them on 7-10-Samsung Sand Smini in excellent conditionWhen I got the phones on 7-13-the Swas in excellent condition and my wife was very happy with her phoneNow the Smini was in bad shapeHas a small smash in the bottom right and top right corners, also has scratches on the glass and scratches on the camera lens and on the back coverInstead of sending out a new phone in excellent condition with prepaid shipping to receive the bad phone they just sent outThey want you to send them the phone they just sent you back at your own expenseThen you need to wait for there claims department to say yes or no to sending you out another phone for there screw up
I will never buy from them again.They just lost a customer that used them in the past several times

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 returnYou may view the shipping and return policy by visiting www.cellularcountry.com/shippinginfoThank you

Hello,
Order *** 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 ***Your RMA number is
***-***--RefAction 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 *** If you have any questions please email *** or give us a call Monday thru Friday 8am - 5pm PST at *** *** * ***
The Support Team

Dear Consumer,
Apologize you were unable to reach us in searching didn't find any contact regarding this order placed on 03/13/14. Could have replied to your order confirmation email "Please cancel the order." As you stated that is when you
realized the wrong phone was ordered. Not a problem, we try to make exchanges easy and will assist getting you a phone you'd love. We offer a day return policy so plenty of time. Plus the Convoy is available amongst the 15,phones in our stock right now. It sounds like the search engine used is how you found www.CellularCountry.com Although, we can't be responsible for search engine results we do stand behind our products and store policy. The Convoy purchased was listed correctly with a picture. An easy way to know the Convoy is to look for a flash on the front of the phone. The original Convoy does not have a flash. We will take the liberty and process the Return Authorization for you today. To be sure we have provided our contact info you can call toll free 1-866-951-or email [email protected] Please keep in mind we operate M-F, 8-PST. Not sure why this was sent to the Revdex.com although certain a simple exchange for a Convoy can resolve this matter. Thank You
The Support [email protected]

Hello,
Buyer placed orders each for a Motorola Photon 4G cell phoneBuyer reported to *** both items not as describedWe first learned of potential issue from *** contacting usWe checked for shipping error but, product sent was correct
Then 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 keyboard. Buyer apologized for disputing and wished to order the correct phonesWe provided return instructions for the original orders and asked he update *** alsoBuyer agreed and placed a 3rd order for correct models desired the Motorola Photon QWe received his new order however, the *** 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 ***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 canceled. Stating Cellular Country would not process any further transactions until resolving the open disputes
Then 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 *** payment. These orders shipped out Monday our next business dayThen *** messaged us Tuesday regarding new disputesBuyer reported to *** both items as not receivedWe provided tracking to *** for both of the new orders and realized they were made by same buyerCellular Country provided supporting documentation regarding all orders to ***Also provided *** correspondence between our CSR and buyer*** closed all disputes stating buyer had violated ***'s Buyer Agreement
This is not personal this is common senseThe buyer has falsely disputed every *** 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 ***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
***
Thank you

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 out.Thank you

Hello,We understand this may come as a surprise to our customer and we definitely take measures to avoid activation issuesWe purchase phones from wholesalers, once received we test and verify that each phone is clear for activationOnly then the phone is listed for saleAlthough seldom the
phones ESN can become blocked between the time listed to the time phone is soldHowever, Cellular Country guarantees activation for carrier purchased. This particular order 145074, customer notified us on 04/29/we confirmed issue and shipped a replacement via USPS Priority Mail #***My guess is this claim was submitted before contacting us as we resolved the issue the very same dayCellular Country appreciates your business and allowing us to get this issue resolved.Thank you

Hello,We apologize in this instance the product returned was not in its original condition as received by customerThe original phone was tested and processed by three departmentsPhone listed in Fair condition for many marks and scratchesThe phone was complete including all parts and case
unbrokenWe have attached photo's of the phones condition when returned which also shows the original boxPlease notice the phones physically damaged, missing screws and sim trayCustomer contacted us to return product stating his sim card was not working in the phoneAt no time did they mention any physical damage or missing partsWe ask all claims of damage or missing items to be made within days of receiptDid find the customers complaint very close to our rejection letter sent explaining why the return can not be acceptedUnfortunately the phone does not qualify for returnThe Shipping and Return policy can be found by visiting:
***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
[they have not refunded my money and I am without money or a working phoneIf phone is not stolen then why is their an activation lock that *** refuses to remove? If phone is not stolen then why have they not removed the lock from activation? Where is my refund? Its been long enoughI have photos of when the phone was mailed backThis is not an isolated incident with this companyIf you check out their business reviews they have a long standing habit of ripping people offThey were told to refund my money and it would not have led to this.]
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
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 substantiated.I 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,
We understand this may come as a surprise to our customer and we definitely take measures to avoid activation issuesWe purchase phones from wholesalers, once received we test and verify that each phone is clear for activationOnly then the phone is listed for saleAlthough seldom
the phones ESN can become blocked between the time listed to the time phone is soldHowever, Cellular Country guarantees activation for carrier purchased. This particular order 145074, customer notified us on 04/29/we confirmed issue and shipped a replacement via USPS Priority Mail #***My guess is this claim was submitted before contacting us as we resolved the issue the very same dayCellular Country appreciates your business and allowing us to get this issue resolved.Thank you

I purchased a phone yesterday and it wasn't until I checked out that other phones were shownI didn't think that was proper but I liked one of the phones better and contacted CC to see if they could change m6y orderThe woman who answered the phone didn't sound very pleasant and tried to rush me because she claimed it was closing timeI'm in EST and CC is PTSince there's a time difference I was not sure if that was true at the timeWhen I told her I saw another phone I liked better she assumed I was going to buy it without the payment being creditedShe told me she would cancel the order and have my money refundedI asked her for her name and a transaction numberShe said all I needed was the order numberSo, I was actually considering ordering the other phoneI thought better of it and tried to go back to main siteI was already logged out by system and couldn't get back in no matter how many email addresses or passwords I enteredThis made me very suspicious so I called my bank to let them know I was concernedAfter speaking with a rep we decided I could wait and see what happened because the sale was only pendingI call CC today to see if the sale had been canceledSounded like the same woman and she wanted my order numberThat was why I wanted to return to the site because I hadn't written it downI told her I didn't have itShe didn't offer to look my name upI told her I would have my bank callSo she asked me for my name, mis-spelled it then tried again and found my accountShe said sale was canceledI asked her for order number in case I had to call backShe gave it to me and I thanked herI think she hung up after thatI would not recommend this company because this woman was a bit rude and the shady business of showing me other choices AFTER I placed my first saleI checked my bank and the sale had been canceledThings were made good but I didn't FEEL goodI am glad I didn't have to deal with the situation anymoreI should have looked them up and also use my credit card

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.The 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,
*** ***

Hello,This complaint is regarding a Samsung Galaxy SUnlocked GSM phone purchased for $(Attached copy of Invoice ***.) Customer ordered two phones the other Samsung Galaxy Note Unlocked GSM for $was not returnedDue to our Technician's error the Samsung Galaxy SUnlocked GSM was
not successfully unlockedThe day customer notified us we did not have another in stockSo, we emailed a return label and offered to exchange the phone or issue a refundThe customer requested a refundUpon receipt of the phone a full refund was issued and confirmation email sent to customer(Attached refund receipt.) This complaint is really about a demand for $dollars customers states paid for activation feeWe explained previously but, unfortunately can't take responsibility for a 3rd party transactionFurther claim is odd being this is a GSM model which requires an active GSM SIM card to operateIf the customer had to pay $they would have received an activated GSM SIM card from service providerThe SIM card is the service you simply place SIM in the phoneCellular Country offered to expedite another unlocked phone or unlocked the original phone and returnHowever, customer requested a refund and a refund was givenWe truly apologize the original phone was not correctly unlocked and hope our reply helps to better understand this transaction.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
MY item was returned to cellular country Monday the 13th of JuneI have called and spoke to a nasty rep named *** on the 15thShe said it would be processed on that day(the 15th) and that was not true I called on the 16th and the rep never gave me her name was VERY RUDEI want cellular country to acknowledge that they received my return(the tracking number of return is from usps signature confirmation receipt number ***) and was signed at 11:at front desk by a ** ***. I just want a email letting me know cellular county got my return and are working on returning my money to my form of payment!!!
Regards,
*** ***

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 <[email protected]> 
Mar 15 at 3:34 PM
To
Doris Alexander
Message body
Cellular Country Order Number: 136389
Detailed Invoice: https://www.cellularcountry.com/index.php?main_page=account_history_in...⇄ /> Date Ordered: Monday 11 January, 2016
The comments for your order are: Re: Cellular Country Extended Coverage We apologize there is an issue and have started the claim process. As indicated in your email requesting an exchange for defect or electronic failure of the Battery and OS freezing. Extended Coverage does not cover physical damage and is for same model exchange only. Simply have Verizon deactivate the phone remove SIM/ SD Card then return to address below using the return authorization. The return authorization is RMA: 0315-136389-EC Return to: Cellular Country 10725 Ellis Ave Ste C Fountain Valley, CA 92708 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 order. All returns must be post marked within 5 business days from the issue date of the return authorization number. Packages not post marked within 5 business day may be rejected by our returns department. You may view the shipping and return policy by visitinghttp://www.cellularcountry.com/index.php?main_page=shippinginfo. If you have any questions please give us a call Monday thru Friday 8am - 5pm PST at (866) 951 - 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 questions.
This email address was given to us by you or by one of our customers. If 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 01/01/2004. Removal requests can be sent to this address and will be honored and respected.

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 <[email protected]> Mar 15 at 3:34 PMToDoris AlexanderMessage bodyCellular Country Order Number: 136389Detailed Invoice: https://www.cellularcountry.com/index.php?main_page=account_history_in...⇄ Ordered: Monday 11 January, 2016The comments for your order are: Re: Cellular Country Extended Coverage We apologize there is an issue and have started the claim process. As indicated in your email requesting an exchange for defect or electronic failure of the Battery and OS freezing. Extended Coverage does not cover physical damage and is for same model exchange only. Simply have Verizon deactivate the phone remove SIM/ SD Card then return to address below using the return authorization. The return authorization is RMA: 0315-136389-EC Return to: Cellular Country 10725 Ellis Ave Ste C Fountain Valley, CA 92708 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 order. All returns must be post marked within 5 business days from the issue date of the return authorization number. Packages not post marked within 5 business day may be rejected by our returns department. You may view the shipping and return policy by visitinghttp://www.cellularcountry.com/index.php?main_page=shippinginfo. If you have any questions please give us a call Monday thru Friday 8am - 5pm PST at (866) 951 - 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 customers. If 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 01/01/2004. Removal requests can be sent to this address and will be honored and respected.

Hello,Just looked and did find order [redacted] for LG Spectrum placed 01/11/16. Searched and have no contact regarding this matter. The good news is you purchased 1 year Extended Coverage so we can replace the phone with no deductible. We'll email [redacted] form the order contact information...

you provided and get this resolved quickly.We appreciate your business!

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.MY item was returned to cellular country Monday the 13th of June. I have called and spoke to a nasty rep named [redacted] on the 15th. She said it would be processed on that day(the 15th) and that was not true I called on the 16th and the rep never gave me her name was VERY  RUDE. I want cellular country to acknowledge that they received my return. (the tracking number of return is from usps signature confirmation receipt number [redacted]) and was signed at 11:25 at front desk by a [redacted]. 
 
I just want a email letting me know cellular county got my return and are working on returning my money to my form of payment!!!
Regards,
[redacted]

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 charge. And 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 cracked. Once again their response doesn’t address this. So 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 issue. The phone would work with a cracked screen, but is totally useless as is, because you can’t charge it. Which is how we received the phone prior to the crack in the screen. 
Regards,
[redacted]