Cellular Country

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!

Hello,Buyer contacted us stating phone will not work with their pre-paid plan. The phone was listed and sold for Sprint PCS service. We apologize the phone will not work for buyers desired service. With that said, the phone is not blacklisted, lost or reported stolen, We have attached a screen shot...

from Sprint's online activation page. Our 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. 12/18/2015 16:12:04

Ready to Ship
Your order will ship on
Monday, December 21st, 2015. The following phones will be shipping with
your order:<br>LG G3 Vigor LS885 SPRINT 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 thing. Unfortunately, phone will not work and return instructions were provided to buyer via email on 01/04/16. A copy of that email has been provided below. We will extend the RMA for additional 7 days please return the product for exchange or refund.Thank you.01/04/2016 14:13:17

RMA Requested
RMA has been requested
for order [redacted]. Your RMA number is [redacted]. Action requested
is R. Extra comments: cx wants to return not compatible with her carrier

Please return the package to the following address:
Cellular Country
[redacted]
[redacted]
[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 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 visiting [redacted]. If you
have any questions please give us a call Monday thru Friday 8am - 5pm
PST at [redacted]

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 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]

Hello,
We apologize in this instance Cellular Country is unable to accept the return due to physical damage. The product was...

delivered on 08/09/16 via FedEx Tracking #[redacted]. That same day the customer contacted us regarding activating the two phones purchased. We provided activation instructions for the LG G3 which was successfully activated. Due to our listing error the iPhone 5 needed to be replaced. We processed a replacement iPhone 5 via USPS Express #[redacted] and included return postage USPS #[redacted] that same day to correct. This communication and our immediate action is important to establish that there was no damage to the LG G3 on the day of delivery. In fact, it was not until 08/16/16 the customer reported an issue. They stated the LG G3 was working fine today, but now touch pad does not work. That they noticed the LG G3 had a crack on screen at the very top. Customer returned both products. We processed a full refund for the iPhone 5 on 08/23/16 and emailed confirmation. However, the LG G3 had a large crack across the entire screen. The touch screen does not work and due to this physical damage the LG G3 does not qualify for return. Keep in mind the LG G3 was activated and used for several days and there was no mention of damage anytime during the 4 previous telephone calls. 
Please view the pictures attached of the LG G3 in the exact condition as it was received. We believe the pictures speak for themselves.
Cellular Country

Hello,Buyer contacted us stating phone will not work with their pre-paid plan. The phone was listed and sold for Sprint PCS service. We apologize the phone will not work for buyers desired service. With that said, the phone is not blacklisted, lost or reported stolen, We have attached a screen...

shot from Sprint's online activation page. Our 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.
12/18/2015 16:12:04

Ready to Ship
Your order will ship on
Monday, December 21st, 2015. The following phones will be shipping with
your order:<br>LG G3 Vigor LS885 SPRINT 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 thing. Unfortunately, phone will not work and return instructions were provided to buyer via email on 01/04/16. A copy of that email has been provided below. We will extend the RMA for additional 7 days please return the product for exchange or refund.Thank you.
01/04/2016 14:13:17

RMA Requested
RMA has been requested
for order [redacted]. Your RMA number is [redacted]. Action requested
is R. Extra comments: cx wants to return not compatible with her carrier

Please return the package to the following address:
Cellular Country
[redacted]
[redacted]
[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 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 visiting [redacted]. If you
have any questions please give us a call Monday thru Friday 8am - 5pm
PST at [redacted]

Hello,We apologize in this instance Cellular Country is unable to accept the return due to physical damage. The product was delivered on 08/09/16 via FedEx Tracking #[redacted]. That same day the customer contacted us regarding activating the two phones purchased. We provided activation...

instructions for the LG G3 which was successfully activated. Due to our listing error the iPhone 5 needed to be replaced. We processed a replacement iPhone 5 via USPS Express #[redacted] and included return postage USPS #[redacted] that same day to correct. This communication and our immediate action is important to establish that there was no damage to the LG G3 on the day of delivery. In fact, it was not until 08/16/16 the customer reported an issue. They stated the LG G3 was working fine today, but now touch pad does not work. That they noticed the LG G3 had a crack on screen at the very top. Customer returned both products. We processed a full refund for the iPhone 5 on 08/23/16 and emailed confirmation. However, the LG G3 had a large crack across the entire screen. The touch screen does not work and due to this physical damage the LG G3 does not qualify for return. Keep in mind the LG G3 was activated and used for several days and there was no mention of damage anytime during the 4 previous telephone calls. Please view the pictures attached of the LG G3 in the exact condition as it was received. We believe the pictures speak for themselves.Cellular Country

Hello,Order [redacted] placed on 02/06/15 and shipped the same business day. Customer emailed us 02/10/15 stating issue with product and we responded that same day. Yes, we did offer to ship a replacement out at our cost. We also provided the (RMA) return merchandise authorization. It states...

"Phones purchased within the last 30 days can be returned for an
exchange or replacement whichever is preferred. Otherwise, per your
request a refund can be issued. Simply note your preference when
sending the phone so we can process the return quickly. Your RMA number is [redacted]Upon receiving the product Cellular Country will issue a refund and email once completed for your records. That is our standard process do not hesitate to contact us by email or call 866-951-CELL in the mean time. Cellular Country will be celebrating 10 years in business and nearly 250,000 orders. We appreciate your business and apologize this transaction was not a success.The Support Team

Hello,Buyer placed 2 orders each for a Motorola Photon 4G cell phone. Buyer reported to [redacted] both items not as described. We first learned of potential issue from [redacted] contacting us. We checked for shipping error but, product sent was correct. Then provided ESN's and documentation...

to prove the buyer received the correct products ordered. The buyer called us following and our CSR explained the phones received matched what was ordered. Apparently buyer wanted the Motorola Photon Q as it has a qwerty keyboard. Buyer apologized for disputing and wished to order the correct phones. We provided return instructions for the original 2 orders and asked he update [redacted] also. Buyer agreed and placed a 3rd order for correct models desired the Motorola Photon Q. We received his new order however, the [redacted] disputes were never updated. We emailed buyer that we would not ship more product until pending disputes were closed or product returned. We held the new order another 24 hours but, at the end of Friday no update was made with [redacted]. In fact, buyer messaged requested free return shipping and full refund. So, the pending order was canceled and refunded. We emailed the buyer and explained why order was canceled. Stating Cellular Country would not process any further transactions until resolving the 2 open disputes. Then over the weekend the buyer created a new account on our website under a different customer name. Placed 2 new orders each for the Motorola Photon Q model and paid using [redacted] payment. These orders shipped out Monday our next business day. Then [redacted] messaged us Tuesday regarding new disputes. Buyer reported to [redacted] both items as not received. We provided tracking to [redacted] for both of the new orders and realized they were made by same buyer. Cellular Country provided supporting documentation regarding all 4 orders to [redacted]. Also provided [redacted] correspondence between our CSR and buyer. [redacted] closed all disputes stating buyer had violated [redacted]'s Buyer Agreement. This is not personal this is common sense. The buyer has falsely disputed every [redacted] payment made to Cellular Country. We stand behind our Store Policy and honor the return authorizations given on all 4 orders. Return authorization and instructions have been provided directly to buyer and through [redacted]. Buyer has acknowledged receiving this information. Returns must be received within 30 days of purchase and return shipping is the buyers responsibility.
You may view the shipping and return policy by visiting
[redacted] Thank you.

Hello,Order [redacted] placed 05/20/16 and delivered by USPS on 05/23/16. In checking the order notes see contact regarding this transaction. On 06/10/2016 at 15:28:13 PST RMA (return merchandise authorization) was provided. RMA has been requested for order [redacted]. Your RMA number is [redacted]-[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 back. Returns are processed within 5 days of receipt and an email confirmation is sent once completed. You 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] [redacted] The Support Team

Hello,We apologize the product does not meet your expectations. Although we typically do not pay return shipping we will provide a return label to resolve this matter. Once the product is received we can process a refund per your request. A confirmation email is sent once the return is completed....

You may view the shipping and return policy by visiting [redacted]
The Support Team

Hello,We reviewed your complaint and apologize it appears there is some confusion with our offers and store policy. We definitely appreciate you choosing Cellular Country again and placing your second order [redacted]. Attached a copy of the that order. You can see a coupon was applied and Extended...

Coverage option also added.  Assume you overlooked Extended Coverage: 1 Year Extended Coverage ($34.99) on your invoice. The great news is your phone is protected with the 1 Year Extended Coverage plan. We have started a claim for order [redacted] and emailed you instructions to get the Nexus 5 phone replaced. Cellular Country does have several promotions and restrictions do apply. Yes, we do offer free shipping when optional Cellular Country Super Pack is purchased. Free Priority Mail Shipping ($9.99 value) is clearly stated on qualifying products. This is not false or misleading in fact, about 35% of our customers take advantage of this great deal. Cellular Country also offers several coupons most are valid for one time use. That is why our website did not accept the coupon again. That specific coupon you used on order [redacted]. Your phone call yesterday with CSR Taylor attempted to better explain this and she provided an alternate coupon code as a courtesy. Please don't hesitate to contact us with any additional questions. We are always happy to help.Thank you.

Hello,
Cellular Country apologizes the phone was listed for the wrong carrier. A replacement was offered however, in this case the customer requested a refund. We provided a return label with return instructions. Once product is received a full refund will be issued and confirmation email...

sent. Cellular Country protects every purchase with our standard 30 day guarantee. You 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,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!

Hello,Cellular Country apologizes the phone was listed for the wrong carrier. A replacement was offered however, in this case the customer requested a refund. We provided a return label with return instructions. Once product is received a full refund will be issued and confirmation email sent....

Cellular Country protects every purchase with our standard 30 day guarantee. You 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,
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 $179.99
We appreciate your business and apologize for any confusion.
Thank You
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 5 minutes after discovering the condition of the device,
along with audio from my security system when I was talking on the phone
with the company. I explicitly state that there was damage to the
device I had just received in the mail. The company should provide the same recording at they're end, one will notice they match up perfectly, Thank You]
Regards,
[redacted]

Hello [redacted],
Perfect if you are able to provide us a copy of the credit card transaction.  We will able to locate the transaction in question.  Our telephone number is provided on the card statement but, just in case provided again.  Call us toll free ###-###-#### press 1 for sales so we can get this resolved.
Thank You
The Support Team

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,We are responding to complaint regarding orders [redacted] and [redacted].Order [redacted] product was returned using our return mailer and refunded. 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: Samsung Galaxy Victory 4G LTE Bluetooth NFC Android Phone Sprint Reason for return: other pre-paid, amount of refund: $64.99 Total refund: $64.99. 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: [redacted]. 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 [redacted]. We are always working to make sure that we offer the best cell phone buying experience anywhere. Thank you for your business! Order [redacted] phone was replaced within 30 days of purchase. Did find 1 call received last week and apologize a newer Rep failed to add the coverage as requested. Extended Coverage is available! 1 Year Extended Coverage is $29.99. 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

I am very dissatisfied with Cellular Country regarding my recent order. I ordered a Galaxy S6 on 12/21/15 in hopes of receiving it by Xmas as the big gift for my kid. After I placed the order and my credit card was charged, I received the following message: "Your order will ship tomorrow, December 22nd, 2015..." I assumed this was a done deal, but I was terribly mistaken! On 12/22/15 I received an email as follows "Your order has been held pending additional verification". I would think they could have called me to get the verification they needed to get this order out, but they didn't. I happened to check emails and saw it, so I called them. I was told that they needed me to call them to verify the order, due to the large dollar amount of the order. The person I spoke with confirmed that my order was released and would ship on 12/23/15 via Standard Next Day Delivery (I paid an extra $34 for this delivery) and that I would receive it the next day (12/24/15). To my dismay, I received another email from them on 12/23/15 stating "We have voided your Cellular Country order xxxxxx for the following reasons: unable to ship order as placed..." When I called them on the 12/23/15, the lady I talked to couldn't explain why they cancelled my order, so I asked to speak to a the owner or manager. I eventually spoke with the Supervisor and he was unsympathetic to my situation. I asked him how he would feel if this happened to him and his reply was "I don't shop online, so this couldn't happen to me". Stated they had an issue with verifying my address. I advised i'd spoken with the young lady the previous day and she confirmed my order was shipping-then he basically went on to state they ship orders at their discretion... I told him they could have simply called me if they needed to further verify any info-but he basically got an attitude with me for not being happy about this-they ruined my Xmas gifts. I was told my funds wouldn't be returned for 72 hours (business days), had to scramble to find this item elsewhere. Don't waste your time or money shopping from CellularCountry, just not worth the hassle for a used phone.