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Cellular Country Reviews (114)

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.
as I received a replacement phone, this phone does also not work. I took to Apple store and they said it has a bad SIM Reader. I called business and they refused to replace the phone and I have to send back at my expense!! Very poor customer service and quality of their items. Amazed they wouldn't try to rectify the problem.
Regards,
[redacted]

Hello,Cellular Country backs every purchase with our 30 day guarantee  We were contacted last week regarding an issue with the product received. A replacement was offered at no cost to correct however, customer preferred to return for refund. We provided the return instructions and sent a...

postage paid return label via [redacted]. Upon receipt a full refund will be issued as requested. A confirmation email will be sent once refund is completed. Due 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,Apologize, if somehow not receiving your RMA number is [redacted]. Based on emails see RMA was originally sent on 05/05/2015 then resent on 05/22/2015. Just this morning read your complaint and emailed the RMA again including a return label. May check your junk/spam folder if these...

emails are not found. This complaint seams a bit more embellished from our original communication regarding this transaction. Regardless, we want you to be happy with your purchase and offered to replace the product. The original product purchased was $49.99 and the phone you asked us to replace is $210.00. Unfortunately, we are unable to comp $160.00 difference. We agree to your desired resolution and will provide a full refund $69.51 upon receiving the the original product. We do apologize this transaction did not workout and value your opinion.The Support Team

I paid a higher price for an used cell phone because it was listed as mint condition. The cell phone arrived without a sim card tray. I had to pay shipping to return the phone to Cellular Country. They then sent me a replacement phone that was is poor condition. The 2nd phone's charger port cover is broken & therefore theSony Xperia Z3v is not waterproof like it is supposed to be. When I called Customer Service the agent told me the phone was not waterproof even though Sony's website says it is. The agent said they would mail me the broken part for me to fix myself. Then they emailed me a few minutes after the call & said they could not mail out the part & that I needed to send them the phone back (again I have to pay for shipping) & they offered to mail me another phone OR give me a company credit to use on their website. Worst customer service & policies ever.

Hello,
Our return policy is pretty easy. Return product within 30 days of purchase for refund or replacement. Cellular Country provided the return instructions immediately upon being contacted by customer. We also provided explanation to our store policy and addressed customers specific concerns regarding return shipping cost. The customer confirmed and acknowledged this emailing on 09/20/16 "....I'll see how the phone works tomorrow. If 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 return. The customer obviously decided to keep the product. Not until 50+ days later the customer contacted us stating lcd screen issue and asking again to return product. We had to decline the return request now being well past the original 30 days. Unfortunately 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.

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,At Cellular Country we pride ourselves on communication.  We do have an IVR (interactive voice response) system to assist with our daily call volume. ...

We ship 200 orders per day on average and every customer is important to us.  For training and accuracy all calls are recorded and emails logged.  In regards to this transaction [redacted] was issued originally for reason: phone charging issue and possibly to exchange for different model.We received the phone back and quickly
determined the phones screen had been damaged.  Physical damage disqualifies the phone from our 30 day return policy.  Being Cellular Country can't be responsible for how a product is handled while out of our procession.  The same day return was received we documented product and packaging.  (See picture attached)  Then we notified customer by email.  [redacted]'s son later called and explained shortly after receiving RMA he accidentally dropped product breaking the screen.
In reviewing communication the return policy was clearly explained.  Specifically that physical damage is not covered by our 30 day return policy.  However, [redacted] was strongly in disagreement to this policy.  We apologize the product was unfortunately damaged by her son and as a courtesy returned the product for free via USPS tracking number [redacted].
Questions regarding our Shipping and Return policy can be found by visiting: http://www.cellularcountry.com/shippinginfo
Thank You.

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 $17.43 for their delay.  Apologize, FedEx was not on time in this case and pleased to resolve as requested. 
The Support Team
Cellular Country

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 $78.90 in our card processing terminal.  We ship 150 phones per day on average and find surprising you've had no luck in contacting...

us.  We are available M-F, 8-5 PST please email [email protected] or call toll free ###-###-#### press option 1 to speak with a Team Member.  Additionally, the RMA can be obtained online 24 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,
This complaint is regarding a Samsung Galaxy S3 Unlocked GSM phone purchased for $69.99 (Attached copy of Invoice [redacted].) Customer ordered two phones the other Samsung Galaxy Note Unlocked GSM for $104.99 was not returned. Due to our Technician's error the Samsung Galaxy S3...

Unlocked GSM was not successfully unlocked. The day customer notified us we did not have another in stock. So, we emailed a return label and offered to exchange the phone or issue a refund. The customer requested a refund. Upon 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 $58 dollars customers states paid for activation fee. We explained previously but, unfortunately can't take responsibility for a 3rd party transaction. Further claim is odd being this is a GSM model which requires an active GSM SIM card to operate. If the customer had to pay $58 they would have received an activated GSM SIM card from service provider. The SIM card is the service you simply place SIM in the phone. Cellular Country offered to expedite another unlocked phone or unlocked the original phone and return. However, customer requested a refund and a refund was given.
We truly apologize the original phone was not correctly unlocked and hope our reply helps to better understand this transaction.
Thank You

Review: I paid $170 for a used phone through the site. The phone that I received is still connected to the original owner and I cannot activate this phone, rendering the item useless.

Business

Response:

Hello,Cellular Country backs every purchase with our 30 day guarantee We were contacted last week regarding an issue with the product received. A replacement was offered at no cost to correct however, customer preferred to return for refund. We provided the return instructions and sent a postage paid return label via [redacted]. Upon receipt a full refund will be issued as requested. A confirmation email will be sent once refund is completed. Due 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

Review: Purchased an unlocked S[redacted]. Phone was continued to turn off every 5 to 10 minutes. Phone had prior owner naked pictures attached along with prior owners personal information, extremely scratched & dirty. When I call to complain I was treated as though it was my fault. I was told by the manager Wes that he would upgrade the phone for me if I gave them another chance. When I accepted the offer he wanted to charge my credit card for an extra $160.00 when I only paid $49.00 for the original phone. Now I've written them 4 times requesting an RNA number to return the phone. I've not received an response nor will they answer their phones. Can you help get my money back?Desired Settlement: Please have Wes or someone write me back - [redacted] to give me an RNA number along with a full refund of phone cost $49.99 & shipping cost $19.52 total $69.51.

Office Use Only:

From: [redacted]

Email: [redacted]

Login Name: Not logged in

Login Email: Not logged in

IP Address: [redacted]

Host Address: OFFICE_IP_TO_HOST_ADDRESS

Date and Time: Tue May 5 2015 10:46:04 PDT

Thank you,

Business

Response:

Hello,Apologize, if somehow not receiving your RMA number is [redacted]. Based on emails see RMA was originally sent on 05/05/2015 then resent on 05/22/2015. Just this morning read your complaint and emailed the RMA again including a return label. May check your junk/spam folder if these emails are not found. This complaint seams a bit more embellished from our original communication regarding this transaction. Regardless, we want you to be happy with your purchase and offered to replace the product. The original product purchased was $49.99 and the phone you asked us to replace is $210.00. Unfortunately, we are unable to comp $160.00 difference. We agree to your desired resolution and will provide a full refund $69.51 upon receiving the the original product. We do apologize this transaction did not workout and value your opinion.The Support Team

Review: I purchased a phone for my husband in August. He opened it on his birthday a little more than two weeks later. We tried to activate the phone but had no luck. We made two different calls to Verizon, both verified the phone was still active on another account (phone number ###-###-####). I began contacting Cellular Country on September 7th. I emailed Cellular Country and they said they would replace the phone and send me a free return. Then they said they didn't have any of these phones left so I asked if I could purchase an upgraded phone. Never heard back. Contacted them again and they said I could return the phone at my expense and they would give me a credit, not a refund. I argued and the man said to call back on Monday and they will provide the return and would refund my money once the phone was received. I then began communicating with Stephanie there. After several communications, she sent an email (which I still have) apologizing, stating they reviewed my account and would send me a return label that day. I never received anything so I followed up daily requesting the label with no response for over a week. I finally get a response saying they were multiple labels emailed. I checked with my IT department and my spam folder, no emails from that domain were received by the server. Stephanie called me today saying they would not pay for the return as "according to three websites" the phone is elligible for activation.

I again called Verizon Wireless and spoke to [redacted] in support today, 9/18 at 12:09 pm. He stated the phone is inelligible for activation because it is still active on another person's account (number ###-###-####. . The way it was explained is “what would prevent you from stealing a phone and then calling me to say ‘I bought this phone, now put it on my account’? This is how we protect our customers”. He reiterated, unless the current owner of the phone disconnects it, it is not able to be activated.Desired Settlement: I would like a pre-paid return label sent to both of my email addresses that I provided them. I will send the phone back immediately upon receipt of the return label. Within 7 days of receipt, I would like a full refund to my credit card of thefull amount I incurred during purchase with email confirmation sent to the two addresses I have provided them.

Review: We ordered phones that were advertised as [redacted] phones that turned out to be [redacted] phones which won't work for our service plan. We put in a return authorization request and have called every day for over a week leaving emails and messages with absolutely no response. They say they have a 30 day money back policy if the phones are not damaged which these are not being that we could not use them. The phones are not good anyways being that the batteries both need to be replaced, no charger came with them and once you get them charged they are dead in an hour. Wish I would have noticed all the bad reviews before dealing with this company. What do I do now?Desired Settlement: We just want to send the phones back and know that we are going to be refunded the amount that we paid them.

Business

Response:

Hello [redacted],

Apologize, you have been attempting to contact us unsuccessfully

regarding the 2 orders placed early April, 2015. When reviewing the

orders see several updates on both. A Micro SD Card was requested on

April 21st. A replacement battery was requested on May 1st. Then on May

15th we issued RMA: [redacted] per your request although order

was past the 30 day return period. Phone(s) purchased are unlocked GSM

models which can not be used on [redacted] PCS. We actually have a [redacted]

PCS section listed on our website simply go to:

[redacted]-pcs

The correct product(s) ordered were received understand they will not

work for your service. To resolve this matter please return all

product(s) as received using the following RMA's.

RMA: [redacted]

RMA: [redacted]

Upon receiving the product(s) back we will issue a full refund minus the

original USPS shipping cost. Being a used service this is non

refundable. If you would like help placing an order for a [redacted] PCS

phone or have additional questions just give us a call toll free

[redacted]). Thank You.

The Support Team

Review: I purchased an [redacted] on 4/5/15 I received it 4 days later. The phone was to be in full working order. I turned on the phone and it has a activation lock. The previous owner did not turn off their lost [redacted] lock. Which means they are selling stolen phones and that it is not fully working. They gave me an RMA to return it. The label does not contain a tracking number. I returned the phone in the mail via post office on monday 4/13. I waited until friday 4/18 to inquire about my refund. They claim they have not gotten the phone. They keep asking for a tracking number which their label did not include. I contacted them again monday 4/20/15 they are refusing to issue me a refund. if they wanted a tracking number they should send a label with a tracking number. Their phones never get a live person when you call.Desired Settlement: I want a full refund, and an apology.

Business

Response:

Hello,

We value all customers and especially return customers as with [redacted]. He

alerted us shortly after receiving the device there was a lock. We did

confirm remotely the phone had [redacted] turned on. This ESN is not

reported as blacklisted, lost or stolen. Sometimes [redacted] is off [redacted]

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.

[redacted] was adamant the return package had arrived however, we did not

show this. That 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 [redacted] 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.

Consumer

Response:

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.

[they have not refunded my money and I am without money or a working phone. If phone is not stolen then why is their an activation lock that [redacted] 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 enough. I have photos of when the phone was mailed back. This is not an isolated incident with this company. If you check out their business reviews they have a long standing habit of ripping people off. They were told to refund my money and it would not have led to this.]

Regards,

Business

Response:

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!

Review: I needed an replacement phone and found a great price on Country Cellular I was more pleased to find out that they actually had different options for a faster delivery.I had chosen the 2 day fedex option and paid 17.43 in addition. I oreded on Wednessday and wanted to recieve the phone before the weekend. I was given a tracking number and found the estimated time was for the following monday. I first contacted fed ex cause even though my product was shipped from Southern CA and I'm in Mesa, AZ my package got shipped to memphis. It didn't make sense they said sometimes it get's sent there for sorting. I went to Country Cellular to get a refund on my 17.43 on Thrusday and I beleive Firday . I sent two emails and no one got back to me. I found this to be very poor customer service. Even though I sent them and email today (Monday) I'm wirting here cause it seems the only way I can get an answer I 've lost faith that'll get an response.Desired Settlement: I would like an refound for my 17.43

Business

Response:

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 $17.43 for their delay. Apologize, FedEx was not on time in this case and pleased to resolve as requested.

The Support Team

Cellular Country

I order a phone, in the description it never stated the phone has a special extended battery, which made it hard to find a case with the bulge sticking out. I return it, when I ask for the full refund plus the additional $6 I had to pay to return it they told me no! It was their companies mistake, and I had to pay for it. Horrible Customer Service!

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.

Review: I initially purchased the phone on 10/06/15. On 10/15/15 I contacted the company for the first time to inform them there were issues with the phone. I was sent a new battery to try and resolve the issue with the phone. This was after only 9 days.

I called again on 11/16/15 and told technical support it did not fix the phone and received a return authorization number - this was after 41 days. Their argument to me was that I did not request a refund within 30 days of the initial purchase. That is because everytime I called or sent emails I was "highly suggested" that I get a replacement. I was told there would be nothing wrong with the replacement - then why did I get 2 defective phones?

I did notify the company within 30 days of the original purchase that there was something wrong with the phone - that phone call was made on 10/15/15, which was after 9 days after the original purchase.

I received the first replacement on 11/20/15.

On 12/04/15 I again contacted technical support and was informed that the 2nd replacement phone was also defective and received a 2nd return authorization number. This was after having the 2nd replacement for only 14 days. Before I even finished telling the technical support person what was wrong - they immediately identified the phone and said it was defective. If they knew the phone was defective in the first place - or had a history or being defective for the same problem - why did they send it out to me?

Requested refund - sent 4 emails - only one response stating I was not going to receive a refund. I tried to appeal with higher management and was told - it was the manager who made the final decision that I would not get a refund. I gave up with the emails - no responses - I figured they did not want to talk to me - I was right - they just automatically send me a replacement phone - I'm betting at this point it will also be defective.

I have spent $50.00 returning phones to them and now have a phone I'm not even going to use. I gave up

and purchased a phone elsewhere.

Everyone was very nice upfront when they want you to purchase their product and it's like they become

possessed when you try to reason with them - very rude!!!

I am a senior citizen and have worked professionally since I was 13 - I am currently a Compliance Officer for a very successful financial institution and never in all of my years have I ever treated anyone as bad or unprofessionally as I have been treated.

There is no customer satisfaction with this company. Bottom line - once you have paid for the phone you are no longer important to them.

My recommendation to anyone even considering purchasing a phone from this company is DON'T.Desired Settlement: II would like to receive my full refund.

Review: I ended up having to pay $15 to return a product that was falsely advertised as being in good condtion. So the original order cost 79.99 + $7.99 s/h. The phone arrived in horrid condition and it took me 2 weeksto have customer service respond to my calls and emails. When they finally got back to me they never mentioned any of the issues I was having simply that they put in a request for me to return my product like they were doing me a favor. Than once the request got accepted I had to pay another 7.99 s/h to send ot back to them an than it took two weeks to process so all and all, $15 and an entire month later I ended up losing money for literally absolutely nothing not even so much as an apology for horrid service. And to top it all off now my email gets about 3 spam messages a day from them.

Truely annoyed consumer,

-[redacted]Desired Settlement: Reimbursement of shipping and handling fees.

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Description: Cellular Telephone Service & Supplies

Address: 10725 Ellis Ave, Fountain Valley, California, United States, 92708

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