Cellular Country

Review: I ordered a used cell phone from this company that was already activated to someone else. I was told by my cellular company that I would have to wait two months before the phone could be activated since I did not know the original owner.After attempting to contact the company for return information (RMA) on four occasions, I finally expressed that I would file a Revdex.com complaint if I did not hear from the company. At this point, a representative left a message on my phone, but when I attempted to call back the extension the mailbox was full. The whole company feels a bit like a scam to me. Buyer beware.Desired Settlement: I would like a refund for the phone purchased.

Business

Response:

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.

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.

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,

Business

Response:

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

Review: I purchased a phone from this company which said it was in good condition. I received the product no problem, but as soon as I turned it on, the phone did not work at all. It shut itself off numerous times and I had a very hard time getting it to come back on. I thought about sending the phone back but I do not want a replacement phone that is not gonna work, I want my money back. I would have to pay out of pocket to ship it back just for them to tell me it works fine. They sell stolen, damaged phones and do not give you your money back. They are a scam and need to be shut down.I paid over 150.00 dollars for a non working damaged phone.Desired Settlement: I want my money back. I don't want the phone nor a replacement or store credit which is what they try to give you. If all I get is my money back for the price of the phone.

Business

Response:

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

Review: Searching cellular country's search engine for convoy 3 led me to a page selling the convoy the page made no mention that it was a u240 (first generation convoy. it wasn't until I was emailed the invoice that I had any idea I was getting a u240 (worth less than 20.00 on the internet) for 70.00. I tried to contact cellular country to stop the sale. But could never talk to anyone. When the phone arrived it would not turn on. And they sent me a charger that doesn't even fit that phone. I still haven't been able to reach anyone. Their website does have their return policy which does not allow anyone to get their money back no matter what they do. They offer a store credit which isn't worth any more than the junk they sell.Desired Settlement: I just want my money back

Business

Response:

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 30 day return policy so plenty of time. Plus the Convoy 3 is available amongst the 15,000 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 3 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 1-866-951-2355 or email [email protected] Please keep in mind we operate M-F, 8-5 PST. Not sure why this was sent to the Revdex.com although certain a simple exchange for a Convoy 3 can resolve this matter. Thank You.

The Support Team

[email protected]

Review: I need cell phones to call people. I ordered 2. I received the wrong ones. I ordered 2 more separate orders so I can have a phone with no delays. Payment was processed for 4 separate phones. I emailed the company advising to send the phones all orders I paid for and I would then return the incorrect original 2. I need the phones to discuss this. I have a learning disability ADHD and this is making my life miserable. Please send the correct phones at the below pricing and explain clearly why you would process an order, take payment then not send? I was called by someone randomly before running out of minutes on my old carrier/phone from the company advising me to close out my [redacted] protections. The call dropped when I ran out of minutes. I did not feel comfortable doing this without a written explanation, because it simply washes away my buyer protection rights. I had 2 similar instances of this and filed Revdex.com complaints against [redacted] and they will not reopen a case once closed. Please how can I get the phones? If not please refund all monies paid in full and return labels still need issued for the 2 incorrect model phones I received. I want to send those back, only after I get clear written instructions, as explained to not give up my buyers protection rights on [redacted]. Additionally today I am unable to even login to my account on the company website to view the transactions and orders. What is the deal?Desired Settlement: need cell phones to call people. I ordered 2. I received the wrong ones. I ordered 2 more separate orders so I can have a phone with no delays. Payment was processed for 4 separate phones. I emailed the company advising to send the phones all orders I paid for and I would then return the incorrect original 2. I need the phones to discuss this. I have a learning disability ADHD and this is making my life miserable. Please send the correct phones at the below pricing and explain clearly why you would process an order, take payment then not send? I had 2 similar instances of this and filed Revdex.com complaints against [redacted] and they will not reopen a case once closed. Please how can I get the phones? If not please refund all monies paid in full and return labels still need issued for the 2 incorrect model phones I received. I want to send those back, only after I get clear written instructions, as explained to not give up my buyers protection rights on [redacted]. How can I proceed?

Business

Response:

Hello,

Review: Order Number: [redacted]

RA # [redacted]

The device was sold as excellent condition. But the device I received had device with scratches on the screen. I called them and mentioned that and they said if there are scratches then its not supposed to be classified as excellent, and I can return the product. So I shipped the device back for refund. But after they received the device, they say I don't see any scratches and they are charged me 20% restocking fee. I paid $152, they charged $30 as restocking fee.

I called and mentioned them clearly that there are scratches, and also mentioned where the scratches are. The person is so rude that he says, that I wearing glasses that have scratches so only I see like that. That was very rude. Its not how business operates.

I need refund of my amount completely.Desired Settlement: Full refund of the product.

Review: I bought a used but in "excellent Condition" phone from this Co. The website says excellent means-Excellent: The close cousin of a brand new phone, this phone is nearly perfect cosmetically and perfect mechanically. It may have one or two small scratches that are difficult to detect unless youre looking for them. For all intents and purposes, you just paid full price for this baby because it looks and functions like a new phone would. The only thing youll notice is that you got a great deal for a phone that looks nearly new.The phone I received had a chunk out of the top of the unit, and was dirty abound the edges and home button. As soon as I received it and took it out of the package, I saw the chunk out of the top and called the Co. The lady I spoke to said yah, it's a used phone. I told her , notI paid for a like new phone, not one that had been dropped and damaged and had a chunk out of it, it was supposed to be in excellent shape. She said she would issue a RMA and when they received the phone I could get a replacement. I asked if the next phone would be in the same condition. I expected excellent condition phone, not a fair (Fair: This phone is a workhorse, with perfect functionality but very visible signs of use all over the exterior. You can expect a number of scratches and signs of wear on the housing. When youre looking for the cheapest used phone on the market, this is itall the performance you need without the cost of a perfect exterior.) phone. I told her I would just like my money back. I did get my price paid, but they will not refund shipping, and actually wanted to charge me a 20% restocking fee. I would like my Shipping fee reimbursed, I shouldn't have to pay almost $9.00 to ship a phone back because of their lack of honesty. This was no fault of mine. They said because it functions fine, I pay. I never even turned it on! I should have got what I ordered. Not be out money, and still not have a product. Please advise. Poor business practices.Desired Settlement: I want my shipping cost refunded. I paid for 2 day priority and signature confirmation. $8.70

Review: I purchased the phone under "FAIR" condition. I expected extreme wear marks, dents, scratches, etc. no problem.

However I received the phone for the first time, and as a first time customer, in nice packaging, phone was wrapped in plastic within the box. I open the plastic bag the phone was in, only to discover, screws missing, screen popping slightly out of the case, sim tray missing, top left corner has a "chunk" missing in the plastic, and headphone plug stuffed with what looks to be pocket lint. The "slap in the face" was EAR WAX in the earpiece speaker from the previous owner. ATT will not unlock the phone as the previous owner did not fulfill the contract, therefore the phone is unable to be activated or used. The phone's SIM card reader has bent pins and sim tray missing, rendering the phone useless.

I immediately called cellular country and sent the phone back with RA# [redacted] . The person on the phone was friendly and was a pleasure to deal with.

Fast foreword to recently, I received the exact same phone back in the mail with a letter saying:

"We received the phone back and quickly determined the phone has been damaged. (EXACTLY WHY I WANT TO RETURN THE PHONE) A crack in the front left top corner, 3.5 mm port stuffed with some sort of paper and SIM tray missing. This is considered physical damage which is not covered under our 30 day return policy. We have documented the damage and returned the device as a courtesy being unable to process the return.

I contacted support by phone, the representative was very rude and condescending, stating that I did not specify all the damage stating "All You said was you could not get your SIM to work". Speculating that I broke the phone out of the box.

No signs of shipping damage, as any lost pieces, screws, pieces of plastic, and the sim tray would have all been inside the plastic the phone was shipped in. This was not the case. I have also lost on shipping back and forth to be denied for CC's fault.Desired Settlement: All I wanted was the device that I paid for, and what was advertised. At this point all I am looking for is a refund. Reading by other's reviews, it sounds like I'm not the only one, I never write bad reviews, or reviews in general. This company needs to reform it's practices before it goes out of business from being so unprofessional.

Business

Response:

Hello,We apologize in this instance the product returned was not in its original condition as received by customer. The original phone was tested and processed by three departments. Phone listed in Fair condition for many marks and scratches. The phone was complete including all parts and case unbroken. We have attached photo's of the phones condition when returned which also shows the original box. Please notice the phones physically damaged, missing screws and sim tray. Customer contacted us to return product stating his sim card was not working in the phone. At no time did they mention any physical damage or missing parts. We ask all claims of damage or missing items to be made within 3 days of receipt. Did find the customers complaint very close to our rejection letter sent explaining why the return can not be accepted. Unfortunately the phone does not qualify for return. The Shipping and Return policy can be found by visiting:

[redacted]Thank you

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.

[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,

We purchased a phone from this company and were sent the wrong version, which was also broken. Customer service stated they'd send us a return slip via email but did not, and then proceeded to ignore the emails we sent trying to resolve the situation. It wasn't until I called again and spoke with a woman named Gaby, (employee number 60) that I was able to get them to actually email the slip. I had to ask her wait on the phone while I refreshed the inbox to make sure it was actually sent. She was incredibly rude and became so angry that she hung up on me. I'm returning the phone today, we'll see if we are actually issued a refund for the broken phone they sent us.

Review: I ordered a phone from the cellular country website for 27.99 I also added next day shipping for $43.00 as the phones needed to be delivered on 5/20/14. I provided all required information and received a welcome email and an order confirmation email. It was only when I went online to get the tracking number did I see my order was being held. When I called I talked with a man who stated they held the order due to the difference in billing and shipping address. I advised that the address was correct as I was sending the phone to my daughter in law. He then said he would release it. I asked when it would arrive he stated tomorrow which is a day later than what I paid for. He said it was my fault as I just called in. Their hours are from 8AM to 5PM. I called after 9AM. They had only been open a hour or so and the first time I called I got cut off. They did not notify me that the order was held I had to call them. They said they called but I did not get a call from anyone or any number identified as Cellular Country. The are scamming people with their high shipping cost but not delivering as it would have only been half that amount for delivery on Wednesday which is when it was received. They did not ask me any security question or anything to "release" the order. Just had me confirm that the billing and shipping address was different. This was already done on the web.Desired Settlement: I would like a refund for $43.00 for the shipping charge or a reduction in the shipping rate for late delivery. I paid more than the cost or the phone to ensure that the phone arrived on time and this did not happen.

Review: I purchased an LG G2 phone from Cellular Country #[redacted] on January 25, 2016. The first LG G2 phone I received was still under another individual account. I called Cellular Country within a week after the purchase and spoke to a male representative. During the discussion, we coordinated returning phone back and along with another phone I purchased a month before that did not work as well. The agent stated the 2nd phone will be sent out and I can add a 1 year warranty with a small fee within 30 days of time of purchase. I tried to working with Cellular Country tried to add this warranty to account. They declined the request and will not honor the conversation. I feel this is very dishonorable and deceiving by Cellular Country and had issues with 2 phones that did not work. I have left a voicemail with the Supervisor to discuss the matter and request a phone pull of conversation. I have not heard back from Supervisor.Desired Settlement: Honor the conversation of adding a 1 year warranty to my account.

Business

Response:

Hello,

Review: I bought a phone from this company on March 19,2014 didn't work returned they gave me store credit of $53.99. Left alone until 8/29/14 found a phone I liked added $72.00 to the credit of $53.99. Had to return phone didn't find sim's card. I forgot to put RMA number on box lady said she would take care of it and send me a replacement, a month later still no phone, post office said it was delivered. Finally got that credit which left me a credit of $125.99 because they wouldn't give refund. Now I ordered another phone in excellent condition this time and added another $69.00 to it and the phone has the same problem can't find sim's card. I e-mailed them and told them I want a refund put back on my bank card I wanted to order from someone else. She re-emailed me and said I used a credit that there is no money to refund. What? All of it is my money I don't understand how this company works. You order a product and it says excellent condition like new but doesn't work. Now they have $194.99 of my money and I can't afford to buy another phone.Desired Settlement: I want a full refund of money on my bank card.

Business

Response:

Hello,

We have had seven orders placed by [redacted] 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 [redacted] 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 [redacted] and issue a full refund upon receipt. We do this to not only resolve but, in hopes [redacted] will continue to use our service.

Thank You

Review: I purchased a cell phone from this Cellular Company for my son's 21st birthday. While purchasing the phone on-line they stated that they had a 30 day guaranty for damaged phones. Within days after receiving it the phone stopped charging. When I contacted the company (which was near impossible to do because they disconnect you during their automated message) I was informed to send it back and they would send me a new one. The only way I got through to them was by email and was told to give them MY number and they would call me. Shortly thereafter the phone was dropped and a corner of the screen was cracked very slightly. When I received the call from them, [redacted], a customer service representative informed me that yes, they would be able to replace it even if the phone screen was cracked. Upon their receipt of the phone my son was contacted by that and was told that they could not replace the phone or issue a refund because the screen was cracked and it was not properly packaged. This was within the 30 day guaranty period. I was able to get someone to call me back regarding this phone call and informed them that the phone was bubble wrapped when sent to them and they told me it was not. It is my belief that whomever in their company opened the package discarded the bubble wrap and just gave the phone to their superior. The supervisor, [redacted], was very nasty when taking to him and refused to send a properly working phone or refund my money.Desired Settlement: A refund to my credit card.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: I was never informed of the policy of no refunds. I ordered a cell phone on 7/30 and paid for overnight shipping to receive it on 7/31. I did not like the phone and it's inability to charge and power up. I was also able to get my old phone working so I didn't need it. The same day I received it I called to return it and was informed there are NO REFUNDS. You can only exchange for another phone or get a "store credit". I would be happy with even a partial refund, but none is available.Desired Settlement: 75% refund. I will take a partial hit on this, but there is no reason I can't at least get most of my money back.

Business

Response:

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

Review: On Jan. 11,2016 I purchase a phone --1 x LG Spectrum WiFi GPS Android PDA 4G LTE Phone ( Verizon )

I did not activated the phone until Feb. 21, 2016 at Verizon.

The Problem having is if am trying to make a call the phone freezes up , and I have to stud the phone off .The stud off button on the is so worn out

that it is hard to manage. The battery is very weak. invoice # [redacted]Desired Settlement: a better phone

Business

Response:

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!

Consumer

Response:

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,