Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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Been a customer for several years. Recently bought a new phone. Phone does not work right at all. Took phone back to the store were I bought it. Told I only had 7 days to return it even though I bought it around 3 weeks ago. Told I have to go through warranty department. Ok I did that. Told to send in my phone and they would send me a refurbished phone. Oh no. I advised them I was having surgery Monday and I can not be without a phone. Also I want a new phone not refurbished one. Bought it new I want a new phone to replace it. There they told me to give them a credit card number and they will change me for another phone and when they got the old one back they might credit my card witch would take 5to 7 days to go back on my card. Oh no again. I am not going to do that. I want a new phone not refurbished like I told them before. Asked for a manager. Never got one. Was put on hold again and again. Had to call back several times. It took me well over two hours to get manager. He told me he would waive the charge and send me a new phone. Said he would give me the warranty department again and they would take care of me. Ok well he did but they would not Honor his word. New nothing about it and was in no way would they do it. After that asked for corporate office number. Got the run around again. Was told they didn't have a number for corporate office. No one had it. This is a load of crap. I know better. Called them yesterday when I was able to and now they want put it though the insurance been fighting you and the phone was under warranty. It's not under insurance. Again the run around. All the numbers for corporate office on line or on the Revdex.com website are no good. Disconnected can't put call through at this time or answering and disconnected. They are totally fake. Out of the country butt holes. Not going to let it go. Going to fight them
On Aug 14, 2017, I visited Cricket Wireless Store at 10090 Olde US 20 in Rossford, OH. I ended up purchasing a phone, case and plan for a total of $119.04. First issue-the sales person sold me the wrong plan. I was over charged. I brought in a print out showing the Basic Plan for $40/mo and after Auto Pay credit the price advertised was $35. The sales person charged me $55 for a 55UNL plan. Second issue-I did not like the phone. On Aug. 17, 2017, I returned to the store and asked for a refund. The sales person, *** (or ***) told me he could not give me a refund. He stated that he did not have authorization to process refunds. He told me to come back tomorrow. I left the store bewildered and frustrated. I had my receipt, the phone was in perfect hardly used condition (the cords were never out of the box). This wasn't right. So, I turned around and went back to the store. I walked back in and again asked for a refund. This time I had a recording device on, so the same sales clerk called someone and told them the situation. The person on the telephone asked to speak with me. He identified himself as AJ, company owner. He was very rude, told me to stop recording and said he would not refund the full amount. He said the refund policy was on the back of the receipt. This was the first time I was made aware of the refund policy. It is on the back of the receipt in VERY tiny print. If I had been informed of this policy prior to purchase, I would not have completed the transaction in the first place. AJ offered to authorize a partial refund of $49.99 (the value of the phone) if I would stop recording. I turned off my recorder and the sales clerk processed a partial refund of $53.36. This was one of the worst customer service experiences I have had. I had to resort to filming the interaction in order to get some of my money back. Sellers of goods and services must be held accountable when they seek to profit by taking advantage of a consumer's lack of information.
Product_Or_Service: LG /Harmony/55UNL
Account_Number:
Other (requires explanation) Refund of $65.68. Inform consumers of refund policies prior to purchase.
August 28, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that on August 14, 2017 she visited a Cricket Wireless store. She brought in a printout showing the Basic Plan for $40/mo and after Auto Pay credit the price advertised was $35. She purchased a phone, case and price plan for a total of $119.04. After leaving the store she realized she was charged for the wrong price plan. On August 17, 2017 she returned to the store and asked for a refund but the sales person told her that he was not authorized to approve the refund. She spoke to the store owner. He was very rude and advised that the refund policy was on the back of the receipt. She was offered a partial refund $53.36 for returning her device. She is asking for a refund of $65.68 for payment made for service and accessory.
We researched Ms. request and found that her account was canceled on August 16. Our records show that there was no usage of the network by Ms.. We submitted a refund request for the month of service not used.
We contacted Ms. and advised on the aforementioned. Mr. agreed with the refund offered.
We apologize to Ms. for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I came in to cricket XXXXX *** XXXXX.on 8/6/17 I walked into this cricket location as a new customer bought my two lines. Bought one new phone and received a free phone for one line. I paid 100 for the zte In around a week the phone started blacking out and freezing. I have two jobs so I could not make it back in the store until that Monday which was 8/13/17. The manager *** told me there was nothing that they could do that I had to buy a new phone I asked for someone higher then *** in which he says he was the manager so,*** then called *** the area manager and he said it's pass days he could not do anything but tell me to buy a new phone. I said it's only one day, then I called customer service and realized that the salesman who sold me the phone did not offer me insurence customer service says I should return to where I purchased it *** beings to tell me he cannot add it to the account,and he didn't offer the insurance because people never get it anyway.I Called customer care again and they say that a manager has to override it to do it. Call the location again 9/17/17 *** said he would call *** to call back I called a young lady answered she says *** would not be in til tomorrow I asked was *** going to add it. But she says she does not know what time he will come as u need to keep calling cause he never comes when he says. What kind of poor quality customer service does *** and *** provide
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would to use my 100 toward a phone that works. And get my protection added to my account. And an apology for all the hassle they put me through.
September 1, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mrs.. In this complaint, Mrs. states that she has been experiencing technical difficulties with her device. She also states that she has done multiple warranty claims and all the replacement devices are having similar issues.
We spoke with Mrs. on August 30, 2017 regarding this complaint. We informed Mrs. that we will make an exception for her, and replace her old device with a new, comparable device. We researched different devices with Mrs. and came to an amicable agreement on the replacement device. Mrs. was satisfied with the resolution provided to her and had no additional questions or concerns.
We apologize to Mrs. for any inconvenience she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mrs. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
My bill is due on the 17th of each month and I made my payment on 8/15/17. I went into the local store yesterday 8/17/17 and wanted to add an additional line to my account. I set up the new line and pre paid for it and left the store. This morning at 7 am my cell phone was suspended. I was immediately connected to customer care because the recording stated that I owed on my bill. I spoke with *** the floor manager and explained to her that I made my payment yesterday per the policy to pay for service before the phone is activated. I didn't have my receipt because I was headed to work and it was at home. *** stated that she couldn't unsuspended my line without the receipt number proving that I made my payment and that I needed to contact the store when they opened at 10am. I expressed that I needed my phone because this was an error on the stores end and asked her to open my line and confirm with the store at 10am that they received my payment. she said that she couldn't so I asked for a refund since I already paid for my first line service but my service was off and she said she couldn't do that either and hung up after I stated I was filing a complaint with the Revdex.com. I tried to call the store when they opened at 10am and the line rang busy so I called customer care and spoke with *** who tried to call the store and couldn't get an answer and advised me to go to the store in person. I stated that I was at work and I was missed important calls due to the inconvenience cause by their store and per the policy I cant activate a new line without pre paying so its clear I paid. she said pre policy she can't help without the receipt number and I had to go into the store and take care of it there.
Product_Or_Service: Apple //Unlimited Plan
Account_Number:
Other (requires explanation) I request that I receive a store credit for my next month bill of $67 on my line since I paid my bill in full 2 days before it was due but my phone was still suspended. I missed important calls from my attorney as well as the franklin county mediation department all due to an error in the local store. And my daughter is currently in summer camp and she can't get in contact with me.
August 29, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that she added an additional line on her account and made the initial payment for activation. The next day, her account was suspended due to non-payment. Ms. is requesting a store credit for the inconvenience.
We have attempted to contact Mr. via phone, but we were unsuccessful. For that reason we are unable to provide a resolution at this time. Our office hours are Monday through Friday 9am-6pm EST. Should Ms. like to discuss this issue further, please contact *** directly at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We apologize to Ms. for any inconvenience or poor service she felt she received. We thank Ms. for her communication and we hope to hear from her soon.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
Nobody has tried to reach out to me from Cricket and I called *** today and wasn't able to reach him.
(The consumer indicated he/she ACCEPTED the response from the business.)
August 31, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In the complaint, Ms. states that she added an additional line on her account and made the initial payment for activation. The next day, her account was suspended due to non-payment. Ms. is requesting a store credit for the inconvenience.
After contacting Ms., it was an error on the store's end that kept her out of service for a day. For the inconvenience, we have placed a courtesy credit on her account. Ms. is satisfied with the resolution. Should Ms. have any questions in the future, our direct contact has been provided.
We thank Ms. for her communication and we hope this properly addresses her concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
I had mobile hot spot 8 months and it only work for 2 weeks. They said I can't get a credit of $80.00. I'm thinking of looking elsewhere for new service. They couldn't help me with my problem. I been with cricket for a very long time. I've never complained about anything. Now I see how customer loyalty is treated. I was going to replace my phone again, but nevermind. I hope someone read this because people spend their money on a company to be pushed to the side. Thank you Cricket doing me like this. No more referral from me.***
Account_Number:
Other (requires explanation) I would rather have a bill credit
August 30, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. says he is not satisfied with his Hot Spot feature on his account, that he has had for over eight months. Mr. requests an $80 bill credit.
Mr. concern was thoroughly researched. It was found that on 11-2-2016, that Hot Spot was added to Mr. account. Subsequently after reviewing Mr. account notes, around 9 months later, on 8-17-2017 Mr. called in and reported a concern about his Hot Spot. He stated he wanted a credit in the amount of $80, because it did not work. Mr. was kindly advised that when a feature is not working this can be reported at his earliest convenience so that a technical ticket could've been opened to address his concern. The CARE agent provided a $10 credit to his bill on 8-17-2017.
We attempted to contact Mr. on multiple occasions via phone and email with intent to amicably resolve his complaint, but were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Ms. Smith would like additional assistance she can contact *** at ***
We value feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank for Mr. communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
***
/Cb
I switched from metro pcs to cricket June 17 2017 5 lines for $100 dollars traded in 4 phones and purchased the zte max pro. The zte max pro has been giving me problems: freezing,(on the camera, when making calls, when trying to open an app...) shutting down and not restarting for 20 - 30 minutes, showing text messages as not sent but they have been, showing text messages are sent but they haven't been. I went to the store and was told because its been more than seven days I have to contact 611 and go thru warranty service. I was told I can mail the phone to them and in 3-5 business days get a new one or deposit the amount of a new phone and they will send a new phone and refund the deposit after the old phone is received. My concern is I am a customer I should not have to not have a phone for 3-5 days plus I am a single father of 3 children under age 6 I need a phone in addition I care for my 77 year old mother who has dementia. when I asked that a phone be sent to a store and I swap out there I was told that I still need to leave deposit which to me was crazy since a store would be able to inspect phone for damage and I would swap out their. third call to 611 I was told to send only the phone remove the back cover and battery as they would just send the base of the phone. I didn't buy a refurbished phone 2 months ago I bought a new phone and need it replaced
Product_Or_Service: Other /zte max pro/dont Know
Account_Number:
Other (requires explanation) either send me a new phone to my residence or to the north hills store and activate it at no cost to me
August 27, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***
. In this complaint Mr. states that her ZTE grand Max pro is not working optimally. He states that the phone has an issue with the phone freezing, and various text messaging functions are not working optimally. Mr. states that he wants a new phone sent to his house or to the store.
In regards to replacement of a device, there are various options that Mr. has if he is within a year of purchasing a device, for replacement.
Once the device meets the requirements of the warranty exchange return policy (after the device is past the 7 day return period), there are several options for exchanging the device.
These options can be found online at:
*** and by calling ***.
We offer a free option as well as options that will provide an expedited replacement with payment of a security deposit. Although as a pre-paid company at Cricket we do not credit for a device that may not be working, we have applied a one-time $20 credit to her account as a courtesy.
If a customer meets the requirements of the warranty exchange return policy, there are several options for exchanging their device:
Advanced Exchange:
The customer will be shipped a new or reconditioned (like-new) replacement device before sending the defective device to the Cricket Returns Center
The customer can choose between 2-day delivery for a $10 shipping fee or next-day delivery for a $20 shipping fee
The customer will be charged a security deposit equal to the value of the device
A full refund of the security deposit will be applied to the customer's credit card within 5 business days once the customer has returned the defective device to the Cricket Returns Center, provided the device meets the warranty exchange return policy requirements
If the device does not meet the warranty exchange requirements, the security deposit will not be refunded and the defective device will be returned to the customer
Expedited Post Exchange:
The customer must send the defective device to the Cricket Returns Center before receiving a replacement device
If the return is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer
The customer can expect to receive the replacement device within 4 business days after shipping the defective device to the Cricket Returns Center
A $20 shipping fee will be charged to the customer for this option
Standard Post Exchange:
The customer must send the defective device to the Cricket Returns Center before receiving a replacement device
If the returned device is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer
The customer can expect to receive the replacement device within 5 business days after shipping the defective device to the Cricket Returns Center
This option is at no cost to the customer
Lastly, the device is generally covered by the manufacturer for one year after purchase, so Mr. can contact ZTE for technical expertise for further resolution, if he chooses.
Notwithstanding normal procedure a new device was sent to Mr., with tracking number *** ,and Mr. was instructed via telephone and email to return his old device with Return Authorization ( RA) ***.
We value feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
***
/Cb
I ordered a Sim card and the 30 dollar monthly plan on August 13th. They charged my account but never shipped my order. I received a notice from UPS that there was a label made, but they hadn't received a package. I've waited a total of 3 days, talked to probably 13 different people from Cricket on the phone, and have been transferred to multiple departments because they could not find my package. My previous plan with a different carrier has ended, so now I'm left without any cell phone service. I'm being held hostage because of a 10 dollar sim card they can't find, and won't send me another one. 40 dollars I've spent and I have nothing to show for it. The people on the phone basically accused me of lying even though I confirmed with UPS that Cricket had not sent them the package. Every time I tried to speak to a supervisor they would transfer me. I still don't know what I can do. I've never filed a complaint against anyone before, I've never been in trouble before or gotten anyone else in trouble. I'm a patient person, and I didn't curse one time while on the phone. Still I get ignored. This is the only step I know to take. When I asked to speak with someone from the warehouse or corporate, they said that would be impossible. Please hold them accountable.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to receive my package first of all, or at least a SIM card I can use. I'd also like an apology from someone in the corporate office because I've never been treated so poorly before. I could not have been more patient. I'm not asking for money or a new phone or anything like that. I just want to be treated with some respect.
August 28, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that on August 13, 2017 he ordered a SIM card and the $30 monthly plan. Mr. received a notice from UPS that a shipping label was created, but the package was never received. He contacted Cricket Wireless several times, and spoke with several people, but no one could find the package. Mr. is requesting that we send the SIM card Kit he ordered.
We researched Mr. request. We were not able to find any information on the online order in question. We also looked for an existing account under his name with no success. We called Mr. on August 24th, 26th, and 28th with no success. We also sent him an email requesting more information. We have yet to hear from Mr.. If Mr. still needs assistance please have him contact Emilio I at XXX-XXX-XXXX.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for her communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
the compayn refuses to refund for service, when the service is not offered in my area paid for month no aware that terms and conditions before purchas eather. made nurmas calls to coustomer service have copies of chat between me and rep. statements that say u well be refunded an then something diffrent other days. have reset phones and pinged the tower and tryed all they can. have just asked for full refund of 73.13 spent on service plan. they have put in a tick to have it resulved an still no change no text calls or data phone say service disconected. I also hav all chats in print out as well if needed to help. has the statement that well have full refund cuz of no service in ur area. no terms an conditons were made avaliable to me before the sale and didnt know that there was a no refund policy. or wouldnt have ever done the transaction.
Account_Number:
Other (requires explanation) all i want is my money back and an not too cricket to change there coverage are for falsifying that online an the store didnt tell me to review the terms an conditions at all at sale of plan and thats when they told me they cant refund my money. i found out after by coustemer service.
August 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states he purchased 2 new devices from a store location several miles from his home, and when he got home the phones and service wouldn't work. He states he called into our customer service department and was not provided any help. He also states he traveled back to the store where he purchased the phones and was advised there was no refunds for unused service. He is requesting a refund for the monthly service charge since he wasn't able to use the service.
We reviewed Mr. account and was able to determine there was no usage on the devices. We advised Mr. to return the devices back to the store where he received them and we would refund the monthly service charge. The store manager contacted us once the devices were returned and we issued a refund for the monthly service fees via check. We advised him that since it was being refunded by check it could take up to 7 business days for him to receive the check. He understood and was appreciative for our help.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thanked Mr. for his communication and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
My phone was stolen around the 5th of August now my bill cycle day is the 8th but cricket processed my payment on the 7th because I was set up with auto pay but they never state in writing or automated that they would do so. I called to not get any help from a few employees who then told me it would take 2-3 weeks before I could get my refund which also is never stated in any documentation nor have I ever been told that in previous situations. Now they get me mad when I ask to be transferred I get disconnected its now mid month and I was told I can't get a refund and hung up on time and time again because they know im very smart once I ask them to show me all the things they are telling me so please help stop this unprofessional behavior
Product_Or_Service: Other /ZTE t792/unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would simply like my refund from them and I will be switching service providers
August 29, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***. In the complaint, Mr. states he was set up on Auto Pay and did not receive any notification prior to his payment was processed on August 8, 2017.
As per Mr. request, we communicated with him via e-mail regarding his complaint. Mr. informed us that he hasn't recovered his stolen device as of August 29, 2017. Mr. agreed to our offer to place the stolen device on the national blacklist, and suspend his line. We also approved his request for a refund for the month of service.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because the employee that serviced me was very professional and handled my complaint in timly fashion
I have two lines one line the phone number is (XXX) XXX-XXXX which is *** (the main line), and the other number (XXX) XXX-XXXX was for my son. On July 31,2017 I called Cricket to have the (XXX) XXX-XXXX canceled and the line disconnected. I was told if I wanted to reactivated the line it would be a $15.00 reactivation fee. About 30 minutes later my son said he wanted to keep his same number. I called Cricket back to have my son's old number ported over to his new phone. As I'm chatting with the customer service rep., I was explaining to her what I wanted done, she said ok. Once I paid the $15.00 and sent her the confirmation number she chatted back and said there would be an additional charge of $40.00+ to reactive the plan and line. August 2, I had to pay an additional $54.70 to have my service restored, and on August 8 I wake up and my phone is suspended for $28.30 I called Cricket and was told that for the next six months I have to go to a brick and mortor to pay my bill. I did nothing wrong, I've been a loyal customer to this company, and if this way they treat customer it's so sad. I'm out of $69.70 because I cancelled a service in the process phase. The number (XXX) XXX-XXXX should have never in the equasion in the begining.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) 1-A refund of $83.002-Restore my automatic payment 3-An Apology is due4-Just restore my account back to it's original service date/payment/insurance
August 25, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he was not advised he had to pay additional monthly charges to have his 2nd line reactivated so he could port out to another service provider. Mr. states he was advised he only had to pay $15.00 restoral fee and after his services were suspended he had to pay an additional $83.00. He also states he's unable to make auto-payments, online payments and payments over the phone because his account has been restricted from credit card payments.
We contacted Mr. directly and he stated that he is now aware that he had to make the necessary payment to restore his second line. However, he was not happy that he wasn't advised initially, and that the lack of information caused his service to be suspended and additional fees. We applied a one-time courtesy credit to his account for the fees he incurred. We also advised Mr. that the $15.00 payment that he disputed with his financial institution was processed as a fraud claim and that card cannot be used with Cricket again. He stated he did not submit the claim as fraud. We did advise Mr. that he can use a different card to enroll in Auto-Pay or make credit card payments via phone and online.
We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
Called and talked with Cricket Wireless last Friday and were told that the unlimited plan included hot spot feature. I ordered two phones on that information and recieved the phones today. I activated both phones and found out that the hotspot was not included in the plan. I then requested to return the phones to them and cancel my plan and have my old phones reactivated to my old company because cricket services will not work for me. They told me that they will give us a partial refund because the phones are now used.
Product_Or_Service: LG /Harmony/Unlimited
Account_Number:
Other (requires explanation) I would like to return the phones and receive a full refund.
August 29, 2017
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states he ordered 2 devices on the unlimited monthly Cricket service plan with the understanding that he would be able to utilize the Mobile Hotspot feature. Upon receipt and activation of his devices, he was advised that the hotspot feature would not be included in the unlimited plan. Mr. would like to return the phones and receive a full refund.
Mr. had 7 days to return the equipment as part of Cricket Wireless' Return Policy. The details of this policy can be found at ***
On Saturday, August 19, 2017 Cricket Wireless Escalations Manager, *** spoke with Mr. and explained that he was on the 7th day of having received his device. *** conferenced him in with the warranty department that then proceeded to process a Return Authorization.
On August 28, 2017, *** called Mr. and Cricket's warehouse to verify the status of the Return Authorization. A refund of all charges was approved. Mr. may expect his funds to reflect with his banking institution within 7 - 10 business days.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree with what the business stated except for the fact I have not seen any funds returned to my account. May I add, MIS. *** was extremely polite and helpful. None of the other agents that I spoke to at Cricket mentioned the 7 day return policy.. They would place me or my wife on "ignore" several times through out the calls.
September 7, 2017
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to the response provided to Mr..
In the original complaint Cricket manager, *** explained she called Mr. and Cricket's warehouse to verify the status of the Return Authorization. A refund of all charges was approved. On that day, Mr. was advised to expect his funds to reflect in his banking institution within 7 - 10 business days.
On September 7, 2017, after receipt of the Revdex.com rebuttal, *** verified via a telephone conversation that Mr. has received all funds and that this complaint can be now considered closed.
We thank Mr. for his communication.
Regards,
Cricket Wireless
Customer Corporate Relations
Today I stopped at a Cricket Wireless store to ask questions about switching over to their company. Before I knew it, I was getting signed up, the sales clerk was a fast talker and made it sound all too good. When I got home, I went on-line to double check prices, as I had just bought 5 lines and the price seemed a little steep. I was charged $25/line for activation. I was NEVER offered the option of going on-line and getting free activation. I called the store right away and was told I would not get a refund for the activation fee and if I returned the phones and cancelled the lines, I would still be charged $125 for activation. I was also told that I, the consumer, should have known the store's policies and that it was not up to the store to let me know these policies. I feel I was duped as the store should have made me aware of such policies. I was also told I was given over $100 in discounts, no where on my receipt is this reflected. The Cricket store I visited is located at ***
Product_Or_Service: LG //Unlimited Talk & Text + Data Access
Account_Number:
Other (requires explanation) I would like to see a refund/credit in the amount of $125 for the so called activation fees.
August 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she stopped at a Cricket Wireless store and switched five lines from a different carrier to Cricket. When she got home she felt her invoice total was a little high. She doubled checked her store invoice and realized that she was charged a $25 activation fee per line. She was never offered the option of going online and getting free activation. She called the store and was told that there were no refunds for the activation fee even if she cancel all lines. She was also told that she was given $140 credit in discounts towards her purchase. The store invoice does not reflect any credits. She would like a credit in the amount of $125 for the activation fees she paid at the store.
Please note that all charges and fees are nonrefundable and subject to change at any time without notice. For more information visit ***
We contacted Ms. on August 21, 2017 and advised on the aforementioned. Ms. understood. She then mentioned that the store's sales advocate told her that she would be receiving a $140 credit towards her store purchase. When she reviewed her invoice, it did not reflect the credits that were promised. She also states that the sales advocate told her that she could return/exchange the devices at the same location and there would not be other fee. She then contacted the store and was told that if the devices were exchanged at the store, there would be an exchange fee. I explained that a fee may be applied when a device purchased at a Cricket store is returned damaged or without the original contents of the device packaging. She understood.
We contacted the store's District manager and an investigation was open with the Cricket Authorize retailer to further investigate the reason why Ms. was told she would be receiving $140 in credits towards her store invoice. The store Manager has been in contact with the customer and will investigate and provide store coaching if needed.
We apologize to Ms. for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
Ordered a upgraded device was told that I could change the location of the device but I couldn't and phone was lost or stolen from my previous address.
Product_Or_Service: Other //Unlimited text and talk
Account_Number:
Other (requires explanation) To be sent the phone I paid for
August 28, 2017
Revdex.com
Online Complaint
Re:***
Complaint ID:***
Dear Sir/Madam,
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by***. In the complaint, Mr. stated that he placed an order for an upgrade device and was told that he could change the delivery address after he placed the order. Mr. claims that he couldn't change the shipping address on the UPS site and the device was lost or stolen from the address that he originally requested the order to be delivered. Mr. claims that he received no assistance from either the store or our phone representatives for this matter. Mr. is requesting a full refund for the unused service.
We contacted Mr. on August 27, 2017 and explained that we delivered the device to the address that he originally designated as the shipping address. For this reason, we will not be able to issue a refund for the lost or stolen device or for unused services. Mr. was not satisfied with the explanation that was given to him.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
I was told I could change the address after the order was made but before it was shipped. I have a email from Cricket stating if I wanted to change the location for the package I could to a local UPS store or local ups access point.
On June 8th, I ordered a ZTE Blade Max from Cricket's website and it was to be shipped within a couple days. On June 10th I received a tracking number and on June 11th, when I got home from work, I checked the status of the shipment via the tracking number. According to UPS records, the package was left on my front porch around 11 am, but my package wasn't on my front porch. I called UPS to report the missing package. UPS confirmed the drop off with the local dispatch and the driver verified that the package was left on my front porch. UPS said that Cricket and UPS has a contract with each other and for that reason I could not file a claim for a missing package with UPS. UPS said I had to file the claim with Cricket so Cricket could file the claim with UPS. Cricket says I need to file a complaint with UPS, but I explain the procedure that was told to me from UPS and Cricket still tells me I'm wrong and it's not their responsibility, but that it's UPS's responsibility to make sure I receive the package. Cricket states that UPS should have asked for a signature and not had left the package on the porch. UPS states that a signature wasn't requested by Cricket, so no signature was needed and the package was left at the door. Cricket refuses to resolve this problem. I spoke with a supervisor with Cricket and he stated that I could file a claim with my bank to have the funds of the purchase pulled back into my account and at which point Cricket would put the phone on a blacklist. I have not done this due to the fact it seems either illegal or I don't believe the bank would do it. Also I don't understand that if this is my only option to get a refund, then why won't Cricket just refund the amount and put the phone on the blacklist?
Product_Or_Service: Other /ZTE Blade Max/Smart Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like Cricket to either reship the package along with making sure that they ask for a signature be required for delivery without any extra cost to myself or Cricket should refund my amount spent on the purchase of this phone to the form of payment I used when purchasing this phone.
August 24, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he did not receive his device delivery, although per the tracking number it was delivered. Mr. states he wants his order to re-ship or that he wants a refund for the costs of his original order.
Mr. was contacted by phone and it was confirmed via email that his original order would be re-shipped. Mr. was satisfied with this solution.
We value feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
***
*** XXXXX
I recently called cricket wireless because I received a $55 dollar credit and wanted to know more information about it. As the call continued I verified my phone number and my name with the customer service rep who was rude and seem to rush me off the phone. I stopped her because she said that the name on MY account was not my name. It was a completely different name and didn't sound no where near my name. I asked the rep if she had the correct account, she than restated my phone and asked isn't this my number ? I said yes that is but when I called in before no one has ever caught that my account had a different name . Each time I called I always verified my first and last name and no one ever stated that my name wasn't on the account . Then the rep insisted that I go to their place of service to show my ID so I can change it. But I asked how could of this happened when a previous supervisor had signed me up for their company over the phone because I was tranfering from my previous cellphone company *** And ensured me that everything was good . I then asked the representative if she can find me a supervisor to explain this to me because I work endless shift and have no time to do a walk in. This was not my mistake. The representative had an attitude and then place me on hold. I was on hold for an hour waiting for a supervisor and had to hang up after because I was going into work. This issue is very concerning, security wise. I have my debit card and all my other information besides my name.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want to contacted immediately to have this resolved and explained how this happened.
August 28, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr. states he received a credit to his account but wasn't sure why. He states he called into our customer support center and was advised his number belongs to someone else. He states he called to ask how this could happen and was advised there was no information they could share with him and that he needed to go into a Cricket Wireless location and provide identification so that they could assist him. He states he wants to be contacted immediately and wants an explanation as to how this happened.
We attempted to contact Mr. on several occasions to gather more information regarding the issues he was having so that we could do a bit of troubleshooting with him, but we were unsuccessful in speaking with him.
Should Mr. choose to contact me Chiquitta, I can be reached at XXX-XXX-XXXX and would be more than happy to further assist him in this matter.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We want to thank Mr. for his communication and look forward to hearing from him should he decide to further address his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
Cricket's cellphone service is terrible, I changed services within a few days, refund requested due to not providing services promised
On 8/8/2017 I activated me cell phone service with cricket wireless and was excited based on all the features and reliability it was suppose to have offered. Unfortunately, I quickly realized that the service was horrible and I can not even make a call out from outside my house 50% of the time. Furthermore, most of the time if I tried calling from inside the house all I got was an "emergency calls only" message. I take care of an elderly adult and cannot afford to have service which in 1990 was probably more advanced than modern day cricket. I was missing calls almost everywhere I went.
Immediately, on 8/9/2017 in the morning I contacted Cricket to discuss my issue and they "refreshed/boosted my line" but it was completely worthless. I was told to just try it out for a few more days. After missing an emergency call this weekend I ported my number out (after about 3.5 days of giving them a second chance) to another service which costed me just as much as the month of cricket I paid for and have no further issues. I don't feel its fair to lose $30 because Cricket has poor reliability issues.
Although I understand cricket does not offer refunds on their service I am asking for an exception since this was not a buyer remorse issue rather a lack of service issue of which I did contact Cricket about as soon as their customer service opened up the morning after I activated their service. The sad part about Cricket is that I live in Brooklyn, NY which is in middle of New York city and not in some place which would have service issues.
I really wanted Cricket wireless to work out and would have never expected such service issues, if the service would have been okay I would have stayed on for many years and would've highly recommended it, but unfortunately it didn't.
I respectfully request that you refund my $30 for the month of service that I prepaid but Cricket failed to provide adequate cell phone service.
August 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that he was experiencing very poor cell phone coverage after switching over to Cricket Wireless. He also states that he is asking Cricket Wireless to make an exception on the refund of the non-refundable service payment.
We contacted Mr. via telephone on August 9th, 2017. We informed Mr. that the cell tower near his residence is experiencing outage, which caused him to have poor cell phone coverage. We also educated him that coverage can be affected by terrain, weather, foliage, buildings, indoor use, signal strength, customer equipment and other factors. Due to this uncommon circumstance, we have provided Mr. a refund. He informed us that he is satisfied with this resolution.
We apologize to Mr. for any inconvenience he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Their payment policies are crooked.
The customer service is a joke.
on 8/04/2017 I used the service called "bridge pay" for my Bill, I paid 10.00 for a #40.00 bill and $5.00 charge to use the service, I was told I had 7 days to pay the 30.00 ballance, I paid on a Friday evening using the automated service because Tthey were closed. the following Saturday when I was to make my payment my service was disrupted, I went online and paid the remaining $30.00 and my service was restored, the next day my service was disrupted again, I called and was told I owed another 11.00 for charged and prorated service, I told them I would not pay another fee for bridge pay since I had already done so. and that they had disrupted my service after 6 days and a few hours, not 7 business days or even 7 working days. I asked for a phone number for their corporate office and they would not give it to me which speaks volumes to their integrity.
I want my service credited the extra 11.00 I had to pay to restore my service
August 25, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he enrolled in bridge-pay and he paid the 2nd payment on the due date and his services were interrupted the following day. Mr. is requesting a credit for the additional $11.00 payment he was required to pay in order to restore his service.
For customers who need a few more days to pay their monthly service charge, BridgePay gives them the flexibility to break their bill into two easy payments. There is a $5.00 BridgePay activation fee, plus the minimum payment due for each line on the customer's account. As per Cricket's BridgePay Policy if a customer does not make the second payment within seven days, their account will be suspended. The customer will be required to pay their full monthly total for the next month to restore your service, and their new Cricket Pay Date will be the day that they pay. ***
Our records indicate that Mr. enrolled in BridgePay August 5, 2017 by contacting Cricket Customer Support. At this time he was informed that he would need to make his second BridgePay payment in seven days, starting from the date that BridgePay was activated, therefore his due date was August 11, 2017. Mr. attempted to make his second BridgePay payment on August 12, 2017, after the due date. Therefore, Mr. was required to pay his full monthly total. The $30.00 payment that he initially made was not sufficient to keep his service active, and his services were suspended.
We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I ws told the bridge pay would be 7 days, not 6 days and 4 hours days which is when they are saying they expected payment from me.
The person who contacted me from Cricket, did NOTHING to resolve this.
I am a cricket authorized retailer that was forced out of my locations. I lost everything and my investment. THIS COMPANY IS GOING NO WHERE!!! THEY HAVE THE MOST BIGGEST LIARS IN THERE COMPANY. company has no motive and I strongly advise all customers to stay away from this brand. service is terrible and so is the customer service. save your money and go else where. this is an authorized retailer that is telling you this because I myself went out of business
purchased the cell phone on July 5, 2017, Cricket, *** (90 minutes from my house). Besides selling me a faulty phone, I was sold the wrong case for the phone, therefore, the flashlight does not work. But primarily, when I discovered no one could hear me on the phone, I had to use the speaker for anyone on the other line to hear me, I went to my local Cricket store (*** XXXXX) to get a replacement. I was rudely told, we don't deal in warranty, call the company. I did, and spent hours on the phone dealing with the Cricket company. Even though this phone was only a couple days in my possession, I had to send the phone, minus battery, sim card, and case, to somewhere. I also was suppose to do a factory reset, that is, remove all of the information, especially the calendar which I live by, from my phone. They were going to REPAIR the new phone, not REPLACE the new phone. I then, decided to call Samsung, the manufacturer of the phone. I was told that they would do nothing. And, that Cricket sells REFURBISHED phones. Possibly, I received a refurbished phone. The Cricket Co. sent me an email with inaccurate details on how to go to UPS to return the phone. Also, I was going to be without a phone for several days, therefore, I went to the local Cricket store again to reboot my old phone. I was also told, "we don't deal in warranty". According to the email I received, I was to go to UPS, the UPS representative would use the Return Authorization Number, inspect the device for damage, UPS will then return the phone to Cricket at no cost to me. The UPS store will provide all shipping material, quoted from the email. I contacted 2 UPS stores to return the phone to Cricket. Neither store knew what I was talking about even though they read the email from Cricket. I was not provided an address by Cricket to send the phone to, therefore, I could not even send the phone back at my expense. It was at that time, I decided to write to Revdex.com.
Product_Or_Service: Samsung /Galaxy Amp Prime/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want a fully new replacement phone, with the correct case, with one year warranty, paid by Cricket.No UPS involvement.No shipping.No stripping the phone of contents. No factory reset.Both Cricket offices to get customer service training.I want a fully new replacement phone, with the correct case, the correct screen protector, and with one year warranty, paid by Cricket.7 monthly warranty fee X 12 months = $84.00Cost of my purchase at the Las Vegas Cricket store = $155.61Total $239.61
August 25, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states she purchased a device and went to return the device due to a defect within the 7 day period. Ms. was denied for a replacement and was told to go through warranty. Ms. is requesting a new device, new case and a full year of Cricket Protect.
We contacted Ms. on 8/25 via phone. Ms. stated she received a refurbished device already. For the inconvenience, we have placed a credit on her account. We will further investigate the interactions with the store to ensure they are following Cricket Wireless practices.
We apologize to Ms. for any inconvenience or poor service she felt she received. We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
I have to accept their offer of a credit for one month because they refused to do anything else. I do want the company to be known as a poor customer service company. The company sells refurbished products as new. If there is a problem with an item you just bought, they will not replace it. This is an inferior company. The staff at the Las Vegas store was poorly trained. The staff at the Bullhead City store is rude and incompetent. This company is inferior.
Sincerely
We bought a Samsung Amp phone in May of this year and the phone already stop working. When I called in to get the phone replaced under the warranty, they would not change the phone because the phone has a scratch on it. I explained to them that the scratch has nothing to do with the fact that we received a defective phone. They hung up on me, I spoke with a *** We just want cricket wireless to be fair and replace there defective phone.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Replace defective phone.
August 28, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In the complaint, Ms. explains that she purchased a Samsung Amp device in May 2017 and it no longer works. She states that the Warranty department advised her that there was a scratch on the device. Ms. feels that the scratch did not cause the damage and she is requesting that Cricket Wireless replace her device.
Per our Terms and Conditions located at: https://www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html. Damage to the device is not covered under warranty. Cricket understands that a customer's device is an important part of their lives. To protect their investment Cricket provides options. The Cricket Protect option which if purchased, protects the device from loss, theft or damage including water or physical damage. There would be an insurance claim process and a deductible if the customer would choose that route. Ms. did not choose that option.
On August 28, 2017, Cricket escalation manager *** spoke with Ms.. As a loyal and a long time Cricket customer we are working with Ms. to find a resolution.
We thank Ms. for her communication.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324