The Wireless Experience of NJ Inc.

The issue was created by a flaw in the billing system when the entire purchase is not returned but only one item when a discount coupon is used not  allowing returned item to receive a full refund.Mike used poor judgment by not calling the corporate office and involving me as I...

would have advised Mike to give the customer $10.00 in cash and short the drawer while the back office figured out the problem.Since this has come to my attention the issue will not happen again.  Our folks now know to return the entire invoice and rebill the items not returned giving the customer a full credit.  A check in the amount of $10.00 will be issued Friday January 2, 2015 to [redacted]  Mike will be coached and counseled to adhere to The Wireless Experience's mission and values by satisfying the customer 100% of the time and not making up stories when problem he does not know how to correct.  I sincerely apologize to [redacted] for the inexcusable experience.  I know it is a difficult ask but i[redacted] has any wireless needs in the future, she can visit any TWE store and mention my name Bob C[redacted] and the rep will contact me to apply a $50.00 discount to any purchase.  Again I apologize and she may contact me @[redacted] if I can be of any further assistance.

Review: On 8/26/14 I purchased 2 [redacted] Box Commuter cases for an I phone 5S and a universal car charger. The Car charger was defective and did not work. I took the defective merchandise back to the store I purchased it from and requested a refund. I did this witin the 14 day return/ refund policy. As the sales rep tried to refunt the item, he experienced difficulties because the item was part of a bundle that the sales rep who sold it to me offered at that time. My receipt states the item was purchased at a discount price of $20, however the refunsd was only for $5.31. I didn't accept the offered refund and asked that a manger look into this and call me. I returned to the store 3 times over the nextr 6 weeks trying to get the refund. in the meantime BOTH of the Commuter Cases broke. At the time of purchase, I was told the cases had a 1 year waranty and could be returned if anything happened to them within that time. When I tried to exchange them, I was directed to drive to a different store to make the exchange. When I arrived at that store, I was sent away and directed back to the store I purchased them from. So, at this point, on 8/26/14 I purchased $68.90 worth of mercandise that is garbage and received no cooperation for refund or exchange from anyone at the store. I feel like I was misled on the products and taken advantage of. My initial intention for going into the store was to have sim cards switched between 2 phones. I didn't intend to purchase anything. The sales rep sold me 2 accesories and now I cannot get compensated for any of them being defective. I have called and asked to speak with corperate and they have no one to refer me to. they could not give me the contact inforation of the general manager. I had to google the complany and even then I had no luck reaching anyone. I would like a refund and I will NOT go into that store again.Desired Settlement: The invoice # [redacted] --- which I would like a full refund for. I paid for this with my debit card and I will be happy if the same card is credited or if a check is mailed. the total purchases were $ 68.90

Business

Response:

The customer [redacted]'s statement is accurate. Unfortunately, the Pottsville Store was a recent acquisition and the Manager and employees are becoming familiar with our Point of Sale system. They failed to deliver on our company's core values providing an outstanding customer experience by not reaching out to our District Manger to solve the problem. I reached out to [redacted] and am unable to reach her. I will try again this evening. I have returned the invoice and a check is in the mail today for the full purchase price. The check was mailed as we would need her to visit the store to credit her debit card and she made it clear she did not wish to revisit the store. I will advise her she is welcome to keep the product and go on line to have the product exchanged by [redacted] Box who do provide a one year warranty. If I can be of any further assistance, please feel free to contact me.

Review: On 9/12/2014, I preordered an iPhone 6, and put down a cash deposit of $106.00 to reserve the phone at The Wireless Experience in Center Valley, PA; I was 1st on the list of preorders. After 2 1/2 months of not receiving the phone, I canceled my preorder on 12/1/2014, and requested a refund from the manager. I was told that since my preorder deposit was in cash, that the refund would be issued via corporate check from The Wireless Experience, and it could take up to 20 business days to arrive.

The 20 business day time frame has passed, and when speaking to an associate at the store in person on 1/10/14, I was told that refunds were issued by [redacted], not The Wireless Experience, which was not true, and which conflicted with what the manager at The Wireless Experience had told me when I initially canceled my pre-order, as well as conflicted with what was stated on my receipt. I called [redacted] and outlined my situation, and they confirmed that The Wireless Experience needed to handle the refund.

I returned to The Wireless Experience on 1/10/14 and spoke to the same associate as earlier in the day, who then acknowledged that the refund needed to be handled by The Wireless Experience, but that his manager had to be the one to handle it. I was given contact information for the manager, who is the same person I canceled my pre-order with. I wrote a detailed email to the manager after calls went unanswered, and I have received no response.

In summary, I pre-ordered an iPhone 6 on 9/12/14, putting down $106.00 in cash to reserve the phone, and it was guaranteed for pick up on 10/1/14. By 12/1/14, it had not arrived, and I requested a refund. I was told it could take up to 20 days for the refund via corporate check from The Wireless Experience to arrive, but that it would probably be sooner than that. As of 1/12/15, I have still not received my refund, and I have not received a response from the manager of the Center Valley store.Desired Settlement: I am seeking a return of my $106.00 deposit, which was supposed to be issued to me, but which I have not received.

Business

Response:

A check #[redacted] has been mailed today in the amount of $106.00 to [redacted] with my apologies for TWE's employees dropping the ball. The original Manager, [redacted] had dealings with, is no longer with the company. The Manager should not have guaranteed by date delivery of an Iphone as each Apple launch, phones are on strict allocation caused by demand. By no means am I condoning the behavior our representative afforded [redacted]. Our representative should have stepped up and taken ownership resolving his issue in December 2014. TWE's mission is to deliver a extraordinary customer experience 100% of the time. As a company, we failed [redacted] miserably. Again, I apologize to [redacted] for his poor experience and if I can be of any assistance to him in the future please have him feel free to contact me personally. Bob C[redacted], TWE Director of Sales, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I purchased a new S5 and Otterbox and updated my service plan on 11/15/2014 at the Montage Mountain location. The phone was faulty and didn't work correctly and I returned the phone and Otterbox to the Shavertown location on 11/22/2014. I exchanged the phone for a new one (same model) and exchanged the Otterbox for a cheaper one ($15.00 difference) and they gave me a stylus, stating it was free and came with my purchase. When they tried to issue me a refund, they had to send a check because my bank card had since been replaced. The total refund amount was $5.30. After completing the paperwork, I asked Keith why the refund was short $10.00. He explained something about a coupon but could not explain why I was short $10.00. After he and another employee looked over my account, they said not to worry about it and they would have Bridget come in and update it to $15.30 and they needed her to override the system because they didn't have authority.

I just received a check for $5.30 and when I called the Shavertown location I spoke with Mike who said that Bridget was not available and he would call me back. After a while, I called back and spoke with Mike and he said he checked with another manager at another store and the refund is right and it has something to do with receiving a stylus. Keith never said anything to me when he gave me the stylus and it is of no use to me. I have no tablet and no need for it. He just stated it came with my purchase. I want my additional $10.00 refund.Desired Settlement: I would like my refund of $10.00 and an apology. The faulty products and incompetence of your employees has taken up enough of my time. I will be filing a complaint with [redacted] as well, explaining that I would never renew my contract after dealing with your company and it is a tragedy that you are in any way affiliated with an otherwise reliable company.

Business

Response:

The issue was created by a flaw in the billing system when the entire purchase is not returned but only one item when a discount coupon is used not allowing returned item to receive a full refund.Mike used poor judgment by not calling the corporate office and involving me as I would have advised Mike to give the customer $10.00 in cash and short the drawer while the back office figured out the problem.Since this has come to my attention the issue will not happen again. Our folks now know to return the entire invoice and rebill the items not returned giving the customer a full credit. A check in the amount of $10.00 will be issued Friday January 2, 2015 to [redacted], [redacted] Mike will be coached and counseled to adhere to The Wireless Experience's mission and values by satisfying the customer 100% of the time and not making up stories when problem he does not know how to correct. I sincerely apologize to [redacted] for the inexcusable experience. I know it is a difficult ask but i[redacted] has any wireless needs in the future, she can visit any TWE store and mention my name Bob C[redacted] and the rep will contact me to apply a $50.00 discount to any purchase. Again I apologize and she may contact me @[redacted] if I can be of any further assistance.