Complaints
Customer Complaints Summary
- 106 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/13/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 15 2025 I purchased a galaxy oh9ne for $311.38 from Quality One Phone website. The phone is defective. The wifi service keeps disconnecting and the phone freezes. I reached out to Quality One Phone at ************ numerous times and left massege. Never returned my call. I would like to get my money back from this bogus company.Business Response
Date: 06/16/2025
The warranty on the device is through ******* directly. A request would need to be submitted at *************************************************; 1-800-SAMSUNGCustomer Answer
Date: 06/16/2025
Complaint: 23466072
I am rejecting this response because:
I called ******* and they said warranty only covers if phone is damaged. I spent over $300 for a defective phone and can not get any help. I DEMAND A REFUND and I will send back the product.
Sincerely,
******* ********Business Response
Date: 06/16/2025
The buyer's remorse return period is 7 days from receipt. The 1 Year Warranty for defects is covered by ******* directly.Customer Answer
Date: 06/16/2025
Complaint: 23466072
I am rejecting this response because:
I am getting the run around and it's so obvious. Juts give me my refund
Sincerely,
******* ********Initial Complaint
Date:06/02/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Returned damaged phone and was delivered to them 05/12/2025,have emailed number of times even called no response even assurance wireless have called they do not pick up phone or answer emails want to know when they are going refund my money back on my card that i paid for the phone if you can please help would appreciate it, it is now June and still waiting not understanding why it is pending when they got the phone back and was left with an individual did not want to complain but this very aggravating and stressful they took my money and i have no phone which i need asap,please if you can get this resolved Not good customer serviceBusiness Response
Date: 06/03/2025
The order was refunded on 6/3/2025Customer Answer
Date: 06/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
Date:05/07/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good Afternoon, I don't remember how long ago I requested free phone service with Assurance Wireless. The phone stopped working well so I was advised to go to Quality One and order a phone. I ordered a ******** Moto g play 2024. Unfortunately, it stopped working properly, and did razy things, including not being able to access apps and an app blocking my screen. I asked Assurance to transfer my service back to the free phone, which believe it or not, worked better than the $119 ********. I am totally unable to reach Quality One eith by phone or their website, for at least three weeks. They never return calls, don't answer the hone, and no one is ever helping on the website. I've left 2 messages 2 weeks ago with no response. I want a refund since I do not want to deal with a company I can't reach and that never responds. Please help. The last *** I spoke to at Assurance would not give me the address to return the phone. I would like a refund of $119 plus whatever other fees I paid for tax, warranty, which is supposed to be one year, and charger and SIM card. They charge for everything. Additionally, their customer service is terrible. Thank youBusiness Response
Date: 05/21/2025
BusinessMost Recent MessageDate Sent: 5/21/2025 1:29:16 PM
The warranty on the device is through ******** directly. A request would need to be submitted at ***********************************************************Customer Answer
Date: 05/24/2025
Complaint: 23299960
I am not totally rejecting this response because: I need the receipt because somehow I misplaced my copy.I'm asking BBB request this for me because they Quality One has not answered or returned my call, neither hav e they responded to my online messages for o ver a month. So the only way to get the info I need is for your agency to request it. Please also ask for info on how to contact *********
Quality One website states that there is a 1 year warranty on this phone but does not inform us who to contact.
I hope I don't have to wait another month for a response from this company. I am very frustrated with this phone and with their service.
Thank you very much for your help.
Sincerely,
******* ******Business Response
Date: 05/27/2025
BusinessMost Recent MessageDate Sent: 5/27/2025 1:00:38 PM
The warranty on the device is through ******** directly. A request would need to be submitted at ***********************************************************Customer Answer
Date: 05/27/2025
Complaint: 23299960
I am rejecting this response because: the company provided the same info as before but without the receipt or bill of sale that i requested. As I stated in my last correspondence, I have lost or misplaced the receipt and every company requires that.PLEASE PROVIDE ME THE REQUESTED RECEIPT OR OTHER PROOF OF PURCHASE AND PRICE.
tHANK YOU
Sincerely,
******* ******Business Response
Date: 05/27/2025
BusinessMost Recent MessageDate Sent: 5/27/2025 4:26:22 PM
The receipt was emailed to youCustomer Answer
Date: 05/30/2025
Complaint: 23299960
I am rejecting this response because: in previous message throughBBB, I requested a proof of purchase from Quality One before I contact Motorola. ************* requires thisI have not received a response to that request. Quality One does not answer the phone, does not return calls and no one is on the website to help, neither do they respond by email. I have no way of getting what I need except through a thirdd party, in this case BBB.
Please help. Thank you,
Sincerely,
******* ******Business Response
Date: 06/02/2025
Proof of purchase attached.Customer Answer
Date: 06/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:04/24/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new phone for the total amount of $96 8 days ago. Their website states all orders are processed and shipped within 3 business days. My order is still listed as processing. I've sent multiple emails with no response. I've called multiple times with no response. I can't even reach a agent to speak to, I get sent to a voicemail. They say they reply to all responses within 48 hours that is a lie. I've gotten no response. Everything about this business is disgraceful and false advertising. I want my phoneBusiness Response
Date: 05/09/2025
This order was cancelled and refunded.Business Response
Date: 05/21/2025
This order was cancelled and refunded.Initial Complaint
Date:04/20/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a purchase for a 128GB ******* Galaxy A15 5g but the storage was 64GB. I'd like to get the correct device or a refund. I made multiple efforts to contact Quality One but received no response. All relavent information are in the provided documents.Business Response
Date: 05/09/2025
The cusotmer was already refunded for this purchase.Business Response
Date: 05/12/2025
BusinessMost Recent MessageDate Sent: 5/9/2025 2:42:50 PM
The cusotmer was already refunded for this purchase.Business Response
Date: 05/21/2025
The customer returned the device and was refunded on 5/8/2025.Initial Complaint
Date:04/10/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a ******* Galaxy A03s phone on 3/11/25 . On 3/12/25, I cancelled order thru text . I tried to call on 3/12/25 but only got a recording to leave a message. I received the phone on 3/19/25. I'm trying to send the phone back but I need an RMA NUMBER TO PUT IN THE PACKAGE AND I DON'T HAVE AN ADDRESS TO MAIL IT BACK TO. I WOULD LIKE THE REFUND TO GO TO MY DEBIT CARD NUMBER. I WOULD LIKE A REPRESENTATIVE FROM THE COMPANY TO CALL ME BACK ************. .Business Response
Date: 04/22/2025
Here is the return label *********************************************************************************************************************Initial Complaint
Date:03/12/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted the company several times being on hold always with no one ever answering the phone. I have left my name and number several times, please. It would be kind of someone would give me a call and send me an email from the company, please. Thank you.Business Response
Date: 04/22/2025
What is the customer question here?Initial Complaint
Date:03/06/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello - On January 27 I ordered a new phone from Shop Q1 because I have an Assurance Wireless plan (since 2015). My current phone is no longer supported by ******* and has problems. When I received a message that my phone had been delivered by **** I went right downstairs to our locked lobby with mailboxes for all 15 units in the building where I live. There was no deliver for me or for anyone else. There was no mail truck in sight. As this has happened before to me and others sometimes it shows up a few days later. For some reason the mail person marks it delivered early. but this time it never showed up. I immediately filed a missing mail search and **** said it was delivered but no proof such as a photo. So on Feb. 6 I called Assurance Wireless and the person I spoke to said no problem, we will send another phone via *** so there will be a photo. To date this phone has not showed up. Just about every day in the month of February I attempted to call ****** but they never answer. Leaving a message never results in a call back. I did get through to Assurance Wireless, their partner but they said sorry, we can't get through either. Just keep calling, emailing, I got through to them multiple times and was promised that I'd get put through to a supervisor but the calls never went through and eventually got dropped. It seems like ****** would have insured this phone and could provide me with either another phone or refund my money. If they are going to send another one, seems they could send in *** where a photo is taken on the package having been delivered. I am out ******, the phone is nowhere to be found, and it cannot be resolved with them because they cannot be contacted. Actually once I emailed ShopQ1 with a long explanation such as this one and all I got back was a tracking number. They would not reply to any more of the follow up emails. I do have screenshots of these emails if you would like them but there are many. I hope you can help resolve this issue.Business Response
Date: 04/22/2025
The customer would need to return the device in order to be refunded. *********************************************************************************************************************Customer Answer
Date: 04/22/2025
Complaint: 23030760
I am rejecting this response because: The phone was not delivered after I paid for it and the company refused to either send me another phone or refund my money.
Sincerely,
******** *****Business Response
Date: 05/12/2025
BusinessMost Recent MessageDate Sent: 5/9/2025 2:40:51 PM********************************************************************************
Your item was delivered in or at the mailbox at 4:08 pm on February 3, 2025 in ***********************
Customer Answer
Date: 05/21/2025
Complaint: 23030760
I am rejecting this response because:ConsumerMost Recent MessageDate Sent: 4/22/2025 10:47:58 PM
Complaint: 23030760
I am rejecting this response because: The phone was not delivered after I paid for it and the company refused to either send me another phone or refund my money.
Sincerely,
******** *****
Sincerely,
******** *****Business Response
Date: 05/27/2025
********************************************************************************
Your item was delivered in or at the mailbox at 4:08 pm on February 3, 2025 in ***********************
Customer Answer
Date: 05/27/2025
Complaint: 23030760
I am rejecting this response because:There was no package at or near the mailbox or my front door. Someone messed up here and it wasn't me. I'm just out ****** and never intend to do business with this company again.
I have many customers who I send products to and if they ever said that they didn't receive a product and the box was insured I would either refund their money or make their order again. Most people are honest but this company doesn't work that way. They assume I am lying but I'm just a senior who lives on a fixed income and would like what I pay for.
Fortunately, my credit card company believes me and credited the amount to my account. I don't think that they should have taken the hit but they did and I am grateful. Even they tried to resolve this situation with Quality One and couldn't. I would have liked for Quality One to step so I could return ************* money but I can see that isn't going to happen.
I'm a long time customer of Assurance ********************** and have bought several phones directly from them before they partnered with Quality One. They never had a problem with me and it should be in the record that I have been an honest customer. ********************** One stinks.
Sincerely,
******** *****Initial Complaint
Date:02/03/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a G53 BLU Smartphone, order number ASW63362, September 10, 2024, from ****** online. *********************** Item #N-1- BLU-G0850UU-CP-BK BLU G53 - Black, New The Custom Build Version #:BLU G0851 V13.0.04.13 Generic 23-09-2024 09:50 Status #:IMEI1:*************** We contacted the Shopq1 customer care team, along with, the mfg Blu Smartphone. Each technician conducted extensive troubleshooting techniques, as well as, exhausted all options, regarding--speaker device nonfunctional -phone volume nonfunctional -phone flashes consistently -difficulty in hearing conversations -callers indicate status on line The mfg stated we should go back to Shopq1 and request the phone be replaced, since these have been ongoing complications from the beginning. Would you advise us? You have been a tremendous help to us in the past. Thank you. ***Business Response
Date: 02/04/2025
The customer can use this label to return the device *********************************************************************************************************************Customer Answer
Date: 02/04/2025
Complaint: 22894067
I am rejecting this response because:It is imperative that we have access to our cellular phone. Consequently, we are requesting that a new phone be sent to us, and immediately upon the delivery of the device, we will return the defective one. Due to the circumstances, if the above is honored, would you send the package via **** Mail? The other carriers do not have entry to our complex. Also, would you provide the tracking number, so we can follow the shipment? In addition, Assurance Wireless has not been our provider for quite some time, which is why we purchased our item directly on line from ShopQ1, after researching the quality of your product. Please advise. Wms
Sincerely,
W ********Business Response
Date: 02/04/2025
We do not offer replacements. You would need to return the defective device for refund.Customer Answer
Date: 02/05/2025
Will we receive our full refund?
Will the return packaging and label be provided?
Would you advise us?
Thank you. Wms
Customer Answer
Date: 02/05/2025
Complaint: 22894067
I am rejecting this response because:For clarification reasons, since your company does not offer replacements, and we would have to return the defective device for a refund, will we receive our full refund of $92.01?
Also, as a business courtesy, (due to prolong complications), will your company be providing the return packaging and return label?
Please advise.
Sincerely,
W ********Business Response
Date: 02/06/2025
Yes, it is a full refund.Customer Answer
Date: 02/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.We appreciate your business acumen, and your willingness to resolve this circumstance.
Would you advise us, the next steps towards closure. Will we be receiving return packaging, and a return label? How will our refund of $92.01 occur?
Again, thank you, for your time, effort, and assistance.
Sincerely,
W ********Initial Complaint
Date:01/22/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Assurance Wireless website shop link directed me to the Quality One Wireless Shop site. I purchased an iPhone 12 on 1/13/2025 Received on 1/17/2025 evening after business hours. 1/18/2025 I called assurance wireless to activate my iphone 12 that i received from Quality One Wireless. Assurance Wireless told me that this phone is not compatible with the Assurance Wireless network for activation. I spoke to more than 8 customer service ****************** They informed me to contact Quality One Wireless. to return the phone or ask for an exchange for the same Iphone 12. I went on to their Q1 website to get a RMA #Number in order to return/exchange the phone. I was redirected to a blank page. I tried to reach **** times by phone to Q1 but never got a response, a message asking to leave a detailed message which I did more than once during business hours and after hours. Also emailed as well left messages on their support chat. After several tries, I still was not able to get any response. I am requesting the BBB to help me recover my money or Exchange for another Iphone 12. This experience has been the worst ever. I feel like I'm left with an unusable phone and a large amount of money lost.Business Response
Date: 01/23/2025
Any active SIM from any carrier will work with the device. The customer would need to return the product in order to be refunded. The return label can be found here: *********************************************************************************************************************Customer Answer
Date: 02/02/2025
Thank you BBB for helping me. I received the refund from Quality One Wireless LLC. Thank you.
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