Complaints

The 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:10/16/2023

  Type:Product Issues
  Status:

  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.

  Spent all day (4-5 hrs) on 10/15/23 trying to get Nokia G-100 phone to work -( 4-5 techs tried. ) Then the techs checked the sim card numbers and said that the sim cards were NOT VALID. We ordered the phone along with 3mo of service on 10/11/23 around 4:35pm through a tech named Kyle. The phone arrived on 10/14/23. Today 10/16/23 we sent the phone back to **** Mobile **** ********* ****** ******** ** ***** **** ******** ******* **** **** **** **** **** **  Have requested a refund through the **************

  Business Response

  Date: 11/13/2023

  , Upon reviewing the order we have confirmed a full refund was submitted on our end on November 9, 2023.

  Customer Answer

  Date: 11/13/2023

  
  
  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.  The **** ******** return department was great and the refund is most appreciated.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  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.

  I got a REVVL 5G phone. No audio. I've been trying to go between them and assurance wireless. They said at one point they would accept the return and send replacement. However, I had to call again and get the address and I also emailed. I asked for a label in the email, no response. This been going on all summer. I don't need this because I have enough to keep up with as it is. I want to get this worked out before it's too late. I wanna send the phone back and get a properly working replacement. This is roundabout$150 to upgrade to a more suitable device.

  Business Response

  Date: 10/19/2023

  Upon reviewing the order we have confirmed that an *** was requested on June 28th, 2023, to return the phone due to an issue with the speaker and/or mic. The *** was authorized the same day; however, the device has not been received at our facility. Per the *** instructions, the device needs to be returned to the address below. 
  
  Quality One Wireless
  ****************************************************************
  
  The assigned ***# for this order is ***# ***. 
  
  Once the device is shipped back to **, we will need the tracking number to the returned package. A full refund will be issued once the return is received and processed. 
  
  At this time, we are no longer offering replacements. If you wish to get another device a new order will need to be submitted. 

  Customer Answer

  Date: 10/19/2023

   
  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.
  Im sorry but when I reached out via phone, no answer.  That was my concern. I was eventually able to get the address. I have tracking number:

  9500 **** **** **** **** 43

  There is one thing. I don't have the box or instructions, as the website seemed to say was required. I would like to politely request to not be charged for that. I have included charger and USB cable that came with it. If any concerns please email directly. ************************* Thanks
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20699575
  
  I am rejecting this response because:

   

  Re: request number ****** This is on the warranty claim on a defective phone. I've not received my replacement or heard back from the company following multiple attempts. I had trouble getting the address to return the phone. When I finally got the address I sent it back and now I've not heard anything. I want my replacement phone. I paid $150+/-

   

   

   Sincerely,
  
  *****************************

  Business Response

  Date: 12/27/2023

  We have carefully reviewed the order and we have confirmed this order was indeed delivered back to our facility. A full refund in the amount of $162.93 was successfully submitted on our end on November 10, ******************************** ****.

  Customer Answer

  Date: 01/04/2024

   
  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.  Thank y'all so much 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  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.

  Bought a phone through this sorry company on September 3 2023. Order # ********** The carrier is Assurance Wireless. The phone can't be activated plus it's a piece of junk. This seems like a common story.
  
  I want my money back Pronto. It looks to me like they try to run out the clock for returns so this needs to happen ASAP.

  Business Response

  Date: 09/21/2023

  Upon reviewing the order we have confirmed that this device has a one year warranty which is valid until September 2024. We have also confirmed that an RMA request was never submitted to return this device back to us. We have submitted an RMA request on the customer's behalf. The device will need to be shipped back to the address below under the RMA# ****
  
  Quality One Wireless
  7651 Southland Blvd.
  Orlando, FL 32809

  Business Response

  Date: 10/03/2023

  Per the return policy, all returns can take up to 15 business days to be completed. All returns are processed in the order they are received. We have confirmed that this return is currently being processed by the RMA Department and once it is completed, a confirmation will be sent via email.

  Customer Answer

  Date: 10/03/2023

  They haven't given my money back yet and you close the case? **** The BBB is a joke. 

  What a waste of time and a farse!

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  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.

  I bought a Samsung Galaxy phone on or about August 18 2023. the phone they sent me is a counterfeit. according to SAMSUNG and the IMEI number does not exist. I cannot activate this phone under any carrier .
  
  i have spent the last 7 days trying to contact this company i thought I was buying a phone from my wireless provider and I was scammed . i want to return it for a refund but this company keeps dodging me because it's a scam website ..
  
  I have included the confirmation i received from Samsung directly that says this phone is completely non operational due to the IMEI number being invalid

  Business Response

  Date: 09/21/2023

  An RMA request was submitted back on Aug. 25th and was authorized on Aug. 27th to return the device back to our facility for a full refund. If the device has already been shipped back please provide me with the tracking number to the returned package. If the device has not yet been shipped back, it will need to be shipped back to the address below.
  
  Quality One Wireless
  7651 Southland Blvd.
  Orlando, FL 32809
  

  Customer Answer

  Date: 09/27/2023

   
  
  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.

   

  i have sent it back and I have received a satisfactory settlement in this matter . thank you 
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising Issues
  Status:

  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.

  Order #********* (August 7, 2023) was placed for a Jaguar phone with the attached specs advertised 3GB RAM 32 Memory ***********************************************************/ (see specs). What I rec'd was 2GB RAM 16 memory. BAIT AND SWITCH! I filled out an RMA, no reply. I called them and left message, no call back. I want total refund PLUS if I have to return it I want return shipping paid. They also need to change their webpage description as it is NOT ACCURATE! Again, total refund plus any shipping I need to pay. And ASAP. Please note Pic 1 is what is advertised at above site and pic 2 is actually what I got.

  Business Response

  Date: 08/24/2023

  I have reviewed the order and I have confirmed that an RMA was requested by the customer on 8/10/23. The RMA request was authorized on 8/11/23 and an email was sent with the RMA instructions. The device must be shipped back to the address below and we will be issuing a full refund once the return is processed.
  
  Shop.AccessWireless.com
  7651 Southland Blvd.
  Orlando, FL 32809
  
  Please be sure to add the RMA# 627 on the package where it is visible.

  Business Response

  Date: 09/07/2023

  We cannot refund the S&H to our facility. We can only issue a refund for the order itself and any payment which was made directly to us for an order, which this order has been fully refunded. At this time, we would not owe anything further. I do apologize for the misunderstanding.

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There is absolutely no reason why I should have to pay shipping back to the facility especially in lieu of the fact that this company sent me a phone that wasn't what described on their website and they've made no effort to change the website.

  Until $6.40 is paid to me I will not close this claim. It would be one thing if I received the item that I ordered but no... they absolutely pulled a bait and switch and there is no question they owe me this money. Shame on them for taking advantage of low income individuals and trying to scam them!

  I have contacted my phone company which unfortunately uses ******* *** and pointed out this information to Gail at Access Wireless. 

  If this claim is to be closed to my satisfaction then the $6.40 needs to be paid. Though it is my sincere hope that the Better Business Bureau can help, I will continue to pursue this complaint by any and every means necessary until this is paid, even if that means going to other agencies.

  
  
  
  ****** ******

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  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.

  In early July of 2023, I attempted to use my phone (that I paid for) to make a phone call. The call didn't go through. I read the owner's manual to try to fix the phone but was unsuccessful. My service is through ******** which Quality One Wireless handles the customer service and tech support. I called and was put on hold, and then I spoke to two CSR's. The 2nd CSR was able to fix the phone. For a couple of weeks, the phone worked fine. Then on 7/31/23, I was unable to make any phone calls again. The same problem reoccurred. I called customer service again and placed on hold. The first CSR was not able to fix my phone, so while I was being transferred to another representative, I was hung up on. Then I called again and was placed on hold. The 2nd CSR was not able to fix the phone, so I was transferred to a supervisor. He was also unable to fix my phone either and hung up on me. I was respectful of the CRS during this whole thing and it's rude to hang up on a customer. I've already been on the phone for hours trying to get this phone fixed. I then went to the ******** website and left an email message. It's been over 12 hours and so far, there's been no response. My ticket number is ******. All I want is to be able to make and receive calls. The problem is on their end; my phone is fine.
  
  Without this phone working, I am in danger of losing my ******** account that allows me to have free phone service. It's required that at least one phone call and/or text is done once a month in order to receive this benefit. I can't make calls or texts because the phone service doesn't work.

  Business Response

  Date: 08/14/2023

  We do apologize for any trouble you may have experienced with your device. Unfortunately, our customer support does not handle service inquiries, not troubleshoot service- that would be your service provider's customer support you would have been speaking with regarding service (we are two separate companies). We handle the order information for purchases made on our online phone store.
  We have reviewed the order (Order ID: ********* and have confirmed that we received this order back at our facility we issued a full refund on our end back on July 28, 2023. The refund should have been reflected back into your account within 1-7 business days from that date.

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: This isn't about the phone purchase. This is about the free Lifeline phone service that I had since 2016 but ended in last month without warning. I called to get it fixed. The customer service representative was able to restore it but only lasted a week or so and then the phone cut off again. I called again to get it fixed and this time they were unable to do so, and they hung up on me. I ended up having to pay so that my phone could work again. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  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.

  i ordered a phone on 6/24 2023 the phone is defective and does not work . i have tried to call and email them but they will not respond to me . all i want is to return the phone and get my $426 back

  Business Response

  Date: 07/13/2023

  Upon reviewing the order *********), I have confirmed the customer requested a return on June 28, 2023. On June 29, 2023 the return request was authorized and an email was sent with the RMA# and the instructions to return the device. Upon further review, I have confirmed that we have not yet received this device back at our facility. We will need to receive the device in order for a refund to be processed. I have provided the return address and RMA# below. Please provide us with the tracking number once the device has been shipped back to us.
  
  PagePlusPhoneStore.com
  7651 Southland Blvd.
  Orlando, FL 32809
  
  The RMA# is *** and will need to be added anywhere on the package where it is visible.

  Customer Answer

  Date: 07/13/2023

  
  
  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:05/17/2023

  Type:Product Issues
  Status:

  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.

  Ordered CAT 22 phone via ****** on May 7, 23. It is now May 15, 2023 and have yet to receive the phone. Called customer service - no human answered the line after 15 minute hold.
  
  Received no invoice or tracking on phone from company. No receipt of purchase. To date ****** account shows no ORDER NO related to this purchase and it states that the phone has not been shipped.
  
  Please let me know how I can get my phone. Am registering a complaint with ****** today.

  Business Response

  Date: 05/19/2023

  We have reviewed the order ************* and we have confirmed that this order had shipped from our facility back on May 8, 2023 and was delivered in the mailbox to the address provided (listed below) on May 11, 2023. I have provided the link to the tracking info below.
  
  ********************************************************************************
  
  Shipping Address:
  
  Sheree P****
  **** ********** *** **** *
  **** ****** ******** *****
  

  Customer Answer

  Date: 05/31/2023

  
  
  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:05/08/2023

  Type:Product Issues
  Status:

  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.

  Good afternoon, I purchased a cell phone from q1 Wireless and received a phone that does not work on my network. I have tried to return the phone for over 2 months and now they are telling me they will not take the phone back that has never been used because I'm past the return date. I was never given an address I was only given an email response saying that it was under review. I am out $550 please help me.

  Business Response

  Date: 05/09/2023

  I do apologize for the confusion or misunderstanding. Upon carefully reviewing the order I was able to find that an RMA was requested on the customer's behalf on March 25, 2023. On March 26, 2023 the RMA request was authorized and an email was sent regarding the authorization which also included the RMA# 245, that was assigned. The package had to be returned back to us, to the address below.

  Q1********************
  **** ********* *****
  ******** ** *****
  
  The RMA for this order has not yet been closed due to non-return. Once the order is returned, please provide us with the tracking number to the returned package.
  

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  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.

  I purchased a cell phone from this business along with a 12 month Plan. I have been with **** Mobile. my provider for over 3 years and when I made the purchase, it was fulfilled by Quality One, but appeared as **** Mobile online. I had issues setting up my new phone with the new SIM card so I was told my **** customer service to renew my plan online through my **** account and that I could request a refund of the Plan only within 7 days so I tried to follow those instructions. When I try to get a refund, I am constantly given different answers or told I have to return the phone (which has no issues) to get a refund. I want the phone, just a refund of the Plan I can't use...essentially, I've paid for 2 Plans and I only need one. If I return the phone, there is restocking fees, postage, not to mention, the phone is set up now with my information so it would be just as or perhaps more costly than just getting a refund of the 12 Month Plan.

  Business Response

  Date: 05/02/2023

  I have reviewed the order and I have confirmed that we issued a refund for the service plan in the amount of $130.00 back on March 29, 2023. The refund was reversed to the card that was used to make this purchase, ending in ****. I have attached a copy if the transaction summary for this order, which reflects the refund was submitted successfully.

  Customer Answer

  Date: 05/04/2023

  
  
  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,
  
  
  
  ***** *****