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:01/04/2023
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.
Mint mobile advertised online that a phone I purchased would come with accessories. It did not. I talked with customer service who filed a ticket to get the items. It was declined and they are telling me I have to send back the phone, even though I only need the accessories they advertised came with the phone
*************************************************************************************Business Response
Date: 01/17/2023
We have reviewed the order and confirmed that a Samsung Galaxy S10 was purchased. I do apologize for any confusion, Samsung no longer includes accessories with any of their devices. We do not advertise on our site that we will include any accessories with the purchase of a Samsung.Business Response
Date: 01/30/2023
Thank you for providing that information. Although the photo shows the compatible accessories and does not mention that we include those accessories, we do understand how it may have caused some confusion. Due to the inconvenience you may have experienced, we can honor a $20 refund. Please let us know if that would be something you'd like for us to proceed with.Customer Answer
Date: 02/08/2023
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:01/01/2023
Type:Delivery 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 on NET10 wireless (order#NT_20234) for a total of $1207 for two cellular phones that was fulfilled through Quality One Wireless. Two phones arrived both with an attached sim card for NET10 wireless. One phone was successfully activated over the phone after some difficulty. Upon attempting to activate the second device, I was informed that neither the phone nor the attached SIM card were NET10 wireless phones or cards. Honestly, the allegation was that both were obtained through nefarious methods. I was then told I could be transferred to purchase a new SIM card despite the fact the phones was purchased from them and arrived with the cards attached and free of charge.Business Response
Date: 01/17/2023
I do apologize for any misunderstanding, we do not charge for charge for a replacement SIM card if you experience an issue with the one that was sent. We did ship a replacement SIM card on January 5, 2023 which reflects delivered on January 10th. Can you please confirm whether you were able to have the device successfully activated?
********************************************************************************Initial Complaint
Date:12/20/2022
Type:Billing 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.
Purchased a phone that is not workable. It is 2 g and cannot be used. Company advertised as Safelink wireless and presented compatible phone sales. Fraudulent advertising. Request refund and information to return phone.Business Response
Date: 12/29/2022
I have reviewed the order and I was able to confirm that the customer purchased an ******* 3V. That device is 4G compatible phone with 2G and 3G compatibility as well. I have provided a link below to the Manufacturer's site which provides the specs for this model and the correct information can be found there as well.
*********************************************************************
If the customer did not wish to keep the device, an RMA was to be requested by following the Detailed RMA Process on the return policy. I have provided the link to the return policy below.
****************************************************Initial Complaint
Date:12/16/2022
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 bought a phone off the SafeLink site because they've merged with ******* they want you to buy a new phone and send that matches the ******* network I do that I called to activate the phone and they don't have any record of the phone on their site or they cannot activate the **** number cuz they just don't have the phone in their system I've emailed ****** I've tried to call I've left a message nobody's gotten back to me I want this phone unlocked or them to communicate with SafeLink to get this phone up and running it's not brain surgery.Order # SL ***** with ****** ORDER DATE: 12/6/22Business Response
Date: 12/29/2022
We have reached out to the customer via email to better assist him. We will provide an update once we reach a resolution.Customer Answer
Date: 01/04/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I was emailed by the company and given vague information I emailed her back with some options and have yet to hear from them, that was several days ago. they're the most unprofessional human beings on the planet, that entire company.Initial Complaint
Date:12/08/2022
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.
On November 25th of 2022, I ordered two devices from Q1 wireless website, and these phones were for Cricket Wireless. I brought both phones to the Cricket shop in town to activate them, but the workers stated that both phones were not Cricket compatible. The employees called Cricket's customer service for further confirmation, and customer service ran these phones through their system and confirmed that they cannot be activated through Cricket. They also confirmed the phones were not Cricket compatible overall. When buying these phones, the website advertised that these phones were being sold for Cricket. Also those phones came with Cricket sim cards. I immediately found a way to contact customer service of Q1 ********************** and attempted to request a return on three different occasions. They never reached out to me or responded to any of my requests. I found directions on how to obtain an RNA number in order to return those devices immediately, and the link they provided brings me to my cricket wireless online account. But the issue is, these phones are not registered under cricket so there no way to get the correct RNA number in order to return the devices. I used the affirm loan system in order to purchase these phones and now I'm stuck with phones I can't even use, nor return. The complete false advertisement on Q1's wireless website !Business Response
Date: 12/30/2022
I was able to look into this and I have confirmed that the customer did email asking how to get an RMA which we replied to on December 7th with the link to the return policy and the instructions on how to request it. To request an RMA, the phones do not need to be registered.
During checkout an email address and a password is required when purchasing a phone. You will need to sign in using that same email address and password in order to check order status information, request a return, etc.
We have setup an RMA for the customer to return the device to our facility for a refund. An email has been sent to them with the return info and I have also listed the **** and return address below.
Quality One
7651 **************.
*******, ** 32809
The **** is 153 and can be written anywhere on the package.Initial Complaint
Date:12/05/2022
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 phone through straighttalksmartpay.com. I have been trying to get in contact with straight talk. They have no knowledge of the order that was placed by me. Order # did not match those at straight talk. Smart pay does not have a tracking number and when I did some research I found out by my bank statement that it shows (straighttalk- q1w -smartpay ) and when I found the number and the place Quality 1 Wireless it's one woman who answers the phone and pretends to be busy. I called several times . I can't get a refund from my bank. I'm ****** and I want my money back.Business Response
Date: 12/29/2022
We have reached out to the customer to assist her. We will provide an update once we are able to come to a resolution.Initial Complaint
Date:11/08/2022
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 ordered a phone from straight talk on October 28,2022 at 8:44am. This order was fulfilled by Quality One Wireless. I could tell this phone was not when I received it on November 2, 2022. I went ahead and called straight talk to transfer my number from my old phone to this new phone. I was on the phone with them for over 3 hours trying to transfer the number. The straight talk employee even had verizon on the phone trying to help us. At the end of the conversation the straight talk employee told me I needed to return the phone because it was defective and was unable to be activated. So, I contact Quality One Wireless by phone, received NO return call then contacted them by email and Steve Small contacted me telling me all the reasons of why it would work and all the reasons I couldn't return it. Finally, on Saturday, November 4, 2022. I received a email with the a return label. But the email also said I have to pay for the shipping (see attached receipt) and that I would have to pay for a 20-50% restocking fee. So why should I have to pay any shipping or restocking fee for a phone that wouldn't work?Business Response
Date: 12/05/2022
This order was purchased using the Smartpay lease to own program, it was not purchased upfront in full. Returns for orders purchased using Smartpay are not charged a re-stocking fee.Customer Answer
Date: 12/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never refunded my charges to send it back or refunded my first paymentBusiness Response
Date: 12/29/2022
I do apologize for the confusion, we do not provide any refunds for S&H fees to be returned to our facility. The refund for the order was submitted on our end to Smartpay back in November. If you have not received your refund for the upfront payment, you will need to contact Smartpay customer support to check the status of the refund for the payment made.Initial Complaint
Date:10/17/2022
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.
LOUSY COMPANY... They sent me a phone that was not as listed (substitute) that did not have the needed TDD service feature I use daily. I requested an RMA via their website... no reply in (4) business days. No "live" person answers the corporate number **************. Left Phone messages for "*********" as directed...no reply in (4) business days. Left email inquiries... no reply in (4) business days.Business Response
Date: 12/22/2022
The customer did not provide an order number which we do need to review this order and the specific details for it.Customer Answer
Date: 12/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I inquired with many messages that had my order number within the messages and never got replied to. After my phone call stating my order number in reference, to their Office in ******* and being told the phones were the same (they do not have the same features capabilities). Also, They sent me a Cricket (T-Mobile based) branded phone that will not work on the ******* system I currently subscribe to. They then issued a return merchandise authorization at my shipping expense. Yet, this was their mistake.Initial Complaint
Date:10/07/2022
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.
ACCESS WIRELESS, DBA. ****** IS A LIFELINE PHONE PROVIDER HERE IN ******. I WAS APPROVED FOR A FREE PHONE IN MAY 2022. I WAS TOLD BY CUSTOMER SERVICE TO VIEW THE PHONES THEY OFFER. I RECEIVED A BLU CL5 SMART PHONE IN JUNE 2022 AND WAS CHARGED $********* PHONE DIDN'T WORK, MADE MANY CUSTOMER SERVICE PHONE CALLS, AND REP'S SAID THEY WOULD ESCALATE TO ACCESS TECH ***** MONTHS LATER A REP FINALLY TOLD ME THERE IS NO CELL SERVICE IN MY HOME ZIP CODE OF *****. GOT APPROVAL TO RETURN PHONE (COST ME $9.95) IN MID AUGUST FOR REFUND. INSTEAD THEY SEND SAME PHONE BACK TO ME CLAIMING PHONE WAS LOCKED AND I NEEDED TO UNLOCK IT? I DONT WANT THEIR PHONE. I HAVE OBTAINED A LIFELINE PHONE THRU CRICKET WIRELESS.I WANT A REFUND FOR THE $59.00 PHONE AND $9.95 FOR MY POSTAGE. THIS HAS BEEN A NIGHTMARE FROM THE BEGINNING. CUST SERVICE NOW HANGS UP ON ME WHEN I CALL THE **** FREE NUMBER.Business Response
Date: 12/22/2022
The phone was returned to us with a ****** (Gmail) account still on it. Per the return policy all accounts or any screen lock passcodes must be removed from the device and a hard reset must be done before being returned.
Once the account and any passcodes are removed and the reset is completed, the phone can be returned.Customer Answer
Date: 01/06/2023
Access wireless took 2 months to respond to complaint. Bottom line was I qualified for Access Lifeline free phone, and they charged me $69.00. Probably also billed the Gov't program for it.
Also I could never use their phone as there is NO Cell coverage fir *********, even though their website and rep's FALSELY STATE THERE IS service for home *********.
I over looked the deadline to respomd as they took over sixty days to respond to BBB.Initial Complaint
Date:09/20/2022
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.
Thought I was buying an iphone from ********. As others complained on here, the website looks just like ********. Once I placed my order and saw the reciept, then I saw it was this company. I then looked at the URL and saw it was saveontracfone.com. They did ship the phone out fast, but when I recieved it, it is locked to the owner with activation lock. I contacted****** and they cannot help because they said the****** id is in recovery. Whatever that means. I cant do anything with the phone. The order said it was a "NEW" phone. It abviously is not new. I messaged Quality one on their website, called and no answer, left message, no reply, emailed, no reply. My order ******* and placed on 09/09/22. There is no reason a person should have to wait 72hrs, or 7 to 10 days for some kind of reply. Technology has gotten this far, but it takes longer and longer to get anything done. There is no reason companies cant reply within a few hrs. I paid over $700 for this phone, and I used Affirm financing. You can bet when I am done here I will be getting on their website to dispute. This company apparently didnt even look at the phone. Selling as new, but yet someone else owned it and it is locked and worthless to me. I have asked them for a RMX and refund.Business Response
Date: 10/14/2022
Consumer Response /* (2000, 10, 2022/10/10) */
Affirm has resolved my case and found that I am not responsible for the loan amount for this phone. Company lists on their website that they are awaiting a reply from me, and in fact I have replied by email 2 times in a week with no reply from them. So as far as being resolved, at least I am not responsible for paying any money on this phone. Affirm now has to deal with them.
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