Business Profile

Mobile Phone Service

Cricket Wireless, LLC

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Complaints

This profile includes complaints for Cricket Wireless, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,341 total complaints in the last 3 years.
391 complaints closed in the last 12 months.

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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:04/26/2023
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.
The conversation occurred on 4/26/23 with first a customer service rep and then a manager.I explained that I bought a device from a third party seller that I checked against there site under the **** tab and it said that the device I was going to buy was compatible. However after buying the device for $229 **Bought it 4/22** after a day or two between customer service and going to the store I find that the device isn't compatible with the network. Had I known that the device wasn't compatible I would not have bought it. I was told that under a different section of the website that isn't easily accessible is a list of devices that aren't compatible. I as a customer didn't think I'd have to go to a completely different part of the site to make sure my device is compatible after it told me it was. I would like store credit to buy a compatible device from there store.
Business Response
Date: 05/11/2023
May 11, 2023

Better Business Bureau
Online Complaint

Complaint No: 19986867
Re: ***********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************************** regarding Cricket Wireless service. In this complaint, ******************** states she purchased a device from a third-party seller based on a conversation she had a with a Cricket Wireless Authorized Retail employee. She was advised the device was not compatible with the Cricket network when she attempted to active the device.

******************** strives to provide excellent service and we regret when that high standard is not met. We apologize for any inconvenience that ******************** had to experience. Unfortunately, we are unable to issue a store Credit for ******************* to purchase a compatible phone because she did not purchase the device from **********************.

We thank ******************** for her communication and trust that this explanation properly addresses her concerns.

Regards,
Cricket Wireless, Customer Support
***************************************************************, ** 30319
/KM
Customer Answer
Date: 05/11/2023

Complaint: 19986867

I am rejecting this response because:
I only bought the device because your site said that it was compatible when I checked the **** number under the bring your own device tab. It wasn't till after I got the phone and I tried to make phone calls that I found that the device is not compatible From one of your employees after they checked some other list that I could not find on your website. Had I know that the phone was not compatible I would not have bought it. Your site misled me into buying a phone that is incompatible with your network.
Sincerely,

***********************************
Business Response
Date: 05/13/2023
May 12, 2023

Better Business Bureau
Online Complaint

Complaint No: 19986867
Re: ***********************************

Dear Sir/Madam,

This ************** is in response to a rebuttal filed by *********************************** regarding Cricket Wireless service. In this rebuttal, ******************** states she would not have purchased the device form the third-party seller if she knew the device was not compatible.

Crickets Terms and Conditions state that: Cricket cannot guarantee the performance of devices not sold by Cricket. NOT ALL 5G DEVICES FROM OTHER CARRIERS WILL HAVE ACCESS TO 5G SERVICE ON THE CRICKET NETWORK.

We respectfully request that this complaint is closed at this time, as we are unable to assist further.

Regards,
Cricket Wireless, Customer Support
***************************************************************************
/KM
Customer Answer
Date: 05/15/2023

Complaint: 19986867

I am rejecting this response because:

Sincerely,

***********************************
Initial Complaint
Date:04/26/2023
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.
I went to the cricket store here in ****** ** and wanted to buy a new phone. When I got there I told the lady I wanted a 8gb ram phone like the one I had stolen from me. She brought out a TCL 30z and told me the phone had 8gb of ram just like my old phone so I purchased it and was charged 94 dollars for the phone and monthly service. When I got home and looked at the specs for the phone it had only 3gb of ram and was nothing like my old phone and freezed up Everytime I tried to open a app on it. So the next day, less than 24 hours later I took it back up there to get a return and the lady at the store would not return the phone because I had written on the box the account number for the new phone and said she would only be able to give me eleven dollars back. I don't think I should have to lose 83 dollars on a phone I didn't want and was lied to about saying it was a 8gb ran phone. She said she read the back of the box and it said it had a 8mp camera on it not a 8gb of ram. She said she didn't lie to me she made a mistake. But why am I paying for a mistake they made. I just want my money back so I can get the right phone. I don't want to do business with a company that clearly lied to me and took advantage of a 73 year old man like this ....now im stuck with a little kids phone I paid almost a hundred dollars for. I get social security every month, I can't afford a new phone and lose the 94 i just spent.
Business Response
Date: 05/08/2023
May 8, 2023

Better Business Bureau
Online Complaint

Complaint No: 19986403
Re: *****************************

Dear ********** ************ correspondence is in response to a complaint filed by *****************************. In the complaint, ****************** states he visited a Cricket Wireless Authorized Retail location and provided his feedback regarding his poor experience attempting to return a device within the 7 days.

We contacted ****************** on May 2, 2023, to explain our findings. We informed him we have communicate his complaint and his concerns with the management team of that location.

On May 4,2023, the Authorized Retailer informed us that they attempted to contact *****************. ****************** advised them that his caretaker will be calling them back.****************** need to contact ************************* Polk County District Manager at the number provided, as he is expecting ****************** call.

We thank ***************** for his communication and will be available should he need our assistance in the future.

Regards,

Cricket Wireless, Customer Support
*************************************************************************
/NG

Customer Answer
Date: 05/08/2023

Complaint: 19986403

I am rejecting this response because: when I spoke to the district manager he told me the refund would only be 20 dollars but a restocking fee of 27 would be applied. The purchase was for 94 dollars and the phone I used for less than 24 hours and is still brand new. I don't feel like I am getting any help from anybody with this company and I think the main issue is being ignored that I was lied to by their employee and was sold something I didn't ask for. I'm a 80 yr old man and I feel like I was taken advantage of and cricket doesn't care. I had to switch companies and borrow money to get another phone from another company with another activation fee and service fee. I receive disability every month and all of my money is used for food and rent and I can't afford to pay for two phones in one month. Please help me.

Sincerely,

*****************************
Initial Complaint
Date:04/26/2023
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.
I PURCHASED A ***** 03/30/2023 INSTORE AND THEY SHIPPED TO AN ADDRESS IN ANOTHER ***********) AND I LIVE IN ************ ** . THE STORE TRIED TO CORRECT IT BUT THE CRICKET CSR OVER THE ***** SAID THEY COULD NOT UPDATE THE INFORMATTION AND THAT I WOULD HAVE TO WAIT UNTIL THE ***** WAS DELIVERED TO THE WRONG ADDRESS AND SENT BACK WHICH WOULD TAKE A WEEK. I HAVE NOW NOT HAD A ***** SINCE 03/30/2023 I PAID ****** FOR THIS ***** AND CRICKET NOT ONLY REFUSES TO REFUND ME MY ****** BUT WILL NOT HELP ME AT ALL. THEY OFFERED ME NOTHING BUT AN APPOLOGY NO MONEY NOTHING. NO CREDIT EITHER...I AM PAYING FOR 4 *****S AND ONLY HAVE 3 BECAUSE THEY CANT SEEM TO FIGURE OUT WHERE MY ***** IS WHEN I CAN GET MY MNEY MOTHING IT 04/26/2023 ALMOST A MONTH LATER AND I HAVE NO ***** AND NO RETURNED MONEY THAT'S CRAZY...... 1Z884AR11243308118 AND THIS IS THE OTHER TRACKING NUMBER 1Z884AR12943308113
Business Response
Date: 05/04/2023
May 4, 2023
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***************************
Dear Sir/*****,
This correspondence is in response to a complaint filed by ***************************. In this complaint, **************** states she placed an online order and never received it. She has been trying to get her refund and place a new order.
We contacted **************** on May 4, 2023 to discuss her concerns. We found her order was sent to the wrong address and sent back to Cricket Wireless.We explained Crickets refund policy and agreed to issue a refund of her order.We also provided her with a one-time courtesy credit.
We created a ticket with our back-office team to complete Ms. ******* refund. Once complete she can expect her refund within 3-5 business days.
We thank **************** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
****************************************************************** 30319
/JL
Customer Answer
Date: 05/08/2023

Complaint: 19985851

I am rejecting this response because: I have yet to receive the $800.00 plus check that was supposably mailed to my house. And I went to the store to buy a phone and use the credit and the waived activation fee that was suppose to be on my account and they never applied the $75.00. I'll just buy a phone on Amazon because this is pushing 2 months now and If I do not have my money by the end of the week I'll file a claim with my bank and hire my aunt who is an attorney.

Sincerely,

***************************
Business Response
Date: 05/09/2023
May 9, 2023
Better Business Bureau
Online Complaint
Complaint ID: ********
Re: ***************************
Dear Sir/*****,
This correspondence is in response to a rebuttal filed by ***************************. In this rebuttal, **************** states she has not received her refund or credit on her account.
We contacted **************** on May 9, 2023 to discuss her concerns. We explained to her, her refund check is on its way and can take up to 3-5 business days. We also made sure to provide her credit on her account.
Ms. ******* account has been credited as promised. She understood and had no further questions. We also provided our contact number in case she had further concerns.
We thank **************** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
************************************************************************
/JL
Customer Answer
Date: 05/15/2023

Complaint: 19985851

I am rejecting this response because: As of 05/15/2023 The check has not been received. I do not know why this company would mail a ****** check without a tracking number. It cost **** to send 3 day priority mail w insurance and a tracking number. I called ************ today 05/15/2023 @ 12:45 pm and got no answer. They said it was mailed on 05/04/2023. It has been ************************************************** my money back It will be 2 months in 15 days. This is terrible service. I did receive a credit on bill but I was told that I would not have to pay an activation fee for a new phone. I had to pay the fee because the store only showed a $5.60 credit on my account which is attached . So I paid ******* for a new phone and I'm still out the almost ****** bucks robbery and I will file a complaint in court if this is not resolved by May 30th.

Sincerely,

***************************
Initial Complaint
Date:04/24/2023
Type:Customer Service 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 placed an order (Order #: ****************) online at Cricket Wireless on April 13, 2023 to add a new line to my own device, which is a brand new unlocked iPhone14 Pro. Soon after the order, I reveived an email from Cricket (on the same day, April 13) to inform me to activate the service (but no esim card # information was given). I followed the step and instruction in the email and found the service could not be activated. It always let me to call Cricket Wireless customer service *************) for activation, but it never worked. During the past 11 days, I called customer service at least 15 times for help, I went to two Cricket Stores for help, did not work. I cannot even have the order cancelled. I got different answer/explaination in different calls, none of them worked. There were several time Cricket Wireless customer respentatives promised to call me back for solution, but they never called back. I was given a case # (C-7TKYFO), but later I found the case was closed without problem solved and without informing me.
Business Response
Date: 05/05/2023
May 4, 2023

Better Business Bureau
Online Complaint

Complaint No: 19977953
Re: ***************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ***************. In the complaint, ********** states that he needs assistance activating his device on the ********************** Network.

We spoke to ********** about his complaint on April 26, 2023, and he confirmed that his device had been activated.

Cricket strives to provide excellent service and we regret when that high standard is not met. We apologize for any inconvenience that ********** had to experience. We appreciate the feedback and will work hard to make his experience a better one in the future.

We thank ********* for his communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
*************************************************************************
/KM
Customer Answer
Date: 05/06/2023

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:04/23/2023
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.
Cricket service in the extended area around my home became interrupted approx 2/26/23 due to severe storm damage to nearby wireless infrastructure. Cricket advised that service would be restored by approx 3/8/23. This date came and went, with service continuing to be so abysmal as to make my 100 gb data plan practically unusable. Cricket provided no instruction as far as dealing with the service problem as an ongoing issue, so I temporarily downgraded my plan until stable service could be restored in the area. On approx 4/11/23, cell service was strong/stable again and I immediately tried to restore my previous data plan, however Cricket customer service insisted that my 100 gb/$55 month plan was no longer available, and I would have to pay $90/month now for the same amount of data. It was explained that had I not downgraded my plan, though, I would still have my original 100gb/$55 plan. Because I had only downgraded my plan temporarily to deal with Cricket's ongoing service problem, I believe I'm entitled to have my original plan restored.
Business Response
Date: 05/08/2023
May 8,2023

Better Business Bureau
Online Complaint

Complaint No: 19972146
Re:********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************. In this complaint, ******************** states in February 2023 the service in her area was interrupted due to severe storms. Cricket advised the estimated time of restoration was March 8, 2023. The service was not restored by March 8, 2023, and ****************** downgraded her data plan. Once service was active, ****************** contacted Cricket Wireless to request her previous rate plan and was informed the 100GB/$55.00 was no longer available. ****************** would like to restore her previous rate plan.

We contacted ****************** on May 4, 2023. We reviewed ****************** account; she was on an expired rate plan. We advised ****************** any changes made to the account would result in the loss of the expired rate plan.

On May 6, 2023, we advised ****************** we are unable to add the expired rate plan back to the account.

We thank Ms. ****************** for her communication and trust that this explanation properly addresses her concerns.

Regards,

Cricket Wireless, Customer Support
****************************************************************
/BN
Customer Answer
Date: 05/08/2023

Complaint: 19972146

I am rejecting this response because:
My impression is that Cricket customer service is truly interested in helping customers, however they are hamstrung by company policy. It was simply not possible for the agent to accomodate my reasonable request, or offer another alternative or workaround.
Cricket company policy should give its employees more latitude to correct issues its customers are dealing with.
I came to Cricket less than a year ago, paying off a hotspot that would have otherwise been free to get out of a contract, and buying a new hotspot with Cricket. With where things currently stand, I did this switch at a loss. I will be looking at alternatives going forward.
Sincerely,

********************
Business Response
Date: 05/11/2023
May 11,2023

Better Business Bureau
Online Complaint

Complaint No: 19972146
Re:********************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ********************. In this rebuttal,******************** states her impression is that Cricket's customer service is truly interested in helping customers, however they are hamstrung by company policy.It was simply not possible for the agent to accommodate my reasonable request or offer another alternative or workaround. Crickets company policy should empower its employees more and give more options in resolving customer issues amicably.

We appreciate ****************** feedback. We will share this feedback with our senior leadership team.

We thank ****************** for her communication and trust that this explanation properly addresses her concerns.

Regards,

Cricket Wireless, Customer Support
********************************************************** 30319
/BN
Customer Answer
Date: 05/11/2023

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:04/22/2023
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.
I chatted with the customer service and and bought the plan on April 20/2023. they checked the phone is compatible. I bought monthly plan for $40 and SIM for $9.99 with a total of $49.99. I discussed I'll transfer the plan on April22, 2023 as that's when my existing plan with other provider ends.April 22, 2023L: I kept trying but eSIM didnt get set up. called customer service talked for ********* and they could not get it going and advised to go to the store. I drove down to the store, they wanted to charge me again $10.82 for a new eSIM QR code and not guarantee if this would work and would be another charge for a new QR code. SO they told me a physical SIM for $10.82. The phone worked but then I could not make a call to ******. The store rep confirmed its included and talk to Cricket on the phone. I chatted and they rep told me there is a glitch on the website and they are fixing it. I asked the money back or include the plan and refund me for the physical SIM as well. they didn't want to do that and rather upsell me, for which I declined. After the rep, spoke to the manager, he didn't want to refund or include ******/******. The screen shorts clearly mention that ****** and ****** is included. I chat with the rep is being attached and screen shot is highlighted with yellow.Very frustrating experience. I need $10.82 back and include ******(which it says online) or I need full refund of $49.99 and $10.82 but would need a couple of days to port my number.
Business Response
Date: 05/04/2023
processed refund request
Initial Complaint
Date:04/22/2023
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.
I went to a cricket store in ******* ***** and the rep was little nice and I was charged a *** card fee . But I never gotten a *** card but she told me it was e-sim I rather have the *** card that I paid for instead after I gotten my phone activated my calls would drop too much and never had this problem before and I need a *** card send to me or a refund of the *** card fee .. and better service
Business Response
Date: 04/28/2023
April 27, 2023

Better Business Bureau
Online Complaint

Complaint No: 19970959
Re: ******************

Dear Sir/Madam,

This ************** is in response to a complaint filed by ******************. In this complaint, ************** is requesting a refund for his purchase of a new sim card he did not get.

We contacted ************** on April 27, 2023, to discuss his concerns. We offered a onetime credit for a new sim card. He agreed and had no further questions.

We thank ************** for his communication and trust that this explanation addresses his concerns.

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Initial Complaint
Date:04/19/2023
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.
This is regarding cell service and Cricket wireless holding a phone hostage after it has been paid for in full. The phone was purchased in Jan 2022 after thoroughly discussing the situation surrounding the purchase of this phone and it is now evident that the sales person purposely withheld policy information to complete the sale. Called to try and get phone released to be able to activate elsewhere and were told that was against policy and advised there was nothing to be done due to our specific situation and that we would have to take the loss of a brand new phone. Cricket refused to credit account for value of phone after discussing that policy could not be broken so reactive phone. After asking to speak to a manager which only happened after calling 3 times as we where dropped and transferred to lines that only ring. Finally got the highest manager on the floor ********************************* on the line. However we failed to reach an agreement as he stated he was not in the power to approve a credit or come to any other agreement. Again we were told its basically a loss and nothing could be done. When we asked to speak to someone higher he stated the only way to speak to them would be to fly to corporate offices in *******. I highly doubt this is the only way and as someone who works in a corporate building the building is secure and we do not want clients coming to the building especially unannounced.
Business Response
Date: 05/10/2023
********
Initial Complaint
Date:04/19/2023
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.
Opened phone service with Cricket Wireless on the 7th of April 2023. They have failed to uphold their contract claiming the past 2 weeks that towers are down and refuse to do anything to fix the issue. I haven't had phone service since activation.
Business Response
Date: 05/01/2023
May 1, 2023

Better Business Bureau
Online Complaint

Complaint No: 19957337
Re: *********************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *********************************. In the complaint, ************************ states he has not been able to get service on his device since he activated his account.

We attempted to contact ************************ to discuss his concerns on April 27, April 28 and May 1, 2023, but we were unsuccessful in reaching him.Should ************************ still require assistance with his concern he can contact *****, Cricket Wireless Corporate Escalations Manager, at the number provided.

We thank ************************ for his communication and look forward to assisting him should he still need assistance.

Regards,

Cricket Wireless, Customer Support
**********************************************;
*******, ** 30319
/JL
Initial Complaint
Date:04/17/2023
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.
On, the 4/8/23 , me and my wife, ********, went into Cricket wireless and asked for 4 lines with 5g phones. We walked out with what we thought were 4 5g phones. I am a veteran, and 51yrs. Young. We were have trouble with the phones we have. We called the agent back on Saturday the 15 th. About the phones. We were told that we got the 4g lte version for two phones. We even told the agent we wanted the 5g multiple times. She said due to the fact it was 8 days they could help. Now we are stuck paying for a 5 g service that we can't even use. The reason for the 5 g is that I need it for some of the programs we run at work. She even helped us pick out the phones. And then we get the phones tested and they are 4g lte..... Not what we wanted and are locked in for 1yr...... Not right. I feel we were taken advantage of because of.
Business Response
Date: 05/11/2023
May 11, 2023

Better Business Bureau
Online Complaint

Complaint No: ********
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************
In this complaint, ******************** visited a Cricket Wireless Authorized Retailer to purchase 4, 5G devices. ******************** experienced an issue with one of the devices. He contacted the Cricket Wireless Customer Support Team and learned two of the devices were 4G LTE versions. ******************** would like to exchange the 4G devices for 5G devices,

We engaged the leadership at Cricket Wireless Authorized Retailer, we were informed ******************** was made aware the devices he was purchasing were 4G, as the Cricket Wireless Authorized Retailer was out of stock of the 5G devices. ******************** contacted the store 3 days beyond the 7 days return period. He was informed the return period has expired. On May 11, 2023, ******************** was provided with these findings.

We thank ******************** for this communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
*****************************************************************
/BN
Customer Answer
Date: 05/11/2023

Complaint: 19941560

I am rejecting this response because:
No this was not true. But I will not release the BBB. Cause this is wrong. To treat a vet. Don't worry about it will go viral.

Sincerely,

*************************
Business Response
Date: 05/12/2023
May 12, 2023

Better Business Bureau
Online Complaint

Complaint No: ********
Re: *************************

Dear Sir/Madam,

This ************** is in response to a complaint filed by *************************
In this rebuttal, ******************** states the Cricket Wireless Authorized Retailers response is incorrect.

In Mr. ********* original complaint,he stated he purchased the devices on April 8, 2023. The invoice shows ******************** purchased the devices on April 6, 2023.

At this time, this Cricket Wireless Authorized Retailer was out of stock with the 5G devices that ******************** was requesting. ******************** continued with the purchase; the invoice indicates which devices are 5G. ******************** contacted the Cricket Wireless Authorized Retailer after the return period expired. Cricket provides a 7-day return policy for qualifying devices. The return policy is on the invoice.

On May 11, 2023, ******************** was provided with these findings.

We thank ******************** for this communication and trust that this explanation properly addresses his concern.

Regards,

Cricket Wireless, Customer Support
*********************************************************** 30319
/BN

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Cricket Wireless, LLC is NOT a BBB Accredited Business.