Complaints

This profile includes complaints for Ifixfast Phones's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ifixfast Phones

  10 Magazine St Unit B Cambridge, MA 02139-3391

• 

  Ifixfast Phones

  2 E India Square Mall Salem, MA 01970-3700

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:11/29/2023

  Type:Sales and Advertising 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.

  Date: 5th November 2023 I visited the store on 5th November 2023 to replace the cracked screen of my Pixel 6a phone. A deposit of $120 plus tax ($7.50) was paid via credit card, constituting half of the total payment.Date: 8th November 2023 Upon the arrival of the new screen on 8th November 2023, I returned to the store. The replacement took approximately 30 minutes, and I paid the remaining $120 in cash without tax. Regrettably, the phone was returned to me with noticeable scratches on the body's edges, and the fingerprint recognition feature was dysfunctional. Consequently, I had to leave the phone at the store for rectification.Date: 9th November 2023 On 9th November 2023, the issue was resolved, and I retrieved my phone. I inquired about a refund but was directed to contact the store manager.Date: 11th November 2023 Efforts were made to contact the store manager via phone on 11th November 2023, but no response was received.Date: 12th November 2023 An email was sent to the store on 12th November 2023, yet no response was forthcoming.The service provided was both subpar and overpriced, as it not only resulted in additional issues with my device but also caused inconvenience by depriving me of access to my phone for a day. Moreover, the business's practice of accepting cash payments to avoid taxation raises questions about their ethical conduct.I am requesting a refund for the unsatisfactory service and urge an investigation into the business's practices to ensure fairness and transparency for all customers.

  Customer Answer

  Date: 12/12/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/03/2024

  Date: 5 th of November 2023. Customer (***************************) came to the ******************** store (located
  on *****************************************************************) to fix a cracked screen on her ****** Pixel 6a phone.
  She paid a deposit ($127.50 including tax) via her credit card which is half of the full amount. We
  ordered brand new screen for her device and were waiting for it to be delivered.
  Date: 8 th of November 2023. Brand new screen for her device was delivered and ************** replaced
  the cracked screen, and the customer paid the remaining amount in cash ($120). Unfortunately, when
  ************** replaced the screen fingerprint recognition feature wasnt working due to a
  manufacturing defect of the product. We made an overnight priority order for a new screen and took all
  extra expenses on us. In such situations, to make our customers happy we give them a discount we
  include sell tax in their payment and paying sell tax from our business. About noticeable scratches on
  the body&#**;s edges which are mentioned customer brought a used phone (her phone was not brand
  new) with a broken screen. The scratches were already there when she brought it. The phone might got
  scratches when she dropped it, or just from day-to-day usage.
  Date: 9 th of November 2023. ************** got a new screen and replaced the defective one with a new
  one. There was no malfunction and Ms. ********* phone was working perfectly, but after all the work
  was done and her phone was fixed, ******************** started to demand a refund. IFIXFAST PHONES has
  A No Return, No Refund Policy. This is written on the receipt that all our customers receive after any
  financial transactions, and we also have a display near the register that says: All sales are final. ***************** explained it to her and gave the phone number of the manager in case she would like to
  contact him.
  Date: 11 th of November 2023. Our managers phone number is ****************. No phone call from
  customer was received. Most probably she called the wrong phone number.
  Date: 12 th of November 2023. The email address of IFIXFAST PHONES store is *********************************,
  unfortunately ******************** sent her email to an old email address (dont know where she could get it
  from) that belonged to previous owner, thats why she didnt get response.
  Regarding that our service was subpar and overpriced broken screen was fixed and worked
  perfectly. Yes, it took one extra day to fix it, but it was because of the defective product that was
  shipped to us, and we took on all extra expenses (******************** wasnt charged any extra costs).
  Overpriced customer knew the price in advance (it was announced to her on November 5 th , 2023,
  when she first visited our store) and she agreed to it. After the work was done and the problem with
  which she came (cracked phone screen) was fixed, she claims that it was overpriced and demands a
  refund. Our prices are competitive, and the final price is built up by many factors such as labor, the costs
  of parts, tools etc. And once again, ******************** knew the price and agreed to it, even though she
  could reject it and use the services of a different company.
  I would like to address Ms. ********* concerns about taxation one more time When unexpected
  situations happen (as in this situation - manufacturing defect of the part that we ordered), in order for
  our customer to be happy we give discount we build the sales tax into the selling price and then tax
  payed by us (by the business). Sadly ******************** misinterpreted it.
  Best regards,
  Manager of the store
  
  *************************.

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I wanted to clarify some of the points raised in the store manager's response:

  It's important to note that the additional cost incurred due to the faulty product shouldn't be passed onto the customer. Hence, the argument that the cost wasn't factored into the final pricing doesn't appear justifiable.
  

  Regarding the scratches on the phone, I want to clarify that they were not present before bringing it into the store. Within the short span of two months since acquiring the new phone, the edges remained fully protected by a shell cover, minimizing any potential damages. 

  As per the means of communication, I was provided by their employee (Burak) with the mall's phone number and advised that the manager would be available during the specified time. Additionally, the employee suggested reaching out via the previously used email address, as documented in the attached correspondence (email 1 and 2).

  
  Furthermore, after comparing prices with another store, I observed that their pricing isn't competitive in the market based on the information I've gathered - therefore claiming that "pricing is competitive" does not seem justifiable. 

  
  I want to emphasize that my perspective differs from the assumptions made, and I feel there might be a disconnect in understanding. Unfortunately, I sense a strong stance on these matters from their end, and I am reluctant to invest further time into this issue. I'm disappointed that there hasn't been an effort from the service provider to understand my point of view or work collaboratively to reach a resolution.
  

  Should there be no further effort to find common ground, I will have to refrain from utilizing their services and furthermore will not advocate for them to others. I hope we can find a way to resolve this matter.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Shino

   

   

  Business Response

  Date: 01/16/2024

  I would like to thank ******************** for her response.
  As was mentioned in our previous letter we dont have a refund policy. We are offering $50 store credit
  to ******************** that means she can come to IFIXFAST PHONES store (10 ***************,
  *********, ** *****) during store working hours and to choose any product/products (it might be
  phone cases, screen protector, charges, cables etc.) for total amount of $50 for free. If for any reason
  ******************** will not be satisfied with the product she has chosen, she can do one time exchange or
  return it within 7 days after purchase. In both cases (exchange or return) the product needs to be
  returned in a like-new condition (no damages of any kind, such as scratches, breakages, missing
  contents, or missing box) and in both cases (exchange or return) no monetary refund will be made.
  We hope we have found common ground with ******************** and we will be happy to see her in our
  store.
  Best regards,
  Manager of the store
  *************************.