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:04/30/2023

  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.

  I didnt know that if I ordered my kids gizmo watches through them that they could charge more than the ******* retail price (without any promos online). When I picked up the watches on Friday 4/28 I was told the product price of each was $185 vs $150 on the ******* website. They noted I would be charged an additional fee of $35 to activate each line (that is noted online). When i questioned why the price of the product itself was different they said they charge whatever is in their system. I couldnt get a clear answer from them on whether they can charge more than the prices noted online. I called today asking about returning both devices and they said I would have to pay a $70 restocking fee per watch. Lack of transparency on pricing.

  Business Response

  Date: 05/07/2023

  Hi, how are you? My name is *******************. *************** to a complaint. The complaint I d is ********. **, in regards to the complaint, I have reached out to my higher *** and they are going to send her a check for the difference in the online pricing versus the in store pricing of the 2 devices that she purchased with us. So the difference of the online pricing to the in store pricing was $35. So 2 of those would be $70 is what she would be receiving from our company. If that satisfies everything, we will go ahead and do that. Thank you very much

  Customer Answer

  Date: 05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** as long as the refund is issued. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:04/17/2023

  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.

  On 4/6/23, I went into the ********* Wireless Zone store in Canton, MA as my Iphone 12 had stopped working & wouldn't turn on. I met with ********* ("Tem"), the Store Manager, who brought my phone to the back to "run diagnostics." After a few mins., *** returned & informed me my battery had died & I needed to purchase a new phone. When I inquired about the cause, I was told that leaving it plugged in overnight had drained the battery & that there was nothing else that could be done.Subsequently, I was sold on purchasing a new Iphone 14. I informed Tem that I solely wanted to upgrade my phone & was looking for the cheapest option. Tem repeatedly tried to sell me on various extra products, including a ******* CC, ******************************* router. When I informed Tem I didn't want/need any of these products, he continued trying to sell me on them. Moreover, he didn't listen when I said I didn't want insurance on the phone & instead tried to sneak it on the bill.I spent $149.97 to pay off my remaining balance on the old phone + $454.98 in initiation ****************** that I was told I needed. I was then told I had to go to Apple for my phone to be wiped & to bring it back to ******* for a trade-in credit. At Apple, I met with a "Genius" who, within 2 mins., had turned my phone on using a simple restart technique of pressing 3 buttons together. The Genius told me my battery was perfectly healthy & that my phone had shut off as it got stuck running an update. Moreover, the Genius told me everything *** had stated about why my phone wouldn't turn on was 100% false.After Apple wiped my new phone & reverted all of the info. back to my old phone, I went back to ******* to get a refund on the new phone. I met with Tem again & was informed that there was a 10% restock fee ($121) & that he couldn't refund any of the accessories/fees as they were "part of a bundle." Instead, *** offered to let me keep the accessories that I didn't want & refunded me for the MA taxes ($90.62).

  Customer Answer

  Date: 04/28/2023

  I have not heard from the business in response to my complaint. Separate and apart from this complaint, I have reached out to *******s corporate office and was contacted by a Senior Analyst in Executive Relations who is attempting to contact the business as well and resolve my complaint; however, to date, this matter has not been resolved and I am not certain if ******* and Wireless Zone have actually been able to connect. 

  Business Response

  Date: 05/07/2023

  So hi, this is Times ***** calling from Wireless Zone. ******* in Canton, *********************************************************. We had a complaint filed on april 17th 2023 by ***** call K O L ***** complaint number ********. The desired resolution for this was a full refund and that is exactly what we did with the customer after leaving them a few voice messages. He finally came in a few days ago and we have returned every single dollar for him. If you need to follow up with the customer, you are more than you know, like, you know, you are more than happy to do so. But other than that, everything has been taken care of. So if we can please get this resolved on B, B, B, and if you need the store number to give us a call with any questions or concerns, that would be ********

  Customer Answer

  Date: 05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************