Complaints
This profile includes complaints for Victra's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 436 total complaints in the last 3 years.
- 152 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:07/16/2024
Type: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 April 17, 2024 I went into the Victra store because they are an authorized ******* store. I upgraded my iPhone and a salesperson named ***** sold me a screen protector with a service plan to have my screen protector replaced if it got damaged. She repeatedly said just bring in your phone and we will replace the screen protector if it is damaged so I paid $64.99 ( which is a very high price for a screen protector) thinking I was receiving a service plan for future issues. Today I returned to the store to have my damaged screen protector replaced and was told there was a $15 fee ( in addition to the $64.99 I paid in April!) to have this done. I was not informed about this when purchasing because I simply would not have purchased this service. This is a fraudulent scam that this store is running on those of us who are older. A younger purchaser would have realized that $64.99 is an obscene amount of money for a screen protector. However, if the price did in fact include future protection and installation, I would not have an issue. This is not acceptable! Lying to customers to get them buy services then adding charges when they try to redeem the service is fraud. Im sure the saleswoman made a commission on duping an old lady and I am horrified that I fell prey to senior abuse. I wonder how many other unsuspecting customers of the authorized ******* dealer have also been ripped off by this scam.
Business Response
Date: 07/16/2024
Dear *****,
Thank you for contacting us through the BBB. We appreciate your time and feedback. I have informed the Leadership Team of the customer service received during your visit to our location. I apologize for your unpleasant experience!Id like to offer you a refund for the Screen protector. Victra will post the amount of the Screen protector to your ******* account as a one-time credit. Here is the reference numbers for your record ********** and ********** in the amount of $74.98
Respectfully,
Victra Guest Experience TeamCustomer Answer
Date: 07/17/2024
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.
Sincerely,
Kaera StorsinInitial Complaint
Date:07/12/2024
Type: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.
My husband and I saw an ad on a window at a ******* location - ************************************************************ - that person could take any phone, with any condition of the phone as a trade-in for an iPhone 5 and that it would be free. My husband and i tried this but we were told we would have to pay ****** with our trade-in for the iPhone 5. We never received the free phone and were billed for the stated amount.Business Response
Date: 07/19/2024
Dear *******
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused We have worked closely with our **************** to attach the promotion of $830 off select smartphone. ******* denied the request due to the line ending in 5853 not being on the correct plan. Victra would like to accommodate you $709 as a corporate refund check. At the time of your purchase the rep misquoted you $830 promotion on the welcome plan. You received a market Value of $121 for the Iphone 11 that was traded in, this was reflected on your March bill.We will be requesting a Corporate Refund Check on your behalf to accommodate for the ******* promotional credit that was discussed at the time of your transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience TeamCustomer Answer
Date: 07/19/2024
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.
Sincerely,
***************************Initial Complaint
Date:07/08/2024
Type: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 had a cell phone that was broken beyond repair. I went to this store to get a replacement phone. I was not due for an upgrade. I was able to get a new phone. But the upgrade was placed on a jetpack account. I was told that I would be able to turn my phone back in and have 400 credited back to my account, which is the remaining balance on the account. I went to the store and waited for 3 hours and then also waited on the phone with veriz0n nationally almost 2 hours. I was given no resolution related to the current up charge on my account. I am a 22 year customer.w ******* that has multiple accountsBusiness Response
Date: 07/16/2024
Hi ****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. During our research we have found that you were quoted $400 promotional credit. Due to the rep upgrading the incorrect line and that caused the promotion to be unable to be attached to the line ending in 0473. Victra would like to accommodate you the $400 as a one-time bill credit to your ******* account. Her is the reference number for your record **********. Please if you have any questions, feel free to send an email to *********************************
Respectfully,
Victra Guest experience TeamInitial Complaint
Date:07/08/2024
Type: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.
1. Wife and myself been with ******* 23 years, both had iPhone, wife had iphone watch and IPAD tablet too.2. November 24th, 2023 wife phone broke (not work at all). went to ************* in ********* *****, ** location. ******* rep ******** named *****) assisted us. According to *****, November 24th, 2023 ******* had a black Friday sale going on. When purchasing new iphone 15, you get an updated watch and newer tablet "FREE". We decided both of us would upgrade our phones to iphone 15's and received new watch and tablet that was to be free. According to ***** (******* manager) it would take 1-3 business cycles for black Friday promotion to kick in.We have been charged for the watch and tablet that was to be free and continue to be charged even though I have went back to store numerous times and called ******* numerous times and always was told our paperwork was still being processed or they could not find out paperwork. It's been 7 months and ******* is still charging us for the watch and tablet, ******* has lied to us and I believe they ran a scam on us. The hyde park store rep ****** even sent in paperwork in April 2024 that was approved for free iphone watch and IPAD tablet but still being charged for both. For IPAD being charged 36 months (over $450.00) at $13.05 per month since Dec 2023 and for watch being charged 36 months (over $330.00) at $9.16 per month since Dec 2023. Have been told many times we would receive all the monthly charges returned once the paperwork was processed. We even went to the so called ******* corporate office store on *****************************, ** and was informed they could not help us, only the store we purchased the items at could. ******* has lied to us and keeps stinging us along. I believe they have committed fraud and false advertising. We ask for BBB assistance in the matter.Business Response
Date: 07/12/2024
Hi ********,
Thank you for contacting Victra! We appreciate the time you have taken to follow-up with us on this matter, once you are able to send the requested documentation on 7/23/2024 please send back to us via email thread from Victra Support. We will review the details of the documentation and then be in touch with a resolution.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 07/12/2024
Complaint: 21955331
I am rejecting this response because: I am currently out of the state of ******* and unable to provide any documentation as I informed in email. I am not scheduled to return to my residence until July 23, 2024.
Sincerely,
*********************************Business Response
Date: 07/16/2024
Hi ********,
Thank you for taking the time to speak with us and the additional information youve provided in yesterdays call. Once the requested documentation has been provided our team will be happy to continue further research to address the concerns youve brought to our attention.
Respectfully,
Victra Guest Experience TeamCustomer Answer
Date: 07/16/2024
Complaint: 21955331
I am rejecting this response because: cant provide response within 5 days. I am out of state until July 24th and will provide docs once I return to me residence in ******
Sincerely,
*********************************Business Response
Date: 07/26/2024
Hi ********,
Thank you for contacting us through the BBB. During our research and with the documentation you provided we have found that you were quoted up to $460 for line ending in #****. The promotional credit was unable to be attached to your line because you would need a new line activated. As discussed via our conversation on 7/22/2024, weve applied a bill payment for the remaining amount owed ($365.40) on line #****. Here is the reference number for the applied buyout payment (1961662923).
The line ending in #**** you were quoted a promotion for up to $299.99. This line only qualified/received a $120.00 promotional credit due to the plan the connected device is on. For this line we have paid the remaining amount owed on the device in the amount of $256.48. Here is the reference number for the applied device buyout bill payment (1961662678).
Moving forward, #**** and #**** will no longer have a monthly device payment attached. Due to both agreements being bought out. Youre welcome to disconnect both lines and the connected device on WIFI/Bluetooth only. Youll need to speak with ********************* *************) for further assistance with this request.
The remaining $18.12 left from the $640 amount Victra has accommodated will be sent as a Corporate Refund Check. Please allow 4-6 weeks for the corporate refund check to arrive to the mailing address youve provided to our team.
If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience Team
Customer Answer
Date: 07/26/2024
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.
Sincerely,
*********************************Initial Complaint
Date:07/01/2024
Type: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.
Im ******* customer I went to ******* to replace my phone they told I dont have to give them the old phone because I do have free phone I took the new phone Now my bill is doubled I tried to talk to them explain They said I have to pay both phonesBusiness Response
Date: 07/01/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolutionCustomer Answer
Date: 07/02/2024
Complaint: 21920490
I am rejecting this response because:
Sincerely,
**********************they said hes not belong to ******* is a cooperation, but is it ? I didnt understand.
is a sham to let them unfair the people
Business Response
Date: 07/02/2024
Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to ********************** for further assistance. Cellular Sales considers this matter closed. If you have any questions, please contact ******************************* at **************.Business Response
Date: 08/28/2024
Hi ************,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research our team did confirm the increase in your most recent billing statement was due to overcharges associated with international calling. Our **************** have confirmed a bill credit was provided to accommodate these overcharges.
Additionally, Victra reached out to the guest to confirm that their concerns were rectified, which the guest stated the case was resolved. Victra is unable to assist with ******* perk/feature changes, concerns with *******.com,or the My******* application. Please contact ******* Customer Care at ************ or access your account on www.My*******.com.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:06/12/2024
Type: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.
Predatory sales tactics performed at this store that give one price up front (iPhone for example) but then tack on "bundles" at the point of sale. They do not provide an itemized receipt at point of sale, and engage in semantics through saying "you will be paying your carrier upgrade fee today" but do not disclose that this is a backend charge on the ******* account statement. Their "upgrade fee" in store is actually a separate charge that is not explained to the customer. They also employee language such as "comes with the phone" or "included with the phone" but then itemize a charge separate of the phone.Business Response
Date: 06/18/2024
Hi *****************,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused.
After further research our team has confirmed that a refund for the screen protector in the amount of $77.57 was processed back to your original form of payment on 6/4/2024. Along with a one-time bill credit that was applied to your ******* account in the amount of our instore set up and go fee ($39.99) on 6/5/2024.
The reference number for the applied credit was email on 6/6/2024 via the Victra support ticket our team created on your behalf after emailing us at Wecare. Here is the reference number for the applied credit (1959898258).
The remaining amount of $91.61 are taxes associated with the device itself. If you are tax exempt the proper documentation should have provided at the time of purchase. If you have further questions, please dont hesitate to reach out to us so we can further assist you.
Respectfully,
Victra Guest Experience TeamInitial Complaint
Date:05/16/2024
Type: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 did an on-line order at *******.com. I was prompted to either have it shipped or p[ick it up locally, which seemed faster.. My order was sent to Victra, an authorized dealer. When I went to pick up my order the salesperson said there was a problem andI would need to cancel my order and place a new one with them. I didn't want to do this because I got an "online only" price and didn't want to lose my discount. I called ******* and they said this was a common scam dealers do to try and increase their own commission.Business Response
Date: 05/23/2024
Hi *******,
Thank you for contacting Victra! We were glad to hear that our store leadership team was able to connect with you and assist. We apologize for any inconvenience this may have caused, please reach out to us directly at ********************************* if there is anything we can assist with further.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:05/16/2024
Type: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.
False Advertisement of Retail Stock Bought a phone from ******* Told it was in-stock at the *Authorized Victra Retailer*Only to be told they are not in stock And Store Location making it difficult to contact, they do not answer phones despite calling multiple times throughout the dayBusiness Response
Date: 05/16/2024
Dear *****,
Thank you for contacting Victra! *******s online ordering systems do not provide real time inventory updates of Victras inventory, this does cause delay and at times cancellations of orders. To review the details of the order delay or cancellation please reach out to ******* directly at ************. I apologize for any inconvenience this may have caused.
Respectfully,
Victra Guest Experience TeamCustomer Answer
Date: 05/16/2024
Complaint: 21717216
I am rejecting this response because: the response is unsatisfactory and unacceptable. You are responsible for the false advertisement of stock and allowing your employees to spread misinformation for the sake of a sale.
Sincerely,
*********************Business Response
Date: 05/16/2024
Dear *****,
Thank you for contacting Victra! *******s online ordering systems do not provide real time inventory updates of Victras inventory, this does cause delay and at times cancellations of orders. To review the details of the order delay or cancellation please reach out to ******* directly at ************. I apologize for any inconvenience this may have caused.
Respectfully,
Victra Guest Experience TeamCustomer Answer
Date: 05/20/2024
Complaint: 21717216
I am rejecting this response because:Victra refuses to acknowledge nor accept any wrongdoing, nor reprimand those that caused this terrible transaction.
I ordered phone on 5/14 at 4 pm
I called on 5/15 and on 5/16 to ask about order, only to be told they do not have it.
So explain to me, Why on 5/17 when i picked up my phone finally, the Shipment Receiving Sticker was dated FOR 5/15.
Meaning this Victra Store LIED about not having my purchased item in stock for 3 DAYS
I will not accept anything outside of satisfactory credit towards my account
Sincerely,
*********************Initial Complaint
Date:05/03/2024
Type: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.
When I signed up for ******* they had a trade your phone in for a free iPHONE 15- So I gave them my new ******* phone, signed up for their service 100- per month plus 5 per month for the watch. They charged me monthly payments for the Iphone stating they could not locate the phone I traded in.. Which is untrue- I even gave them the store information that I received this at. So they took a 1500 phone. I filed a complaint with BBB- They agreed to remove the charges. I am still being charged- plus my bill is double every month, so this bill that was supposed to be 105 per month plus taxes and the watch has turned into 250 per month, plus they are stating I still owe over 600 on the FREE IPHONE.. This is unbelievable- now they have disconnected my service due to me wanting the phone charges removed and an explanation as to why my bill is double what is supposed to be. They allowed an employee to take my new ******* phone in trade and keep it- I am beside myself- how can they get away with thisBusiness Response
Date: 05/03/2024
Cellular Sales has attempted to reach out to the customer and also determined this was not a Cellular Sales related issue. We have confirmed the purchases in question took place at a Victra location. The customer can reach the ********************** store at ************** or the Victra **************** line at **************. Cellular Sales considers this matter closed. If you have any questions, please contact Cellular Sales **************** at **************.Business Response
Date: 05/12/2024
Hi ******,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email me more information at *********************************
Thank you,
Victra Guest Experience Team
Initial Complaint
Date:04/19/2024
Type: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.
Unauthorized purchase on another state. A smart phone $1,400.Verizon authorize without my consent the purchase of the device by my estrange husband. He was the second in account. They upgraded his title to Manager of the account without my consent. I only knew of the charges when they appeared on my bill. My husband was removed off my account on march 14 . 2024Business Response
Date: 04/18/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Customer Answer
Date: 04/18/2024
Complaint: 21586267
I am rejecting this response because:It doesnt resolve issue. It just says that I will be contacted. Im providing exact location of the here fraud was made. VICTRA ******* ***************************************************. I understand business needs time to complete investigation.
Sincerely,
***********************************Business Response
Date: 04/25/2024
Hi Listete,
Thank you for contacting Victra! We appreciate your time and feedback, we apologize for any inconvenience this may have caused. We are eager to further assist and help resolve your concerns. We are unable to locate a customer record in our database that corresponds with the information youve provided. Please email us directly at ********************************* with the phone number that was used at time of transaction or the invoice number from the transaction.
Respectfully,Victra Guest Experience Team
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