Complaints

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

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  Victra

  8510 Colonnade Center Dr STE 300 Raleigh, NC 27615-5861

  
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  Victra

  100 N Dupont Hwy New Castle, DE 19720-3102

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  VicTra

  22931 Sussex Hwy Seaford, DE 19973-5871

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  Victra

  851 Saint George Ave Woodbridge, NJ 07095-2514

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  Victra

  7029 Forest Hill Ave STE A Richmond, VA 23225-1625

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:03/28/2025

  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 local ******* Victra store to get a new phone for my partner who has ALS. He was told he needed a newer phone to do voice banking. There was a promotion going on at the time get a new iPhone 15 on us. I was told by the person working with us that by **** would not change by more than $5/month. Nothing was mentioned about changing the plan. My next bill was well over $300. I was told the next bill would come down which it did to just below $300. Since I received this free phone, my bill has been about $50/ month more than it was. I went back on 2/25 and was told by the person working with me that I wasnt credited properly. She called someone and was told that I would get a credit on my next bill for everything I overpaid and that bill would probably be close to $0. I did reluctantly sign up for automatic draft to save $20/month. I just got a bill that was $265. I was credited $20 for signing up for automatic draft but thats it. No one seems to care that I was told one thing and it was not true. I called the *******.Victra customer service number to speak with a supervisor. I was told that he was busy and I would get a call back which hasnt occurred yet and it has been two days since I was told that I would get a call. Basically there has been NO customer service and I was lied to about the free phone. It seems that long-standing customers (Ive been with them 25 years) are punished while new customers are given great deals.

  

  Business Response

  Date: 04/09/2025

  Hello *****,
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated. I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured,we are fully committed to resolving the matter and will keep you informed of any progress. Thank you for your continued support and cooperation.
  Please if you have any questions, feel free to send an email to ********************************** We are here to help!
  Respectfully,  
  Victra Guest Experience Team

• Initial Complaint

  Date:03/25/2025

  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 into ******* on chagrin blvd beachwood **** on 3/10/25 to inquire about service there was a promotion on line about get I phones on them as a new customer I went in trying to get the promo for $25 for 4 lines I asked the man in store if he was familiar he said he thought it was just on line and he called his manager the manager told him he could offer it in store as well. My credit was ran and I was approved for ******* now I still dont understand this part as the offer said get the I phone free on them but okay. Since I was only approved for ******* I only got 3 phones and a watch that is supposed to be free as well. I was told that my bill would be 150+ tax monthly with all that I got. I asked several times as I was informed by ******** to be careful of ******* as they have a habit of giving false info and they have hidden fees. I told the *** that and he assured me I was good. I went back to the same store in 3/15/25 and the same girl wrote down for me my bill would be *********** which is 3 phones and a watch. When I seen my first bill it was ****** I called customer service and was told to go back to the store I did that and was told the general manager would be in on 3/20/25 to stop back in. I went back and he was not there I was told he was working on my account as of now I have not heard anything from him and nothing has been done to my account to fix the error that was made by the original store ***s. I was told I would be getting credits to reflect what was told to me in store. I was told those same ***s have been messing up other peoples accounts. I was also told the ****** I paid in store the day I signed up was for my activation and the taxes in the phones and watch. This is ridiculous and I should have stayed at T-Mobile I have been stressed to the max because of this and the service has been horrible all around customer service and mobile service.

  

  Business Response

  Date: 04/07/2025

  Hi ******,  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware by the Store Leadership Team that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to **********************************
  Thank you, 
  Victra Guest Experience Team  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23113387
  
  I am rejecting this response because:
  The case has not been fixed a gentleman named ****** contacted me last Thursday and made it seem as though he was going to fix the account he only did half the work. I have been trying to cancel my account for the last several days I went back in the store and I was told to call customer service customer service I spoke to 2 ***s that acted as if they were going to help me and they did not instead I keep being redirected to go back in the store to cancel. yesterday was the 30 days I had to cancel I went back in the store and the *** there said no you have to call customer service I told him absolutely not Im done playing these games I want to cancel my account now. When he called customer service he said one was answering customer so I had to come back today smh this has been a true nightmare and because of this my blood pressure has been sky high. I was instructed by ****** to make the ****** payment I have that in a text message and the remaining balance would be credited. I would also like a shipping label to send my devices in so I can be done with this company please and thank you this has truly been the worse situation I have ever had. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/14/2025

  Hi ******,  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware by the Store Leadership Team that theyve reached out to you and addressed the additional concerns youve brought to our attention. Please if you have any questions, feel free to send an email to ***********************************************************. We are here to help!
  Thank you, 
  Victra Guest Experience Team  

• Initial Complaint

  Date:03/25/2025

  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 bought 2 phones on january 6 and one did not work 3 weks later and still under warranty so i called january 20 to tell them i need a new replacement phone and the *** said from ******* he would send a new phone on monday well nothing came and a week went by. after talking to 12 different people who all said they would send a new phone and here it is march 24 and no replacement only 2 refurbished phones that dont ******* in the media and need a phone that works Im losing business as ******* tired of calling and getting no where .I filed a complaint with ******* corporate and no response .i went to ******* 5 x and apple 3 x and no resolution.They tellme its now too late to get a new phone .Not my fault .They played around for weeks .they also owe me ***** dollars for taxes for new phone that i never *********** now with a [phone that doesnt work and im not paying this billthis month

  

  Business Response

  Date: 03/25/2025

  Dear ******,  
  Thank you for contacting Victra! We are sorry to hear you are experiencing issues with your phone. There are several options to assist you. 
  If the phone is less than 30 days from date of purchase, you may exchange the defective equipment at the closest Victra location. 
  If the phone is more than 30 days from date of purchase but less than 365 you may be eligible for the manufacturers warranty.  
  For ***** products please call ************.  
  For ******* products please call ************ 
  For ****** products please call ************ 
  For ** products please call ************ 
  For ******** products please call ************ 
  If the phone is beyond repair and you have insurance, you may file the claim on ******************. If you qualify, a replacement phone will be shipped to you once you have paid the deductible. You may confirm insurance by accessing our account on ***************** or call ************.  
  If the phone has a cracked screen and you have insurance, you may file a claim on ******************. If you qualify, repairs will be scheduled once you pay the $29 fee.  
  If the phone is more than 18 months from date of purchase, you may be eligible to upgrade to a new device. Please visit the closest Victra location for further assistance. You may confirm upgrade eligibility by accessing your account on ***************** or calling ************.  
  Victra does not repair phones or parts of phones.   
  Respectfully,   
  Victra Guest Experience Team  

• Initial Complaint

  Date:03/24/2025

  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.

  On 11/25/24 I purchased a Iphone 16 pro based on a three year contract (and phone chargers, etc) for $240.33 that was based on a conditional promotion that permitted a return within 30 days from Victra, a "customer service oriented branch of *******, as described by the store manager, ***** ******** Because I had both health and automobile issues that were persistent and ongoing, I asked both ***** and sales representatives *** and ***** many questions about the options for returning the device within 30 days as I wanted to gather additional information about the pending termination of my current cell phone contract with US cellular. ***** gave me his cell phone number to call if I had any issues and wanted to return the device within 30 days. I tried to do so several times prior to the 30 day period, and also tried reaching the ********/**** DIstrict Manager, ** *******. Both failed to respond to my attempts to communicate with them about returning the phone and the health/transportation issues I had in doing so. Subsequent attempts to communicate with ******* have been unsuccessful. I never used the device and returned it to *******'s main address in ****** on February 7, 2025 via **** and the tracking confirms the package was received by ******* on 2/11/25 at 12:06pm. I continue to receive bills. Again, I did not use the product (or the related chargers, etc) or service. Sadly, I continue to receive bills from *******, now totaling $956.48. ******* has not acknowledged receipt of the product but has just sent me a copy of the bill with a transmittal letter saying the copy was furnished at my request. They have also hired a bill collection service, ***. *** has threatened to report this on my credit report unless the balance is paid.

  

  Business Response

  Date: 04/07/2025

  Dear ******,
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I wanted to provide you with a quick update regarding the issue we are currently addressing. While we are diligently working to resolve it as swiftly as possible, it is taking a bit longer than initially anticipated. I kindly ask for your patience and understanding as we strive to deliver an appropriate response and resolution. Rest assured,we are fully committed to resolving the matter and will keep you informed of any progress. Thank you for your continued support and cooperation.
  Respectfully,  
  Victra Guest Experience Team

• Initial Complaint

  Date:03/21/2025

  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 opened both a personal and business line with this ******* store, owned by Victra. It did not work out for a variety of reasons-- I was getting new lines because I have been hacked and the new lines got hacked, as well. I returned one iPhone (one new line was with a phone I purchased from *****) and cancelled service within 1 day and 5 days (2 separate lines). The employees were, on the most part gaslighting and telling me there is no way I could be hacked, when they had zero clue what they were talking about. I hired a cyber security team to help me and the Victra employees were, yes, clueless to the depths of this hacking. I paid restocking fees, etc. And then still received a bill from *******. For over $192. I have called ******* and spoken with empathetic employees on 3 occasions who have told me the only entity that can help is Victra. I have emailed Victra and they have promised to help but have not. At this point, I would like the bills cancelled as there is no way I should be billed $192 on one account and $86 on another account for less than 5 days of service. Thanks for your help :)

  

  Business Response

  Date: 04/02/2025

  Hi ******,
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you previously but have not received a response. If you could please email us at ********************************** we would be more than happy to assist you further with the concerns you've brought to our attention.We are here to help! 
  Thank you, 
  Victra Guest Experience Team 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23092451
  
  I am rejecting this response because:
  

   

  Hello, I have previously filed a complaint with Victra and it is yet to be resolved. The original complaint was due to bills for $192 and $86 that I received after I only had service for 1 and 4 days. ******* corporate have indicated they cannot help me with this issue. It has to be done with Victra. Additionally, in my original complaint, I discussed how the employees were far from kind while getting this all resolved and even when I told them ******* Corporate cannot help, they insisted I call *******. ****, a manager, called and we have played phone tag. He requested I come into the store, but leaves the voicemail that day and indicates when he will be there THAT day. I cannot drop everything with my business to go to the ******* store. In 2 voice messages I have asked him to let me know my next steps or what they need from me because I cannot continue playing phone tag with him and having zero clue what he needs from me or any idea of resolution. He has since stopped replying. I saw a reply from Victra to email them. I do not have a working email address that I can message them. But, the we care email address they say to reply to is the SAME one I had already emailed (when I did have a working email address) and they said they would help and I never heard back...leading to the first complaint I made. Thank you so much for your help with this. This company is continuing to prove they need some better organizational structure and customer service.

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/21/2025

  Hi ******,
  
  Thank you for reaching back out to us through the BBB, I apologize for any inconvenience this may have caused. The stores leadership team has tried to contact at the number provided but has not received a response. If you could please email us at ***********************************************************, we would be more than happy to assist you further with the concerns you've brought to our attention. We are here to help! 
  
  Thank you, 
  
  Victra Guest Experience Team 

• Initial Complaint

  Date:03/19/2025

  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.

  In December 2024 I went to a Victra owned ******* store to open a business line. I worked with ******* ****. I was quoted $128.99 a month for the phone and Internet gateway with unlimited data. A few days later I went into the ******* business app to check my billing. I was shocked to see a bill for $443.11. I went back to the store to discuss the bill. Tristain reassured me that it takes a couple weeks for the promotions and credits to show up. I waited 2 weeks. The credits and promotions never came. I still had a bill of $443.11. I refused to pay anything until this problem was taken care of. I started getting emails and text about my past due bill. I went back to the store again. Now I was told ****** ****** would be coming to the store to take care of it. You guessed it, never happened and my phone was shut off for non payment because ******* nor **** fixed the billing issue. At this point it's been over a month. I went to the store again and demanded my phone be turned back on. It's a business line, my only means of communicating with my customers I refused to pay anything over the $128.99 I was quoted by *******. I ended up having to pay $162 to get the phone turned back on because they still couldn't figure out the billing. I have not received a credit to this day for over paying my bill. Not only is my bill not right Victra owes me money! Again I was told ******* Mulrpy would look into it I've emailed ******* twice and get no response. I went back to the store on 3-17-25 to ask why I still haven't received the credits owed and how much my bill is ******* said, "Pay whatever the app says, I'm trying to keep your phone from being shut off." I filed a complaint with Victra on 3-18-25. I received an email from Victra on 3-19-25 that it will take 7 days to look into the issue. Its been 2 months and I have to wait another week. Meanwhile my bill is due on 3-21-25. I will not overpay again and will probably have my phone shut off due to non payment.

  

  Business Response

  Date: 03/27/2025

  Hi ******,  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to ********************************** We are here to help!
  Thank you, 
  Victra Guest Experience Team  

  Customer Answer

  Date: 03/27/2025

   
  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:03/13/2025

  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.

  A few months ago, we went into the Victra ******* store to add two phone lines. We met with a woman who told us that she normally worked at the ******* in *******. As part of the Black Friday deal, we were getting two new phones free with the new phone **** added to our plan. She informed us that while she could get us the iphone for one line, she would have to order the ******* for the line 0017. She asked us to wait until the following Saturday when she was working to pick up the phone. We went back the next Saturday and were told that she was let go. They eventually found the phone but messed up and gave us a new number for that line. We were told the phone wouldn't be free unless we had a different phone to trade in besides the Revvl. We went back in weeks later with an old ******* phone. The manager working said that the Yankton woman was making promises they couldn't keep, but he said if we would agree to try ******* and modem for a month, he could make the new ******* free. Despite being told it would be free, we thought we were being nice in taking the modem. About 3 weeks later we brought the modem back in. They told us we had to bring it to ***. We went there. They were closed. We went the next day. *** said they couldn't take it without some code from *******. We went back to Victra, waited in line forever AGAIN. They told us they didn't know what to do and to come back another day to see the manager. I came back the next day. Again, a huge line. Frustrated at the long wait, I gave the modem to an employee that I spoke to before with a customer and said, **** won't take it. We don't want it. I'm not waiting for hours again to be turned away to play your games." Weeks later we get a box in the mail to return the modem and now a $300 charge for it. I'm beyond angry. Incredible amounts of time were wasted on getting a deal promised by their original employee all for someone to get a sales bonus. They purposely played games with me.

  

  Business Response

  Date: 03/24/2025

  Hi ****,
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research, we have confirmed that ******* has assisted in resolving the matter. They reached out to you on March 13th, 2024, and applied a one-time bill credit to your ******* account in the amount of $300 to accommodate the non-return equipment fee associated with the ******* Home Internet.
  
  If you have any further questions or need additional assistance, please do not hesitate to send an email to ********************************** We are here to help!
  
  Respectfully,
  
  Victra Guest Experience Team
  

• Initial Complaint

  Date:03/11/2025

  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.

  In December 2024, I made the decision to add three additional lines to my account based on the numerous promotions and assurances provided to me at the time of purchase. Unfortunately, despite my unwavering trust in ******* the promises made to me have not been honored When I added these lines, I was explicitly assured the following: A $300 switcher credit per line An additional $50 credit Waived activation fees Trade-in credit for four devices (I am currently only receiving credit for three) A total monthly bill of $198, which is not what I am currently being charged I have written documentation from the ******* agent outlining these commitments, yet despite my efforts to resolve this issue, I have been bounced around endlessly through customer service, getting transferred from one representative to another with no real resolution. I have wasted countless hours on the phone attempting to fix this, only to be left frustrated and without ********** an effort to address this in person, I visited the original store where I signed up for these lines and requested to speak with a manager. I was told there was no manager available and was advised to visit a corporate location instead, as they would be the only ones capable of fixing my issue. The only individuals who actually attempted to assist me were the store manager, Yami, and her boss, Max, who happened to be in the store during my visit.This entire experience has been incredibly disappointing and exhausting, especially as a longtime customer who has always held ******* in high regard. I expect ******* to honor the commitments made to me and adjust my account accordingly. I request: 1. Immediate application of the promised credits ($300 switcher credit per line + additional $50 credit) 2. Proper trade-in credit for all four devices 3. Waived activation fees as promised 4. Correction of my monthly bill to $198 as initially agreed upon

  

  Business Response

  Date: 03/17/2025

  Hi *****,
  
  Thank you so much for reaching out to Victra! We truly appreciate your patience while we worked diligently to address the concerns you raised. I'm delighted to let you know that the store leadership team has successfully resolved the issue.
  
  If there's anything else we can assist you with,please feel free to reach out to us directly at ********************************** We're always here to help and ensure you have the best possible experience with us!
  

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:03/11/2025

  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 in to get a new phone at Victra. There was a ******* promotion at the time that if you got a new data plan and traded in your old phone, then you could get $1000 off the price of the phone. They said it could take 2-3 billing cycles to show and I would be refunded the amount paid in those cycles. It's now been five cycles and they are refusing to honor the promotion. I have gone into the business and they blame me for not getting proof that they took my phone. I have called ******* and they say there is no note about the promotion on my account.

  

  Business Response

  Date: 03/14/2025

  Hi ********,
  
  Thank you for reaching out to Victra! Upon reviewing your email to Victra Support, we have updated our records to reflect that this complaint is related to ******* and not Victra.
  
  If there is anything that Victra can assist you with, please do not hesitate to reach out to us directly at ************************************ are always here to help and ensure you have the best experience possible.
  

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:03/11/2025

  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.

  After 6 months, my bill is still incorrect, I'm still being overcharged based on the last conversation I had with the ******* exec office. My bill is out of control incorrect, I need to be contact immediately.

  

  Business Response

  Date: 03/18/2025

  Hi *******,
  
  Thank you for reaching out to us through the BBB. I apologize for any inconvenience this may have caused. Our team has attempted to connect with you via email and telephone to gather more information regarding the initial concern you brought to our attention. We understand that at this time, you have declined to provide any further details to Victra, along with our offer of assistance. You have expressed a preference to continue working with *******'s *****************
  
  Should you have any questions or need further assistance,please feel free to send an email to ********************************** We are here to help!
  
  Respectfully,
  
  Victra Guest Experience Team