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:02/23/2023

  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 asked a good friend, Sue *****, to go with me to find a new phone. We went to CellPhoneRepair on * **** *** ** 2/11/23. We were sold ** ***** ****** ** ****/black, a screen protector and a case. My bill totaled $******. My friend, Sue asked the salesman specifically what would happen if it did not work for me. He stated we had 6 months to return it if there were any problems. Nothing was said about 48 hour buyers remorse, The phone dropped calls, and would not place them. My friend returned the next day to CPR and the tech opened it up and said try a new SIM card. Never said to come back in the next 24 hours if that did not work. She got a new sim card. This did not help. She was unable to go until a week later and was informed it was too late to get my money back. She explained I no longer wanted the phone *** ** ** *** ****** ** ********** *** *** **** *** ** ** ******. The tech again did not offer much resolution except exchanging the phone. I do not want a phone and the stress is overwhelming for me. * ** ** * ******* ******* *** I am asking for them to just take the phone and give me my money back. I don't want to deal with this issue anymore. * ** ** *** ******** ** *** ***********  I feel they were deceptive and not clear about the 48 hour rule. Yes, in getting out a magnifying glass, I do see it is on the receipt. My point is that were deceptive and not clear when asked directly. Reps name is Corey *.

  Business Response

  Date: 03/07/2023

  We apologize for any inconvenience you have experienced with your recent purchase at CPR Cell Phone Repair. It is always our goal to provide exceptional service to all of our customers, ********** ** *** ** ************.

  We have reviewed your complaint, along with the policies printed on your receipt and the security footage of the interaction. It appears that the salesperson was only asked what kind of guarantee does this device come with, and the customer was informed of the 6-month warranty. This was the correct information. Our devices come with a 30-day, 6-month, or 1-year warranty, depending on their price bracket. The warranty covers issues with the device within that period that are not damage-related. We will repair any issues with the device within the warranty period, and if it cannot be repaired, we will replace the device with the same model at no cost to them. Like most businesses, the warranty period is not a time frame where the device can be returned and refunded if the customer decides they don't want the product anymore. We refer to our return policy as the 48-hour buyer's remorse policy. This gives the customer a couple of days to use the device and figure out if it is right for them. If, within that timeframe, they would like to return the device, they can do so after paying a restocking fee. As stated before, we went through the footage and listened to the whole conversation to make sure nothing was incorrectly stated on our part. Since the policies for businesses are quite extensive to cover all the different scenarios that might arise, they cannot be explained during the sales process, and this is how all retail businesses operate. We definitely encourage the customer to ask questions if they feel any hesitation of the purchase so any concerns are addressed.

  While we understand that this may have caused confusion and frustration for you, all of these policies are printed on the receipt that is given to every customer at the time of purchase.

  Again, we apologize for any inconvenience you have experienced, and we appreciate the opportunity to address your concerns.
  

  Sincerely,

  Cell Phone Repair Sioux Falls