Complaint Rating:

Company information:
Virgin Mobile USA
California
United States
www.virginmobileusa.com

Placed on Web order on 12/01/07, received an auto-reply email stating order would ship within 1-2 business days, which was strange as web stated 3-5 days since I used free shipping option. Called after 2 days, first person told me that because of how I ordered (free shipping). That delivery would be 7-10 business days, didn't have paperwork in front of me at time of call, but check it after and found the 3-4 days, called back and only received response that said I would get in Fridays (5 days). When I called on Friday, to get tracking number since order did not arrive, first person gave me my order number as a FedEx tracking number, I then asked for him to hold while I checked it, and when I said it was not valid, he said he would transfer me to the shipping dept, but proceed to hung up on me. Called back, then was told that no the order did not ship, and they had no ideal when it would and thought that most likely one of the items were on back-order, and they only shipped complete orders. They also informed me they could not contact shipping to get more information. On the 13th sent a email to their our team email, asking for delivery status, giving them 2 business days to respond. First respond said order shipped and gave me tracking number, but it was for a second phone I ordered since I discovered on my own that the out of stock item was the car charger, and decided to try the phone anyway. I reply back that they gave me information on the wrong order, they replied back to call them. I called and was again told that an item was out of stock, and they did not have a shipping date. I then asked to cancel the order, and was politely told that I could not. Funds are still on hold in my PayPal account, since they are only pending, and PayPal can't remove them, only Virgin Mobile can until 30 days. Bottom line, no order, no funds, no promised delivery date. Sent emails to their public relations dept, and out of 4 email, not even an auto-reply. Worst customer service I have ever seen. Beware of ordering on their web-site.