When I placed an order via their website, I was given a specific delivery date. Once I was given a tracking number, I logged onto Fed Ex's site only to find that the date I was given was incorrect. Per Fed Ex, I was to receive my package 3 days later than what was quoted by on of Straight Talk's representatives. Because I needed the phone quicker, I purchased the same model from a local Wal Mart. When the phone was delivered, I simply refused the package and had it returned to sender. Well, they received the phone back today and I called to see when the refund would be processed to my debit card.
The first call was no help at all. Although I had tracked the returned package and saw that it was delivered back to Straight Talk at 10:14 am, I was told by a representative (that I could barely understand) that they had no record of the phone being received. I made a second call and was told that this particular representative was unable to handle my request and transferred me to a different department. I was on hold for nearly 20 minutes.
Finally, a representative from this different department comes on the line. Once I explained the situation to her, would you believe she asked me for the serial number of the phone that was RETURNED?? I advised her that I didn't have this information because I returned the package. She continued to ask me questions about the package that had been returned. Finally, I asked to speak with a supervisor. Now, mind you, each person I spoke with was extremely difficult to understand and this alone is utterly frustrating.
After another long wait, the supervisor comes to the line. She advises me that the phone was received but, it would take 30 days to process the refund. I simply asked her why it would take so long to process the refund. She states, 'Ma'am, this is our process'. Again, I asked a simple question: What does your process entail that would cause me to have to wait 30 to receive my refund? Once again, she stated 'This is our process'. She continued to repeat this over and over again. I only wanted to know why it would take so long to receive a refund. In all my life, I've NEVER heard of it taking a month to receive a refund for returned merchandise, NEVER!
By the end of the call I was a bit livid because a SUPERVISOR couldn’t answer one simple question. I wouldn't suggest that anyone utilize this company for mobile service. DO YOUR RESEARCH as I should have. After disconnecting the call, I Googled the company and found that there are SEVERAL complaints regarding their poor level of customer service. The fact that I manage a customer service call center made me more sentient to the way I was being treated. Honestly, I could have handled the fact that I wouldn't receive my refund of $160.00 for a whole month a lot better had I been treated with more regard.