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Virgin Mobile USA / not able to cancel order!

1 CA, United States Review updated:
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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.

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  • Da
      13th of May, 2009
    0 Votes

    my phone was turned off due to unatharized credit card use then was prooven to be a mistake and wont turn my phone back on I had 80.00 dollars on my phone and they wont even give me a refund also had a 100.00 dollar phone that they wont cancel out my account now I cant use it for anything

  • Er
      26th of Feb, 2010
    0 Votes

    I just went through a similar ordeal. Terrible customer service relations. You cannot get to the shipping department if your life depended on it. Ridiculous runaround and then after weeks of B.S. The customer service rep hung up on me for absolutely no reason what so ever. I hadn't raised my voice once ~ I just wasn't going to accept the same 800 number that they had given me 2 times prior to get rid of me. Then, she simply hung up. Loser Corporation with no answers? What's that about?? I do respect their CEO. He needs to know what's going on. His representatives SUCK.

  • Kh
      24th of Dec, 2010
    0 Votes

    I ordered my phone on Dec 17, 2010...Dec 20, Monday I called to see if its been shipped because I paid for overnight shipping. The girl said Ill get it tomorrow..Next day I got nothing..No tracking number no phone..I called again-the guy said Ill get my phone on Wednesday..(got nothing on wednesday) Called again-a lady made a trouble ticket for my phone informing I should get it by on Thursday I still had no tracking number..I called said wheres my phone-I got transfered to some guy who said they have been havin problems with orders from Dec15-Dec21..checked my order and said I should recieve by morning on Friday...checked order status -still in submit and i have no tracking number still (on FRIDAY)..on Wednesday I had tried to cancel my order and I could not she told me I had to refuse the package once I get it from fedex...I have googled and looked them up on FACEBOOK and theres complaints everywhere about there shipping and also there phones..ppl arent getting text, pics or not even able to use internet...also they hv made multiple mistakes by posting top-ups to the wrong accts and ppl not getting there money back

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