Rogers Communications review: Defective phone returned — now facing a $2,000 bill

In November 2025, I ordered a Samsung Z Flip 7 along with a data plan from Rogers. I received the phone, but while setting it up with a Rogers technical support agent (using another phone), we discovered the device was defective. The agent promptly filed a replacement request and instructed me to return the faulty phone once the new one arrived.

I received the replacement within two business days. After contacting Rogers again for assistance, the new phone was set up successfully and has been working perfectly.

The following day, I securely packaged the defective phone using bubble wrap, sealed the box, and attached the Purolator return shipping label provided by Rogers. I dropped the package off at a Convenience K location in Liberty Village, Toronto, for Purolator pickup, to be shipped to Rogers’ receiving facility in Oakville, Ontario.

In January 2026, I received a bill stating that I was in arrears by over $2,000 — the full retail cost of the Samsung Z Flip 7 — in addition to my monthly data payment. This was shocking, as I had agreed to a contract with monthly installment payments.

After contacting Rogers’ billing department, I was informed that I was being charged because they had not received the defective phone. The matter was escalated to the Office of the President, where I spoke with Shant, an Advisor, who provided me with a case reference number and advised that she would follow up with a final decision.

I fulfilled my responsibility by securely packaging the phone, using the provided return label, and dropping it off for shipment as instructed. Rogers has since stated that they received the package but that it was empty. This suggests the contents were lost or stolen at some point — whether at the drop-off location, during transit with Purolator, or at the Rogers receiving department in Oakville.

Despite this, Rogers is now demanding full payment for the device and has sent emails indicating my mobile account will be suspended within 12 days if payment is not made.

This has been an extremely stressful and disappointing experience. I do not believe customers should be held financially responsible for possible theft or mishandling that occurs after they have followed all return procedures correctly. I am sharing my experience so that others considering becoming Rogers customers can make an informed decision.

Unfortunately, based on my experience, I have found the company’s handling of this matter to be lacking in empathy and fairness.