Rogers Communications review: Rogers cutomer service review/ complaint

I am writing to express my frustration with the service I received regarding the return of my iPhone at the end of my two‑year lease.

My lease ended on May 5th, and I visited a Rogers store on 4th may. The representative there told me clearly that I could return the device the next day, May 5th, without any issue, because this is the last day I can return.

However, when I went to the Rogers corporate store on May 5th, the employee told me he could not help me because the “return option” was not appearing on his system. He also refused to guide me on how to reach a customer service representative and simply told me to call the general number. I spent 2–3 hours there with no support.

Since customer care closed at 7 p.m., I went to another Rogers booth around 7:26–7:30 p.m. That representative was helpful and connected me to customer care. The agent on the phone told me they would put a note on my profile and instructed me to call the next day (May 6th) to get a Waybill number to return my phone.

But when I called today, I was told that nothing could be done and that the return had to be completed yesterday—despite the fact that I followed the instructions given to me by Rogers staff.

This situation has caused unnecessary stress, wasted time, and conflicting information from multiple Rogers employees. I am requesting that Rogers honor the instructions given to me, review the notes on my profile, and allow me to return my device as originally promised.