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Koodo return issues - wrong return label/ untraceable package


I returned my s7edge using the shipping label and return instruction provided by koodo. Koodo return instruction clearly mentioned to return the parcel using purolator so I dropped off the parcel at Staples (Courtenay, BC) on 27 th march which is purolator designated drop off . Before dropping off i took pictures of return label and i noticed the label said Canadapost instead purolator but since canadapost owns purolator I thought they may have some sort of an arrangement. However till this day my package is untraceable and neither purolator nor canadapost know the whereabouts of it . Spoke to a manager at purolator who sinply told me that she cant do much as the parcel never got scanned and hence they cant trace it and i should work out with canadapost to sort out this issue but canadapost refuses to even open a ticket since they never picked that parcel. I have also shot a mail explaining my situation to your webstore and even tried calling them today but they never picked up. Its a frustrating experience to ensure my return reaches to koodo back especially when they goofed up giving wrong info. I am attaching pictures of my return shipping label and koodo instructions for more clarity Please help.

29 replies

Userlevel 7
Badge +4
Have you asked at the Staples where you dropped it off?

Yes i did. But staples dont keep track on pick ups since they dont work for them and its just a drop off location
Userlevel 7
Badge +4
Did you call the webstore during it's opening hours? (Tuesday to Friday 3pm - 9pm EST)

Robert wrote:

Did you call the webstore during it's opening hours? (Tuesday to Friday 3pm - 9pm EST)

Yeahp tried callimg them all through their available hours yesterday but only got a busy signal.
Userlevel 7
Just a heads up we sent this in to our liaison and they will look into it. Be patient.
Thank you
I have been calling up webstore all day but busy tone as usual. No replies on email as well. Whats happening folks ? I am super anxious amd confused as to how koodo is handling this situation .
Userlevel 7
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

Patience may require more than just 11hrs. If it makes you feel any better, some of the top people in Koodo management are aware of your situation and are looking into what's happened. When there is any news to share rest assured they will share.
Userlevel 7
Badge +4
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

It can take a day or so for an unscanned package to show up somewhere.
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

Chad Burr I dont mind the patience. But the very fact that my return window is till 11th April and on top of that wesbtore was suppose to send me another replacement which never happened. The only way to know whats happening with my return and and the new unit which i am suppose to receive is by communicating with an agent . Webstore works 5 days a week and I have been trying to connect with them from past 2 days with no response on call or email what am I suppose to do ? A simple call saying they are looking into my situation and I shouldnt worry about the return period will put my anxiousness to rest. Is that too much to ask for especially when the goof up is from koodo's side ?
The only real response I have received is from you and I appreciate you help but koodo needs to do better than this especially when $ 1000 is at stake.
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

https://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber?trackingNumber=2002237986699283&LOCALE=en
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

Meshmashh thanks a lot. What a sigh of relief !
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

Not a problem!
Userlevel 7
Tushar Nayyer wrote:

I have been calling up webstore all day but busy tone as usual. No replies on email as well. What...

Well at least we know where it is now!
There may be some bug going on with Canada Post. Their tracking rates aren't always fresh
Aaron Kim wrote:

There may be some bug going on with Canada Post. Their tracking rates aren't always fresh

Canada Posts tracking is the worse, I ordered a phone from koodo store my phone stopped moving threw there system or so it appeared .. it was here the next day over the next few days I checked the tracking it was updated after 2 days.
Userlevel 6
Its good to know that everything is figured out 🙂
Well not exactly everything. They still have not shipped me replacement unit and the webstore simply doesnt pick up phone calls or even reply on email. Idk really whats going on
Userlevel 7
Badge +4
In order for them to ship the replacement unit, they need to process the received item before, right?
Not necessary. I got my first replacement ,without sending my original phone in.
Userlevel 6
Tushar Nayyer wrote:

Not necessary. I got my first replacement ,without sending my original phone in.

When I called the webstore two days ago, they mentioned that they are out-of-stock of the S7 Edge and there should be some coming in early next week. Hopefully, there's enough for all the orders
Tushar Nayyer wrote:

Not necessary. I got my first replacement ,without sending my original phone in.

They dont even pick up.my calls or respond to email and this been happening for past 3 days. I wonder how did you managed to connect with them.
Userlevel 6
Tushar Nayyer wrote:

Not necessary. I got my first replacement ,without sending my original phone in.

They operate at specific times of the day. When I called them it was around 5PM MST. I'm not sure why you are having issues calling the Webstore but just be patient. I think one time I was on for 15 minutes before I got someone on the line.
Tushar Nayyer wrote:

Not necessary. I got my first replacement ,without sending my original phone in.

I am aware about that i called them between 3 to 9 EST time.l which is between 12 to 5 pm pacific time which I am in
Userlevel 6
Tushar Nayyer wrote:

Not necessary. I got my first replacement ,without sending my original phone in.

I understand your frustration. I am still waiting for my S7 Edge which I should of had 4 weeks ago but I accidentally bought the S7 and didn't get my confirmation email because of a wrong email in my account. So I had to return the S7, wait for it to be received, and they gave me a go-ahead to buy the S7 Edge. So hopefully we can get our phones by end of next week. 

I literally have accessories ready and I'm so eager to have it. If you don't mind me asking, what happened to your S7 Edge?

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