I ordered a brand new Samsung Galaxy S7 Edge from the website and when it arrived it had a crack in the screen. I contacted customer service and they didn't get back to me for over a month even though I emailed them three times and phoned them. When they finally got back to me they told me they would not be replacing it. They said they tried to phone me but they never made an attempt to leave me a message or phone me back. I call BS on that one.
The only other customer service experience I've had with Koodo: They sent my old phone in for a repair, lost my battery then told me too bad...
So fed up with this company, I will be telling anyone who wants to know what kind of horrible customer service Koodo has and I will definitely never recommend anyone that I like to Koodo.