Can't get any response to return my phone purchased online

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I ordered an Iphone SE 16 gb on Dec 6, after I placed the order I realized I could have purchased the Iphone SE with 64 gb for an additional $50 with the same tab.  I immediately sent an email but I sent it to webstore@koodomobile.com, not sure where I found that email but I did not receive an undelivered email nor did I receive a response.  I received the phone on Friday Dec 9, I tried to contact Koodo by telephone but waited on hold for nearly an hour and had other commitments and had to hang up.  I then went to a Kiosk thinking perhaps they could help me, and no they couldn’t.  After reading comments on this community forum, I realized I had emailed the wrong address.  So, I sent an email to koodo.webstore@koodomobile.com on Sun Dec 11, knowing it was a Sunday I didn’t expect to hear until Monday, however I did not.  I sent another email Monday and still have not had a response from Koodo!  I hope someone can help me, my order number is HFO16739364. 

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Dee

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Posted 2 years ago

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Ranjan, Official Rep

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Hi Dee - glad to hear that you got your order so quickly. Sorry to hear that we didn't get back to you quick enough to update it. The web store has been digging out of a backlog of orders from the Bright Friday/Cyber Monday weekend, which is the cause for delay in getting back to you. Also, the hours for the Koodo web store are Tuesday through Friday, 3pm to 9pm EST. That said, I'll forward this post to the right team to initiate the exchange process. We'll need to send out a return mailer envelope, you'll send back your phone, and once received, the replacement will be mailed back out. Hang tight and someone will reach out to help facilitate this for you.
(Edited)
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Jeff Pearson

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Ranjan,
I am in the same situation...I just found this help page through FAQ. My original HFO # 16736621 today is my cut off day. I tried to exchange the phone at a Koodo kiosk but could not get credit on my tab to exchange my phone. I have tried to I have not received a response via email and have not been able to reach anyone by phone. Ranjan  could you help me with this as well please. Situation is a little different I have an Iphone SE....I thought I would try it, but need to go back to a samsung.
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Ivan, Mobile Master

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As long as Koodo has a record of you initiating the return within the return period (such as the email that you sent to the webstore), you should be fine.
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Ranjan, Official Rep

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Hi Jeff - sorry to hear that you weren't able to reach someone. As Ivan mentioned, as long as we receive your request within the 15-day period, you're covered. I've flagged this with the web store team, they'll confirm receipt of your email, and send you a return mailer to send your phone back. Once we receive it, we'll process the return and reverse any payment/credits as applicable. Once that's done, you're free to purchase the phone you want, either online again, or in store.
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Barbara

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I have been trying to return a defective phone as well.  I went to a Koodo kiosk and they would not take and said because I bought on-line I have to return back to web store.  I was also told that the store extends the return phone date until January 15th due to holidays and that the pone purchase was a gift.  I am currently past my 15 days from the time of purchase but it was a gift and was not opened until then and it shot.  Please help me as well!  When I was in the mall, every phone provider Kiosk was loaded with customers and it does not surprise me the Koodo one was empty.  With service like this it does not surprise me at all!  Getting fed up!

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Dee

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Thank you!  I do understand it's that time of year and am trying to be patient.  On a positive note, I was very impressed at how fast the phone was delivered!  Hoping the return and repurchase will be as quick!  Thanks again!
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Jeff Pearson

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Ranjan,
I am in the same situation...I just found this help page through FAQ. My original HFO # 16736621 today is my cut off day. I tried to exchange the phone at a Koodo kiosk but could not get credit on my tab to exchange my phone. I have tried to I have not received a response via email and have not been able to reach anyone by phone. Ranjan  could you help me with this as well please. Situation is a little different I have an Iphone SE....I thought I would try it, but need to go back to a samsung.
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sherika green

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I ordered an iPhone de 16gb and receive it on nov 30. I have tried calling a sending several emails to get a label to return the phone so I have order the 64gb no one has answered or have I gotten an email back. I have until Thursday to return the phone. Can someone help me out? Order number: hfo16736531
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Ranjan, Official Rep

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Hey Sherika - I've flagged this with the web store team. You've contacted us within the 15 days, so all good. I'll get them to send out a return mailer so you can send the phone package back. Once we receive it, any pending refunds/credits will be applied and/or tab reversed and then you can purchase your new phone online or in-store.
(Edited)
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Ranjan, Official Rep

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@Jeff - I just got word this morning that the return mailer was sent out to you yesterday. You should receive that within a couple of business days. Once you get it, please send back the phone you purchased, along with all contents. Once received by us, the return will be processed and completed and then you're free to purchase your new phone, online or in-store.
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sherika green

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thank you
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Ryan

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Ranjan,

I got the same situation where I sent a return request on December 19th and I tried to call a few times during the Koodo webstore business hours. However,  I got no response so far. Could you please help me with the return process? My order number is: HFO16862615. Thanks.

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Ranjan, Official Rep

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Hey Ryan - so long as the request to return was submitted within 15 days, you're good. I'll forward this to the web store team to ensure it's on their radar, but once they get to your request in the queue, a return mailer will be sent to you and you can return the phone with all contents. Once received, all refunds/credits will be processed and you're free to purchase a new phone if you wish.
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Ryan

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Thanks, Ranjan. It seems I still didn't get any return mailer or response. An estimate time frame would be helpful.
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Ranjan, Official Rep

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Hi Ryan - likely a slight delay because of the holidays. Following up with the team to see if where in the queue this sits. Will share an update once I have one.
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Ranjan, Official Rep

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Ryan - just got word that a return mailer will be sent out to you today. You can expect it within 2-3 business days. Let us know if you need anything else.
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eyabern

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Hi!im on with the same situation too.Tried phoning lots of times during business hours to cancel the phone but no luck at all.Sent also some message through email but still no response.I don't have my phone yet but im planning to send it back and just retain the plan.My order number is HFO16879806.And why on the order email that they sent to me says 50prepaid card only but on the web when i ordered the plan and phone says $250 gift?
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Ranjan, Official Rep

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Hi there - looks like the order was shipped out to you on Wednesday and is en route. Your best bet at this point would be to not accept the delivery and it will get returned back to us. In the meantime, I'll flag this with the team and let them know that you're not interested in the phone any more. 
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eyabern

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Hello.Its me again! I followed your instruction to not accept the delivery,but the problem now they still charge me on my bill for that line..how i can fix that? And before that they put an extra $25 on my account for the refer a friend program because of that second line..who i need to talk to regarding this matter?Thanks for the help

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