Contacted the webstore through email over 3 days ago about my phone order and still haven't gotten a response

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  • Updated 2 months ago
So I ordered new Essential phones for my wife and I, and I got a shipping confirmation that it would be sent to Kelowna, B.C. right away, but it looked like they only fulfilled one of the orders.  I was worried that they forgot to ship the other phone or that they thought I accidentally double ordered by mistake, so I sent an email to them over 3 days ago to try to verify whether both phones were shipped, or whether we were only getting one.  Haven't heard anything from the webstore, and we really need to know whats going on because our current phones are pretty much on their last leg, and barely hold a charge so we need these new phones ASAP.  On top of that Canada Post has somehow messed up the shipping and the package seems to be stalled or lost in Calgary right now, when it should have been delivered yesterday.  It is easier to get in contact with Canada Post than it is with Koodo, which is pretty sad.  Does it usually take this long for the webstore to respond? Is there a better way to contact them?  Seems like very poor service if it takes a week to respond to an email inquiry.
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Scott Skura

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Posted 2 months ago

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Dinh, Mobile Master

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hi Scott,
How did you order the 2 phones? are you ordering 2 phones at the same time? You normally have a shipping confirmation which identify the order. If you ordered separately, it was likely a single phone shipment.

Regarding the reply from the webstore, they are having problem with orders from PM migration promotion, on the website they said "Heads up! Due to the high number of recent orders, your phone may take 10 business days or more to be processed. Sit tight! We're working as fast as we can." I would wait for them to respond for a few days, afe rthat you could call their webstore and ask.
(Edited)
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Scott Skura

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The online store made me order them separately (2 different order numbers), but I did order them at the same time.  That notice was not up on the website when I ordered (I made sure to check before I ordered to see if there would be any delays).  Just frustrating that they put that notice up after I order, and can't get back to me in a timely manner.  Guess I'll give them a call to see what's going on.