I want to cancel an online order I made on Saturday. It has proven remarkably difficult.

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I purchased a phone on Saturday. Koodo said I would be receiving a second verification e-mail that I have yet to receive. I've decided that Koodo's webstore and services are clearly not very good, and I'd rather just buy in store. I've emailed the webstore team a few times, and have heard nothing back. I'd like to cancel my order, so that I can just pick it up in store, but so far I have yet to be able to contact anybody and there is no self-serve or account option. The store says I have no pending orders. This should not be this difficult. I have my order number, and I ordered an LG G4. 

So, mobile masters, what should I do to cancel my order now, and not between the hours of 3-9pm Tuesday-Friday.
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john osmun

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Posted 2 years ago

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Sophia, Mobile Master

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I'd just wait till you receive the phone and then send it back unopened. that might be easier than trying to cancel now, usually these things get processed internally and you probably won't be able to stop the process at this stage anyway :)
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john osmun

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That's ridiculous. I don't want to return the phone, and it hasn't shipped yet. I just want to cancel my order. Every single online retailer offers this option before shipping. I ordered on Saturday and haven't heard anything. 
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Sophia, Mobile Master

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I hear you... but sadly, this is how modern companies work nowadays. I recently made an order from a well known web store and SECONDS later I realized I had ordered the wrong version of what I wanted. I called them IMMEDIATELY and their answer? Sorry... you can't cancel anymore... the order goes straight to the warehouse and is already being processed. Just send it back when you receive it and exchange it for the right product.

Did you try calling Koodo directly? Click "Contact us" on the bottom of this page for their number and give them your order number.
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john osmun

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If I went to a koodo store could they then cancel the order and I could just pick up a new phone there? How is there no communication between the webstore and regular customer service, and how does koodo justify such absurd customer service hours. I can't even contact them through e-mail (still haven't heard back, three days later.) 

This is basic service. 
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AND, shipping back is free, if I'm not incorrect
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Mathieu, Mobile Master

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Since when do people get a 50$ bill credit for ordering online??
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Daniel, Employee

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Hey Matthieu! Currently  and for a limited time existing customer's get a $50 bill credit it they order through the webstore. The promotion is displayed on a banner on the device page for existing customers. Pretty cool, heh? 
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Mayumi, Mobile Master

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So, you have to log into self serve and go to "shop for phones" to see this deal?

The banner says (after you logged into self serve):
"Online Only! Upgrade on the Tab to any phone by June 25, 2016 and get a $50 bill credit!*"

Why not display this on the regular device page? And add the line like "Existing customers only!"
We always see "New customers or new activation only" for the bonus gift or some credit.
So, this "Existing customers only!" make us feeling good ;)  and many ppl might want to consider upgrade their phone :D 
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Shane Doyle

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Worst customer service ever.

Seriously - ignore emails, main number goes to voicemail - how can I leave a call-back number? I don't have a Cellphone!! Talk about the worst way you could possibly welcome a new customer.

How could a cell phone company only offer support through calling you back??

It's like your internet company only offering support through email. If I'm asking for support, it's because I can't access my internet or email.

This is ridiculous.