No response from webstore about LG G5 phone and plan order

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I ordered an LG G5 with a data plan last monday, the 28th of November. I have not received any information of my order. My order number ends in 235.

I have sent two emails, one to webstore@koodomobile.com which was the email provided on the confirmation page when I placed the order, and also to koodo.webstore@koodomobile.com which I found in some places on this message board. No response.

I have called 1-844-566-3697 twice, once at 6pm EST on thursday, once at 3:15pm EST today, but it just goes to voicemail telling me I am calling outside of business hours.

Is there any way I can get any indication as to whether or not my order went through, if my new phone has shipped, if you even have my new phone in stock, really any information would be appreciative.
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Jenifer Champagne

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Posted 2 years ago

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Ranjan, Official Rep

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Hi Jennifer - did you receive a confirmation email once your order was submitted? Unfortunately, I'm unable to pull up any info. based on your name and email address, and in order for me to check the status of your order, I'll need the full order number.

All that said, there is indeed a backlog of orders from the Bright Friday/Cyber Monday weekend that we're currently working through. It's extremely likely that everything was submitted correctly for your order and it's simply stuck in queue to be processed. This is also the reason for delayed response to your emails and the long wait time when calling in (sorry!) 

We have doubled our staff to help process the backlog and will be sending out an email in the next day or so to all customers impacted by this, acknowledging the situation and providing a high-level status on orders along with an ETA on shipping.
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Jenifer Champagne

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Hi Ranjan,

I received a confirmation email that said I would receive another email once the order was approved, but never received anything after that.

I wasn't sure if I should be posting the full order number here, but it is HFO16735235. The email I used for this site, and for the order are different, which is why you are not being able to find me with it.

I assumed it was backlog related, and I understand that having a person respond to inquiries means a person not fulfilling orders, but to be fair, there could at least be an autoresponder of some sort stating the backlog rather than people having to guess about it.
(Edited)
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Ranjan, Official Rep

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Order received today, on the $55/3GB plan. Order will be reviewed as per the typical process, to make sure everything checks out, and in approx. 3-5 business days you'll get an email confirming shipment along with tracking number. You're all set.
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C Treasure

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Thank you
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C Treasure

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I have read many notes re your backlog...I am hoping to get my phone before I go away on holidays plus, before my new billing cycle starts at TELUS (6 July)...I am getting very anxious and wishing I didnt place this order :(
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C Treasure

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I have read many notes re your backlog...I am hoping to get my phone before I go away on holidays plus, before my new billing cycle starts at TELUS (6 July)...I am getting very anxious and wishing I didnt place this order :(
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Ranjan, Official Rep

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Hi there - typical processing time for online orders is approx 3-5 business days. Since your order was placed on the 29th (last Thursday) and with today being a stat. holiday, it's technically only been 1 business day. I'll follow-up with the team tomorrow to see if I can get a better sense of timing for you, but nothing to be alarmed of at this point :)

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