Shipped to wrong address and now the phone has been returned to Koodo... Koodo webstore is not answering...

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  • Updated 10 months ago
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I updated my phone and plan to the new Pixel phone by google during the Black Friday sale. However, I wasn't able to change the shipping address and it was sent to the wrong address. Plus, I am unable to add an apartment number to my shipping address, which resulted in my package being sent back to Koodo. I have been charged for the new phone, but I am not getting any updates on what is going to happen now. It's been two weeks, and I am really disappointed in how Koodo is handling this situation. I love their phones and plans, but no one seems to be there to help me with this situation.  
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Bruno Ladouceur

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  • confused, anxious and disappointed

Posted 1 year ago

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Ivan, Mobile Master

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Have you contacted the Webstore team directly?
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Bruno Ladouceur

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I have contacted them multiple times through email and phone, but they never answered me. I provided them with all the information, phone number, reference number, etc. 
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Bernard, Official Rep

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Bruno, can you pls post your order number here and i'll have someone look into it. Not sure if the process of crediting back your has started yet and if not can we resend to the new address. Has that been updated online yet?
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Bruno Ladouceur

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Order number: HFO16723323
I am unable to update my address correctly online because it doesn't allow me to add an apartment number. 
If possible could you ship it to this address:
25 rue des pins #321

Or if it needs to be shipped to my billing address we just need to had the apartment number:
1439 rue Saint-Marc #5
Montreal (QC)

Thank you so much for your help. 
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David, Mobile Master

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@ Bruno, the new Canada Post addressing guidelines would suggest the following patterns of address entry, which *should* work with Koodo:

5-1234 rue Saint-Therese
Montreal, QC P0S COD
1234 rue Saint-Therese App 5
Montreal, QC P0S COD

Hope this helps for the future!
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Bruno Ladouceur

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Every time I tried it, the apartment number just disappears. It won't let me enter it manually.   
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Ranjan, Official Rep

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Hey Jerome - very odd that the system changed the unit number arbitrarily. I see the correct unit on your Koodo account, but indeed see Unit #1 on the order. 
I've flagged this with the web store team and instructed them to reship as soon as we get the phone back with the correct unit. Apologies for the delay, and hope to get this back out and into your hands within 2-3 business days of us receiving the phone.
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Doc Brew

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I ordered a new phone and it got shipped back. I think it went to the wrong address. I tried to update my address on the Koodo website but it kept changing back and saying invalid address. I sent an email and it got confirmed that they received the address change but to my knowledge no phone was delivered to my home as there was someone home all day. Please help.Why can't I just pick one up at a Koodo kiosk?
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Allan, Mobile Master

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Did you get an email confirmation that your phone has been shipped the second time around? As well have you already been charged for the phone? If so I would suggest contacting Koodo through facebook or on the phone if you would rather.
If the phone isn't being shipped and you haven't been charged then yes, you can go into a store to pick up your phone. Just remember that in store may have different deals than online so your phone may end up being cheaper or more expensive.
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Ranjan, Official Rep

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Hey Doc - I can help check on the status of this. Do you have your order number?
For web orders, the address needs to match what's on your account, for security reasons. Same reason why we can't ship to a store. With your order number I should be able to track down where the phone is, and figure out how to get it in your hands.

Alternatively, you can reach out to the webstore team:
Call us at 1-844 566-3697
Email us at
Hours: Tuesday to Friday from 3pm to 9pm EST
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Renesa Nizamee

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I ordered a phone yesterday and I tried to add my apartment number and it didn't let me add it. When I got the order confirmation today I saw the shipping address doesn't have my apartment number there. Can you please check the apartment number was added to the shipping address or now?

Order no: HFO18030428