Any customer service???

Since you ordered online on the Koodo page, I would suggest you to send an email directly to the Koodo Web Store at koodo.webstore@koodomobile.com.

That’s also been done..

Did you already speak with a rep? If you did and no progress has been made, I would suggest you to escalate your concern to the management team by filling out this form.

I have spoken with 9 reps. Thank you . I’ll escale.

Out of curiosity, is your address correct in your profile? Is Terrebonne a previous address?

Did you get a tracking number that shows it was sent to Terrebonne?  Was the package sent back to Koodo?

My address is correct in my profile, and I have never lived in Terrebonne.

My shipping confirmation also clearly shows the correct delivery address.

However, the tracking information indicates that the package was delivered in Terrebonne. It appears that both cities have a street with the same name and civic number, but they have completely different postal codes and are located more than 200 km apart.

Let me flag a rep for you.

What likely happened was the Webstore entered the address and likely selected the wrong autofill address that was a different city

Hi ​@Gombi 

Based on the previous notes from the Webstore team that you discussed with, the shipping details were correct (matching the address on your account), and there is an investigation in progress with the delivery company.

We have looked into it and we see that you asked for this to be escalated, so you should receive a call as soon as possible.

I will receive a phone call ‘Within 30 business days’ . Unacceptable 

​@Gombi with the investigation with the delivery company, Koodo is now relying on an outside party to see what is happening with this shipment. 

What are you asking for in the mean time?

Are you asking to order another device while this investigation occurs?

I should not have to wait another 30 business days for an investigation before receiving the item I paid for, especially when it has already been clearly demonstrated that the issue lies between the online store's warehouse and the shipping company. The investigation is only being initiated now after my post here, meaning I am being asked to wait an additional 30 business days for a problem that was not caused by me.

You have a valid argument and I totally agree.

Let me flag a rep again

 ​@Gombi 

We hear you and we understand that this is a frustrating situation.

The investigation for the order that was shipped to the wrong address may take indeed 30 days, however regarding the call from the escalation team that you requested, they should get in touch with your at their earliest availability. While we are unable to provide an estimated time from our end, you should receive the call within a few business days.