I know what I would do. I would just not accept them and let them be returned untouched by you to sender. I have no idea of the ramifications billing wise though.  

So, what does the tracking system say at this time?

I would contact Koodo store as well. And let them know you didn't receive your device and you have contacted Purolator about it.

koodo.webstore@koodomobile.com

Yes, if they ever arrive we are going to refuse delivery.  

The tracking shows - 

And it has never updated.  I have spoken to Purolator customer support multiple times and they just tell me there’s nothing they can do, that the packages will move soon.  They won’t allow us to redirect them (Koodo has to give them permission to do that and won’t), they won’t allow us to pick them up and so far they haven’t delivered them.  They also won’t allow us to get trace case numbers so that we can file a lost package claim.  

Koodo keeps asking me to reach out to Purolator and to forward them the messages and then asks me to wait.  But they told me December 16th they were cancelling the orders and having them returned to their warehouse.  I have no idea if they have done this, but it wouldn’t take 12 days to ship, it normally arrives within 2. 

At this point we just want these phones returned to Koodo, we have purchased other phones from another company we have been using in the meantime.  But I have been paying for the phones we’ve never received since November 22.

We also want to leave Koodo and switch to another carrier, who hopefully can provide better customer service than we have received with Koodo.  Which is unfortunate because I have been with Koodo for 20 years and my kids have both been with Koodo since they got their first phones.  

I don’t know how to get a refund for phones we’ve never received.  Koodo said if we leave now, they’d charge us full price for the phones.  How do we avoid paying full price for phones we don’t have, but be able to walk away from them?

​@jenlynn 

This might be of assistance 

Commission for Complaints for Telecom-television Services | CCTS

I did try CCTS but they don’t handle cell carriers they said.  I reached out to CRTC but they don’t handle equipment issues.  
I did leave complaints with Better Business Bureau, just in case.

I have flagged a rep to help you out.

Hi ​@jenlynn 

We understand the inconvenience caused by this situation and we want to help as much as possible.

We have double checked with the Webstore team and the process in this case is to wait for Purolator to send the devices back to Koodo and once the devices are received, then the tab will be reversed.

You can request a call back through the virtual assist so a support team member can further review the options for you.

I just want to double check ​@Flo Koodo, that while waiting for those phones to go back to Koodo I can cancel my plan and change to another company and they will still reverse all charges I’ve paid for phones I have never had?

​@jenlynn 

Canceling the account/ porting out the numbers before the phones are returned, will trigger the tab pay off and the applicable tab bonus charges.

We recommend scheduling a call back through the virtual assist and speak with support team so they can further look into the situation.

Seems a few issues with Purolator shipping Koodo orders. Mine stuck in Mississauga with no updates for the past seven days.