Wrong phone was delivered, no updates or accountability

Was the phone ordered on the Koodo page? If so, you can contact the Koodo Web Store directly by sending an email to koodo.webstore@koodomobile.com for further assistance.

I ordered from the store, but the store told me I can only fix this by calling customer service. I’ll try that email, thanks. 

Have you received any follow up emails regarding the order like if it has been shipped etc? As it’s possible that the investigation is taking too long and the device may have been sent out already.

If that is the case, you can return the device once you receive it. Once returned successfully, you can order another device. To return the device you would have to schedule a call with a rep. When on the call, you can discuss the possibility of crediting the charges as, like you said, this is not your mistake.

The webstore can help with orders done through the Koodo webstore but usually not with an order done by a rep, I doubt they can provide any extra information on the order. I would suggest scheduling another callback and ask for an update on the investigation. Support Homepage | Koodo Mobile 

If you order from The store they should give you the phone right then and there.

Did the store complete an online order for you? 

Was there a connection fee charged for the phone purchase?

Did you get an email confirmation? 

I believe the order that was made was a “Ship to Home” order. This can happen at a store whenever the device is out of stock. At least based on the description, that’s what it sounds like to me.

The rep can order the device through their own system, build the contract, and then the device is delivered to the home address of the customer in case you were not aware ​@Dennis. 🙂

When a rep does this it is not processed through the webstore. However, when done this way, connection fees do still apply (which I never understood as it’s essentially ordering online tbh but hey). 

Hi ​@Customer1987, our apologies for the delay on a resolution with this issue. We confirmed that your case has been escalated and our team should be in touch today with more information. 

Hi,

There’s a few people commenting so I’ll try and address everything here! Sorry in advance for the novel. 

We did go to the store to order, but the phone was shipped to  our house. It’s refurbished so I’m assuming that the store didn’t have a lot of those in stock, which is understandable. I first went to the store to fix it, they told me I had to call, the people on the phone said the the store needed to fix it, sort of implied that maybe Purolator stole the phone we ordered, and then told us all we had to do was wait 3-5 days for them to investigate then we’d get an update. 

Fun update time - after 7 days with no update, I spent two hours in the store last night again with Koodo customer service on the phone at the same time. There was a label on the box of the Pixel we were sent with the account info of the customer who was suppose to receive it, the manager searched that info, and there’s a note on their account saying they were shipped an iPhone 14 they didn’t want. 

I asked if we can just cancel the plan due to lack of product delivery and poor service, the answer I got was that I can do that but I’ll have to pay for the iPhone we never received. The manager at the store was great and tried to help get the ordered cancelled and send back the phone through the store. So far the only solution we have is that the store needs to (and did)  message a team regarding getting us a return label so we can send back the old one, then we can re-order the new one. So we’re still waiting :( 

Can’t stress enough how much I don’t recommend Koodo at this point, after 10+ years of being a loyal customer. I am not even that bugged that I was sent the wrong thing, I am annoyed that I have had to put so much energy into fixing their mistake. It’s clear what happened, I can understand that people make mistakes, but why am I still holding onto this phone a week later with no updates on when I’m supposed to get mine? 

I will say I got a call from Koodo yesterday saying I won’t be charged service & delivery fees for the last for the month the phone we didn’t get. I’d say thanks but that sort of seems like the bare minimum they can do given that I’ve given up two Friday nights to get this resolved and literally don’t have the phone. All because of a shipping error caused by them :) 

Nobody asked for an update, but if anyone can learn a lesson from my experience and give another company their hard-earned money and energy instead, I’m going to speak about all this. 

We’ve been sent a label to ship back the old phone and did that, but there are no updates yet on when exactly we’re supposed to get the phone we wanted.