Cell Phones

[x942]

I just bough an iPhone 4S on launch day and when I called in to check on return policy (in case I decided I didn't like it) I was told I can't return apple products! Why am I being told this while the website clearly states I have 14 days for ALL cell phones? Quoted here: "14 days of purchase for desktop and laptop computers, monitors, printers, camcorders, digital cameras, cellular and wireless devices, portable DVD players and air conditioners. " My receipt also says I have 14 days. Telus has told me I have 14 days. Why won't Futureshop take it back? (I am not mad just very confused; I haven't decided if I want to take it back yet and may very well keep it). I think FutureShop needs to make things clearer at time of purchase I wasn't told anything about no returns and if I had been I would have bought else where (direct from apple). Very disappointing.

[JS]

Hmm... Have you tried calling another store? Or have you asked to talk to a manager?

If this cannot be resolved in the store I will escalate this for you to Customer Service.

You can also contact our customer service department via email at service@futureshop.com or by phone 1-800-663-2275 so that we may address your concerns.

[mtrump]

I would appeal to the store manager.  You should be able to return the product.  

[hb]

Unfortunately it sounds like you spoke to a misinformed customer service agent (it happens). If you want to return it within 14 days of purchase, just bring it in to Future Shop and disregard what the person told you on the phone.

[ivanawinn]

Hi,

The same thing happened to me. I bought my iPhone 4S on launch date and 3 days later it started to malfunction. I wanted to initially exchange it but the sales associates (3 + 1 store manager) refused to acknowledge their 14 day return policy written on the invoice and contract, so I got so angry and demanded my carrier to intervene and got the store to refund my purchase. I then walked across the street and went to another store and repurchased another iPhone. I do not understand how sales reps could lie through their teeth and say that the return policy written on my contract was not their policy, and then come up with their version of their store's return policy but then fails to produce any sort of formal documentation to back it up.

[brob_cac]

Oh my god!  I just had the same experience.  

The associate who I bought my iPhone 4 off of said that if there was any problem I could return it to a telus store and they would ship it out, give me a replacement, get it sorted.  I called telus and they said quite bluntly "nope".  The home button started freezing on me, the ipod would shut off intermittentely - something was wrong with it.  It happens.  

Called the store many times, could not talk to a human being at any time.  

Called the 1800 customer service number, and he said that he could do nothing! 

I drove 1.5 hours back to the store to return the damned thing and they said that I couldn't!  So I freaked right out and told them I was leaving the phone there one way or another and they finally relented.  

Let me tell you, I lost it in the store.  Had I not lost it, I am convinced they would not have taken the thing back.  I bought the same phone off of Telus and have been assured by Telus that they will honor their word and I can bring the phone to any authorized telus dealer and they will send it away and give me a loaner, unlike the LIARS at Future Shop.  I will never, EVER shop there again for a single solitary thing.  SHAME ON YOU, FUTURE SHOP.  

SHAME ON ALL OF YOU AT FUTURE SHOP.  Even the person that I was dealing with at Telus said I was the third caller today with a similar story about Future Shop.  NEVER BUY A CELL PHONE FROM THEM! 

[brob_cac]

And yes, if you did purchase an iPhone from Future Shop and they get snippy about it, call your service provider directly right in front of them.  Telus warned me that I may have to do that, and it worked.  

Really, I have never in my entire life seen such a shabby outfit.  Good riddance Future Shop.  

[JS]

Hi brob_cac,

Thank you for your post to the Future Shop Community Forum. We appreciate your feedback and value your opinions.

We have forwarded your concern to our Customer Service department and they will be contacting you directly via email in regards to your concerns.

Please note that the Forum is not intended for customer service issues.

For future reference, if you have any concerns about your in-store or online customer experience at Future Shop, please contact our customer service department via email at service@futureshop.com or by phone 1-800-663-2275 so that we may address your concerns.

[brob_cac]

Thank you.  

I'll not hold my breath.  They were supposed to have gotten back to me already and they haven't.  Sounds like a familiar thing here.  

[x942]

Sorry for the late reply I was working. So I went back (and like others have said) the manager said there is NO return policy. I even printed off the policy from your website and the claimed they are independent and don't have to comply. Where can I file a complaint against this manager? This is complete crap. Not even 10 minutes after returning I was having my contract altered back to before the purchase and the staff member helping another customer buying an iPhone said and I quote "We offer 14 day buyer remorse..." Really? Maybe you should tell your manager that. FutureShop will not be receiving my money. At least not at this store.