ComplaintsforCell Geeks

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 29, 2024, I drove 2 hrs. and 30 min to Hobbs, NM to visit family. I unfortunately had broken the current cell phone I had and needed to purchase one right away before traveling back on the road with my small children. Between 10 a.m. and 12 p.m., I arrived at Cell Geeks to purchase a new phone. No longer than 10 minutes upon arrival, I found the cell phone I wanted along with 3 different cell phone cases and proceeded with the transaction process. The cell phone I had chosen was model iPhone XS Max and I was told the price would be $550 for the phone alone, after purchasing all of my items the total cost came up to $630.26 and I used my credit/debit card to pay. After purchasing my items, a receipt was printed out for the items I had just bought, (so I thought) and the cahier asked if I wanted him to transfer my cell information to my new phone, the weather was supposed to get bad, so I declined to get a head start on the road. He then wrote my cell number on a sticky note with the price of the phone and his initials. I was then told if the phone had any issues within 30 days of purchase, I could bring it back and they will fix the issue free of charge, I verbal expressed I understood and left for home. After 3 weeks of my purchase, I noticed the phone would not charge anymore, I called and told them my issue, they said to bring it back and they will fix it. This issue happened 4 consecutive times, from the first day of purchase on May 29th to July 25, and each time I would have to drive 2 hrs. and 30 min for them to exchange it for a new phone, but it would be same model and also the give me the same exact problem with it charging. I even asked for a different model that was the same price and I was told no. After the 4th time I realized that they have fraudulently sold me a phone that they knew I could not use, and I had scammed me out of $630. After my realization, I had to go to a different cell phone store and purchase a new one (cost $450).

  Business response

  09/19/2024

  Dear ********,
  
  This is with reference to your email, The lady came to our store and bought an  iPhone XSmax on 05.29.24. We have a 30 days replacement policy on our phones in case of any technical problem. That's why, whenever the lady came we changed the phone. She always came to the store to get a refund, but since we do not have a refund policy, we exchanged the phone with a same model phone. Later on we checked the phones too, and none of the phones had the problem she specified. 
  
  We replaced the phones on 3 occasions, and when she came in with the phone on the third instance, we specifically told her that these phones had no issue but still if she wants we will replace the phone again and also told her if she still find any problem we will be here to help her without any delay but no refund.
  
  The last phone she brought in with a complaint that it's not charging, but when we started it charging in the store that was perfectly fine. The only intention was to get a refund which is not our store policy.
  This is to bring in your kind notice that you can visit our store and see that We sell Brand new devices or A+ devices in our store, no refurbished devices are sold in the store.
   
  
  Thanks and regards,
  
  CELL GEEKS

  Customer response

  09/25/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Because the response given is not the truth. I did not go in to the establishment with any intent of a refund. As explained in my previous complaint I went in to get help with the phones not keeping a charge after 30 days and also asked to exchange for the iPhone 11 because it was the same price and was told no. When they noticed the phone were not charger in the store, I was given an exchange of the same iPhone XS Max.  By the third exchange I started to have the same issue after 30 days, I returned to Cell Geeks and then asked for a refund because every cell phone that I was exchanged had the same issue as the one I initially purchased. I was then told that it was not their problem. I feel that it was very unjust for them to sale me a cell phone knowing that it was not a good product. I would like a full refund due to me not being able to use the phones.
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/12/2024

   This is with reference to the email, first of all sorry for late reply as I was on vacations.

  The fact of matter is that the customer herself is accepting that she got problems right after 30 days of exchange of cell phone. When she came 3rd time in store her phone had no problem, and it was charging well. she wanted to exchange with upgraded version of iPhone 11without paying anything, when refused by store to give her upgraded phone then she started asking for refund. The refund is not store policy and after exchanging 3 phones for sure she was again demanding for exchange with another upgraded model of phone without any problem in her old XSmax phone. We were ready to exchange her phone with same XSmax model but she didn't accept and left store. 

  You can check reviews about XSmax phone on google, Its not a defective model. We are still ready to exchange same model, but we cannot refund. We cannot exchange with any upgraded model without paying difference.

   

  thanks & regards

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