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30 Reviews & Complaints

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Not Even a Customer Yet and Already Sour Taste
Posted by Noneof69 on 05/29/2012
FLORIDA -- I was looking online to upgrade a line on my T Mobile account. I tried to do it through Wirefly but their ordering process is confusing and wanted me to upgrade my plan, not happening. Contacted their online "customer service" and was told I had to call their billing dept. What? customer service couldn't even answer a basic question about their ordering process. Going to take my business elsewhere!
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Posted by Alain on 2012-05-30:
Their lack of qualified service killed their sale. Good for you for taking your business elsewhere!
Posted by Wirefly_Kim on 2012-05-31:
Hi Noneof69,
I work at Wirelfy's HQ, and I am very concerned by your experience. What you describe does not sound right, as we do not refer customers to our billing department, and I would like to review your order and see what happened and resolve this for you. If you would please email me your order number and contact information to onlinesupport@wirefly.com, I will be happy to have a customer service manager review your order and reach out to you to assist with resolving your issue. I look forward to hearing from you soon.
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Deceptive Business Practice cost me $550
Posted by Robsmithftlauderdale123 on 04/26/2012
FT. LAUD, FLORIDA -- December, 2011

I ordered 2 Samsung Galaxy 4G Touch phones for Sprint and opted in for the MDPA Gold Device Protection on both phones - billed monthly at $6.99.

Wirefly billed me the $6.99 X2 on my original invoice along with the phones and activation fees so I thought I now had insurance from Sprint and would be paying the $6.99 X2 monthly from then on.

A couple months later after blindly just paying my bills (I won't do that again) 1 of my phones were stolen so I call MDPA Insurance and they tell me I don't have insurance anymore and that I only had it for the 1st month! After some arguing on the phone I was left with no resolve.

I needed a phone for an upcoming trip the next day so I had to buy another phone from Sprint for $550!

WORST INSURANCE PLAN EVER! Wirefly is VERY DECEIVING with the whole process. After reading the "fineprint" it seemed that I had to RE-APPLY within 30 days after paying the initial $6.99 for the 1st month or the insurance is dropped. Thus MDPA closed my account after that initial payment.

MDPA is a worthless insurance to start. They don't cover ANYTHING!

They basically billed me for the 1st month (whos phone would ever have an issue in the 1st month?) and then dropped my plan with their deceptive practices! Someone should file a class action. I wonder how many people have this same issue with them?

Get proper insurance from the actual carriers. Sprints insurance covers ANYTHING AND EVERYTHING NO MATTER WHAT.

Hopefully this post will help others not be deceived like I was.

- Robert
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Wirefly Took Advantage of Me!
Posted by Robertleemackay on 04/11/2012
RESTON, VIRGINIA -- In July of 2010, I placed an order online for a new phone through Wirefly, for a T-Mobile phone. I received the phone, and although it was originally purchased with an individual plan, decided that I wanted to move the phone onto an existing family plan that I had on another account (the family rate plan was MUCH higher than the individual rate plan).

I did not think that would be an issue, and T-Mobile was more than happy to do the move for me. Then, towards the end of 2010, I received a letter in the mail saying that I owed $300 to Wirefly, the T-Mobile dealer, for changing my contract. I called and tried to get it resolved, and was given the impression by them that it had been. However, a few days ago I received a collections notice from NCO Financial, a 3rd party collections company working with Wirefly, notifying me that I owed $300 and that my credit score would be damaged if I did not pay that amount.

I was blown away!!! I had absolutely NO IDEA that purchasing a phone online through Wirefly would LOCK ME IN to my rate plan for SIX MONTHS!!! (which I have now been informed by Wirefly). They claim that I agreed to it, but I remember no such thing!! There was NO clear disclosure that I would be charged this much money simply from changing my rate plan. I feel like I was tricked by them.

It is UNCONSCIONABLE that they would do something like this without informing their customers-to-be that they are locked into a rate plan like this!!! I cannot believe that a company would be so dishonest and underhanded!!! I feel like I have been scammed!!!
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Posted by Cwazychicken on 2012-04-12:
When you sign a contract online or in person, be clear to read every single detail because it probably was listed somewhere.
Posted by Dukemom on 2012-04-12:
Unless you pay full retail for a phone, buying a new one almost always means an extension of your contract.
Posted by dan gordon on 2012-04-12:
when you buy a phone from a dealer that is not the actual 'company' they have a cancellation policy in addition to what the cell phone provider's penalty is so you have a double contract. Very common in the industry.
Posted by wirefly_kim on 2012-04-16:
Hi robertleemackay,
I am sorry that you are unhappy with our terms of purchase. We require all of our customers to agree to our purchase terms before we submit the order, and online there is a check box you must select before the order can be submitted where this is all clearly stated for you. You can read our purchase terms here: www.wirefly.com/purchaseterms/.

Upon reading the notes on your order, the instant saving discount that you are disputing is valid. We have verified your order with the carrier and even though this charge is from a while ago, it is valid, due to the fact that shortly after you received the phone and activated it from us, you moved it to a different account than the one we activated. This is a clear violation of our purchase terms.

If you have any further questions about our terms of purchase, you can call us at 866-852-3216 or you can email us directly at onlinesupport@wirefly.com and we will be happy to discuss them with you.

Posted by Anonymous on 2012-05-30:
sorry to hear your story, and you are not alone.
your credit has been damaged by the fact the collection agency is after you for that bill. i got mine just two months ago. my story was similar to yours.
it is better to deal with the carrier directly.
Posted by lexophiliac on 2012-05-30:
Posted by wirefly_spam_victim on 2012-06-02:
you should trust wirefly_kim and contact onlinesupport@wirefly.com. It is better to have this bill paid to Wirefly instead of NCO Financial which will damage your credit.

I know you may not agree Wirefly policy but if it is a written contact which you may not read carefully, then it is better to have this $300 paid and move on.
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Their misrepresentation cost me $$$$
Posted by Yourgaelness on 03/26/2012
RESTON, CALIFORNIA -- I ordered 3 phones on Wirefly. I have 3 issues that are unresolved even after sending an email and speaking with a supervisor.

1. I signed up for unlimited texting but whatever they sent to Verizon said 1000 minutes. I was charged $127 in overage fees my first month.

2. all three phones on the Wirefly site were listed as "free activation" but Verizon billed me $35 per line. Verizon said I need to go through Wirefly. Wirefly first said they don't offer free activation, but another representative said they used to. now they have a $35 prepaid Visa card for each eligible line. robert at Wirefly said he could see that when I signed up they did have the free activation in place but that Verizon is responsible for that. he said Wirefly doesn't just offer things like that to get customers. so I asked who isoffering or paying for the giftcards they now give and he said Wirefly. this one cost me $105. I placed my order through "alvin" using the chat window. I copy and pasted the conversation into an email and sent it to myself. alvin clearly answered "yes, activation is free" on the chat.

3. I wanted a good phone for my daughter, but didn't need a data package. alvin directed me to the LG enlighten. I bought it. I signed up for the data plan on the other two phones, but not hers. turned out it does require a data plan, so what they sent to Verizon had her signed up for the corporate package, at $45 per month, $15 more than the regular package. I was able to change that to a $30 package which I am locked in to for 2 years. $45 the first month, $30 for 23 months.

in total I am out over $900 due to wireflys errors.

i got nowhere with 2 phone calls, an email, and another call to a supervisor.

i still have the copy of my conversation with alvin in the chat window.
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Posted by ok4now on 2012-03-27:
You have to be very careful with Wirefly and read the fine print. Their pricing is excellent but you could have issues. From reading your post it appears that the problem lies between Wirefly and Verizon. Rather than fix it it's much easier to dump it on you and send you a big bill. Try contacting Verizon customer service and ask for a supervisor to resolve this.
Posted by Wirefly on 2012-03-29:
Hi yourgaelness,
I work at Wirefly’s HQ, and I am concerned by your post. We have found your order number and have reviewed your order in great detail. One of our customer service supervisors has also been trying to reach you, so that we can discuss your order issues with you.
I am sorry that you feel that our free activation information was not clearly explained to you on our storefront. Clicking on the link regarding free activation next to the phone, shows that this is an offer sponsored by the carrier, and that the carrier would assess the activation fee on your first bill, but credit the fee back on your 2nd or 3rd bill. We do try to make sure that our customers have this information at the time that they place the order with us, as we are constantly updating our prices and offers on our storefront. When you placed your order we were offering free activation through the carrier, for which our system does show you as being eligible.
Upon reviewing your order, we learned that you had placed the order online, and that shortly afterwards, you contacted us and chatted with one of our representatives. Our representative reviewed your order, and confirmed that you had the plan that you selected.
We have also confirmed that our website does show the data plan requirement for the LG Enlighten. The statement where Verizon Wireless requires that you maintain a Data Pak feature for as long as you sue the device is prominently displayed in bold type on the shopping cart page.
Again, we would like the opportunity to discuss this with you, and address all of your concerns. Please contact us at onlinesupport@wirefly.com with the best time and phone number that you can be reached at, so that we can call you to review and discuss this order with you. We look forward to hearing from you soon.
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Worst Customer Service Ever
Posted by Prodgers74 on 04/13/2011
I was supposed to get a $25 credit due to a promotion that took place 2 days after I purchase my Thunderbolt. The initial supervisor told me it would take 24 hrs to be credited to my account. 24 hrs go by and nothing. The next supervisor told me the same thing and still nothing 24 hrs later. The next supervisor (Cecille) told me it needed to be handled by their finance department and that would take up to 14 days. 13 days later I called and talked to supervisor Lissa who assured me the credit would be there the next day. 24 hrs later, that’s right, still nothing. I waited and extra couple of days and still nothing. The NEXT supervisor(Sean) tells me he is going to “escalate” the account in order to get it resolved and I could be sure to hear back from him 5 hrs later. Guess what, 5hrs later and still nothing. By the way, every supervisor after the first said they would call me and never did. So when I call back and ask for Sean he is “unavailable” and I have to explain the situation AGAIN TO YET ANOTHER SUPERVISOR. This time supervisor Benjamin assures me that it should only take another 12 to 24 hrs to finally resolve this and that he will call me. When I ask him if he will be there the next day so I can speak to him if(when) my account is not credited, he says he doesn't want to give me that information. What CUSTOMER SERVICE MANAGER who is ACTUALLY TRYING TO HELP A CUSTOMER doesn't say something like ‘yes I will be here so be sure to ask for me so we can resolve this for you’ or ‘no I will not but I will be here the next day if you’d like to call me then’.

Obviously the goal is to give the customer the run around, get them off the phone, and hope you never have to deal with them again. Hence the reason I talked to 6 DIFFERENT MANAGERS. ABSOLUTELY THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. By the way, its been 12hrs so far and still nothing from Benjamin. I won’t hold my breath.
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Posted by Anonymous on 2011-04-13:
Granted, the promotion was "after" you signed up, and therefore technically they don't owe you squat...but since they did offer to give you a credit, then they need to hold up their end of the bargain. Very valid complaint!
Posted by Wirefly_Kim on 2011-04-13:
I am very sorry to hear that you have had this experience with us. We have reviewed your order and we have made the credit adjustment on your order. I can assure you that we will make sure that all the contacts you have had with us, will be reviewed and appropriate coaching will be given to the agents and managers.

If you have any other problems that we can assist you with, please contact us at onlinesupport@wirefly.com.
Posted by Kurizumaru on 2011-04-13:
So, did it work?
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Thank You
Posted by Bamalover on 12/29/2010
For holiday gifts I bought 2 Sidekicks from Wirefly on Ebay for $50. These are great that you don't need data plan just talk and text. Fast and free shipping in time for Xmas.

Thanks and I highly recommend!
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Unhappy with Wirefly!
Posted by Pentachoron on 11/27/2010
Wirefly is a cellular telephone and service website. The attraction is their seemingly fantastic prices. HOWEVER...

When I was attempting to check out with my order yesterday, I noticed that the service plan I had selected was NOT the one that ended up in my shopping cart. What did end up there was the highest priced service plan they offer. So I emptied my cart and started over. At checkout, once again the highest priced service plan was in my shopping cart. I noticed a link that allowed me to modify the plan from the shopping cart, so I fixed it and moved along.

I would chalk this up to a simple programming error, but when the mistake puts the highest price option on your plate, I begin to get a little suspicious.

I had a coupon code for a free bluetooth headset, which I entered, and the item appeared in my shopping cart as a $0 item throughout checkout. However, it was missing in the confirmation e-mail, and then missing when I went online to check my order. Of course, this is AFTER my order went through and my account charged.

I received an e-mail last night, from Wirefly, stating they needed me to call in to provide some additional information. So, I called.

I waited 30 minutes for someone to answer the phone. The connection was so bad I was certain the guy was on Mars, standing on a mountain, trying to hit the nearest cell tower on Earth. The hold music sounded fine, so I know it wasn't my end.

After nearly impossible communication with him cutting in and out, he put me on hold for 5 minutes, returned, apologized for making me hold, and then, when the resolution was in sight, we were disconnected!

By that point I was fairly hot under the collar, so I decided not to call back until today.

This morning I called. I sat on hold for exactly 1 hour before hanging up. The recording said something about transferring my call, over and over again. It came on every couple of minutes, so I'm sort of surprised I don't have it memorized... but when you're mad, memory is affected, and I was mad.

I waited until early evening to try again. I called, and waited. While I was waiting I decided to check the link I was sent in e-mail for checking on my order. It said nothing about what the problem was, but there were two interesting things.

The first was the customer support hours. I was THRILLED to see that they don't start until 12pm on Saturday. I guess that's why it took an hour to transfer my call. I called at 9am. If only I'd waited those two additional hours beyond the one I did, I probably would have been first in line. It was nice of them to not have a recording stating they were closed and what their hours are.

The second thing I noticed was a customer support chat option, the first I'd seen anywhere on the site. I clicked it, waited, saw line after line telling me the next available agent would help me... until it got to the line about having network problems, it disconnected me.

So, I tried it again. After about 15 mintues someone finally responded and I got the problem cleared up (pending carrier approval of change... that could come back to bite me).

Why they couldn't, right from the start, just call ME to clear up the problem is beyond me. Perhaps calling customers would just cost too much. Apparently they don't have one of those UNLIMITED CALLING service plans like the one they tried to foist on me.
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Posted by Lifemates on 2010-11-28:
Kind of weird that they did not have a recording saying they were out of hours. With today's phone customer support experiences I would not be surprised if they have people waiting for hours when there is no one even around to pick up the calls.
Posted by Anonymous on 2010-11-28:
lol you are probably right, life. Sounds like they have a pretty lousy CS dept. Good luck getting this all straightened out!
Posted by pentachoron on 2010-11-28:
This just gets more frustrating. I've decided to cancel my order. Walmart has better deals on the service plans and the phone I want is $50 more than what Wirefly is asking but I'll more than make that up with the service, so it's best to bite the bullet ahead of time.

So, to cancel my order I checked the website, and they have NO CUSTOMER SERVICE ON SUNDAY DESPITE THE FACT THAT THEIR SERVICE IS PROVIDED FROM INDIA! So, I can't get through on the online chat, or the phone, so I sent an e-mail. Maybe someone will get it... but I suppose they'll probably "miss" it and finish processing my order.

The thing I find utterly amazing is the concept of not having customer service available just two days after Black Friday. Their services were so inundated the last two days that they couldn't respond in any way that didn't involve extremely long waits, and now they just let everyone take the day off. I would fire myself if I made that policy. I think it's the most idiotic business decision I have seen in a while.

So, while their few customer service reps are lounging around today, hundreds, possibly thousands, of pissed off customers are going to whip themselves up into a frenzy and tear the company to shreds on the Internet. The chatter is getting very negative, and I believe it's going to cost Wirefly dearly this season, and possibly in seasons to come.
Posted by pentachoron on 2010-11-28:
Update: I received a timely response to my e-mail request to cancel my order. The e-mail stated my account would be credited within 24 hours.

Posted by Anonymous on 2010-11-28:
Hopefully they will refund you in a timely manner, and the full amount!
Posted by pentachoron on 2010-11-29:
24 hours... no refund yet.
Posted by pentachoron on 2010-11-30:
The refund hit my account overnight... whew!
Posted by pentachoron on 2010-11-30:
Yea... correction... the transaction is STILL PENDING AFTER 48 HOURS!!!

My bank sent my balance to me via e-mail this morning and it appeared as if the money was back in my account, but I just checked my account and it says the transaction is still pending.

Posted by Anonymous on 2010-11-30:
It is headed in the right direction Pentachoron. Patience, patience :)
Posted by pentachoron on 2010-12-01:
Okay, now the money is definitely back in my account. It occurred overnight.

To be fair I must assume that Wirefly reversed the charge within the 24 hour period they said they would and the extra 24 hours was due to the bank or some process in between. Regardless, the amount of time was not unreasonable so I have no complaint about how long it took.

But they did have me worried there.
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They are thieves
Posted by Pak1 on 11/18/2010
They have the worst customer service. I will never do business with them. Run away as far as possible.
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Posted by Alain on 2010-11-19:
Needs some more information.
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Avoid Them!
Posted by David123456789 on 10/08/2010
Went to order and their unfriendly website, had every option checked to jack up my calling plan, add options, etc. They obviously aren't totally legit. Beware giving them your credit card, especially for a supposed free phone!!
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Posted by Alain on 2010-10-09:
It's not uncommon for companies to have options all ready checked when they offer you a plan. It's up to you to be vigilant and uncheck them. This company does seem to have problems, though, so your advice not to use them sounds good to me.
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Great prices, horrid customer service
Posted by Jimigfl on 10/02/2010
I recently ordered 2 phones as part of an upgrade on my family plan. 1 phone was for me, the other for my daughter living at college. The website doesn't allow shipping to multiple addresses, but I didn't see this as a problem because I thought we'd have to bring the phone to the local Verizon store for activation. AFTER the order was placed I discovered the new phones are automatically activated within 24 hours of delivery (even if the delivery isn't signed for- despite the fact the website says a signature is required, it isn't). This posed a problem for my daughter since she wouldn't receive her phone for at least 24 and possibly 48 hours after the package arrived at my house. Using the online chat feature, I tried to have the activation on her phone postponed for 48 hours. I was repeatedly told no, until I threatened to post negative reviews on every website I could. Suddenly, I told told that the activation would be delayed for 48 hours. I even received an email to that effect.

But the email was a lie. Not only were the phones not turned on after 48 hours, they were turned on 8.5 hours after they were delivered. I called customer service. After 30 minutes I was told that my daughters old phone would be reactivated (of course, I was told to call her to tell her this, which was difficult since they had shut off the old one and she hadn't received the new one yet).

The next day I was given a phone number to relay to my daughter. I was told she should call that to activate her phone. When she did that, she was told she needed to call yet another number from a landline in order to activate her phone!

She will take the phone to the Verizon store near her college and hope that she can activate the phone.

Overall, this experience has made me immensely unhappy.
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Posted by Alain on 2010-10-03:
It doesn't seem very friendly for a "Family Plan", does it?
Posted by PepperElf on 2010-10-03:
so you have her phone now, and it's active...

you can still mail it yes? i mean pull the battery out first, and perhaps send it "signature required" just in case?
Posted by Wirefly_Kim on 2010-10-04:
I work at Wirefly's HQ, and what you described is not a normal experience for our customers to have. I would like to review your order and see what can do to resolve this issue for you. Can you please email your order number to onlinesupport@wirefly.com, and I will gladly review your order and see what we can do to resolve this issue for you ASAP. I look forward to hearing from you soon and working with you to address your concerns.
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