We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mobile Phone Service

OSL Retail Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for OSL Retail Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

OSL Retail Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:21/11/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      OLS cell phone provider in ********. When attempting to make a purchase was faced with the classic **** *** ******. Agent and signage showed a gift card of $300 when upgrading phone. Agent told advised my prior bill needed to be paid for the transaction to go through. I had an agreement to pay my bill by Nov. 29th but paid on Nov. 20 while at the OSL location in order to receive the $300 in GC. Bill was paid and agent put through the sale, new contracts were signed and then I was advised 'I guess the Gift certificates are no longer available, and I can only give you $150." Agent who was a manager (***** ********) advised that although she did tell me just before the transaction that it was a $300 GC for a upgrade that the system can change at any minute to change the sales. I paid my bill early in good faith based on the sale I was told and now am in financial hardship due to the store not honoring the sale they not only had posted but verbally confirmed with me moments before it was put through.

    • Initial Complaint

      Date:24/10/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My daughter wanted a new ***** ******. June 5th, I had her check in Fort Wayne ***** **** ******** She said that an OSL rep told her $4.58/month for the ****** ***. Great price, so I had her buy two for us both .They told her that **** will credit the $19.84 per phone after we make first payment. We paid about $70/phone activation fee and taxes to ****. **** order ID **********. I made the 1st payment at full price. I got the 2nd bill for same amount. I then went to the ***** **** ******* and talked with Zade (OSL rep). He said "Don't worry" sometimes it takes 2-3 payments to get the credits form ****. He called his OSL boss Kamil she assured me we would get the credits from ****. He gave me her cell number, and said, if you don't get credits she will take care of it. I texted her, and she checked with **** and the credits will come after 2 to 3 payments because **** wants to know you will pay for the phone. She said to text her. I texted her again and again, and there were so many excuses. So I waited. Then, she said there was a problem with a new inexperienced **** rep. I gave it more time, without being a pest or pushy. She didn’t answer my texts. Her cell is ************. So I then got a hold of Amela and Taylor M.. Amelas# **************. After much talking and texting, said that they never should of sold it for $4.58 for those phones. She then also had a PTO emergency day and asked for time, saying shell get back to me. She never did. Then after emailing OSL customer service, she texted and said its “escalated the tower” at ****. So we should hear very soon. That $4.58 a month SALE price was on for about a month at ******* *********. Several people must have gotten their promised **** credits of -$19.84 per phone per month. I've gotten 5 bills from **** and we are still paying $24.14 each for our 2 *******. All we want is for **** give us the original deal that we were promised for the $4.58 per month, per phone. ** **** **** ******* *** ********

      Customer Answer

      Date: 27/11/2024

      I managed to get this issue partially resolved through ****.  If they get me the credits they said they were gonna give to me then it will be resolved,  So far they paid us $200.00 in credits. Next Month I will know better as My statement should reflect the $39.40 in Monthly Credits. **** said I need to wait a month or so, to get the monthly credits on our statement

    • Initial Complaint

      Date:17/10/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was solicited by an OSL employee in *******. Was repeatedly told could trade in older model ****** for ****** ** at no additional charge so long as I trade it in at ******* store. Shame on me but I was repeatedly assured of this. Ended up taking to the phone to ******* where I was informed I had been signed up for a 36 month contract with a total charge of $649. I was never presented a contract or provided any consent or signature agreeing to this. Immediately returned to ******* to return was refused a refund. Told to contact OSL, they do not answer the phone even. ***** ** ***** **** ** *** **********.

    • Initial Complaint

      Date:27/01/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: November 10, 2024 At *** **** Store - * ****** *** ******* ** ***** I was told by and OSL phone rep I could make a free upgrade from an ****** ** to an iphone 15 with no change to my ******* plan. It is now costing me $21.46 a month for 36 months = $772.56 I have asked for a resolution through OSL with no success.

      Business Response

      Date: 09/02/2024

      Good morning, 

      I hope this email finds you well. 

      I am writing in response to the complaint filed against OSL Retail Services by ****** ****** on January 27, 2024. We take all customer feedback seriously and appreciate the opportunity to address any concerns.

      Upon reviewing the complaint, the matter has been escalated to the District Manager, Eric B. ensure a fair and accurate response. I will provide an update on this matter as soon as possible. 

      We sincerely apologize for any inconvenience or frustration experienced by ****** ******. We strive to provide excellent service and uphold the highest standards of professionalism. We value our reputation and the satisfaction of our customers, and we are committed to ensuring that this issue is resolved promptly.

      We appreciate the BBB's role in facilitating communication and resolution between consumers and businesses.

      Thank you for your attention to this matter.

      Sincerely,
      **** *****

      HR Business Partner

    • Initial Complaint

      Date:05/12/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The transaction took place on 27th November 2022 around 1 PM at the ******* Supercenter in Quebec ** **** ** ***** Saint-Léonard, QC *** ***. I was promised a plan for 35$ (base cost of 55$) for ***** Pay 30 GB along with 20$ for iPhone 12. However, the discount of 20$ off 55$ was not applied *** ** ******* ** ***** ****** ** my first bill is now near 100$ which is NOT what we agreed upon. The representative promised a plan of 35$ for ***** Pay 30 GB with ****** Mobile and did NOT properly apply the add-on to my account. I have tried going back to the ******* location on November 28th, but there was a different representative and when prompted to ensure that my 20$ discount was applied she said there was nothing she could do and could not check the existence of said discount on my account in the system... Order number is ********* and account number is **********

    • Initial Complaint

      Date:30/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      OSL Business in ******* valley view sold me a phone, signed me up for a 3 year ******* loan and contract without my knowledge. They offered me a $500 gift card which I was told could be used to pay off the price of the phone- this is also a lie, the ***** ** OSL rep told me I could not use the $500 gift card to pay on the cost of the phone. The OSL rep had also me switch my ******* prepaid account to postpaid so he could sell me the phone, and told me I could switch back to my original prepaid account the next day - **** *** * **** I visited a local ******* store, they suggested I undo this mess. I do not appreciate ***** **** **, wasting hours of time. I have showed up today at 5:20pm, Tuesday, 11/28/2022. *** *** *** *** ******** ****** ** ***** ******* ** *** ***** It is 6:20 pm now, I still do not have a OSL rep ** **** ****** **** ******* ******* to talk to, no customer service yet

    OSL Retail Services is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.