ComplaintsforCellular Outfitter

• Initial Complaint

  04/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered several items and have never recieved. Have contacted over 10 times in past 2 weeks with no results. Have asked for refund with no results. Please help

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/08) */ Hi *****! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your Order XXXXXXX, howevere we did reply to your emails about 5 times, and advised you of the progress of tracking your package that was already in the possession of our carrier. We also recently replied to you that we finally received info that your package is lost in transit, and as courtesy have processed a free reshipment with the new phone case that you have selected, since the original item you purchased is now out of stock. This new new package is already in transit to you with an estimated delivery date of 11th *****. Again, we sincerely apologize for the inconvenience this has caused you, and please do not hesitate to reach out again if you have any further questions or concerns. Thank you for choosing Cellular Outfitter, enjoy your weekend ahead!

• Initial Complaint

  03/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We just switched cell phone providers (we live in a rural setting) got new phones and found that we were not getting reception in our area. I had on March 16th 2022 ordered new cases for the new phones. As soon as we realized that this wasn't working-I emailed Cellular Outfitters and told them what happenedso that I could cancel the order. I said that we would be having to go back to our old cell carrier and use our old phones-which we already had cases for. I would have called them- but could not find any type of number that was on the 19th of March. They said I would hear back from them in 1 business day?? Of course I did not!! At the time the items according to tracking had not moved. Then on the 21st came an email saying they were on their way-I checked the tracking never updatedjust kept saying check ******** a ***** ******* it at least ** timesit never ********* I sent them 5 emails on their site and 1 on their facebook site. I spent $71.38 for items I tried very quickly to cancel and the only emails I have received since have been to purchase more items. I have never received anything nor do I want to. When you talk about ********** ********* pertaining to Cellular OutfittersI can honestly say THERE ****** ****** o (order #XXXXXXX)

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/30) */ Hi *******! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your Order XXXXXXX, it took us some time to track and hold your package that was already in the possession of UPS. We issued your full refund in the amount of $71.38, back to the same payment method for your order XXXXXXX. Depending on your financial institution, it can take anywhere from 3-5 business days for the funds to post back in your account. Again, we sincerely apologize for the inconvenience this has caused you, and please do not hesitate to reach out again if you have any further questions or concerns. Thank you for choosing Cellular Outfitter, enjoy your evening!

• Initial Complaint

  03/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a clear cellphone case on 03/05/2022 and was told it shipped on 03/11/2022. I also was given an invalid tracking number according to the ***** That number was **************************. This is too long for a **** tracking number according to the ***** It is now 03/21/22 and still have not received my purchase. The phone numbers I am told to call are not their numbers. I have texted and emailed them but to no avail. I have received no response from them. At this point I want my money refunded. My order number was *******.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/22) */ Hi *****! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your Order *******, we see that our Customer Care team have already issued your full refund for your purchase. We also tracked your package however it looks like it is lost in transit so no need to worry about the lost package as we have already issued your full refund back to the same payment method used in your purchase. We hope this info helps. Thank you for choosing Cellular Outfitter, and best regards!

• Initial Complaint

  02/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 cell phone cases from Cellular Outfitter. They were supposed to fit my phone - but when I received them - they did not. I have repeatedly tried to contact Cellular Outfitters and get the same response. I applied for RMA #'s and received emails with RMA's but no address to return the merchandise to - to receive a refund. When I emailed them about an address and after scouring their website for a returns address - I have received no response and no satisfaction trying to locate a return address. The return label itself has an address but indicates that it is the shipping department. I want a refund and will return the merchandise as soon as I know that they will go to the right place. The order numbers are XXXXXXX and XXXXXXX. They have sent RMA's - but no address to return the merchandise that does not fit my phone. Please help. ***** ***** **********@gmail.com XXX-XXX-XXXX

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/22) */ Hi *****! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your Orders XXXXXXX and XXXXXXX, we see that our Customer Care team have already issued your refund for both your orders and has advised that there's no need to worry about having to return the products you purchased. The refunds were issued back to the same payment method, refund notices were sent to your gmail as well. We hope this info helps. Thank you for choosing Cellular Outfitter, and best regards!

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a case on December 24, 2021 and was told it had shipped but I have not received my item and there is no way besides text messages or email to get in touch with them. I tried to find our where my package is and was told by UPS they considered it lost in transit and to contact the seller. I was charged $11.94

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2022/01/05) */ Hi *********! We appreciate your feedback, we continue to strive to make our Customer Experience a ******** one, we certainly want to help! We are sorry for the trouble with your Order # XXXXXXX, we ******* to your email today around 4:40 pm with the tracking info for your package showing Expected Delivery by ******** 6 ******* 2022 by 5:00 pm. ***** ******** link ****** https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&textXXXXX=&tLabels=XXXXXXXXXXXXXXXXXXXXXXXXXX%2C&tABt=false Shipment movement information is captured each time a tracking label is scanned in the USPS delivery system. Please hold on to your tracking info so you can personally keep track of the progress of your package. We hope this info helps. Thank you for choosing Cellular Outfitter, Happy New Year! Consumer Response /* (2000, 7, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a leather cell phone carry case for $15 & $6 SH (approx. at $20 total) . They use *** to ship to ***** There tracking # says item delivered to USPS 11/20 but USPS says no. What is ************ amazing is their lack of ********* They answered my first ***** ( they offer this option & e-mail on their site but NO live person ), w/ an obvious ********* fictitious ****** ; This was obvious because in my text I told them what the ******** info said as to delivery on 11/20 , but they referred me to the tracking # for ******* ! I have sent 4 more text , 2 e-mail ********* to the Anette reply , 2 more e-mails on their site and NOT ONE single response from them ! Obvious possible responses as ****** talk to **** ****** talk to ***** ****** you are ******* , but NO response at all (?) !!

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/12/23) */ Hi ****! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your Order # *******, we replied to your email on Dec 5, 9:29pm, Dec 16, 6:24pm and Dec 19, 11:48pm with the tracking info for your package, and on the latter email we advised you that looks like your package is lost in transit. We requested you to confirm you shipping address so we can ship a no-cost replacement however to date you have not responded to our email to our request. We hope this info helps and if you could respond to our email dated Dec 19, 11:48pm would be highly appreciated. Thank you for choosing Cellular Outfitter, Happy Holidays! Consumer Response /* (3000, 7, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not send the e-mail but totally ignored me as previously stated in the initial complaint. They have my address, obviously & simply can mail the replacement or not. So , do it ! The issue, as stated, has been NO response, in spite of MANY attempts on my part. When I receive the replacement, as finally offered by the co., then of course it would then be settled, but I'm still waiting for it & stop the stalling, lies & just do it. Business Response /* (4000, 9, 2022/01/04) */ Hi ****! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your Order # XXXXXXX, we replied to your email on Dec 5, 9:29pm, Dec 16, 6:24pm and Dec 19, 11:48pm with the tracking info for your package, and on the latter email we advised you that looks like your package is lost in transit. We requested you to confirm you shipping address so we can ship a no-cost replacement however to date you have not responded to our email to our request. We hope this info helps and if you could respond to our email dated Dec 19, 11:48pm would be highly appreciated. Thank you for choosing Cellular Outfitter, Happy New Year!

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The date of the transaction was 29 Sep and I was charged 28.24, most of it was for expedited shipping which didn't happen. I reached out via text and email numerous times to cancel once I saw shipment hadn't left, but I had received several marketing emails in the days following my order. I should have done more research on this company, I shouldn't have done business with them. Conveniently there's also no customer service number so I never can speak to anyone and they aren't issuing a refund either. Shipment is still sitting in California somewhere.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2021/10/05) */ Hi ***! We appreciate your ********* we continue to strive to make our Customer Experience a ******** one, we certainly want to help! We are sorry for the trouble with your recent purchase, we have issued a full refund on the shipping cost back to the same payment method for your order. Depending on your financial ************ it can take anywhere from 3-5 business days for the funds to post back in your account. Also, tracking for your package would be updated in the next 24 hrs. Please hold on to your tracking info so you can personally keep track of the progress of your package. We hope this info helps. Best Regards! Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a refund of the entire shipment, I asked them repeatedly before I even had a tracking number to honor the request as all they kept sending me were additional promotions or offers. The refund of just the shipping and poor communication is grossly insufficient, they cannot keep one penny of my money. Business Response /* (4000, 9, 2021/10/07) */ Hi ***! We appreciate your feedback, we continue to strive to make our Customer Experience a pleasant one, we certainly want to help! We are sorry for the trouble with your recent purchase, we have issued a full refund on the shipping cost back to the same payment method for your order. Depending on your financial institution, it can take anywhere from 3-5 business days for the funds to post back in your account. Also, tracking for your package would be updated in the next 24 hrs. Please hold on to your tracking info so you can personally keep track of the progress of your package. We hope this info helps. Best Regards! Consumer Response /* (4200, 11, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a refund of the entire shipment. I contacted USPS on yesterday and they advised they had not received the package, and could only see a label printed. This morning I received a tracking update that it is due to arrive on 12 Oct. 2 weeks after the order was placed. This item will be refused and returned to sender, I requested a return label and have yet to receive one. Just the same redundant emails that provide no resolution for me at all.

*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. ↩