ComplaintsforVictra

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Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 17, 2024 I went into the Victra store because they are an authorized ******* store. I upgraded my iPhone and a salesperson named ***** sold me a screen protector with a service plan to have my screen protector replaced if it got damaged. She repeatedly said just bring in your phone and we will replace the screen protector if it is damaged so I paid $64.99 ( which is a very high price for a screen protector) thinking I was receiving a service plan for future issues. Today I returned to the store to have my damaged screen protector replaced and was told there was a $15 fee ( in addition to the $64.99 I paid in April!) to have this done. I was not informed about this when purchasing because I simply would not have purchased this service. This is a fraudulent scam that this store is running on those of us who are older. A younger purchaser would have realized that $64.99 is an obscene amount of money for a screen protector. However, if the price did in fact include future protection and installation, I would not have an issue. This is not acceptable! Lying to customers to get them buy services then adding charges when they try to redeem the service is fraud. Im sure the saleswoman made a commission on duping an old lady and I am horrified that I fell prey to senior abuse. I wonder how many other unsuspecting customers of the authorized ******* dealer have also been ripped off by this scam.
Business response
07/16/2024
Dear *****,
Thank you for contacting us through the BBB. We appreciate your time and feedback. I have informed the Leadership Team of the customer service received during your visit to our location. I apologize for your unpleasant experience!Id like to offer you a refund for the Screen protector. Victra will post the amount of the Screen protector to your ******* account as a one-time credit. Here is the reference numbers for your record ********** and ********** in the amount of $74.98
Respectfully,
Victra Guest Experience Team
Customer response
07/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Kaera Storsin
Initial Complaint
07/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I saw an ad on a window at a ******* location - ************************************************************ - that person could take any phone, with any condition of the phone as a trade-in for an iPhone 5 and that it would be free. My husband and i tried this but we were told we would have to pay ****** with our trade-in for the iPhone 5. We never received the free phone and were billed for the stated amount.
Business response
07/19/2024
Dear *******
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused We have worked closely with our **************** to attach the promotion of $830 off select smartphone. ******* denied the request due to the line ending in 5853 not being on the correct plan. Victra would like to accommodate you $709 as a corporate refund check. At the time of your purchase the rep misquoted you $830 promotion on the welcome plan. You received a market Value of $121 for the Iphone 11 that was traded in, this was reflected on your March bill.
We will be requesting a Corporate Refund Check on your behalf to accommodate for the ******* promotional credit that was discussed at the time of your transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
If you have any further questions, please dont hesitate to reach back out so we can further assist.
Respectfully,
Victra Guest Experience Team
Customer response
07/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
07/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
1. Wife and myself been with ******* 23 years, both had iPhone, wife had iphone watch and IPAD tablet too.2. November 24th, 2023 wife phone broke (not work at all). went to ************* in ********* *****, ** location. ******* rep ******** named *****) assisted us. According to *****, November 24th, 2023 ******* had a black Friday sale going on. When purchasing new iphone 15, you get an updated watch and newer tablet "FREE". We decided both of us would upgrade our phones to iphone 15's and received new watch and tablet that was to be free. According to ***** (******* manager) it would take 1-3 business cycles for black Friday promotion to kick in.We have been charged for the watch and tablet that was to be free and continue to be charged even though I have went back to store numerous times and called ******* numerous times and always was told our paperwork was still being processed or they could not find out paperwork. It's been 7 months and ******* is still charging us for the watch and tablet, ******* has lied to us and I believe they ran a scam on us. The hyde park store rep ****** even sent in paperwork in April 2024 that was approved for free iphone watch and IPAD tablet but still being charged for both. For IPAD being charged 36 months (over $450.00) at $13.05 per month since Dec 2023 and for watch being charged 36 months (over $330.00) at $9.16 per month since Dec 2023. Have been told many times we would receive all the monthly charges returned once the paperwork was processed. We even went to the so called ******* corporate office store on *****************************, ** and was informed they could not help us, only the store we purchased the items at could. ******* has lied to us and keeps stinging us along. I believe they have committed fraud and false advertising. We ask for BBB assistance in the matter.
Business response
07/12/2024
Hi ********,
Thank you for contacting Victra! We appreciate the time you have taken to follow-up with us on this matter, once you are able to send the requested documentation on 7/23/2024 please send back to us via email thread from Victra Support. We will review the details of the documentation and then be in touch with a resolution.
Respectfully,
Victra Guest Experience Team
Customer response
07/12/2024

Complaint: 21955331

I am rejecting this response because: I am currently out of the state of ******* and unable to provide any documentation as I informed in email. I am not scheduled to return to my residence until July 23, 2024.

Sincerely,

*********************************
Business response
07/16/2024
Hi ********,
Thank you for taking the time to speak with us and the additional information youve provided in yesterdays call. Once the requested documentation has been provided our team will be happy to continue further research to address the concerns youve brought to our attention.
Respectfully,
Victra Guest Experience Team
Customer response
07/16/2024

Complaint: 21955331

I am rejecting this response because: cant provide response within 5 days. I am out of state until July 24th and will provide docs once I return to me residence in ******

Sincerely,

*********************************
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Predatory sales tactics performed at this store that give one price up front (iPhone for example) but then tack on "bundles" at the point of sale. They do not provide an itemized receipt at point of sale, and engage in semantics through saying "you will be paying your carrier upgrade fee today" but do not disclose that this is a backend charge on the ******* account statement. Their "upgrade fee" in store is actually a separate charge that is not explained to the customer. They also employee language such as "comes with the phone" or "included with the phone" but then itemize a charge separate of the phone.
Business response
06/18/2024
Hi *****************,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused.
After further research our team has confirmed that a refund for the screen protector in the amount of $77.57 was processed back to your original form of payment on 6/4/2024. Along with a one-time bill credit that was applied to your ******* account in the amount of our instore set up and go fee ($39.99) on 6/5/2024.
The reference number for the applied credit was email on 6/6/2024 via the Victra support ticket our team created on your behalf after emailing us at Wecare. Here is the reference number for the applied credit (1959898258).
The remaining amount of $91.61 are taxes associated with the device itself. If you are tax exempt the proper documentation should have provided at the time of purchase. If you have further questions, please dont hesitate to reach out to us so we can further assist you.
Respectfully,
Victra Guest Experience Team
Initial Complaint
05/16/2024
Complaint Type:
Delivery Issues
Status:
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.
I did an on-line order at *******.com. I was prompted to either have it shipped or p[ick it up locally, which seemed faster.. My order was sent to Victra, an authorized dealer. When I went to pick up my order the salesperson said there was a problem andI would need to cancel my order and place a new one with them. I didn't want to do this because I got an "online only" price and didn't want to lose my discount. I called ******* and they said this was a common scam dealers do to try and increase their own commission.
Business response
05/23/2024
Hi *******,
Thank you for contacting Victra! We were glad to hear that our store leadership team was able to connect with you and assist. We apologize for any inconvenience this may have caused, please reach out to us directly at ********************************* if there is anything we can assist with further.
Respectfully,
Victra Guest Experience Team
Initial Complaint
05/16/2024
Complaint Type:
Customer Service Issues
Status:
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.
False Advertisement of Retail Stock Bought a phone from ******* Told it was in-stock at the *Authorized Victra Retailer*Only to be told they are not in stock And Store Location making it difficult to contact, they do not answer phones despite calling multiple times throughout the day
Business response
05/16/2024
Dear *****,
Thank you for contacting Victra! *******s online ordering systems do not provide real time inventory updates of Victras inventory, this does cause delay and at times cancellations of orders. To review the details of the order delay or cancellation please reach out to ******* directly at ************. I apologize for any inconvenience this may have caused.
Respectfully,
Victra Guest Experience Team
Customer response
05/16/2024

Complaint: 21717216

I am rejecting this response because: the response is unsatisfactory and unacceptable. You are responsible for the false advertisement of stock and allowing your employees to spread misinformation for the sake of a sale.

Sincerely,

*********************
Business response
05/16/2024
Dear *****,
Thank you for contacting Victra! *******s online ordering systems do not provide real time inventory updates of Victras inventory, this does cause delay and at times cancellations of orders. To review the details of the order delay or cancellation please reach out to ******* directly at ************. I apologize for any inconvenience this may have caused.
Respectfully,
Victra Guest Experience Team
Customer response
05/20/2024

Complaint: 21717216

I am rejecting this response because:
Victra refuses to acknowledge nor accept any wrongdoing, nor reprimand those that caused this terrible transaction.
I ordered phone on 5/14 at 4 pm
I called on 5/15 and on 5/16 to ask about order, only to be told they do not have it.
So explain to me, Why on 5/17 when i picked up my phone finally, the Shipment Receiving Sticker was dated FOR 5/15.
Meaning this Victra Store LIED about not having my purchased item in stock for 3 DAYS
I will not accept anything outside of satisfactory credit towards my account

Sincerely,

*********************
Initial Complaint
05/03/2024
Complaint Type:
Product Issues
Status:
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.
When I signed up for ******* they had a trade your phone in for a free iPHONE 15- So I gave them my new ******* phone, signed up for their service 100- per month plus 5 per month for the watch. They charged me monthly payments for the Iphone stating they could not locate the phone I traded in.. Which is untrue- I even gave them the store information that I received this at. So they took a 1500 phone. I filed a complaint with BBB- They agreed to remove the charges. I am still being charged- plus my bill is double every month, so this bill that was supposed to be 105 per month plus taxes and the watch has turned into 250 per month, plus they are stating I still owe over 600 on the FREE IPHONE.. This is unbelievable- now they have disconnected my service due to me wanting the phone charges removed and an explanation as to why my bill is double what is supposed to be. They allowed an employee to take my new ******* phone in trade and keep it- I am beside myself- how can they get away with this
Business response
05/03/2024
Cellular Sales has attempted to reach out to the customer and also determined this was not a Cellular Sales related issue. We have confirmed the purchases in question took place at a Victra location. The customer can reach the ********************** store at ************** or the Victra **************** line at **************. Cellular Sales considers this matter closed. If you have any questions, please contact Cellular Sales **************** at **************.
Business response
05/12/2024
Hi ******,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email me more information at *********************************
Thank you,
Victra Guest Experience Team
Initial Complaint
04/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
Unauthorized purchase on another state. A smart phone $1,400.Verizon authorize without my consent the purchase of the device by my estrange husband. He was the second in account. They upgraded his title to Manager of the account without my consent. I only knew of the charges when they appeared on my bill. My husband was removed off my account on march 14 . 2024
Business response
04/18/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Customer response
04/18/2024

Complaint: 21586267

I am rejecting this response because:
It doesnt resolve issue. It just says that I will be contacted. Im providing exact location of the here fraud was made. VICTRA ******* ***************************************************. I understand business needs time to complete investigation.

Sincerely,

***********************************
Business response
04/25/2024
Hi Listete,

Thank you for contacting Victra! We appreciate your time and feedback, we apologize for any inconvenience this may have caused. We are eager to further assist and help resolve your concerns. We are unable to locate a customer record in our database that corresponds with the information youve provided. Please email us directly at ********************************* with the phone number that was used at time of transaction or the invoice number from the transaction.

Respectfully,
Victra Guest Experience Team
Initial Complaint
04/18/2024
Complaint Type:
Customer Service Issues
Status:
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.
**************** Rep ****** offered a new ******* home wifi device for us to try. Said if we chose to return device, simply return device to store. Device not compatible with home, signal weak and insufficient. Attempt to return device to store after 2 days. ****** said their store doesnt accept returns. Called ******* to request return label and box. Never received return label. Went to different main ******* store for resolution. **************** rep checked my home address and asked why we were offered device as our home address does not qualify for home wifi as there is no signal strength in my area. Rep confirmed that the Victra store in ****** had entered an address in the city of ********** (several hundred miles from my home) to ensure the home wifi device would qualify for service. The return label and return box are being mailed to the fake address in ********** as this false information was entered by Victra. My husband and I returned to Victra and videotaped ****** admitting he entered a false address in order to falsely qualify our home address and so he could receive a commission. Deception and misleading. We were charged ************************************************************************************ location to return this to.
Business response
04/24/2024
Hi *****,
Thank you for contact Victra! We were made aware from our Store Leadership that this has been resolved, we apologize for any inconvenience this experience may have caused. If there is anything else we can further assist with please do not hesitate to reach out to us directly at *********************************.
Respectfully,
Victra Guest Experience Team
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
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.
I had purchased a new phone per the promotion that Victra had provided. The salesman decided I needed many additional accessories in addition to the phone. This purchase was made on February 5th 2024 with a total of 287. 14 to my **** debit card by the salesman *****. I decided to return the accessories because they were not needed. ********, the manager, attempted to put the funds back on my debit card but it would not work with their machine so she said I would receive a check in the mail in ******************************************************************* ***** to tell them that I did not receive credit or a check. The assistant manager said he would have ***** contact me the next day and no contact was made from ***** or the store. I stopped by again and the employee told me that they would never send a check for a refund. I asked them to have the manager please call me. ******** called me March 28th and apologized and said the refund would be in my account within 18 days from March 5th. I asked her how they would put it in my account since they do not have my account number and she said they had it on file. I stopped in again on April 11 again and the manager was in a meeting and could not speak to me regarding this situation. They said I could call an 800 number that was a ******* number which I had done in the past but ******* said that this was a locally owned store and they needed to fix the problem. ******** called me from a cell number on 3/28/24 which was ************. I would just like my money back for the items returned it should not be this difficult.
Business response
04/15/2024
Hi ********,

Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved. Our accounting department was able to confirm that a Corporate Refund Check was sent on 2/23/2024.

Weve submitted a request to have the original Corporate Refund Check voided and a new Corporate Refund Check reissued to the mailing address youve provided. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided. If you havent received the check within 4-6 weeks, please do not hesitate to reach out so we can assist.
Please if you have any questions, feel free to send an email to *********************************

Thank you,

Victra Guest Experience Team

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