ComplaintsforVictra

• Initial Complaint

  03/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 27, 2024 I visited the ******* store operated by Victra in ******************. I wanted to purchase an iWatch for my son, set it up through my own personal iPhone, and set up his own iWatch phone number. They, including the manager and other staff, all told me that this was not possible. I showed them both the Apple website and their own ******* website that detailed how this could be done but they said ******* didnt do this and that I was misunderstanding what the websites were saying. They then tried to tell me the only way I could set it up was to purchase an additional iPhone and pay for two lines of service, instead of just one. I left with their quote for what they were telling me was required to set up what I was requesting. I did not do what they said I had to do. Instead, I went to the corporate ******* store and they set up what I needed, with just one line, and also said that the Victra ******* store in Windsor was wrong. I returned to the ****** store and shared that I was indeed able to do this, so that they knew it was possible. Their response was that they did not mislead me. I requested information on how to submit a complaint to ******* regarding what they had done and was told there was no such thing. I then asked to speak with the manager who I had originally met with, and was told he was only there once every two months, and there was no other way to get a hold of him. Im submitting this complaint not because I need any reimbursement or apology from them. Rather, I am concerned they are engaging in fraudulent and misleading practices.

  Business response

  03/07/2024

  Dear ********, 

  
  Thank you for your time and feedback! Im sorry to hear about your unpleasant experience. I have notified the appropriate team so they can coach, develop, and eliminate the behavior you experienced. 

  
  Respectfully, 
  Victra Guest Experience Team 

  Customer response

  03/10/2024

   
  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

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a phone for my daughter, not knowing this is a 3rd party business, and in-order to get the phone at the price described by the salesman in had to get the "bundle" which included a screen protector, case and a wall adaptor. The sales person then when on to say if you are unhappy with the purchase you can return in within 30 days(no mention of restocking fees) which made me feel good about the purchase. Shortly after when i got home and compared my receipt(which i was not required to sign) to what was available on ******** I realized that they sold me a bundle that was not required to get the price for the phone. Plus the screen protector he opened and placed on the phone before I completed the purchase was not refundable. In addition, I know its is not a BBB issue, but when I returned the phone and all the accessories I mentioned that the bundle wasn't necessary the salesperson said "If I didn't sell you the bundle I would be fired". Companies should not be able to operate like this.

  Business response

  03/07/2024

  Hi *****, 

  
  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the Accessories and Restocking Fee. Here is the control number for the applied credit ********** ($119.30)  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.  

  
  Respectfully,  
  Victra Guest Experience Team  

  Customer response

  03/08/2024

   
  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.
  

  I would like to stress that there should be no action taken on the employee that helped me. Its clearly the businesses practices that are at fault, not the employee.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 22nd and December 23rd, 2023 my parents I went in and traded in 2 phones. We were told by the sales rep that we would only have a $12 cost for each with trade in for the next three years, calculating to around .33 cents per month. A week after purchasing and activating the new phones we checked the phone bill and found that the full trade in credit was not honored and we were now responsible for and additional $425.16 for each phone. We went in to the victra store at ************************ and spoke with another sales rep as well as the manager. The manager said that they would be providing a check for reimbursement for the cost of each phone that we were being charged on our bill, $850.32 I'm requesting Victra provide the reimbursement for the cost of each phone as discussed during the sale of each.

  Business response

  03/11/2024

  Hi *******,  
  
  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. Thank you for contacting Victra! After further research our team has discovered that #**** and #**** are only receiving $415 trade-in promotional credit due to the low tier trades that were turned in on each line.The difference owed for each line (#**** & #****) is $415. Weve posted a one-time bill credit/payment to your ******* account to accommodate the 1st $415 promotional difference owed for #****. Here is the reference number for the applied credit (1956999745).
  We will be requesting a Corporate Refund Check on the account owners behalf to accommodate for the ******* promotional credit difference for #****.This is a total Corporate Refund check for $415. 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.  
  
  
  Thank you, 
  
  Victra Guest Experience Team 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for set up and go for Iphone device and Apple watch at ************************************************************. I ended up bringing home devices and set up myself. I will like to get my refund back.

  Business response

  02/26/2024

  Hi *****, 

  
  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the two Set Up and Go fees. Here is the control number for the applied credit ********** ($70.82).  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.  
  

  Respectfully,  

  
  Victra Guest Experience Team  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 11, I ordered a phone from ******* Authorized Retailer - Victra. ************************************************************. We were not offered a trade in value and was told that ******* Corporate Store can do that. So on Feb 14, we cancelled this order on the phone. However the phone order did not show cancelled on the ******* profile so we could not order a new phone through ******* Corporate Store. We kept on waiting for the pending order to clear out and on Feb 22nd, I went back to Victra and they said there was nothing in their system and I should submit a lost claim through **** *** identified that the phone was indeed returned to the ******* warehouse on Feb 19th and 8am. The phone is still showing pending on my side and ******* Corporate can't help me. they keep on routing me back to Victra and Victra keeps on routing me back to ******* Corporate. I am at my **** end because I am without a phone for 10 days and no one can help.

  Business response

  02/23/2024

  Hi Sarwat,  
  

  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, and they have contacted you. Leadership has stated the following... Yes,I just got off the phone with the customer and helped her cancel the order.  Please if you have any questions, feel free to send an email to *********************************  
  

  Thank you, 
  

  Victra Guest Experience Team 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2-13-24: Had issue with cell phone not working. ******* customer service said to go to a local store and have them check the phone. When we walked in the *********** employees greeted us and we explained the issue. They jumped to "you need a new phone" based on the age of the phone we had. New phone led to face protector, phone cover, charger adapter and all the set up and go could be refunded once we got home and called customer care. When we got home we noticed the phone was not working. We called customer care again and they said the phone is not activated. As they tried to activate the phone they said we were not able to retain our phone number, it would change. I said we did not want a new phone number and were never told we had to change. They said if they don't change the number, we would not qualify for the promotion. They tried sending us a return box but the phone wasn't show up as an active phone so they said we had to go back to Victra/******* store for the return. A new Victra sales person started the return and told me there were be a restocking fee. I explained that the sales person was not straight forward and never told me that I had to change my phone number. He said I tried being nice but I'm done with this and walked away. I asked for his name and he would not provide it to me so I left. Very nasty people that work here, one after another.

  Business response

  02/21/2024

  Hi ****. 

  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the two and Set Up and Go fees and Restocking fees. Here is the control numbers for the applied credit 1956411609/1956369961 ($171.54).  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *********************************.  

  Respectfully,  

  Victra Guest Experience Team  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started a new service with ******* wireless and did a promotion where we traded our old phones for new and also recieved a tablet !!! Did this in November !! We have been over charged every month for our billing and the customer service would either messing the billing up more or hang up on us..now all of a sudden we are being charged for a phone that we turned in and never recieved credits for . Ive been to the dealership or my wife has and every couple weeks for the billing to be fixed and nothing happens correctly !! We get the run around and the customer service isnt helping us !! Trying to get some justice for being over paying our bill.. *** told **** would be ****** thats with tablets included !!! Ive been charged 584 every month except they charged us 418 on month and thats because that **** originally was 818 !!! I have outstanding credit and I pay on time I just want this fixed or Im taking my business else where

  Business response

  02/19/2024

  Hi ******, 

  Thank you for contacting us through the BBB, we apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email us more information at ********************************* 

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Everything the salesman told ms was a lie. I was charges enormous $1700.00 for what i was told was free! Everything salesman ,****, did was incorrect: my email address, user name, password was wrong. I have spent over 30 hours in the store and on the phone correcting these problems, three months.

  Business response

  02/16/2024

  Dear ****,
  Thank you for your time and patience while we researched your transaction with ******* at a Victra location. The phone line ending in (****) was quoted a $1000 promotional trade-in credit but is currently receiving a $830 promotional trade-in credit. Leaving a $170 difference that is still owed on this device. ********************** will be requesting a Corporate Refund Check on your behalf in the amount of $170. To accommodate for the promotional difference (****) isnt receiving.
  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 further assist.
  Additionally, Victra has applied a one-time credit to your ******* account in the amount of the set up and go fees. The total credit amount is $125.93, here is the refence number for the applied credits (1956219542& 195622039).
  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

  02/18/2024

   
  Complaint: 21284555
  
  I am rejecting this response because:  ************ is practicing unethical business and in my case it took oner 30 hours ( in person and phone) to hopefully rectify.  I will only know when I receive my next bill.  If you read the venders respone you will see they discovered another monetary mistake for $170.00!   Had I not contacted you I would have had to pay this padded into my bill!  I responded to the company rep,and she was not sympathetic nor nice.

  The credits they are sending me are Very small small change for the amount of stress, detective work and time I expended.  I would think free service for a couple of months along with the apology I deserve, which I never received.  

  I want this complaint to stick and be documented.  I'm sure many people are dealing with the same problems.

   

  Thank you!

  
  Sincerely,
  
  *************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the ******** ********** store at ************ on December 5th 2023 at 6:03 pm and was asking about trade ins for our phones. The Manager ***** was working. He looked up our account and told us we would receive 850 credit for a new ones if traded in our old phones and upgraded. I chose the iPhone 15 *** and my mom got the iPhone 15. He transferred all are information from our old phones to the new ones and we picked out phone cases and screen protectors. We paid the store ****** with our **** card. I noticed he also charged us extra two screen protectors which I got refunded. When my husband got the first bill from ******* there was no credit for the phones and he called a representative and was told it could take up to two months to see this credit. It wasnt until we got our second bill that I went to the store and asked about it when I was told that the manager no longer was employed and he has done this to a lot of other people. I went there on 2/6/24 around 3:30pm. I tried getting managers numbers emails to get this resolved and I was told she could not give that information out. We have been loyal ******* customers for 15 years. I would have never gave our phones to ******* as they were in perfect condition if I was not told I would have gotten the trade in I was promised. I feel completely taken advantage of and lied to. This company put a manager in charge that lied to me, took my phones and my whole receipt after looking at it is completely confusing. Our address is wrong and he messed a bunch of other things up to. I wish at the time I took a better look. The only thing I questioned was the price I paid as I was o er charged for the protectors. My phone number is ************ I hope my credit for my phones I traded in is honored and someone reaches out to me. I was scammed out of over ***** and they took my phones. This is not ok!

  Business response

  02/12/2024

  Victra,

  The purchase was made face-to-face in the store; therefore, we do not have any written correspondence. The person we dealt I believe with was named **********************, our receipt has two names on it. A salesperson listed as ************ and tendered by ************** We are only asking the company to honor what the manager promised us. It was a promotion during the holiday season. The promotion was to trade in a phone and receive a $850 credit toward a new phone. He told us two lines in my account were eligible for this promotion. We want to receive the $850 credit for each phone we traded, totaling $1700. My wife went back to the store for help. However, they just commented that the manager had done things like this several times, was fired, and dismissed my wife's complaint.

  Respectfully, 

  ********

  Business response

  02/23/2024

  Hi ******** and ********,

   

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. After further research and based on the documentation Victra has on our end. Weve worked closely with our ***************** and theyve determined during the time of purchase each line only qualified for a $415 trade-in promotional credit. We are pleased to inform you that Victra has worked with ******* to successfully apply the $415 ******* promotional credit to both lines (**** and ****) on your ******* account. 

   

  Please if you have any questions, feel free to send an email to *********************************  

  
  

  Customer response

  02/25/2024

   
  Better Business Bureau:

  Victra,

  Thank you for working with us to try and resolve this issue. However, it is still disappointing that we cannot receive the amount promised. What is most frustrating is that we were taken advantage of by someone who was the manager. As well as not receiving any help from the other employees who worked at that location. That said, my wife and I appreciate your help in coming up with a resolution. The only question I have is with the credit on the two lines (**** and ****). When should we expect to see that reflected on our ******* account? Again, thank you for your help.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** And *****************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  October 2023 purchased eargo7 from Victra Version in *******,**,sent back to eargo for refund, refund sent to victra ******* in November 2023 an I get no answer as to why I can't receive my refund,eargo was satisfied an I have the email stating refunded to victra *******

  Business response

  02/09/2024

  Victra is prepared to refund ************** and has tried to contact several times to obtain and confirmed mailing address. 

*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. ↩