Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought iPhone 15 pro max (T-Mobile) from them. A week out the screen started messing up. Contacted them within their 14 day period but they didnt let me return or anything or exchange. Told me to go to *****. Had them help me with my screen. I was planning on using this phone to go out of country so I contacted T-Mobile to help unlock the phone. They cant unlock it because the previous person who sold this phone to phone guys owes money on their installment plan which phone guys sold me and never disclosed this was take from someone installment plan. So I cannot unlock this phone. They just keep disclosing its for T-Mobile. Now I know why. Because they are buying phones that people still owe money too and then having others buy these phones at premium price. I reached out to them several times and they did not respond.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I worked for this company for two months, we as sales representives were trained to spam ******** Marketplace and OfferUp with posts about phones and electronics, included i dropped in the attachments were the policy on how to post (bait and switch) phones for the lowest price for broken devices, for example they post an iphone 14 pro max as the set price on the platform for $5 dollars; customers will then message the account and ask "is it really 5 dollars?' we then had to respond "no thats the downpayment to take then device home and pay later" , customer will express they dont want to do financing and ask for the real price, we then tell them the price that the company (the phone guys) marks it up at which is higher than most major stores/retailer. most customers that do message then get upset because theyve essentially been baited and then company switches up on them. most of the time these customers actually travel to the store just for them to find out the price is higher than advertised on the platforms such as their website (********************************) FB marketplace and offerup. *** also come to the knowlege that The Phone Guys is telling customers that devices come straight from the manufacture but they are actually buying phones and electronics from **** and/or t-mobile in which these devices are carrier locked but advertised as unlocked. used devices are resealed in new boxes and sold as brand new and there have been instances where said used devices supposed to be "brand new" are managment locked by previous owner and arent actually new.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file an official complaint against The Phone Guys ***** regarding a highly unsatisfactory experience I have had as a customer. The details of the transaction are as follows:Product: Alienware m17 R5 *** In October 2023, I purchased the Alienware m17 R5 *** from The Phone Guys ****** At the time of purchase, I was explicitly informed that any issues with the computer would necessitate settling the third-party lender loan (*****) that facilitated the financing. In December 2023, I paid off the computer in full, only to encounter persistent hardware and software issues that were present from the time of purchase, not due to any negligence on my part. Subsequently, I contacted The Phone Guys ***** to discuss a return. However, I was informed that returning the computer for repairs would result in an undisclosed period without the device, and returning it with a 20% restocking fee would be the optimal solution, indicating that the warranty would likely expire during the repair process. Despite my objections, the staff insisted on the restocking fee and assured me that a higher authority would contact me before the warranty expired. No such communication occurred, and the warranty has now lapsed. Upon contacting the loan servicer, *****, I discovered that the advice on paying off the loan for customer protection was misleading, rendering me ineligible for customer protection. ********************** ***** provided misleading information regarding the return process and warranty expiration. The staff insisted on a restocking fee despite the computer's inherent hardware and software issues, which were not a result of consumer negligence. I am seeking a full refund for the Alienware m17 R5 ***, as the issues I am facing are solely due to the computer's inherent problems and not a result of consumer negligence. I implore your intervention to facilitate a just and fair resolution.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went and bought two beats headphones at the location in ***** and I had paid for half as a down payment. Which was ******. I was told that they would be delivered to the nearest store in 2-3days. Two weeks past and still getting different answers from different employees telling me why they havent arrived, I went to get get a refund and I got the recipe for my refund and again I was told that it would be 2-3 day wait for the refund to hit the bank account. That was almost 3 weeks ago, and yet again no refund. I called and let them know 1 one week after going in for refund that I have not gotten my money back, on that call they told me again to come in and they will try again, the reason for me simply not going in person is because the location I went to is an hour out of my way, I dont have too many days off, so going back isnt easy. Im not able to go to a location near my home because they only do refunds in the actual location the transaction took place.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2/24/23 I needed a phone for my business that my current phone was cracked badly so I dealt with ****, Told him everything I needed in a phone (Fast,biggest screen I can get, low price) He showed me 3 phones and one of them was pink, I instantly said not this one. Last 2 was a ******* s8 and a ******* A11. The ******* s8 had mega scratches on the screen so I went with the ******* A11. I got home and found out it was a 4G phone. Why didn't **** tell me I told him I needed a fast phone. I showed up and dealt with a lady told her what happened and she still charged me a 20% restocking fee. I told her I need a FAST phone 5G phone she sold me a ******* S20 (unlocked) She said I would have to activate it at a MetroPCS dealer. I drove there and had them activate the phone. I was late for work they showed me that the phone dials and accepts incoming calls. I came to find out the internet didn't work. I couldn't do my work. I spent 3 to 4 hours talking to MetroPCS and still internet didn't work. I drove back there and spoke to the same lady as before, she asked to see my phone. I gave it to her and the internet started working. I told her I need this to work it's affecting my work/business. She said well its working now. So I said OK I give it another try. Later that day I was working and had to pickup special medical medicine coming from *******. I got to the airport and once again the internet wasn't working. I told my client I am continuing to have problems with my phone and he had another driver bring my paperwork to me. After I completed the job (Late) I drove again back to The Phone Guy's and dealt with the same lady for a 3rd time. I told her this phone made me lose 3 days of work, and returning to the store 4x that I am just gonna go to MetroPCS and buy a new phone. She had the nerve to charge me another 20% restocking fee on a phone that doesn't work! I also lost 2 activation fees on top of it total loss (*******)

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I visited the Phone Guys in *****, ** for the first time on Saturday Feb 25, 2023 at approximately 4:30 PM. The Salesperson; ******* sold me two items; a new in the box 2019 MacBook Pro for $2,515.11 and an **** Mini 2 & its carrying case for $124.71 at 5:59 PM & 6:08 PM respectively. He stapled the receipt on top of a second piece of paper and told me I can return the units within 7 days. I told him I will most likely be back the next day. I returned to their store the next day, on Sunday February 26, 2023 at 4:00 PM (less than 24 hours from the purchase) and requested a refund for the MacBook Pro, an exchange for the **** Mini 2 which did not work, and a refund for the iPad Mini carrying case. The MacBook pro was in its original box and original shrink wrap with no damage, unused and in exact condition as before. The iPad Mini 2 and the carrying case were also unused and in original condition. After the second sales person; ***** took the MacBook Pro and the iPad Mini 2 from me, he told me there is a 20% restocking fee and that they don't give refund on carrying cases. I told him the first salesperson did not tell me there is a 20% restocking fee on a $2,639.82 purchase! I also told both salespersons that I had told them yesterday that I will most likely be back the next day if I can't figure them out. At no time did the salespersons tell me about the 20% Restocking Fee and the sales receipt which he stapled on the secondary paper, blocked the restocking fee. I paid $2,515.11 with a debit card and paid cash for the remaining $125.71. They are claiming $527.96 as the 20% Restocking fee. They have all three items: the MacBook Pro, the iPad Mini 2, and the carrying case for the Mini 2 in their possession as well as my money. I would like my full refund back because 20% restocking fee is exorbitant especially when the items were returned less than 24 hour and in unopened and unused condition. Thank you!

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First issue was the amount they said I would have to pay back. I asked if I would have to pay acima anything extra for their service, I was repeatedly told no. I said I didn't want to use them, I would just pay in full. ******* said "that's weird, they're just as legit as us, I use them often". I finally agreed. I got my receipt for what I paid that day and what I'd pay in total thereafter. Before I left I asked again! if there would be extra for their service and no. Wrong! Called ***** the next day and of course I have to pay them an extra $200 for their service. I also paid an extra $50 for the screen protector. I dropped my phone just about an inch over the ground (I was getting up from a sit down position), only a tiny crumb sized crack happened on screen protector and also on my brand new phone I bought last week!!! What was the point of this useless overcharged screen protector. It was not a intense drop by any means!!! Lastly, I just opened and used the charger today (I had an old one I was using prior). It has been a total of 4 hours and I go to grab my phone and noticed it kept uncharging. Annoying but whatever. Finally I look at the charger and the part that you put in the phone is completely bent and crooked. This entire thing is a scam and honestly I'd just prefer my money back. I'll gladly return the device. I haven't even made my first payment to *****. I will still pay them $200 but I'm not a fan of a slumlord, slimy, money grubbing, USED, under qualified, unusable phone store. The fact I was referred by metro, when I asked if this was a legit company and if it was their partner company. Metro agreed this is their partner and they even used to be a metro store themselves. The cashier agreed to all of this info, as well. I knew something was off when I walked in and it was USED phones....

*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. ↩