Got two SIM cards. One worked dandy. The other did not, despite multiple calls to tech support. 6.5 weeks later: "We have not heard back about whether it's posted, can't refund." So I called credit card company and told them to stop payment (THAT, by contrast, worked like a charm: 5 minutes and I was done). When it works, great, if not: caveat emptor. The best part is how every time you call the time required "by policy" to process a refund jumps by 2 weeks. First two, then 4, then six, now eight. Not making this up. AND, they have a web page where you can see that the card was not used,. My God. They were dumbfounded when I pointed out that MY policy involved not paying for things that did not work. It was amazing: no answer, just repeating that I had to wait another two weeks. Ahh, no. Here's the thing: what these folks do is buy SIM cards in bulk and resell. There is minimal ability to help out if things do not work. Now you know read more

I purchased a phone and a sim card for France with high hopes. I had it activated but could not get the service to work when I arrived in France. After a call to their customer service they managed to get the service to work after 3 days. Well, I asked for a credit for the days that it didn't work, no answer. My credit card was charged for the next month, which I did not authorize. Just try to get someone on their customer services lines, there are at least 3 of them. They all go to the same recorded message. I stayed on the phone for almost an hour with no human answering. I called the credit card company to get my money back, still waiting. Don't get sucked in, I thought the idea was good but no customer service if things don't go right. read more

I bought SIM cards for France from Brightroam, two years in a row. The first time worked ok. The second time they didn't cancel my service when I called in and made the request, they later insisted I had to login to cancel it. Customer service is poor, they people on the phone don't seem to be overly knowledgeable or competent in my case. I won't use them again, and I certainly wouldn't recommend them to anyone. read more

Absolutely the worst customer service I have ever experienced. I had used them for years with no problems, but when a problem with a new SIM arose (due to an error on Brightroam's part) I got NO RESPONSE! That's right- they just leave you to hang- no follow up, no communication, nothing. I've been waiting fro five months for someone to get back to me, after repeated calls to "tech support" and "customer service." If you just want a simple phone SIM, It MIGHT work, but I would find another company if you have any concerns about being left stranded in a foreign country without a phone... If I could give them zero stars I would. read more

I bought a card for Italy in Sept for 3 weeks. It did not work either. I was on a cruise ship so did not have access to a phone to call Brightroam - so for ten days I had no use and wasted money. What made me really mad was that when I did try to call eg when we were on on land for a day a No one ever answered and who wants to pay long distance charges for being on hold for 20 mins? So your choices are to leave THEM your phone number to call back- well, by evening you are back on the cruise ship and your Sim does not work. Secondly their website and their printed material they sent me all states 24/7 service. THat is untrue I finally called another number (not to reach Customer support) and that said they are open from 9-6pm Eastern time. So for 3 weeks I could not do business . My advice? BUY your SiM card IN the country when you get there. Brightroam HIRE MORE SUPPORT staff and make sure they are available 24/7 Carene Vancouver read more

I needed service for a 2 week period in October, 2012. This service was paid; however, they continue billing me approx $1.66 a month. Despite numerous conversations with their Customer ServiceBilling dept, I cannot get them to inactive the service and cancel these charges. I have had to instruct my credit card co to reject the bills. TERRIBLE customer service and billing. I would not use them again or recommend them to others. read more

Ordered a phone (Galaxy Y) and a SIM card for an Italian vacation. Also signed up for a generous data plan so could text and email back home and allow kids ability to contact us on our "dime". Delivery is exceptional. Prompt and installed SIM card. Now the rest. Service was marginal at best. NOTHING worked except my calls to US! Could not receive calls, texts or emails from US. Could not send text or emails to US. Both Verizon and Sprint. I could call out, no one could call the phone except friends in country. I could go on forever. The good news is I bought a plan. The bad news is I wasted about $100 because it did not get used. Directions are horrible. I called to set up, confirm how to use on both ends and was never given accurate information. The Galaxy phone sucks by the way. If you text at all or type in URLS avoid it. I use a Galaxy S III and love it. This little guy (Galaxy Y) is awful to do anything but talk on. I would not recommend Brightroam at all. They need to learn to communicate with customers on how to use everything you pay for. They can't. I received a call at 3 AM in the morning in Italy TRYING to answer my questions when I called them about 24 hours earlier. Bad, very bad. I wasted $100 and was very frustrated. Some issues were with Sprint I am sure. BUT Brightroam did not clearly explain what needed to be done. I signed up for International calling before I left with Sprint so kids could call to no avail. The 800 number they make a big deal out of did not work once for anyone and they tried repeatedly doing many different calling combinations - all futile. Meanwhile my wife did face time on her iPad from Italy to US (on WiFi) with grandchildren and it worked beautifully! We are not tech challenged but never again. read more

i bought a us sim with a 1-800 #. i got a sim with a toronto area code so people can't call me for free! nobody answers the phone there. i left 3 messages and an email. do not use them!! buy a local sim card!! read more

We had excellent customer service when we wanted to purchase a SIM card from Brightroam but since this time it has been nothing but a hassle. I would definitely steer clear! I received charges for text messages I did not make. I was on an 11 hour flight to Italy for goodness sakes, how could I have made those text messages to no one I know in Russia? So yes, the dispute resolution time was originally 3-4 weeks, I have been waiting to hear back from Brightroam for over 8 weeks. I call every two weeks to get a status and wait on hold for at least 45 minutes to over an hour. And funny how I get the SAME customer service representative from original order, to submittal of my dispute, and for status of my dispute, which leads me to believe they have once person manning the phone calls. And lastly, I called to cancel the SIM card immediately we returned from Italy, received a confirmation number for it, and I am still getting bills well after the usage duration for random 'forwarding fees'. So now I get to wait on hold again and receive no reimbursement for 2 months or more. Again, steer clear! read more

As another reviewer wrote, if I could give them no stars, I would. I purchased a SIM card from them four years ago and had no problem. Recently I ordered 2 SIM cards and a phone and had nothing but problems. Neither card worked while we were out of the country (Italy and Germany), I kept receiving computer generated texts and calls that I had never heard of, in a language I did not understand. I have just noticed that my credit card has been charged each month, this is 6 months later, for usage and call forwarding on cards I was never able to use in the first place. When I called customer service, the gentleman was rude and would not give me his last name as he said I didn't need his personal information. They also would not take my credit card information off my account as they said I might still owe charges. They are literally holding my credit card hostage. When I asked to speak to someone else, I was told that no one would give me any information that would me different. Needless to say, after one hour, I was put on hold and eventually I was disconnected. I called my credit card company and blocked their charges and would advise anyone against using them. read more