To be honest, this was our location of choice. After going to a couple of different Cricket store locations, my hubby and I found this location to have the best costumer service, with knowledgeable representatives. However, that all changed December of 2019. When we went to add a phone to our plan, the sales girl did not seem to be able to answer simple questions concerning changes in our family plan. As the normal guy wasn't there; my spouse and I decided to come back later. A few weeks later, with time running to purchase the phone before Christmas, the hubby and I went back in. Now there were two sales girls acting squirrelly about changes to our plan when added another phone. But again, time was running out, we had to get the phone. Let me add, that when we have gotten phones during the Christmas season, there have been freebies. None were offered when getting my son's phone... and both my husband walked out feeling this had more to do with the inexperience of the staff.
But, I digress.... In January when our automatic payment was withdrawn, the bill had jumped up over a hundred dollars!!! I quickly went back to this location, as the bill should have only gone up thirty bucks. Well, turns out the addition of the new phone had not been set up right. The fix to set the account up correctly was quick. However, I had to call later when it was discovered that the difference had not been credited back into my account.
Well, as my son used the phone a pocket developed between the screen and the screen protector. The pocket kept getting bigger, and soon it was so big that he could not use the phone. So, as they installed it at this location, and I could not get it off; I took my son, the phone, and the screen protector back to the store. When we walked in my son tried to explain what was happening. But, the initial representative immediately started questioning if it had fallen into water. My son had to assert himself and explain again that a pocket was developing between the screen and the screen protector. The sales representative began talking about receipts, and I interjected that we just needed her to take the screen protector off.
I then walked acrossed the room to the screen protectors. I asked my son to verify which one he had installed on this phone. From behind us the representative again started talking about refunds, and receipts. I explained that I just need her to take the screen protector off. The representative, walked into the back and came back with another representative... Who began explaining that there was only a seven day return policy, and that was with receipt.
Three times I asked them to solve an issue, with no request for a refund. And, three times the employees at this location were too busy trying to provide the lowest form of customer service to even hear my request. So, I asked again that they just take the screen protector off of the phone, I added that I would call regard my customer service experience. To which they said... Nothing, because they still did not hear me.
I left my son, the phone, and the screen protector in the store, and walked outside to make that call. I filed a complaint and was told that the store manager would call to follow-up. The whole process took thirty minutes, in which time my son still had not come from the store. the two sales reps were still unable to get the screen protector off. I told my son to get his phone and lets go. I waited another ten minutes, finally my son emerged, upset... with his phone, and a screen protector that was shattered!!!
When they couldn't get the improperly installed screen protector off, they busted it to pieces. I do not know if it could have ever been properly installed if left in one piece. But, I figured I would ask the manger about it when he called. Just one more problem... after a week, no call from the manager to follow up. read more
