Forum Discussion
Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program.
On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me.
Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone.
It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program.
I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.
3 Replies
Thank you for detailing your unfortunate experience. I’ve had almost the same situation.
I ordered a new phone, was sent an email to verify the address and it clearly said shipping by Purolator.
It was shipped by FedEx and after reading your experience on here I knew once the driver dispositioned it incorrect address I was going to be getting the runaround. Spoke with three different people at FedEx after they blew their secondary delivery date without any updates to the information and an exception to the delivery. I spoke with a supervisor and told them I was not going to drive an hour + to go pick it up from their depot and to return the shipment. I was told by Telus agent I would see an update once it was received and another when it was done being inspected even though it was never in my possession.
that was on Monday. It was received according to FedEx on Tuesday at 11:04 am. I had them 3 full business days to receive it and the called - waited half an hour to speak to an agent - she said she was putting me on hold, came back and said she needed more time, 5 minutes later I was hung up on. Where’s my survey for the customer service?
I called back and waited another half an hour and then got a message their offices are closed. I can go to Bell or Roger and get the same device, same plans. Why stay with a business that gives 0 cares whether you’ve been with them for 20+ years.
CRTC complaint incoming.
at least FedEx offered me a gift basket for the non-service and wasting my time. Telus just doesn’t care enough to return your call when they disconnect you.
TELUS_SupportOfficial Support Team
Hey mwade - We're sorry to hear about your frustration with the order, we'd like to take a closer look at this with you, look out for a PM.
- TELUS_Support
Thank you for reaching out, and we sincerely apologize for the frustration and inconvenience you’ve experienced. Was this an online order? Please send us a private message with your account details and order information.
