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I’m in the most frustrating position at the moment. I’m currently and have been on the bring it back program. Ordered the iPhone 15 pro max online, received, using and went to find out how to return my old device. Never received a shipping label.
I visited 4 Telus locations in person, all of them said they couldn’t help me and each time told me to call a phone agent for help to return my old phone.
So every time I left a location I called. Average time on each call was around an hour. Put on a hold quite a bit. All of them at the end of the call said I would receive a return shipping label by email 2 hours after the call and each time it never happened. I never received one! Not in my spam, Telus app or inbox or in any emails. I flat out never got one and for the life of me can’t understand why it is this difficult to return my phone. I literally have no words and feel defeated at this point. It makes no sense to me, why is this so hard to get a shipping label to return my phone.??? Of course you have 30 days to give it back or you will be charged for the old device. Need help someone please

Total time spent trying to resolve this issue so far = 6 hours over the course of a week. I own a business and don’t have time for this insanity

Community Manager
Community Manager

That's definitely not the experience we want our customers to have! I'll send you a private message to discuss further.

I’m experiencing the exact same situation now 😞
Can you help?

I have a similar issue, but at least I was able to get the labels and send them.

HOWEVER, 2 phones, Canada post delivered and got signatures on Dec 29.

One is in "evaluation" since Jan 4

the other still just says :

Device return in transit

We’ve received confirmation that you’ve shipped your device. Once we receive your IPHONE 12 64GB BLUE, it will be evaluated. It may take 3-5 days for the assessment to be completed.


My 30 days is now half over, What is going on???