I bought a phone for my girlfriend on 3/1/11. The phone worked until 3/29/11. I called and asked them how I could get a replacement as the guys at the Sprint store said it was defective and I would have to work with the company I bought it from. I called Simplexity and told them I needed a replacement ASAP because this was my GF's only phone. They told me I could leave a $250 deposit and they would ship out the new phone next day. When they received the old defective phone, they would refund my money. The lady I spoke to called me back shortly after placing the initial authorization, she said that i should wait until I got the shipping label she was going to send me to use to send the defective phone back.
All during this Simplexity spoke of my Satisfaction Guarantee ending on the 7th of April. They never mentioned it as a deadline for me to get my deposit back.
Anyway, I sent the phone back when I was sure the new one was working. Sure enough on April 19th, Simplexity sent me an email saying that I would not get my deposit back because they received the phone after the April 7th deadline. It is important to note that I am on the West Coast and Simplexity is in VA. Their return shipping is Fedex Ground. I got the return label mentioned above on the 4th or 5th of April. There is no physical way I could have returned the phone to them before the April 7th deadline they were requesting.
After numerous calls with them, I hit dead ends. One conversation the woman said she would kick the complaint up to her superiors, then called me back three days later to say that my request had been denied. I called back immediately and spoke with a different supervisor who said she would check the status of my account and listen to the phone calls I had with the initial Rep who charged my card and sent the phone. What were they doing when they made me wait three days before?
The last straw was when I said that if they weren't going to refund my money, I wanted them to send back the defective phone so that I could sell it to recoup some of my losses, they said they weren't able to that either. So basically, in the end, they effectively took $250 from me without and services or products.