• Report: #467624

Complaint Review: Unlocking Online

  • Submitted: Wed, July 08, 2009
  • Updated: Fri, February 19, 2010

  • Reported By:St. James New York
Unlocking Online
122 Kingsley Rd Northampton, United Kingdom United Kingdom

Unlocking Online Ltd - Cell-unlockerunlocking Online Ltd: - Cell-unlockersUnlocking Online - Cell-unlockers Failed to refund my money as they agreed to do on two separate occasions Northampton United Kingdom

*Consumer Comment: Same Problem

* : UnlockingOnline.com Rebuttal (Owner)

* : Rebuttal

*Author of original report: cell-unlockers.com cell phone unlocking service

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I purchased cell phone unlock services from Unlocking Online LTD (DBA cell-unlockers.com).

I received my unlock code on May 31, 2009. After several failed attempts to unlock the phone according to the instructions provided I contacted the company on June 1. The support group could offer me no solutions to my problem, so on June 2 they sent an e-mail stating that "(we) have sent your details over the accounts team who will send you a refund. Although normally quicker please allow up to 7 days for the refund to get back into your account."

On June 26 (24 days later) I had not received the refund so I sent an e-mail to the support group asking them to verify that the accounts team had processed the refund request. I did not receive a response.

On July 4 I sent another e-mail to the support group expressing my disappointment that they had not considered it important to follow through on their agreement to refund my money. I also informed them that I would follow through on this with my credit card company; and that I would also seek to file a complaint with the Better Business Bureau - this was before I knew they were a UK based company. I had considered filing a complaint with econsumer.gov (an international consumer protection agency) prior to locating this site.

Cell-Unlockers customer support responded on July 6. They apologized for any inconvenience and stated that "(we) will prioritize your refund and it will be in your paypal account today."

Today is July 8, 2009 and no refund has been posted to my credit card account.

Christopher
St. James, New York
U.S.A.

This report was posted on Ripoff Report on 07/08/2009 07:03 PM and is a permanent record located here: http://www.ripoffreport.com/r/Unlocking-Online/Northampton-United-Kingdom/Unlocking-Online-Ltd-Cell-unlockerunlocking-Online-Ltd-Cell-unlockersUnlocking-Online-467624. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Same Problem

AUTHOR: David - (United States of America)

I attempted to purchase an unlock code from cell-unlockers.com on Feb 5, 2010.  The price quoted for my code was higher than the price range listed on the site, but I proceeded to provide the information because the site reported that they could provide a code for my phone.  On Feb 6, I received an e-mail that the code generation was taking longer than normal.  On Feb 7, I received an e-mail that they were unable to generate a code and that they would refund my money.  Even though they were able to charge the card immediately, the refund would take up to 7 days.

After 7 days with no refund, I sent a follow-up e-mail and asked for the status of the refund.  I was told on Feb 15 that the refund had been issued and would show up shortly.
 
It is now Feb 18 and the refund has not appeared on my account.  I have sent another e-mail to cell-unlockers.com and have not received a response.

I wish that I would have found this site before placing my order with cell-unlockers.com.
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#2

UnlockingOnline.com Rebuttal (Owner)

AUTHOR: Unlocking Online Ltd - (USA)

Hello,

I am the owner of the company Unlocking Online Ltd.
This report was brought to my attention by a potential customer.
I would like to offer the following rebuttal.

Firstly, let me make it clear that many, many customers often confuse our
company with others when making claims or asking for refunds.

The reason why this happens a lot is because we take customer service
extremely seriously. As part of our commitment to customer service we
send out emails to customers when they have partly completed an order.
By 'partly completing' an order, what I mean is this...

1. Customer completes form with their name, email, handset details
2. Customer gets to payment stage BUT DOES NOT PAY.

At this stage, a couple of hours later, we send an automated email
to customers who did not complete their order and ask if they require
further assistance.

Unfortunately, we often find that within this time, customers have
left our website and paid for a less reliable service with another provider.
When we then send them a follow-up email to ask if everything is ok,
we get support requests from customers who haven't even paid us for
their initial order. They have paid someone else.

The report filed here is a classic case of a customer confusing our
company with another.

Let me explain why...

1. We do not send refunds through an 'Accounts Department', our
support staff are able to do this themselves.

3. We do not take 7 days to process refunds. We refund immediately
if a code cannot be sourced. We would not send an email stating
"(we) have sent your details over the accounts team who will send
you a refund. Although normally quicker please allow up to 7 days
for the refund to get back into your account." All of our refund
emails are templates and automated. None of which contain this
content.

3. Finally, and most importantly. We operate over 30 live websites
but we do not operate the website 'Cell-Unlockers.com' as quoted
in the report. Nor do we operate any websites of a similar name.

UnlockingOnline.com takes customer service very seriously
and has an excellent customer service record after becoming
one of the premier sources for mobile unlocking service online
during the past 6 years.

We respectfully ask that this report removed or amended to
reflect the fact that this is clear case of mistaken identity.

Regards

Managing Director
Unlocking Online Ltd
www.unlockingonline.com

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#3

Rebuttal

AUTHOR: Unlocking Online Ltd - (USA)

Hello,

I am the owner of the company Unlocking Online Ltd.
This report was brought to my attention by a potential customer.
I would like to offer the following rebuttal.

Firstly, let me make it clear that many, many customers often confuse our
company with others when making claims or asking for refunds.

The reason why this happens a lot is because we take customer service
extremely seriously. As part of our commitment to customer service we
send out emails to customers when they have partly completed an order.
By 'partly completing' an order, what I mean is this...

1. Customer completes form with their name, email, handset details
2. Customer gets to payment stage BUT DOES NOT PAY.

At this stage, a couple of hours later, we send an automated email
to customers who did not complete their order and ask if they require
further assistance.

Unfortunately, we often find that within this time, customers have
left our website and paid for a less reliable service with another provider.
When we then send them a follow-up email to ask if everything is ok,
we get support requests from customers who haven't even paid us for
their initial order. They have paid someone else.

The report filed here is a classic case of a customer confusing our
company with another.

Let me explain why...

1. We do not send refunds through an 'Accounts Department', our
support staff are able to do this themselves.

3. We do not take 7 days to process refunds. We refund immediately
if a code cannot be sourced. We would not send an email stating
"(we) have sent your details over the accounts team who will send
you a refund. Although normally quicker please allow up to 7 days
for the refund to get back into your account." All of our refund
emails are templates and automated. None of which contain this
content.

3. Finally, and most importantly. We do not operate any website
called 'Cell-Unlockers' as quoted in the report. Nor do we operate
any websites of a similar name.

UnlockingOnline.com takes customer service very very seriously
and has an excellent customer service record after becoming
one of the premier sources for mobile unlocking service online
during the past 6 years.

We respectfully ask that this report removed or amended to
reflect the fact that this is clear case of mistake identity.

Regards

Managing Director
Unlocking Online Ltd




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#4 Author of original report

cell-unlockers.com cell phone unlocking service

AUTHOR: Christopher - (U.S.A.)

Today I received the credit on my credit card statement. The credit posted on July 7 and was reflected in my account on July 9.

The matter is now closed.
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