Rogers

The best customer service at this Rogers - especially by Selina. She is awesome and very kind. . Finally, I felt appreciated as Rogers Customer .
Apr 17th, 2023

First phone company to ever deal with they never help you with anything
Nov 29th, 2022

Aug 9th, 2022

Feb 20th, 2022

TL;DR I was unable to buy a new phone from Rogers, in the store or on the site, and they were unable to help unless I paid a $50 fee for them to do their job. I just paid off my iPhone 11 and planned to replace it with an iPhone 14 pro Max. I was told there would be a $50 setup fee. When I asked what this fee included he said he couldn't explain it to me. I asked if this is to exchange the SIM card and he said effectively yes. I then started to buy the phone online via express pickup from that very store. This will waive the fee. He informed me he could transfer my old phone to my new phone and that's what the $50 charge would cover. I said understood but I didn't want to pay for that since I could do it myself. He then went on to serve another customer as I struggled with the website. It notifies me that the phone is not available for pickup even though the store has it in stock. I went as far to start a chat a session and was told there was nothing they could do but suggested I explain to the store staff that the site was problematic and perhaps he could do something to waive the fee. I asked if he could wave the fee and he said there's nothing he could do. In fact, he said he had limited experience using the customer facing website. So effectively the Rogers website will not allow me to buy a phone for express pickup. Therefore, Rogers is holding my phone purchase hostage for a $50 fee when all he had to do was walk three steps to the back of the room and bring out the phone and make a customer happy. Unbelievable. EDIT: 5 minutes later. After leaving the store I had a subsequent chat with another Roger's online representative. They inform me that pickup is not available for the iPhone 14 series and then it's mostly due to high demand. I was told 'it's complicated to keep inventory updated due to that and just to make sure we don't end up booking extra orders than what we have.' I was happy to receive that information, and it certainly clears things up, something the first chat session and the store staff weren't able to explain.
Apr 14th, 2023