Misleading

I am extremely disappointed with the service I have received from this provider. For months I was constantly contacted and pressured about upgrading my contract. When I finally agreed to the upgrade, I very clearly asked more than once whether earbuds were included with the phone. I was assured that they were included with every phone on this promotion. When I received my phone, there were no earbuds in the box. I immediately sent multiple emails to query this. After waiting for a response, I was asked to provide my details so the matter could be investigated. Once I sent everything through, I was then told to call the sales department myself to sort out their mistake. Eventually, I received a call back, only to be told that it was the consultant’s mistake, the promotion had ended, and my only option was to reverse the upgrade, return the phone, and pay for the data and airtime already used. This is completely unacceptable. If a customer is told that earbuds are included with every phone, then that promise should be honoured. Why should a customer have to pay for an employee’s mistake? This experience reflects extremely poor communication and even worse customer service. I expected accountability – instead, I was met with excuses. I would not recommend this provider based on how this situation has been handled.