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this all started June 26th 2018. When my husband's phone mic was malfunctioning. So we called from my phone and told customer service that his phone needed replaced. The person on the phone said that we would receive a replacement phone 3-5 business days from then. That did not happen. On June 29th we got a box with nothing in it except a fedex package. Also we had to call and have the addresse fixed even after telling the customer service representative the address at least 8 times. Well we called again and then were told we had to send in the broken phone first before a replacement would be sent. That is understandable so the next day we mailed his broken phone. On July 10th we still did not have his replacement so we called in again and were told that they did receive the broken phone July 3rd and no one put it in the system so they could send a replacement phone. That customer service representative said he updated our address correctly and the ticket number we got June 26th and the phone replacement would be received by us in 3-5 business days and to call July 12th for a tracking number. So we called back again and they said that it had been shipped, but no one could give us a tracking number. So we waited and called in again today and were told it is still being processed and no it still has not been shipped! It is now almost 6pm July 13th and my husband is without his phone and the ticket was started 18 days ago. And to top it all off that phone is on the smart pay program and that payment is fixing to be taken out of our bank account t for a phone that straight talk has not us. Still no results after 18 days and we did our part and mailed the broken phone and it was recieved by straight talk July 3rd 2018.my husband can not be without a phone for his job he is going to get fired if we dont get his phone very soon. We have been calling and calling and getting transfer after transfer and no one can tell us when we will receive the replacement phone and give us tracking information(I feel it should be overnight shipped). And we feel since we have done everything on our part and no one else has that we deserve compensation on all of this!

Straight talk customer service representatives who have lied and put us through the run-around: Marie ID# 517995

Charles ID# 522014

(These are the ones we have we did not get everyone)

Product or Service Mentioned: Straight Talk Wireless Cell Phone Replacement.

Reason of review: Problem with delivery.

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MariaST
#1557791

Hi CuddlyMarineToad664. This is Maria from Straight Talk Wireless.

Please accept our deepest apology for all the issues that you have faced with our service. Please send us a message using this link http://bit.ly/2CuBvXO so we can further investigate this matter and provide the best possible resolution. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.