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12-24-2017 09:41 AM
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  1. AntLyoN2053's Avatar
    Received the phone today and I this is not the phone for me. I have left a voicemail and sent an email to essential. Has anyone return their phone? What was the process like?
    08-31-2017 04:25 PM
  2. markwebb's Avatar
    Received the phone today and I this is not the phone for me. I have left a voicemail and sent an email to essential. Has anyone return their phone? What was the process like?
    I can't even get to them to cancel an 8 day order which still hasn't shipped. Good luck on that.
    08-31-2017 04:28 PM
  3. anon(238680)'s Avatar
    Has anyone return their phone?
    They were just being delivered today. I think that's a fairly premature question. You have 30 days, right?
    08-31-2017 04:34 PM
  4. AntLyoN2053's Avatar
    I can't even get to them to cancel an 8 day order which still hasn't shipped. Good luck on that.
    Lol, thanks, same to you. That's the same story in every forum, twitter, and other social media sites. Ill keep trying and if not Ill contact Chase and ask for a charge back.
    08-31-2017 04:36 PM
  5. bhatech's Avatar
    They were just being delivered today. I think that's a fairly premature question. You have 30 days, right?
    15 days
    08-31-2017 04:41 PM
  6. AntLyoN2053's Avatar
    They were just being delivered today. I think that's a fairly premature question. You have 30 days, right?
    From what I have seen the whole return process seems to almost be impossible. I was going to refuse delivery but since you cant even get a hold of anyone there I dint want it to banish in to the ether along with my money. I can always try to sell it if nothing else.
    aitt and fernandez21 like this.
    08-31-2017 04:51 PM
  7. anon(4743061)'s Avatar
    I just complained at them a bunch of times on Twitter, they said the would "elevate" my case. I don't know if it will really help but at least I actually got a response from someone
    08-31-2017 07:21 PM
  8. anon(1733)'s Avatar
    I was also worried about returning it or refusing shipment. I found someone to purchase the device so I'll just get it and turn it over to someone else. I'm done with this company. Don't want to go further down the road with them at this point.
    08-31-2017 09:49 PM
  9. anon(661246)'s Avatar
    I just placed a request to return
    08-31-2017 10:16 PM
  10. jamezr's Avatar
    I emailed them everyday fir over a week. I politely requested a cancellation and refund. Politely explained I was charged with no product for a week and considered this to be fraud. Let them know I would be filing a BBB complaint and talking to my states attorneys office. I got the refund email this morning! I will get a refund in 7-10 days to the card I paid with.
    Now to wait for 7 days and see what happens.
    fernandez21 likes this.
    08-31-2017 10:57 PM
  11. anon(661246)'s Avatar
    I emailed them everyday fir over a week. I politely requested a cancellation and refund. Politely explained I was charged with no product for a week and considered this to be fraud. Let them know I would be filing a BBB complaint and talking to my states attorneys office. I got the refund email this morning! I will get a refund in 7-10 days to the card I paid with.
    Now to wait for 7 days and see what happens.
    Sounds like a nightmare
    jamezr likes this.
    09-01-2017 08:20 AM
  12. anon(4743061)'s Avatar
    Well after I got them to respond to me on Twitter the assured me a 24 hour response... It's about that time and nothing. This is turning into a nightmare!

    What email address are you guys getting a response from? support@essential.com?
    09-01-2017 04:08 PM
  13. anon(661246)'s Avatar
    Well after I got them to respond to me on Twitter the assured me a 24 hour response... It's about that time and nothing. This is turning into a nightmare!

    What email address are you guys getting a response from? support@essential.com?
    I sent to that address.. it's been over 24 hours and nothing
    09-01-2017 04:25 PM
  14. anon(4743061)'s Avatar
    FYI: I reached out to Affirm to see if they could do anything to help get the return going since their partner doesn't respond. They seem willing to help.Success returning the phone?-screenshot-5-.jpg
    09-01-2017 06:30 PM
  15. jamezr's Avatar
    Has anyone managed to actually get money refunded back from this outfit? I mean real money....not just a email saying a refund will be coming.
    09-02-2017 10:32 PM
  16. msp1518's Avatar
    I have been credited the 699 because my bank charged them back. Essential has never ever responded to my many emails asking for cancellation and then (after they shipped it) a way to send it back for a refund. Essentially, they have no customer service.
    09-02-2017 10:34 PM
  17. anon(661246)'s Avatar
    Still waiting for a response as they have until Tuesday before I report them to the BBB and then calling my credit card company
    09-02-2017 10:37 PM
  18. anon(4743061)'s Avatar
    I sent another email to them today and it actually went through this time. Almost immediately I got an automated message saying they received my email and someone was reviewing it. I never got the automated message till now. about an hour later I got an initial response from an actual human.

    It seem to me that their entire support system has been shut off up to this point. I'm going to try and call them and see if it still goes straight to voicemail. EDIT: still goes right to VM
    09-03-2017 09:08 AM
  19. aitt's Avatar
    FYI: I reached out to Affirm to see if they could do anything to help get the return going since their partner doesn't respond. They seem willing to help.Click image for larger version. 

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    I told affirm I won't be paying them because i have asked numerous times to cancel my order and then trying to get a refund. When i explained to them I won't be paying them they opened a case
    09-03-2017 10:56 AM
  20. aitt's Avatar
    I sent numerous refund and cancellation emails and got nothing but the run around or no response. I told Affirm I will not be paying them. No response on FB and I don't use Twitter. They sure as hell replied to someone on FB about to review their received phone while completely ignoring everyone complaints. Affirm opened a case so we'll see what happens.
    Attached Thumbnails Success returning the phone?-screenshot_20170903-100932-picsay.jpg  
    09-03-2017 11:42 AM
  21. AntLyoN2053's Avatar
    Finally got an email back and they opened a ticket, that was 2 days ago. It's a holiday so I'm willing to give them some slack...then my friend got the same email and was given a return label within 2 hours! Mine said it's open and it's being looked in to. It's all half truths or straight up lies
    09-04-2017 10:59 AM
  22. Ray Shaffer's Avatar
    how do you get them to open a ticket ?
    09-04-2017 03:34 PM
  23. bhatech's Avatar
    how do you get them to open a ticket ?
    Email to support@essential.com with your question and it'll automatically open a ticket.
    09-04-2017 03:41 PM
  24. aitt's Avatar
    So this is the BS reply i got after the THIRD time i told them i want a refund/return

    We fully understand your frustration, but we know that Essential Phone is a product that will exceed your expectations. We ask that you give this additional consideration, keeping in mind that we do have the 15 day buyer’s remorse policy. Please respond to this email letting us know how you would like to proceed. We hope to hear from you!


    Sincerely,

    Samuel
    Essential Customer Experience Team


    I'm so over this company. I don't care how nice any phone is. You don't BS customer request and try to renig you return policy. If they had cancelled my order the same day I ordered it, they wouldn't have to have worried about a return.
    09-04-2017 04:56 PM
  25. GuyWith4Kids's Avatar
    So this is the BS reply i got after the THIRD time i told them i want a refund/return

    We fully understand your frustration, but we know that Essential Phone is a product that will exceed your expectations. We ask that you give this additional consideration, keeping in mind that we do have the 15 day buyer’s remorse policy. Please respond to this email letting us know how you would like to proceed. We hope to hear from you!


    Sincerely,

    Samuel
    Essential Customer Experience Team


    I'm so over this company. I don't care how nice any phone is. You don't BS customer request and try to renig you return policy. If they had cancelled my order the same day I ordered it, they wouldn't have to have worried about a return.
    I think in this situation they are hoping that if you give it more time the phone will grow on you. You can reply and say thanks but no thanks. I don't think their reply is out of line at all. The choice is still yours.
    09-04-2017 05:04 PM
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