Agent canceled an order but did not issue a return label

Question

Ordered an iPhone 16 + wireless line from cox. Changed my mid and requested to cancel. The agent on the phone did cancel it, but forgot to issue a return label for the iPhone. I have been to 3 different stores and they keep saying they don’t take returns for online orders. I spent about 4 hours being bounced around on the phone and they keep saying I have to return it to a store. I was even given a fake work number that did nothing when I presented it to the store. Any way to escalate or fix this mistake by the agent who did the cancellation?

juliann · Answer

Hello, I am very sorry you’ve not had the best experience with Cox. This seems like a very frustrating situation and I would be upset myself if I could not get proper information where to return the phone. We value your business, and we would be happy to help. Please email us your “full” name, “complete” address, Cox pin and a copy of your post to Cox.Help@cox.com for further assistance. Thank you!&nbsp;

curtb · Answer

OP wasn't so much complaining as simply reporting a mistake made by a Cox representative and asking what could be done.&nbsp; It's probably not an issue that comes up often, but anybody with similar questions who reads this will still have the same questions.&nbsp; Why couldn't you provide some type of general instruction on what OP can do?&nbsp; That could have benefited everybody.&nbsp; It wouldn't have required any personal information.&nbsp; You could have told OP to contact you directly if they needed further assistance.&nbsp;&nbsp;

colleend · Answer

CurtB This particular issue was a bit more complicated and required we speak privately with OP, but has been resolved. I apologize that the thread hasn't been updated.

curtb · Answer

Hi, ColleenD&nbsp; &nbsp;I just searched Cox policies for returned equipment.&nbsp; I found where it said not to take a Cox Mobile Device to a UPS store without a label, but it didn't say anything about that being a requirement for taking one to a Cox store.Note: For Cox Mobile Devices, do not take the device to a UPS store without a return label provided by a Cox agent.&nbsp;Contact us to get the return shipping label. Returning Your Cox EquipmentI can see how OP's issue would have been a bit more complicated than normal. but can't you tell us how it was solved without revealing any account information?&nbsp; Is it a secret?

colleend · Answer

CurtB This situation was a one off and required special handling so, to be honest I would rather not publish the resolution publicly and have anyone misunderstand. The nature of the original post being outside the purpose of the forums aside, situations like this particular one need to be handled on a case by case basis.&nbsp;