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terryschaffer's avatar
terryschaffer
New Contributor
2 months ago

Long time Cox internet; But New Cell service; Horrible! Want to cancel!!

I took advantage of a cell promo from Cox. I needed a new device and had the new Samsung S25 ordered and shipped. After getting it I took it directly to the store to make the switch over. Jesus Gutierrez arranged everything and within minutes I had a new working phone and I bought new protectors also. Jesus was professional, pleasant, and engaging and he had those installed as well. After leaving I remembered I had a coupon for a free wireless charger w/purchase of those protectors so I returned to the store within 6 days to redeem. Jesus was unavailable but was informed they had no chargers available anyway and they didn't expect any in, but just one. I asked to have it but for unknown reasons it wasn't available. With no free charger I then decided to return the protectors and was informed by the staff once opened the accessories were not returnable and is printed on the receipt. However, the receipt also states that the specific brand name case and specific brand name protector had a 14 day return/refund policy. So it seemed extremely vague and really unclear. This is the absolute worst transaction I've ever experienced in buying a new device. Now After 7 days I simply want to return the device and cancel cell services. How do we make this happen?

  • HeatherS's avatar
    HeatherS
    Moderator
    2 months ago

    Good morning, terryschaffer. I am sorry this transaction left you feeling this way. We value your loyalty and truly want you to be happy with your products and services. You can either return to a Cox store location to request the removal of the mobile phone from your account or you can call and speak with an Account Specialist in our Retention department. You can reach them directly by calling Retention Monday - Friday: 8 am - 8 pm and Saturday 9 am - 6 pm at 1-888-438-6673 Option 5. 

  • dwdestin3's avatar
    dwdestin3
    New Contributor
    2 months ago

    Join the list of longtime Cox customers who are tired of being cheated and are leaving Cox behind.

    • HeatherS's avatar
      HeatherS
      Moderator
      2 months ago

      Hello, dwdestin3. This certainly isn't the way we want you to feel. If we can assist you, please reach out to us on Twitter at, https://twitter.com/CoxHelp visit us on Facebook at  https://www.facebook.com/coxcommunications, or email us at Cox.Help@cox.com. In private communication, please include your full name, complete address, and details of the issue as this message will not be connected to the communication unless you include the link to it. We'd like to maintain our relationship with you.