Far better than the store at pacific center you actually helped us unlike the other store who would rather tell you to go online and do it. Well if you only have a phone and no other way to access the internet how would I do that? Anyways thanks Josh! Ironically on a side note my friend found his lost device. So glad to see that at least some employees actually care to do their jobs and not sit on their behinds scrolling on their phones for hours on end or to be bothered to help customers which is their job. That's the other store which I will never ever set foot in again even if he apologized or got fired for his poor customer service performance. Absolutely disgusting unacceptable unprofessional behavior and abhorrent service. From the store at pacific center what a difference shocking.... read more

Horrific customer service from the manager, John, to his whole staff. From the moment you walk in, they will lie to you to your face with seconds of each other they will give you different stories. Different services, different prices and at the end of the day just feel like leaving the store altogether. Warning DO NOT USE THESE PEOPLE. They will lie and steal. read more

I feel duped. I feel completely robbed over a petty amount of money. What makes it more frustrating is that they won't honour their mistake even though the amount is so small in the grand scheme of Telus' corporate world. Last year I got a new, cost-effective phone on a new 2-year plan. The rep at this Telus Store offered me Device Care at $9/mo. I asked for details and they explained that if broken, lost, damaged by water etc they would replace my phone with the equivalent. I crunched the numbers in my head and decided it was probably worth it so I went ahead with it. Almost a year later, my phone did get water damage, so I tried to replace my phone. They THEN told me that there's a $130 replacement fee. They never told me this before. I looked around and I could by a comparable unlocked new phone at local stores for about $150, so what's the use of paying 9 bucks a month and then paying for such a high replacement fee? Essentially I'd be paying about $250 for a $150 phone. I talked to Telus customer service and they explained that the info about the replacement should have been in my package they gave to me when I purchased my phone. I looked at my agreement and told them the info wasn't there. They then said that I should have received an email with the info. I searched my email records and there was nothing. I told them I saw two reasonable solutions: a) they replace my phone for free as per the understanding given to me at the beginning, or b) they refund or credit the $9/mo since it is clearly a warranty I would never have paid for in the first place if I was given all the information. The customer service rep then said he'd look into things and talk with his manager. Over the next hour on the phone he repeatedly did nothing but look for ways to get me to a) cancel my current plan for a fee, b) sign me on to a new longer contract, c) try to upsell me a more expensive phone, d) try to upsell me a more expensive plan. Outrageous! The conversation was escalated to their highest department that deals with these issues. THIS person went as far as saying maybe I deleted the emails that I should have gotten. Essentially they were calling me a liar. I was either purposely misled and scammed of my money, or they made a mistake that they should have recognized and honoured. Months prior to this issue, we had already removed all our home services (TV, internet and home phone) due to similar issues where we felt they were dishonest. Now we feel like it's time, after 25 years of being Telus Mobility customers, to disconnect from them completely. There are much better options out there. read more

I went in to get help regarding my koodo account (because koodo is under TELUS), and twice I was told by rather bored service reps that they couldn't help me. It says Koodo everywhere, but they weren't able to offer any help regarding boosters or account info. They told me to call Koodo.. which I did, and the wait time was 1 hour. They said "keep trying"... read more

I went in feeling like the world was my oyster and left feeling duped by familiar sales tactics. These guys are more concerned about making a sale than being upfront. I was ready to drop some serious coin on a 3 year contract so I wanted to make sure everything was above board ie. what happened if I had to move province and bail on my contract. They couldn't give me a straight answer on cancelation fees. I'd even read the terms and conditions of several contracts, each which stated different things. I took a risk anyway, wanting the free 40" TV. She tried to steer me toward another deal I didn't want. I kept asking when do I get the TV? She pulled the all too familiar move of diverting the question until I'd signed the contract, then with no pause answers You'll get the TV in 4 weeks. Paying my monthly TV bill til then but with no TV to use. Sounds backwards. Really hope it's worth it. She also offered a $50 off incentive but no where on the contract stated this. I'll update to share how legit they really were. read more

Disappointed with Telus. One of the horrible costumer service ever, I went and dropped my phone to see how much it can get replaced, the lady who attend me didn't give me any knowledge and also a phone call for me to approve if they can go ahead and fix my phone. Today she call me to and she said they won't be any payments and she called again told me a different story I have to pay $290. What the heck is that? Now they offered me to pay half because of they mistake and unprofessional. The manager Matt was super rude and unprofessional, this guy needs training again so as the girl that attend me. This location is guildford mall in Surrey BC Canada. read more