#109: I know how thrilled anyone is to go to a mobile phone store in North America because you know you will just get (insert term of endearment here) over. They always try to oversell on accessories for the new phone you were forced to buy that you did not need or want. Then, the plans, where does it end? It's an evil necessity; nothing like the experience I've had with Virgin Mobile, T-mobile, 3, Comviq in Europe which are more pay-as-you-go friendly (with great flexible, inexpensive plans). That in mind, I recently visited the Chinook Centre location of Virgin Mobile (which runs on the Bell GSM Network in Canada as opposed to the Sprint CDMA Network in the US) to inquire about a plan for my Samsung Galaxy Note 10.1 2014 Edition SM-P605 Phablet. As it is, I use ROGERS voice/data, etc. for my Note 3 SM-N9005 since it's a corporate account but I was looking to have another account with a non-ROGERS provider to allow maximum coverage when I travel throughout Canada. The representative recommended just using a data plan to augment the corporate account since I can still use Skype or other voip apps on my devices. He was very thorough in explaining the month-to-month plan and it's tiered cost. The process took less than 10 minutes. Within 10 minutes of that, I had service on my phablet. It's almost like Virgin Mobile think it's not in North America or something. The experience is similar to what I receive in Europe. I'm not sure if we are allowed to mention specific people but the male representative whose name starts with an M is very knowledge and friendly. Is that TMI? OMG, LOL. Sorry, I was texting when I typing this review. You can visit this stores site information, http://www.virginmobile.ca/en/support/find-a-store.html?V=on&itcid=NAV:69 read more

Shout out to today's, (Thursday, May 3), South Centre Virgin Mobile Guys at Kiosk. You two were stellar under fire and complicated, agitated circumstances ... all due to the worst customer service on the planet from Best Buy. Thank you for your patience and graciousness in helping my friend; which led to peaceful and perfect resolution of the situation! You guys raise the bar for Customer Service!! read more

Do not purchase Virgin Mobile plans from Costco or anywhere. Your data bill/useage will be enormous (despite using your WIFI home plans). 6GB will be used within 3 weeks and then you will be charged extra despite having all your Apps and WIFI assist turned off.Virgin Mobile will not refund or cancel your plan after 15 days ( even one day later). The Virgin Mobile customer service representatives (in particular Kenny ID#EZ23942) is narcissistic, RUDE and will offer no assistance or help. Instead Virgin Mobile says the Apple iPhone 12's are flawed and to return to Costco or wherever you purchased it and NOT allow you to cancel your plan without enormous penalty. This has all occurred within 25 days or purchasing the iPhone (from Costco) and Virgin Mobile plans. STAY AWAY from Virgin Mobile Canada. read more

I am actually a huge fan of Virgin Mobile. And by fan I mean "intensely loyal and I'm never switching mobile phone providers" EVER. You walk into this location and just tell them what you need. They do it. And they do it well. read more

Very disappointed to say the least. They offer discounts with participating partners, which is the only reason my friend from out of country bought a specific plan with them. There was so much confusion and so much difficulty trying to get a flight discount and after hours of trying we just gave up and paid full price for the flight. When we contacted customer service about it, we kept getting bounced back and forth. Finally we were told that someone would contact a higher up person and get back to us, but we still have yet to hear back. It felt very much like they just wanted to dismiss us and weren't willing to offer any kind of compensation for the runaround. I definitely won't be recommending their service to any friends in the future looking for a basic plan while visiting from out of the country. read more

Will not recommend it. Upgraded phone when the term was up. Was promised that if better promotion became available in the next 2 weeks. They would give us the deal. Called customer service and they denied and would not do anything for us. Best to switch carrier each time your contract with you existing provider is finished. You get the best deal because now you are a new customer to the new carrier. Loyalty does not pay read more

Horrible. Is what I would call the customer service here. There was a plan for $45 that was only available for over the weekend. My mom and I switched from Wind/Freedom to the Virgin $45 deal, that's two people that became new customers of Virgin and right off the bat, I am beyond angry with Virgin. My phone was working properly right when they put the sim in, data and calling both worked. But for my mom, data was not working. They told us to go to Wind because it might be a Wind problem, let me tell you this was on a weekend where a lot of sales were going on so there were line ups at the phone companies. So I waited in line at Wind and the guy there was very nice he tried every single thing he could and turns out it is not a Wind problem it's a Virgin problem, so we went back to Virgin and told them that there's something wrong with their company and that's why the data isn't working after they put their sim in. We waited at Virgin for them to fix the problem until closing time, I believe 5 hours. Even then, they were not able to fix the data. The manager currently at that time told us that because we waited FIVE HOURS and let me tell you we were very patient and very nice throughout that time, we did not get frustrated at them, we just wanted everything to work out. But it was still 5 hours and they didn't end up fixing it by closing time anyways so we took their email and obviously had to come another day because the mall was closing. So the manager currently at that time told us since we waited so long which was a waste of time for us, that he would credit us 25 dollars which is the activation fee for the SIM card my mom and me would have to pay. Since there were two of us, we both went with virgin thats 50 $ for the activation fee of both our SIM cards, so we were delighted to not have to pay 25 dollars out of the 50 especially since we waited soooo long. The guy said we would see it credited and it would basically minus 25 dollars out of our bill. THAT DID NOT HAPPEN. We call customer service and they said they can't do anything only the store can that promised this out of us. So I go to the store but that manager wasn't there that day so I tell an employee who was there on the day we spent basically our entire day in their store waiting to have my mom's phone ready, and he said he would give us a call back, I was still not mad I said okay no worries. No call back. Now we go again, and tell them we did not get a call back that we were promised 25 dollars off of the $50 worth of activation fee we were going to have to pay because we waited so god damn long. And you know what they told us? That the manager who promised us that doesn't work there anymore and he did not leave any sort of message like that to the new manager and the employee that was there the whole day we waited was there this day as well and he ran to the back. The manager said they have do not have the ability to give such a credit to a customer. THIS WAS WHEN I WAS FURIOUS. And I could not do anything about it. My patience, was worth nothing. I did not get furious with virgin whatsoever until they literally took advantage of us. We waited so long, and we got nothing in return for that horrible service. I am DISGUSTED, this is how they try getting customers, get you stuck with their company, make you wait for so long, promise you something they cannot provide, lead you on, we were better off with wind. If I could give them 0 stars on yelp right now, I really would. read more

Pretty choked with my service. Had a difficult time, and service was totally expensive. Not going back any time soon.

I have been a Virgin member for quite a few years and they have always assisted me whenever I needed. NOT TODAY!!! I am EXTREMLY UNHAPPY and PISSED OFF to say the least. Their employees we RUDE, UNHELPFUL, IGNORANT and UNDER TRAINED/EDUCATED. Two employees to be exact..Jennie and Charlie were on shift when I arrived at 730pm on a Wednesday night. I was helped first by Jennie (insert brief phone history now). I went on a personal trip to London and whilst there my HTC ONEdied..just died, I contacted virgin and unfortunately they could do nothing over seas, so the day I arrived home I went into this stores to send it away for repair, excellent right. After three weeks I call and apparently my phone had arrived five days prior but had not been processed yet but they assured me that I could come and pick it up that evening. So back to Jennie, she seemed unfamiliar with this process, her form of questioning in regards to finding my phone were confusing as I'm not at ALL familiar with their procedures lol but she finds it and we get started with rebooting my "repaird" phone. She boots it, inserts SIM card, charges it up a bit and I'm off. I leave elated to have my phone back and attempt to make a call....DIALING...DIALING..DIALING..DROPPED!! So I try again...nothing, so I head back into virgin and Jennie says just repower it off and on...so I do...nothing again. So back into virgin again, this time it's Charlie's turn to help, he tries making a call and gets the same thing..the call just drops, no ringing, just nothing. His solution WITHOUT ANY TROUBLESHOOTING is to send the phone back in for repairs. LOL your kidding right, it's been gone for 3 weeks, sent back "fixed" but now let's send it out again. Long story is I called customer care from their store while the two of them did their clean up duties, and proceeded to cash out for the end of their evening. THEY OFFERED NO ASSISTANCE, NO HELP, NO TROUBLESHOOTING, NO LOANER PHONE, NO CONCERN, NO CARING, NO CONPASSION...NOTHING...THEY LITERALLY DID NOTHING!!! The care specialist on the phone with me did everything he could to troubleshoot my problem, he had one last idea so I passed the phone to Charlie, as I figured he would understand better, they chatted and he was given instructions on how to potentially fix my problem ....great! I asked to speak one last time to the customer service rep so I could get his info incase I needed more help and as I got off the phone neither of the Chinook Virgin employees did anything...AGAIN!!! So I asked where's Charlie, Jennie informed me he went home "his shift was over" !!!!WTF WTF WTF COMPLETELY IGNORANT!! He didn't even have the courtesy to tell me sorry, there was nothing he could do..His shift was over..can I offer you a LOANER phone.. again...nothing. He just left. Meanwhile Jennie proceeded to act as if I wasn't even there. I will admit I completely lost my temper and used a few choice words, but the unprofessionalism displayed by the two employees was absolutely unacceptable!! They offered no solutions to my dilemma or any knowledge of the HTC ONE, they had no initiative, they clearly have zero customer service training and I don't think they care one bit. I will be contacting the head office and the manager of this store because they are NOT an asset to Virgin and they should not be left unsupervised as they are clueless. read more