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I have been a loyal customer with Sprint for over 10 years now. I had never had any major issue with them. By the end of March, I received a mail stating I could upgrade to the newest phone, Galaxy S9 for free. So, I inquired as I had recently upgraded to the Galaxy S8. I was informed that it was a special offer, so I decided to go ahead and get the latest and greatest. I ordered online and picked it up at the store. I asked the rep at the store if I could return the phone there and they indicated I would receive a return package on my mail. I waited about two weeks and I never got the return package. I contacted sprint couple time inquiring about this, they told me they would send it. Finally, I got not one but two return packages. By mid-April I finally sent the phone back. Luckily, I took a picture of the phone in good condition and the label I got from sprint. Later, I saw the phone was delivered to Sprint on April 20th. All looked like was set and done. To my great surprise when I saw my bill for the month of May, and a charge on my credit account for over 500 dollars! I immediately contacted Sprint via chat and they said they hadn't received the phone. I was totally outraged. They said they would investigate and let me know. I keep insisting over the following few days about a resolution and the immediate credit back to my bank credit card. I provided the UPS tracking number indicating the package was delivered on April 20th (OVER A MONTH AGO!) On April 6th, I got a text stating their records indicated they didn't receive anything. At this point I was really pissed off! I contacted them again the following day and I expressed my frustration in how this is being handled. I guess that finally got their attention because the rep told me they had found the phone now (how convenient!). They said they applied a credit on my Sprint account, which is ok, but what about the charge on my credit card that had already been applied? They opened another case to check with the financial department to investigate and give me a credit on my actual credit card. What the heck!? This shouldn't had happened to begin with. Why am I responsible for an incompetent warehouse management that misplaces and/or doesn't update the records accordingly? And why before charging my credit card I was not warned that it would happen? Shouldn't Sprint had investigated before applying the charge? Now I am waiting for a prompt resolution, which they said it would take up to 7 days. Had I known that doing an online upgrade was going to be such a pain the a** I would've never done it! Sprint, I think you need to review your processes and make sure the warehouse updated the records in a timely manner, and before charging a loyal customer talk to them to figure it out! I am so frustrated with all the waste of time and effort to get this resolved, that I am truly considering changing phone companies. More to come…

I just want to say that sprint SUCKS! Ecerything about them is awful, there costumer service,plans,prices and so much more. They need to learn how to be more effecient and helpful. They are awful and I am happy to say that I am a previous customer stupid voice recording lady.

I upgraded my phone in March 2018 and upon upgrading my phone the CSR never mentioned any hidden fee's for canceled contracts. I was not canceling my contract merely upgrading my phone. But according to Sprint we are held to a contact cancellation when upgrading. You would think they would let you know what fees you have for canceling a contract, payout option to purchase your phone, upgrade fees and ect... Well I received none of that and now I am stuck with a bill for 350 for one month. Mind you I pay a mere 80 bucks a month for my line. And after talking to a very incompetent supervisor she had the nerve to ask if I wanted a contract to be mailed to me. Aside from having no knowledge the then proceeded to be sarcastic.. Well Sprint I will leave a bad review on every site I get on and when I can manage to pay off this upgrade I am taking my 5 lines elsewhere.

I will start by saying, the only thing that Sprint has going for them is that their cell service is one step above T-Mobile...and that is it. Let me explain why. Sprint has ABSOLUTELY the WORST CUSTOMER SERVICE I have EVER EXPERIENCED in my entire life. On multiple occasions I have had to call to have a problem fix but NOT ONCE has anything ever been resolved because all the agents ever do is respond by following an already written script. They NEVER ACTUALLY LISTEN to your problem. Along with many little issues I’ve had two unforgivable ones. The first is when I purchased the “buy one get one iPhone deal” from sprint. They said after the third billing cycle that sprint would begin paying the lease. OF COURSE THAT DID NOT HAPPEN. After two month of trying to talk to an agent to fix the problem they would say oh “it’s the store issue you need to go back there” Go to the store they would say “honestly there is nothing we can do here you need talk to the customer service agents” After three months someone finally told me that due to the plan I am on I can not have that deal! After paying over $600 of taxes and leases. Oh and the worse part - because it’s past 14 days and I HAVE TO KEEP BOTH PHONES. After arguing that they false advertised and that is against the law! They granted me a good will credit of 32$ to pay for one of the leases for only TEN MONTHES! That doesn’t even cover the entire lease contract! And I had already paid five months on my own! The next HUGE issue is when I finally decided I was going to outright buy my IPhone so it could be taken to another carrier, once again I had to pay the remaining lease, taxes and purchase fee of $200 and call a number. I called a number and spoke to an agent who confirmed that the phone which is NOW MINE since I just paid another $373 to take it away from Sprint would be unlocked in 48 hours. Do you think it was unlocked in 48 hours NOPE OF COURSE IT WASN’T. So first I chatted with an agent over the internet. Explained my situation that I did not recieve an email after 49 hours that my phone was unlocked. She first said “here is the number you can call to get your phone unlocked” AGAIN NOT LISTENING, I told her I already did that I am waiting for them to unlock it. She said there was nothing she could do but I could go to the store to get it unlocked or call that number to see that was going on. THE STORE HAD ALREADY TOLD ME THEY HAVE NO WAY OF UNLOCKING MY PHONE. So once again not knowing how to resolve anything. Anyway I called that number again and spoke to another agent he said just give them 72 hours. I figured what is wrong with one more day. Well I am now on SIX DAYS and the phone is still not unlocked. These two issues to me are so big because they are being DECEITFUL and STEALING from their customers. Between never paying promised deals and not unlocking a phone that I completetly purchased. I would rate this company ZERO STARS if I could.