Heather M.
Rude and unhelpful customer service, charged for site error
For context, wisephone purchasers can pay either through the techless website or the shop app. When I was trying to buy a wisephone, I originally tried to buy through the shop app. However, I received a message that the app could not accept my credit card. The screen did not advance to a confirmation page. So, I instead paid through techless and received a confirmation that payment had gone through. A week or so later, I received two wisephones. When I checked my credit card bill, I saw that I had been charged twice: once through the shop app and once through techless, despite only reaching one confirmation page. I contacted techless and told them about the glitch. They told me I would still have to pay shipping and restocking fees. I finally managed to get a hold of a manager, who told me he would investigate the issue and that I could return without paying shipping and restocking fees. That should have been the end of the issue, but a few days later another manager (Robert) called. He was exceedingly rude, frequently interrupting me and informing me that I was clearly at fault. As I work at a tech company, I'm quite technologically competent and recognize a technological error when I see one. However, Robert insisted that it didn't matter that there was only one confirmation page or that I had received a message that my payment couldn't go through--the issue was clearly my fault. Now I'm being told that I'm only going to get a partial refund, despite the first manager's assertion that I would get a full refund. This company seems to care very little about customers or their experience, despite their assertion that they are trying to protect customers.
Response from TechlessOct 9, 2025
Thank you for sharing your experience, Heather. We’re very sorry for the confusion and frustration caused by the mix-up during your return process. After reviewing the situation, we see that your initial conversation with Zazi was handled correctly - the restocking fee was to be waived, and we are honoring that commitment. A subsequent conversation with another manager, Robert, occurred before the tickets were fully merged, and he wasn’t yet aware of Zazi’s arrangement. We regret that this created the impression of inconsistent guidance and caused any stress. We want to emphasize that the full refund for your second order is being processed as originally promised. To show our appreciation for your patience and understanding, we also offered a complimentary month of WiseOS subscription. We value your support of Wisephone and are taking steps to improve our internal communication so that future customers don’t experience the same confusion. Your feedback helps us ensure that we continue learning and improving. Thank you again for your patience and for being part of the Wisephone community. — The Wisephone Team