I purchased a phone from Coolicool back in Nov 2017 (order number **************)

Received the phone a month later (typically shipping). From the first time I turned it on, the phone didn't work properly.

When I purchased phone, Coolicool had a returned policy stating you could receive a refund if issue reporting in 15-days.

I reported the issue 14 days after I received phone. Coolicool said they couldn't provide a refund - they could only repair it.

After shipping phone back to them, their "Technical Team" could find the fault. It took them just over 6 weeks to find the fault I observed on the phone every hour.

It took them another 4- weeks to "repair" the phone and ship it back to me.

When I sent it to Coolicool, it did power on and worked for a time until the screen stopped responding to touches. The "repaired" phone is dead - it doesn't come on at all (no lights or haptic buzz with I plug in a charger).

I could have gotten a better repair by finding a 3-year child, putting this phone in one hand and a rock in the other.

How does a "Technical Team" send out a dead phone that they've "repaired"?

I've spent the last 14 weeks talking to no less than 3 "customer service" people (no service to be had here), they have all said the same thing:

"We cannot provide you with a refund, your options are 1) keep the phone (paper weight) and we will give you a $20 voucher to spend on our website OR 2) send the phone back (AGAIN) and we will send you a used phone"

You can tell when someone wants to avoid facts. I've asked all people involved the same question:

"If YOU bought something new (for $300) that was broken, would accept a $20 gift voucher (and keep the broken item) OR accept a used item instead?"

No one from Coolicool has answered this question yet. This is a far cry from a company that claims it has "stellar customer service"

After admitting that I should have received a refund when I requested it more than 8 months ago and making the mistake of fixing (breaking) the phone I purchased, Coolicool still refuses to refund my money (after 9 months) - #Onlinetheives

If you thinking of purchasing anything from Coolicool, you would be better served if you went to the ATM, withdrew the cash, set the money on fire and toasted a piece of bread - at least you have a piece of toast.

Avoid this company at all cost.

I would not recommend anyone to buy from them. The phone that I bought had problems with battery charging from day 1 (it took 10 h and more for the battery to charge). When I wrote them about it, their first suggestion was to buy new battery (I should buy new battery for the new phone!?). Since I didn`t agree with this, the said I could send it back and they will repair it. Which I did (of course I had to pay for the transport costs). After 3-4 months I got it back in the same condition! Since they didn`t agree to send me new phone or return my money (they did offer to me second hand and much cheaper phone), to which I could not agree, so they said I can send it back again. Which I did (I pay again the transport costs and had to fill the customs papers again). After 3-4 months I got the notification that the phone is at the customs. Unfortunately I was on holidays and didn`t pick it up on time so the customs send it back to the sender (I didn`t know the package can be at the customs only 20 days, before they send it back). I wrote to Coolicool immediately and asked them, when they receive it, if they could send it back to me. They said they will do that as soon as they get it back. My phone was sent back from our customs on 27. 6. 2017 and hasn`t arrived to Coolicool till today! I keep writting to them and asking them, if the phone has arrived yet and they always say that it haden`t and that I should have patience. They also always emphasize that I didn`t pick it up from customs, which is true, but in the meantime, through writing with them, it turned out, that they didn`t repair the phone also for the second time, because according to their technical department everything was ok (I got it checked in Slovenia and the phone was not charging corrrectly). So now I`m glad that I didn`t pick it up from the customs, because the phone was not repaired and I would need to send it back anyway (for the third time). Since I`m tired of waiting for this phone, I asked them again that they should return my money or send me new phone. They offered me again a second hand phone. Since I didn`t agree to that, they said they can return to me 30 USD. I paid for my phone 163, which means this would cover only the shipping fees for the times I had to send phone back for repairment, so of course I could not agree to this. In the last e-mail I now got from them, they write, that there is no way that they can return me my money, and if I want a new phone, I should buy one and they can give me a 10 USD voucher for it. I know they are tired of me, but not as much as I`m tired of them. Sorry for my long story. But maybe my experience will help someone who wants to buy a phone from this company. Just say NO :)

First time I placed an order with them was in November 2016, three phones. They supposed to be Christmas gifts. I ordered in almost two months before Christmas and from their EU stock to be sure, I would have my gifts.

When I did not receive the package I contacted customer service, and they sent me tracking number. I waited patiently, but nothing happened no package. I contacted customer service and they replied with a standard email, not offering any solution. Then I decided to write a review on Trustpilot. What happened next was they tried to pin the lack of delivery on me, saying the package was returned to them due to wrong address, however that was not true, I had confirmed the address was correct. This is 6 weeks after I placed my order. They agreed to send a new package, I insisted they send it express with UPS or DHL, but they still sent with the postal services. I had made sure they aware this was a Christmas gift. They still had 10-14 days in order to deliver before Christmas, however the package arrived some time in the first week of 2017.

It took 6 weeks for them resend the package, and the second time they sent in order rectify their first mistake, they did not succeed in delivering timely either. In total it took them more than 2 month to deliver.

On August 13th. ******* I decided to give them another chance and place an order for a phone. Today it is September 4th. And I have still not received my product, although the company has taken money from my account. When I contact customer service they keep pushing the responsibility on me. They simply fail to understand it is their responsibility to deliver and make sure freight partners deliver. I have visited the local DHL office and the central post office in Cyprus, both telling me they do not have a clue where the package is. I contacted customer service asking them either to resend the package express or issue a refund, their arrogant respons was if I want a refund or redelivery, I would have to wait until the product was returned to their stock.

Conclusion, They have taken money from my account, have not delivered yet and are not willing to find a solution to the issue, other than waiting it out.

I will not give them a third chance to screw me over again.

In case any of you buyers out there dare to buy a product from Aukey / Coolicool (http://www.coolicool.com) you had better make sure you are buying a healthy product in order not to be dependent on their catastrophic Customer Support as in my case:

An Oukitel K6000 Pro smart-phone bought from Coolicool turned out to be defect on arrival. I finally got a new replacement phone, but only after more than three months and with extra expenses for transport and customs summing up to some 50 USD, which the seller did not compensate me for. During the long handling time, the selling price of the phone decreased with some 40 USD, hence the loss came to a total of some 90USD not to speak of a large number of spent hours and much frustration as follows:

1. The defect of the received phone was found within hours. Contacting Coolicool Customer Support (CCS) I was asked to send them proof of the defect.
2. Such proof was sent in the form of jpg-picture files. The CCS repeatedly excused themselves saying they had not found the files in the mail, not been able to open them etc. They asked me to send videos, and so excused themselves saying they could not open the videoas. Finally they asked me to upload video clips on YouTube. More excuses. Three clips were so uploaded, including one with the defect phone and a functioning Oukitel phone filmed together.
3. The CCS finally allowed the defect phone to be returned. However, the information on return procedure and return address was not correct or found on the CCS web-page.
4. Searching the Internet, a return address was provided by another customer. A dispute was opened with PayPal. Then the return address was also mailed from CCS. Their instruction was to send the defect phone by ordinary mail.
5. Tracking the return-package it was clear that CCS delayed the matter further by not picking up the package from their local mail office.
6. Once picked up, I was many times asked to have patience. Testing of the phone would take time.
7. Finally CCS informed that the phone was proved defect - it could not be started at all.
8. A new phone was sent by CCS - not express by DHL as was originally paid for, but ordinary Netherland Post mail.
9. The new phone was finally received but new custom duties had to be paid.
10. The extra cost of some 50 USD occurred was claimed. Also the new, by 40 USD lower, price after more than three months was claimed.
11. No answer from CCS on compensation for the extra cost, 50+40 USD, was received.

It can be noted that I have also contacted Oukitel directly but been informed by them that the matter must be handled by the seller Coolicool. It has been noted that also other customers have found the Customer Support and Service at Coolicool completely unacceptable. Thus - avoid buying from Coolicool, their Client and Customer support is far from acceptable.

Krister Pettersson

Hello to all,

I'm to report this bad situation, I bought a new Elephone P2000 at 2014-10-30, at 2015-05-10 the phone started to give me problems, and I sent it to the warranty, I did everything like they told me to do, I payed 6.60€ (I still have the bill) to send the package to the factory (china) like they told me to do.
Now after 2 months of waiting, they tell me that they lost the package that is in Post office has delivered (see picture bellow).

http://i.gyazo.com/a4297ed4661a0ff38ed133b*******d64.png

I tried to change for a new one for the price I payed plus the difference (that was of around 20€), and I got the answer of that they couldn't give me the money I payed, only a coupon of 20€.
What is this? I buy a new phone, it has something wrong with it, I even pay to send it to the warranty, they lose the package, and don't want to give me my money back?

This is Europe, not china, I have rights, and my rights tell that when the seller lose the item bought or when the item goes to the warranty and they have to replace it, I must be contacted to know if I accept it or I want my money back.

I want to know were I can report this situation.

Best regards.
Hugo Alves

BEST SELLER EVER. PHONE IS AMAZING. EVERYTHING IS GREAT.

The service is very good. Perfect experience!

I dont know where to begin but perhaps let me start by summarising this:

I have been buying online since the very beginning of the internet revolution with my first purchase on Amazon in 1994 and in all these years I have never experienced such horrendously bad service from any retailer whether online or not! NEVER!

I have always heard of other people suffering bad service but it never occured to me that I would fall victim to such bad service in 2014 / 2015 from an online company that is well know.

STAY AWAY FROM CooliCool.com they are not to be trusted as a reputable or as a professional company and here is why in bullet form:

* I ordered an expensive phone for almost $300 from www.coolicool.com on the 20 November 2014, and was told that stock would arrive on 25 November and that my phone would be shipped the following day.

* Since I paid extra for DHL expediated delivery I was told that my phone would be shipped on 26th November 2014 and that I should receive it between 4 - 7 days.

* So I carried on with my life expecting nothing other than the above or at the worst a few days delay. After all I have ordered from many websites in China before and I have had no major problems other than faulty product or damaged or delays in delivery but at the end I always got my product.

* On 27 November I decided to log into the accounts manager on www.coolicool.com as it was a weeks since I ordered and I expected an email with my DHL tracking number but I did not get one yet. So I logged in and saw the status as "Paid. Confirmed. Unshipped." Odd, unshipped after 7 days of paying. That is very odd. So I decided to contact them.

* They dont have a telephone number, live chat or any other way of contacting them other than this one email address: *******@coolicool.com. I thought how could I have missed that! I always check if there is either an email and phone number or an email and live chat function before ordering from new websites. Oops I must have forgotten this time... So I had no other choice but to email them.

* 24 hours later they responded with " So sorry the phone is still not in stock but we will get it early next week and we will ship by the end of next week"

* I replied back with no problem as soon as it is sent please email me my tracking number thank you.

* On the 6 December I emailed them again as I heard nothing that whole time. 24 hours later they reply back with "Sorry but we still have not got the phone. The manufacturer promised that we will get it but we dont know when. What is your decesion with this order?"

* I thought to myself HUH? They dont know when? Surely you must know some estimate at least of when you will be getting your order. Especially since I heard that they had ordered a lot of ounits (as per their website 1000). So I sent an email saying please give me an estimate date.

* No reply. I emailed back and they said that they will can refund me or I can wait until stock arrives. So I decided to wait as this was not really their fault. I cant blame them for this as it was the manufacturer who delayed not only Coolicool but every other website worldwide who was selling this phone.

* My problem is not really with the above its with this:
Yesterday I emailed them as I noticed on the phone manufacturer's website that the phone has now been delivered to all retailers, etc. I received a reply from Coolicool.com to inform me that my phone has been sent and that I will receive a tracking number once the system is updated.

* Well today is the 23 December 2014 and I did not receive my phone or tracking number yet. So I emailed them back. By them I mean Grace and Candice from Coolicool.com who were the only two I spoke to and they sent me this email and I will copy and paste this one directly unlike the ones above where I typed it in from memory so you can fully understand the impact this has had on me:

1 MONTH AND 3 DAYS LATER I GET TOLD THIS:

Dear customer:
Thanks for your message.
**************
We can not send to your country, because your country can not allowed to import the Electronic Products，so sorry about that, so what is your decision as for this order?
If you still have any futher questions, please contact us, then we will do our best to help you.
Best regards
Grace

WHAT THE HECK?

* Firstly let me clarify that my country ALLOWS imports of Electronic Products WITHOUT any conditions other than paying the normal custom tax & duty like virtually every country in the world. I can import any mobile phone or any consumer electronic device from China or any other place as long as I pay the normal customs.

Which is exactly what I had planned for as I knew that anyway after all it is not the first time I am ordering electronics from China. My TV, my laptop, my current cell phone are all from China from the same area as Coolicool.com. So what are they talking about?

* Secondly, it took them 33 days (1 month and 3 days) for them to tell me that they dont deliver to my country? Look some websites dont want the hassle of international delivery so they choose only to deliver to some countries. Thats cool. No problem. But they dont write on their website "yes we deliver to South Africa", then take your money for a whole MONTH!, only to tell you that they dont deliver to your country.

* I decided to contact my governments department for imports. They said that this is absolute nonsense. China is a partner of the BRICS member block of which my country is also a member therefore there is an open trade partnership between all members of BRICS so how can they say that we dont allow imports of mobile phones from China. This is nonsense and a lie. So I emailed them back to tell them this and I received this reply:

Sorry sir, my mistake, we dont send anymore to your country.

* I really dont know what to say any more. They take my money and lie to me that my country prohibits me from buying a phone from China. I contact the government department and they tell me that there is NO prohibitation of importing electronic products from China. In the meantime an email came from coolicool.com system saying that my money has been refunded and that I must check my paypal account. I did but it is still not in.

I DONT WANT A REFUND I WANT MY PHONE! THAT IS ALL I WANT. I have orderer a tablet from Chinavision 2 weeks after I ordered on Coolicool and this arrived. They both are in China, so why is Coolicool lying to me.

* Why am I not happy with a refund? Well, because I bought this phone during pre-sale so that I could get it for less which means that I paid $200 for the phone on 20 November. Today the phone costs $400! Double the amount of money. I dont have that.

And all I want is my phone I paid for on 20 November 2014 for $260 including DHL expediated shipping from Coolicool.com, do you think they will do the honest thing and send me my phone? It is Christmas after all and I have had such a bad year as it is. I hope Santa (Coolicool) is listening.

STAY AWAY FROM COOLICOOL.COM UNLESS YOU ARE BORED AND LIKE PLAYING GAMES FOR ONE MONTH ONLY TO GET A REFUND FOR A PHONE THAT COSTS MORE TO GET A MONTH LATER!