13 reviews for Orchard are not recommended

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Ali S.

Canada

1 review

26 helpful votes

No financial responsibility

December 28, 2016

I ordered a Samsung Galaxy 6 in November. I have only just now received a functional phone. The first phone I was sent had a broken screen, the second would not recognize that a SIM card was present. When the first phone arrived and malfunctioned I contacted Orchard and was advised to send it back and it would be repaired and back to me by weeks end. Two weeks went by and I followed up with them, to be informed my phone was being repaired and would take longer than expected (would have been nice for someone to contact me and update me instead of me having to chase them) and they could not give me a timeline of when my phone would be ready. After a couple back and forths they finally agreed to send me a new phone rather than having to wait for my old one to be repaired, but I would have to pay a $36 difference for the new phone since it had more memory. New phone ships and arrives, does not work, AND they have charged me $54 instead of $36 for the upgrade. I contact them again to be informed I should send the phone back, they will try to send me another new phone but they aren't sure when they will be able to/have one in stock, and they don't actually know why I was charged $54. They agree to refund the difference between the $36 and the $54. Another week later I get a third phone which so far is working but I am holding my breath. Here's the catch: the third phone is back to the same storage as the first phone, thus I should be getting the $36 back for what I paid for the storage upgrade on the second phone. I wait, and I wait, and sure enough it does not come through. So I call again. They had no idea I should be re-imbursed. Never crossed their minds. So my frustration with this company is two fold. First is the fact that it took 3 phones to get me a functional one. I know they are refurbished but really 1/3 phones of theirs works? That's a pathetic stat. Second, and the biggest frustration, is their lack of financial responsibility to their customer. Overcharging my credit card by $18 more than you told me without a reason that they can identify, and not realizing they should be reimbursing me for the upgrade I paid for that I no longer have, is ridiculous business management. No one in customer service seems to be that interested in figuring out why this is happening and preventing it in the future so I am sure it will continue to happen!

Date of experience: December 28, 2016