Order Processing taking forever

[dottyautumn]

I placed an order for a Samsung Galaxy A13 5G 64GB Black on March 25th, 2022. And it's now April 29th, 2022. I have not received any notification about potential delays to the shipping process. The website says orders can take up to 5 days for processing, but it's been over a month now.

[Haley]

Very upset and disappointed with Virgin lack of customer service and false advertising. It's been 3 weeks since I updated my phone online. The order mentions, and still says on the website and app, that an online order will be fulfilled between "2-5 business days from order day", which is clearly not valid. Since I did not receive any email regarding the device being shipped, I called customer support several times to be told to wait a couple of days. They don't give any solution or reason why this happens. The website needs to be updated to the current situation as it still says "2-5 business from order day".

Based on the forum I am not the only person having these issues. They should've been upfront with people. I missed other sales for trusting virgin would fulfill the orders. Never again.

[RayA]

It’s been 14 days now that I haven’t had any status on my new device iPhone 13 that I’ve ordered last November 28, in this regard can  somebody tell when my device  is going to be delivered. Can someone provide me an update. Thanks.

[Marcusind]

Many people are having this same issue. We ordered during the black friday/cyber monday sale and were promised 2-5 days shipping. Since then it seems like we have all been told mixed messaging from shipping delays to manufacturer delays. I just want someone from Virgin to respond to us and give us an explanation and make it up to us for waiting in the dark so long. Even support doesn't know what is going or or how to respond to customers complaining via chat. Virgin plus please help!

[Toronto01]

I ordered a new phone during the black Friday sale back on Nov. 21st, the status has been stuck on "order is pending" ever since.

Have reached out to customer service multiple times without solution, with 2 requests for escalations for assistance 

Still have not received any assistance/callback, How can I escalate past the escalations team? What are some options besides just cancelling with VM? Customer since 2015 so extremely frustrated over this

[KA]

This exact same thing happened to me!! I called escalation repeatedly and I kept being told someone would call me back in 5-7 business days to resolve this issue but I never once received a call. I also filled out the “unresolved concern” form but have not received a response from that method either. I am not sure what else to do… i am also long time customs and will likely just end up switching providers. Very disappointing customer service.

[Rockstar_user]

I ordered a new cell phone online as a Christmas present for my wife but it never arrived. Purolator tracking shows it returned to the warehouse on Dec 12th and signed for by Dale, who I assume must have pocketed it himself as nobody at Virgin Mobile seems able to locate it. 

After talking to 8 agents on the phone, filing two Unresolved Concern forms and visiting the local Virgin store twice, I've pretty much given up on getting anyone at Virgin to fix the issue. I'm being charged the monthly payments for the phone.

I don't seem to have any options left other than to file a complaint -- has anyone found this to work and if so how long did it take?

[Toronto01]

Thank you for the suggestion! I was finally able to get the order cancelled and refunded today, try bugging customer service on social media, Facebook worked for me, still a massive disappointment, i'm planning to switch out after this, Best of luck!

[AC1]

what is wrong with virgin? cancelling phone with out notice.  very poor service

[AC1]

I have also waited a month

[Questioning]

I'm experiencing the same issue. My current phone is no longer working so I opted to upgrade my device online as the website indicated that I could expect to receive a new device in 2-5 business days. I chose a Google Pixel 7, paid a downpayment, placed the order and received email confirmation. However, I never received an email regarding shipping or tracking. When I check my Virgin Mobile account it states that "Your device will be shipped as soon as we receive inventory from the manufacturer". When I ordered the device the website did not indicate that they did not currently have this phone in stock. I am now left without a phone and have no idea when I can expect to receive the new phone that I have already paid for. Based on the comments in this forum it sounds like it could be weeks and if that's the case I will need to cancel my order and buy a phone elsewhere. Has anyone experienced this recently, has order times improved at all?

[DoubleJ]

Pre booked iphone 15 pro 3 weeks ago! I still have no idea when i will get it. I contacted through store where i placed order, contacted live chat with customer care, nobody knows any information about it. I don't even have a tracking number to check. Horrible experience.

[Joan]

Hello, I ordered an iPhone 15 Plus on Oct 23 and today, being Nov 5, I have still not received it. I was under the impression that it would arrive for sure after 10 business days but it has still not come. I paid a $755 finance fee to get this phone so you do expect it to come.

I called Virgin almost a week after I bought it as I recieved an order confirmation email but never got another conformation email for my order tracking number a few days after. And on my My Account it was showing that I owed the $755 even though my payment went out to Virgin. I just didn't know if I missed something, so I was confused. I called and they said my order went through and was paid for and it should arrive for next week (meaning last week). That week flew by and nothing. I still haven't gotten my tracking number so I don't even know where or it, whether it is shipped or not.

I need some confusion cleared here. I paid a lot of money and will be continuing to pay a lot with financing to pay the rest off and with the expensive phone plan. I would have hoped to have it by now. I've been with virgin for a lot of years, even under my mom before I had my own account, and they've always been great. Just feeling a little disappointed:( If I don't have it by the 7th I'll be calling again

[Joan]

I'm dealing with the exact same thing with the same phone and I'm frustrated. At least I'm not alone in not getting any tracking info. This is honestly ridiculous 

[DoubleJ]

I placed preorder for iphone 15 pro black 256 on September 18th with 950$ deposit. Its November 14th today. Till now there's no update. Apple started selling phone from their site with 2 days delivery but no update from virginplus. Never had to wait this long for anything ever. Worst service ever. Im gonna cancel after waiting one more week and place order from apple.

[Yeogies]

How long has everyone had to wait for their s23 fe? We ordered 2 with our plan upgrades and one came right away the other is pushing two weeks. We're kind of disappointed because we thought about ordering the s21 ultra pre-owned for one of the plans, and now it seems like we would have already gotten that. We know it says delays of 1 to 2 weeks, but we're guessing it's going to be longer, so just wondering if others are in the same situation.  Kinda wish there was an option to change what you wanted for the new phone if it hasnt been shipped.