I ordered an unlocked phone from Cellhut.com. It arrived by UPS, who delivered it when I was not home. When I tried to pick up the phone directly from UPS I was informed that Cellhut had restricted delivery in such a way that I could not pick the phone up until UPS attempted to deliver it for three days even though I told them that I would not be home when they attempt delivery.
A phone call to Cellhut to change this ended up with my being put on hold. When I finally picked up the phone, the outer box looked fine, but inside the box was damaged, the phone was not as pictured in the ad (the phone did not have a logo in the ad, the actual phone I received had the ATT logo enscribed on it), the battery door was opened and could not be closed, the battery was dead and attempts to charge it were fruitless. Calls to the company resulted in being put on hold. This time I only waited 10 minutes before giving up. I went through the email process of getting an RMA number, and explained exactly why I was returning it and why I wanted a full refund. I received the RMA number 3 days later. During the wait I attempted to call the company, with the same result of being put on hold. I also complained to my credit card company. They sided in my favor and returned the full price, $115. A few weeks later I get a letter from the credit card company saying Cellhut had responded, they had issued me a credit but with held $18.75 as a restocking fee, and therefore the credit card company will also charge me that $18.75. Enclosed with this letter was a copy of the letter Cellhut had sent my credit card company. In it Cellhut said that 1) I had returned a damaged phone, 2) I had returned it past the 10 day return window, and 3) the phone I returned was returned on January 10. (The actual truth: The phone was damaged when I received it. January 10 was the day I had ordered the phone. The phone was accepted back by Cellhut on January 20th according to USPS records. The phone was sent back the next business day after I received that RMA number. I now also have a complaint lodged against the credit card company.)
In the letter Cellhut sent my credit card company was another number and the name of a manager. I called this number which turned out to be a private home. I got the manager on the phone who told me that he was not aware of the problem, that they did not receive my letter, that I should have not accepted the package if it was damaged (as I said - the exterior package was not damaged), and that Cellhut would never send me a damaged phone. He told he would get back to me within two business days. Yes, and I'm Princess Di.
I would stay away from Cellhut.com.

I ordered the ROKR E8 on 9/16/09. by 9/23/09 it still hadn't arrived. I called they said they were awaiting a shipment, I asked why since the website said the phone was in stock. Told them to cancel my order. it is now 9/28/09 I have yet to find my money refunded to acct. I called the bank they said Cellhut received the money on the 21st. how do you take money for a product you have not sent? 9/29/09 I called cellhut about why I hadn't received a refund for the cancelled order. I was told that only a manager could do that. I yelled, "why did the last girl I talked to tell me that all she has to do was click a button and it would be processed?". She called me a b!tch and hung up on me. I immediately got a call back from number (516) 740-0656. It may have been the girl that just hung up on me, as all the girls at Cellhut sound just alike but quickly the voice changed to that of a man who said he'd process it right away. He tried to be nasty too as he hung up by calling me "buttercup". During my interaction with the male I could hear the females laughing in the background. Nice customer service, no?

BAIT AND SWITCH / A COMPANY THAT DOES NOT PROCESS REFUNDS QUICKLY / HORRENDOUS CUSTOMER SERVICE!!!

From:
Leonardi Joy
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To whom it may concern,

I am writing in regards to my order. I have queried your "Company" who suggests they deliver "Superior Customer Service" in regards to my order. In light of this, I have come to understand via your "Order Status", various emails, and one really disrespectful "Customer Service" agent, that the order I had placed was out of stock, even when I had placed the order in which CELLHUT gladly debited my personal finances. This behavior is unacceptable and I would like to address this with a department manager. It is very important that my account be credited in a timely manner, not 5 days. The "Customer Service" agent was blatantly rude, she addressed me with rhetorical comments, and an obvious lack of respect when I requested the assistance of a manager. Her combative attitude towards questions and customer discontent was greeted with negativity and yet again comments directed towards the customer, ie " you are trying to jeopordize my job" / "It seems that you are insecure with my comments" and such. I tried to explain to your "Customer Service" agent that in the fashion of customer service it is not correct to address customers with rhetorical comments.
So, in light of your unfortunate "Customer Service" agent, I have requested a refund in which she stated there are no accounting representatives to discuss this with, as well as there are no Department Managers to speak with. I hardly believe this is true.
I hope that for the fortune of your company, my refund will be issued. My confidence is waning.
With that I hope you address your employees as I am address the organizations that govern business and other consumers.
I would greatly appreciate a response from someone other than a "Customer Service" agent, ie: A DEPARTMENT MANAGER.

Cheers, and hopefully to better business ON YOUR PART!


joy leonardi / Nordic llc

I order a GPS from CellHut.com and was provided with the order number and all other details. As mentioned on their website the order was suppose to be shipped next day as I ordered after 2pm, for next two days the order status shown was Awaiting shipping. I sent an inquiry email about why it is still not shipped and I got an email back saying that order has been cancelled on my request. I never requested a cancellation and neigher i was ever told that it has been cancelled, I only came to know about it after I inquired about it.

Worst part was when I called them that I don't want to cancel the order they told me that it was cancelled by them as the ordered item is not available anymore, it has been 2 days since and I can see the Item on their website and can place order as well (the price has changed).

The Customer service is very rude and the emails they sent are oneliners, without much information and over the phone also when i asked the CSR to talk to their manager he told me that manager has gone on Lunch and it was 6pm and he mentioned that they are in manhattan...this was so weird.

I AM NEVER GONNA SHOP WITH THEM EVER AGAIN, NO MATTER HOW GOOD DEAL THEY ARE OFFERING ME.

On June 19th I ordered a Sony Ericson phone for my daughter’s birthday from CellHut ($86.98). When we received it – it would not charge. I went through the RMA number process (15415) and sent back the phone via FedEx (that I paid for). I talked with a representative who said that I could exchange the phone for a Motorola RIZR-Z3 (144.99). On July 7th I received a package from CellHut with the same broken Sony Ericson phone (instead of the RIZR). For the next three day’s I talked with several representatives trying to get a shipping label emailed to me. Each time I called I was on hold for an average of 30 minutes. Finally on July 9th I received a UPS shipping label (see attached tracking from UPS) and I sent the non-working phone back for a second time. On July 16th I received a 3rd package from CellHut and it was the same broken Sony phone that had been sent to me twice before. I called CellHut again and asked for a manager. I spoke with “Brian” who apologized and promised to send me a shipping label via email and also promised that he would see to it that I received the correct phone. On July 18th (2 days later) another shipping label was emailed tome and I sent the phone back. On July 22 Cell Hut received the Sony phone - Rasheed signed for it (according to the UPS tracking – see attached). I was supposed to be charged for the difference between the 2 phones or credited for the Sony phone, but instead I was charged $148.99, which was more than I was originally quoted. I called the week of August 8th and talked with Lafenia and she promised that my charge card would be credited for the phone I returned… it did not happen. I called back on August 25th and talked with John and he said that he would have to call me back (after I was on the phone for over an hour). He has never called me back.