Fido — Local services in Burnaby

This is the worst Fido store ever!

In July, an employee (who now no longer works there) offered me what he said was a free tablet as a customer-appreciation gesture. I accepted. The next month, I get charged almost $100 on my Fido bill in total contradiction of what I was told (and what the contract said).

I complain and fight to get my money back by contacting this store. However, I'm told that they have so many different managers coming in from Shaw on a revolving basis (due to the Rogers acquisition) that I'm passed from one new manager to the next since Rogers only stations them here for a few weeks at a time.

It takes me more than two months and almost 10 hours of phone calls and repeated emails to this store, thanks to all these delay tactics, to FINALLY get my almost $100 back. I return the tablet that was given to me under false pretenses.

Now this month, I get my next Fido bill, and they have now overcharged me by almost $250! On my bill, it says that I have a new tablet they're charging me for, but, remember, I already brought it back! At this point, this is total theft; they're literally charging me for something I didn't even buy. And this is after they claimed to have rectified the previous overcharge of almost $100 last month.

So I call this store for the past two days in a row to get them to fix this further ripoff, and they NEVER PICK UP THE PHONE. It always goes straight to voicemail. Obviously, they're avoiding customers. The customer service is not just lousy. It's abusive.

I had to actually call the national Fido number just to be heard, so they could open a case number for me to hopefully put a stop to this almost $250 illegitimate overcharge. At least there, the customer agent apologized to me and acknowledged this error. But this store, after all the trouble it's caused me (a loyal Fido customer of 10 years plus), doesn't correct their mistakes and only makes things worse.

I suspect that the staff here gets away with this due to Rogers not having standards in customer service. That's why anti-capitalist monopolies (Rogers now owns Shaw) are harmful to consumers...because they have no competition to make them offer better service.

I'm going to follow up by email with this store, but I'm probably going to get treated like s* as usual.

Because of this outrageous mistreatment, I'm not going to renew with...

Went in to pick up a phone this evening after speaking to Fido on the phone, confirming I can stop by before 7 to get it. I arrived and asked to pick my phone up and the man working there (Asian, wore glasses, short dark hair, shift was Dec 31, 2024 PM 6:30) was VERY rude to me. He said he wasn't going to help me and that he is closing now. It was 6:30, and I was told on the phone that they close at 7. It wasn't a lengthy process, I was just picking the phone up. He very rudely told me that "It doesn't matter what Fido told you, I'm working OVERTIME and don't want to stay any longer, so I will not be getting you your phone" and that he will be leaving as soon as he's closed up.

I said I came all the way here from across town, and he said "you should've chosen a store closer then, I'm not going to be helping you". If I could have, I would have. I had already been through going to another store for pickup today and them incorrectly labelling their stock and not having the phone, so I had to cancel and reorder to Brentwood location..

I understand that this is New Year Eve, and he probably wants to leave asap, but he had me a customer right in front of him and treated me like I was greatly inconveniencing him by asking for help during business hours for something that takes 5 minutes. I said that they weren't supposed to close until 7, and he said "If you want to stay here and stand around go ahead, but I'M leaving, and I'm NOT helping you, so go ask Rogers." (Rogers obviously couldn't give me the phone because they aren't the shop my pickup was for..)

It was just astounding how rudely he spoke to me. I have been with Fido for years but after this mess, I may have to reconsider. This whole process has been...

I recently made the switch to Rogers as my phone network provider, and I couldn't be more pleased with the experience, largely thanks to Catherine's Lau outstanding customer service. From the moment I walked into the store, Catherine greeted me with a warm smile and a genuine willingness to help.

She took the time to understand my needs and preferences, patiently explaining the various plans and devices available. Unlike many customer service interactions I've had in the past, Catherine listened attentively and tailored her recommendations based on my usage habits and budget. Her extensive knowledge about the products and services offered by Rogers was evident, and I felt confident in the choices we made together.

What truly set Catherine apart was her commitment to ensuring I was completely satisfied with my decision. Her friendly demeanor made the entire process enjoyable, and I left the store feeling valued and cared for as a customer.

Catherine's professionalism and dedication to exceptional service have made a lasting impression on me. I wholeheartedly recommend reaching out to her if you're considering switching to Rogers or need assistance with your current services.

Thank you, Catherine, for making my transition to Rogers not just smooth, but...