Rogers — Local services in Calgary

I went into this store today. Last time I went here I had an amazing experience. A gentleman helped me I think his name may have been Sahil, but I am unsure.. the service that time had been tremendous. (This was Two Years ago now).

Today I went in because my plan was due for renewal. I was let in by a female employee. I informed them right away that I may need a name change. I was told immediately I needed to call rogers over the phone as “she” could not help me in store. I informed her I had brought all appropriate ID and was swiftly told the same thing again. When I inquired if she could at the very least look up my account she was hesitant, but ultimately did. She noticed my discount from an employer I no longer work at however my other employer also has a discount and then after some exchange of other information stated I needed to go to another store to have my new employer discount added or something. She was kind of vague and said again I should just call rogers. I thanked her (although I don’t know why…) for her time and left.

I immediately called the rogers help line and was put through to an amazing gentleman who helped me with everything… my name change, my discount change and my plan update. I did not however get a phone so I still needed to go into store. I inquired if I could have updated my name in store and although he did state he wasn’t fully sure of policy in store he couldn’t see why not, or at the very least why they couldn’t have called within store. After I ended the call I went to a different in store location for assistance.

I went to Southcentre Mall location where I was helped in person by another employee who I won’t name here. She was fantastic and I was informed by her I could have originally been helped in store, they just need to call in to have it done as long as I had my ID.

So Overall I would not recommend this location (Shawnessy) if you’re going to see a female working there. The gentleman Sahil (again can’t remember if that was his name or not) I would recommend. I’m really disappointed as the last time was amazing. I wish I had grabbed the name of that female employee of this location to inform others of who to directly avoid in the future or at least until maybe she is better trained in...

After 6 years of being a customer I have had the worst experience attempting to return our modem so we do not get charged for the equipment. We were sent an email confirming our cancellation but then ran in to a million issues just getting in to our account and accessing return labels to complete the process. Firstly, the vital information that our balance of 201.08 is ONLY outstanding due to the unreturned modem. THIS IS ONLY COMMUNICATED IN FINE PRINT. The actual balance is $2 once the equipment is received, but this information is conveniently hard to find, making this process not informative, shady, and next to impossible for non returning clients. We were directed through the email to access the return info through our account on the app which we also conveniently can’t get in to anymore since cancelling despite changing passwords trying to gain access. We were always met with a “sorry something went wrong notice”. On to customer service we go. After providing all our personal details we were hung up on x2 without any further direction, authorization or help. The great part, they need to authorize your return to even find the labels you need and we can’t even get anyone on the phone long enough to listen to the issues we have faced, let alone authorize this process. I finally was able to connect via the online chat and put in to writing our experience so far and ONLY THEN did I finally receive the information I was asking for (after providing all the exact same personal information I did on every phone call attempt). Frankly, this process has only confirmed the need for departing from their services. They seem to make it extremely difficult to access and provide any useful information regarding returns with a short window of 30 days before you get charged $200. They have also wasted 5 days of this return deadline through delayed emails making our window even shorter. It seems like they really want to make you work for YOUR information in hopes that you finally give up, miss the deadline and forfeit your $200. Cancelling services should not...

I don’t usually leave negative reviews, but our experience at the Shawnessy Rogers store was so frustrating I feel it needs to be shared—especially to protect seniors and other customers.

My 82-year-old father recently switched from Telus to Rogers after a door-to-door sales pitch. Since his old phone couldn’t take a new SIM, we needed to purchase a new device. That’s where the problems began.

On his first visit, my dad (with a friend) was told by a Rogers employee that he needed to “call Telus” to finish the transfer. She provided him with a 1-888 number. When my dad called from home (he doesn’t yet have a working cell phone), the “Telus representative” on the line asked for his credit card to pay a transfer fee. Unfortunately, it turned out to be a scam. His card was compromised, but thankfully flagged immediately by his bank. When we called the store, the same Rogers employee admitted she had simply “googled” the number she handed out.

Trying to give them the benefit of the doubt, I went back with my father. This time, a different representative pulled up his information and told us my dad couldn’t buy a phone until September 20 because his contract only started on August 20. When I asked why we couldn’t just purchase a phone outright and insert the SIM card we already had, the employee started raising his voice, pointing at the screen, and dismissively told us we’d “probably be better off going back to Telus.”

When I asked him to stop yelling and simply explain the policy, he doubled down—claiming he wasn’t yelling while continuing to shout. The entire exchange was crazy

Bottom line: my elderly father was put at risk of fraud because of careless advice, and when we returned to resolve the issue, we were met with hostility instead of help. Customer service like this is not only unprofessional—it’s dangerous. I would strongly caution anyone considering this location to...