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June 2023 by Victor Martins
The attendant Coco is the worst at this store.Yesterday I went to this store and there was a big line-up going outside the store. There were 6 people waiting and 3 attendants. There is no big deal waiting. Probably all people arrived at the same time.The biggest issue is that the attendant Coco was trying to reduce the line-up instead of worry about solving issues for customers. If I go home with the same problem I will be a unhappy customer and this is very negative for the brand.She didn't even pay attention what I said and completed the wrong request transferring my SIM card into a eSIM to the wrong phone. I had to go home with my problem and will have to wait another cycle to fix this issue that SHE caused, not listening the customers!She didn't make any effort to talk loud as there is a invisible shield between customers and attendants. If she is having a bad day, go for a break! Customer goes to the store to get help and not returning with the same issue.She is not there to help or solve customers problems. She is there to collect pay checks.The brand has some issues like any other telecom company, but keeping employees like her facing customers will decrease even more the customer's satisfaction with Freedom Mobile.
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March 2023 by Phuong Nguyen Van
I went to this store yesterday to change the mobile plan. They are not professional, talking something to other while I were speaking. They said my phone plan changed successfully. After I came home, I received an email confirmation with details of the new mobile plan. OMG, the rate plan charge is higher than they showed me at the store. So disappointed. Absolutely not recommend this store.
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February 2023 by Tanya swenor
Went into freedom today to purchase a phone for my husband.I was helped by Victor.Not only was he courteous but he provided me with a phone and a plan that suited our needs.Good customer service is well appreciated.Thanks Victor.
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February 2023 by JogeneTV
That guy works there was so impolite. his name is Eric, if you guys need assistance find somebody else there,dont talk to this impolite guy Eric.
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December 2022 by Mai Le
Went there yesterday to switch my phone plan to Freedom. Eric was the one who helped me and he changed my phone number without asking me or something ?! - I didn’t realize it until I got home a few hours later! Tried to call Freedom customer service number and the guy on the phone kept telling me that it’s because my previous company hasn’t released the phone number yet. I kept explaining to him that my account with the old company was already cancelled and I confirmed YES to them when they sent me the message to transfer to Freedom, but he didn’t listen to me at all and kept saying the same thing over and over again!!! I ended up having to go back Metrotown and wait for a long lineup again to get it fixed. I asked why and they just said “technical problem” - No apology, nothing! So much hassle just to change the phone plan. My friend going with me that day changed to another company and no problem at all - The staff there was so helpful, even explained every details about the plan, about the contract and phone app for her, which I didn’t get from Freedom, at all! Please get your employees trained properly, Freedom!
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December 2022 by Berenice Redoban
Poor customer service!!!Also, they don’t answer calls in the store. One day, I went to the store and I asked why they dont answer the call and the guy said that “we don’t answer because we’re busy”. They dont have customer by the time I went to their store.So frustrating!! I have been waiting for them to call me and it’s been like 2 weeks since I made reservation for a new phone. They told me that its just gonna take a week to call me and pick up my new phone and til now there’s no call.
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December 2022 by Erfan Forghani
I had a wifi modem to be delivered but it had a delay. I went there to ask them in person. They weren't helpful at all and I finally found out who the carrier is. They helped me finally!
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November 2022 by Marlon Figueroa
Coco was such a kind person. She helped me with my plan and my phone always with a smile on.
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September 2022 by Annie W
A couple weeks ago I went there with my dad to help him switch over to their service. They had a deal with a free phone when activating a new plan. Once we got home we realized that phone was less superior to his current one with a more expensive plan so we decided to go back to return it. We asked for a reverse port but the rep didn't do it properly so I spent 4 days trying to reverse it since their customer service was difficult to deal with too. Everytime I called their customer service, I had to explain the situation over and over again, and they kept sending me their loyalty team to try to retain me even though we've already returned everything to them.I recommend the sales reps to do a quick consult with their customers first to get to know their needs before selling them a phone/plan to avoid issues on both sides.
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August 2022 by Ana G DJ
If you have an account with Freedom Mobile and if you need any kind of help go to Victor that works in Metrotown Freedom Store. He is super fast, knowledgeable and professional.
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July 2022 by Sandra Kim
I had a very positive experience dealing with a broken phone screen. I received a very attentive and quick customer service. I highly recommend!
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July 2022 by Mart Lambert
Getting really fed up with Freedom Mobile, I had photo ID but neither my Passport nor my Drivers License as I have my temporary license due to renewing my license this month. I was told my photo ID and other non photo ID were not accepted by Freedom policy. So they would have to charge me $5 more a month. I have had very awful experiences all month with Freedom. I STRONGLY RECOMMEND YOU NOT TO USE FREEDOM. I may very will change my cell phone service after my recent experiences. I was in the metro town shop at 10:00 AM this morning. The employee who helped me set up 2nd line earlier in the week was great but this and my other recent experiences were awful. If you have to use Freedom just don't waste your time at the metro town one that is near the sky train entrance.
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June 2022 by David Yates
Service was quick and to the point which is always a bonus. Was in and out in less than 30 minutes with a replacement for my old phone. Had the best selection of phones from any Freedom location I have been to.
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December 2021 by DAVID GUALDRON
The representative was extremely helpful and honest with the service I needed; no hidden fees or unexpected surprises. I got a really good deal from Freedom on cyber Monday, and I'm very happy with it so far.
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December 2021 by Nick Floyd
Hii went to upgrade my device as i received a direct text from freedom. however, the rep named Kevin lied upfront about the details of the offer and also i got billed twice the amount i need to be charged as he doesn't perform the account setup properly. so, i need to call customer service again and they then fixed the issue over the phone for me. highly disappointed with the service in this store
