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January 2025 by Niousha Ahmadi
Worst Experience with Rogers, Unacceptable Service and Stressful Experience
I recently had an incredibly frustrating and distressing experience with Rogers during Boxing Week at the Saint Laurent branch. I went there as an international student to sign up for a mobility plan and lease an iPhone. Instead of informing me upfront that my study permit (less than two years) and delayed work permit (due to the postal strike) made me ineligible, they signed me up for an account. It took them over five hours to tell me they couldn’t provide the iPhone and directed me to another branch for assistance the following day.
When I went to the other branch, I discovered it had been closed for 2–3 months. I returned to the Saint Laurent branch, only to receive an apology and no resolution. Frustrated, I requested to cancel the account, which they said could only be done over the phone. After spending more time and energy on hold, I finally managed to cancel the account through Rogers’ customer service.
Despite being assured of cancellation, I later received a $107 charge for a service I never used—I didn’t even insert the SIM card into my phone. As an international student, this experience caused me significant anxiety, wasted several days of my time, and left me feeling taken advantage of.
This has been the worst experience of my life since arriving in Canada. Rogers’ lack of transparency, poor communication, and inability to resolve issues efficiently have been completely unacceptable. I spent hours in branches, on the phone, and in chats, only to receive apologies and a bill for a service I did not receive. The emotional and financial pressure Rogers caused me has been overwhelming.
I urge others, especially international students, to exercise caution when dealing with Rogers.
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December 2024 by Alexandre Cronier
One of the worst client service i've had in a long time. No help what so ever. I did cancelled both of my plans and went with an other company
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December 2024 by Larry A. “Sycho68” Boyd.
Horrible service... Went today to pay bill and inquire about special offer.. lined up when I got there.. for over an hour and barely 2 ppl served.. just left and finished my shopping elsewhere.. passed the virgin kiosk and they had several attendants not doing anything..suggested they go work at Rogers to actually serve the customers
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December 2024 by Hamed Esmaili
Long waiting time. The stafs are unprofessional and very slow even one star is too much
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November 2024 by Derrick Adams
Evil company that charges you thousands of dollars and ruins your credit score AFTER closing your account and returning their equipment. Hope your company goes out of business.
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October 2024 by Melissa Couto
Had an absolutely amazing and flawless experience at this Location being served by Brandon. He is both knowledgable and extremely friendly, patient and made sure that we felt comfortable upgrading our phones. Would absolutely recommend that people go and see him when they come into the store, won’t be disappointed, Thanks Brandon! :)
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October 2024 by Brayden Nicholson
Absolutely horrible customer service
Waited 2 and a half hours to be told theres nothing we can do. Door to door salesman lie and then the storefronts tell you they cant do anything. Absolutely a horrible company.
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September 2024 by Bashir Ahmad
Most certainly not Canada’s fastest and most reliable internet, Bell was more reliable.
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September 2024 by Bryan Malla
God awful F-tier service; with a capital F. Incompetent management that permits phone upgrades to take upwards of 3 hours to complete. Enter only if you are experienced with watching paint dry or hate your life so much that you're fine with tossing away precious hours of your life that practically any other provider would do in less than 30 minutes. Also, that gold glitter case on sale that was on the wall was probably the most putrid thing I've ever witnessed.
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September 2024 by Kristopher Marzitelli
Rogers gets a 1 star for the terrible service and plans I was offered, but Vanessa made it work and got me a decent plan and phone. She was the reason I even considered staying a customer for the fact she was professional, efficient and did her due diligence. Promote people like this!
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September 2024 by Omar EL Naggar
Awful company stole our money. We switched from virgin to a rogers prepaid sim, and it didn’t work! Still no call or text, and the useless worker Moe just smirked at us while saying there was nothing he could do. Do not ever buy from Rogers
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September 2024 by MOUHOUCHE Abdelmalek
I was there today for informations request as client, I had to deal with an head lock man person really bad experience, no support and no effort !
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August 2024 by William Hay
I was the 3rd customer in a row who walked out without being able to find what I was looking for. Terrible customer service. Staff were condescendingly rude and repeatedly interrupted customers. Will not go back.
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August 2024 by Eva El-Sakhli
Daniel M provided me with greatest customer service! He was attentive, polite, and professional. He listened to all my needs and made sure I left satisfied. He found me the best plan and was very pleasant to talk to!! Thank you so much Daniel.
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June 2024 by Jayson Francis Labovitch
On May 2nd I was serviced for a phone upgrade from my Z flip 4 to a 5 with my partner and the agent messed up moving my protection on the old phone to the new one so now it has physical damage and I am paying for protection on my OLD phone. The worker messed up the entire transaction and now I am paying for coverage on a phone I don't even own, traded in, and am stuck with a broken device. Called retention line and they confirmed it was the worker who messed this up. I would like him reprimanded for his awful service and completely messing up a simple "pickup". This agent should not have a job with the company for such a serious mistake.
Update: I have no recourse because of this agent messing up my account. I have to wait to see if the coverage moves to my new phone properly and I have NO phone. Unacceptable when I pay for this service. Again why this worker needs to be fired honestly.
New Update: It's been over 24 hours and my coverage has not rolled over. Rogers won't do a thing. The manager of this location has AWFUL reviews so I'm not expecting any help from her. Please Rogers customer support or HR if you see this, I am paying for your services that I am not getting.
Final Update: Ashley from the Office of the President for Rogers was insanely helpful at resolving our issue. Do not go to this location.
