Virgin Plus

They should be ashamed. My father- who is still very new to technology but is learning with an open mind, was scammed. He trusted the associates and got burned. He came to Virgin to see what they offer because his phone was not working well- or so he thought. They used it as an opportunity to make a sale but did not have his best interest at heart whatsoever. The only thing that was wrong with his phone is that it was turned off and he did not know how to turn it back on. That's it. But they told him he needed a new phone- he walked out with a plan that was not even clear to him.He thought he got more data and worldwide texting for an extra $30/month. Instead, he also walked out with a new internet and landline package. It was a promo and my father did not fully understand what was happening during their interaction as English is also not his first language and he is hard of hearing- which he did mention to them as well, they took no regard to this and caused an absolute nightmare.A couple of days later, our home's internet and landline were disconnected without prior confirmation. Thankfully, the technician noted there was confusion and helped my parents resolve this issue.Then my parents went to Virgin in Oakville Place to figure out what was happening and the young man working there in the evening was very pleasant and helpful. They figured out that Virgin sent two emails asking for confirmation to disconnect the internet and landline but because my parents had no idea this was a service sold to them, they never confirmed. Virgin cut the service regardless of no confirmation and that was the only reason why my parents did not have to pay a fee to fix this entire situation and connect back to Bell.I am livid. This should not have happened in the first place. You would think Virgin would have told my father that his phone was just turned off and that he did not need a new phone- and instead offered to show him available plans if he was interested regardless of not needing a new plan- with integrity ffs.

Said it would be open at 11am on Sundays. Not true. Came back here because an associate sold me a plan last week saying I would get more data for the same price and I found out it is $15 more expensive. Over the phone they said that cannot get me back to my old plan and there's nothing they can do. Came to the store initially to get a new phone, I was a happy customer. Now I am stuck with a monthly expense that I did not ask for and they said that if I cancel I would have to fork over the cost of my full contract for the next 24 months immediately. What a scam. They turned a happy customer into an unhappy detractor because of $15. Don't sign anything in store before checking with a rep over the phone, they lie.

Mulan was terrific! Did a wonderful setting up my prepaid to postpaid line.

Had a great experience getting a new phone for my son and adding him to my plan. Dillon was a great help. Very patient and informative even though we arrived probably only 10 or 15 minutes before closing. Dillon took the time to answer all questions, set everything up for us and didn't make us feel rushed -- staying about 1/2 past closing. He's a great example of what good customer service looks like. Great experience -- would give him more stars if we could!

Had a great experience with Dillon getting a new phone for me, switching from another provider for my wife and changing a plan for my kid. He get them done perfectly without wasting a second. He was very informative, professional and kind. I would definitely recommend this shop!!

Extremely unpleasant experience. Rude and arguable staff with zero knowledge of customer service.

Mulan has been excellent and knowledgeable and answered my questions and gave me recommendations for a new phone. Really appreciated his help and I'll definitely come back if I have more questions. In appreciation I'm very grateful for the help provided! :)

I had a very pleasant experience at this location.Main office customer service representative deleted my SIM card when trying to get me an eSIM.She screwed up so badly so my phone wasn’t working.I had to go to this location to get some help. Mulan reversed all the mistakes made by the previous customer rep and got my phone working with the physical SIM and eSIM.He also explained how everything works and answered all my questions.He was friendly, polite and most importantly very professional.It’s very refreshing to see a young man carrying about the customer and taking pride in his work!Well done Mulan!

Outstanding customer experience with Mohammad. For the second time. I got a tablet at this location a week ago and this gentleman took a great amount of time showing me features of the device I was interested in and answering any questions I had. Went there today again, this time to upgrade my phone, and had an even better experience. I was shown several options so that I could come up with an informed decision. Mohammad went far and beyond to understand my needs. He also took care of all the accessories I requested, transferred my data from my old phone to the new one, configured things, downloaded apps I asked for and installed the new phone case(btw, he sent his co-worker to get that for me from another shop within the mall). I felt like if I asked him to go to Mars to get me something, he'd go after Elon Musk for me. A really happy camper here. And, I got so many deals on my package! I saved so much money. Left the place happy as a 3-year-old who just got a huge lollypop.

Parag was fantastic! When Apple, Samsung and Bell were unable to help me set up a stand alone watch plan for my son, he was knowledgeable and determined enough to get it done. Very professional and patient with customers. Parag clearly has the knowledge, experience and drive to be promoted quite far within the company.