I have had an awful experience with Brightstar. After being told that my sons almost new iPhone 10s couldn't be fixed, was told by Brughtstar that a NEW phone would be sent out. 2 days later I. The mail I receive a refurbished phone that doesn't even work. Called in to get an explanation and they said we can't promise a new phone as per policy, my response was, your employee said I would get a new phone not a refurbished one. Asked to speak to a supervisor who said they would escalate this to management. Despite their employee being wrong and backing them up and correcting their mistake they continued to basically say they did nothing wrong. Called back after that decision was made and was promised a call back from management, which I never received. Terrible customer service. My son has been without a phone for a month. All I want is for them
to correct their mistake and send out a new phone
