Fido

I have bean in this store a few times, some staffs are helpful and well trained but some of them, Like a seller called Ernest, never try to do more than they have to do.

I went to this store to try and resolve an issue where I wasn't receiving the $5 discount for pre-authorized payments. The store tried to offer one alternative plan that's offered to any new customer. I waited to speak to a manager just right off the bat for him to say that there is nothing further I can do for you with no explanation as to why and that I should go to another store. I went to a Rogers store and though I couldn't get the discount, I was given a reason why and then shown on screen 4 optional plans through Fido. I choose one plan in the end that somewhat resolved the issue and had no contract.
The Metrotown Fido store has prompted me, a 10 year Fido customer to change providers once my remaining contract ends.

Store manager really needs train their employees how to greeting and provide service to their customers, so disappointed and feel been treated unfairly, I asked questions and staff she is so impatient, hidden behind the staff room to avoid my question, the question is just ask her what would be my future monthly payment, I am still beside her counter, she just left and hidden? She even said ask Fido the yourself with your question.lol, imagine you are the customer in my shoes and be treated like this way. The name is Angus, but I doubt is she really used her id to log on the workstation to help me.

They charged me $60 for the initial installation fee! He also confidently said that all stores are the same! The store I went to took $60 and got $30 back! Keep your eyes peeled and don't go to this store in the future! ! !

Most horrible service store I’ve ever been to, we tried two different sales (one Asian Korean male and one Asian young female) for simple inquiries and neither of them didn’t care to help, not mentioning none of them have the knowledge or skillset to answer my question. I don’t understand why they were hired in the first place, unless Fido wants to lose all their customers.

So annoying. The shop have not allow us to book appointment, they ask us have to line up. Why they put the computer for check-in? We are also busy, just want to come back on the day that available but impossible. It make no sense. The service is not good in here. The guy in the grey uniform Fido is not the good customer service guy.

Got my first data plan today and even though i’ve never been to a fido store, i’m sure this will be the best experience i’ll ever have.shoutout to nicholas!

Look like these guys doesn’t want to work I was walking up to him and ask about phone he was quick to say NO and that was the only word I heard from him lol if you don’t like your job stay at home fam

This place feels like serving specific type of people. I have been going to this store for the past few years and surprisingly enough, service is not getting any better.
Everytime i walk in, I get humiliating aproach. Period!

This place is absurd. Unethical, inappropriate approach to customers. Don't believe a word of manager.

I rarely post negative reviews, but:

On October 29th I came to this Fido location to setup a new plan and get an iPhone 14 Pro Max 256gb in Black (these phones are rarely available).

I came from a different Fido store, where the rep helped me by calling this Metrotown (close to McDonald's) Fido location to reserve a phone and activating a new plan (talk and text $35/m) for me.

I was greeted upon arrival by store manager (Gurp), who brought the phone out, and asked me a bunch of irrelevant questions about where I work, live, etc.

Upon starting account setup manager told me the cheapest plan I could go for was $60/m and called agent (Sharon) to assist me further.

I asked for the $35/m talk & text plan as agreed upon initially, but agent and manager both made it clear "take it or leave it".
I asked to put maximum downpayment for the phone $1670 as was shown in the system - they refused it.
Also, it appeared mandatory to pay $50 activation fee or $20/m phone insurance for at least 3 months!
I had a $100 bill-credit certificate for new line activation with me, which they refused to take and said I MUST USE IT FOR ACCESSORIES, or, again, leave the store.

I decided to knowingly proceed as is and later call Fido support line to get some clarity.
As a result, agent and manager configured the following "deal" for me:

1. Minimal downpayment for the phone of $1060.64
2. Plan $60/m + $3/m long distance + $19/m phone insurance + $38/m phone financing => ~$135/m after tax
3. Made a preauthorized debits from my Visa, even though
-> a) I never authorized it
-> b) I paid with AMEX Biz card for phone
4. Forced to buy accessories (case and charger) for $117 after tax and stamping the receipt as "
final sale.

I called Fido cancellation line immediately upon exiting the store all to confirm my doubts. The agent on the phone immediately removed all unnecessary ad-ons, phone insurance, switched plan to talk & text, cancelled pre-authorized CC debits, and allowed to pay for the phone in full.

I returned to the store, and called the manager out requesting immediate refund for accessories. Instead of simply admitting malicious behaviour, manager started playing around as if he "didn't enforce anything". He also told me THIS PARTICULAR STORE has set out rules for people who "work or live" in a different area, "hence the accessories purchase requirement".

Tell the above to Fido / Rogers corporate office, I'm genuinely curious to see if they agree.

Refund process took about 40 minutes. At first, systems were not responding, then cash registers didn't have enough money. Once manager started explaining why they ACTUALLY enforce 3 months no service or add-ons cancellation - I had to politely request him to stop talking and to focus on getting my refund.

Overall, this is an absolutely disgusting experience. Customers - beware of manipulative dirty sales tactics forcing you into buying useless things or refusing you the right of purchase!
Always come prepared to this store, and get your options checked & double checked before / after purchase.

Hope this review helps.

I went to buy my lost Sim card and the employee name Romin was rude and disrespectful. Worst customer service experience I ever had.

I asked about a E- sim, that employee (Romy) was so inpatient and don't know how to treat the guest politely.

Quick and knowledgeable service. Great deals on a board and good selection of accessories for current phones.

The worst service I ever got from Fido was in this location. Aman was the most disrespectful and unkind person I ever meet in Fido in my life. His conversation was short, the only word he always said was “No”. Totally disappointed and dissatisfied in this store. Better switch to Bell, especially when Fido have such “customer-oriented” (NO) staff.

Very unprofessional and inexperienced staff. Came here twice and didn’t get the problem solved.
Service reps were misinformed about company deals. They quoted $10 more expensive than other locations, for the exact same plan.
Simply a wast of time.

Worst experience in Vancouver. Different people give different answers to the same question. I visited three times this store, I get three different answers and done nothing.

Service is very bad I just bought phone on Black Friday from there brand new iPhone 13 it’s restarting itself I went to apple they say it’s has hardware issue so I went back to Fido to change my new phone all they do is just excuse about the deal they gave me on phone so at last I have to cancel the plan for phone and get new phone from Rogers.so my advice just watch out from these guy all they do just con u about the deal.not going there again for sure bad service # Fido

Alicia was patient, thorough, and made the whole experience of having to replace my phone super positive! Definitely recommend this place! Thank you!

The worst experience you could possibly have with the store downstairs. The staff were so rude! Literally judged my friend thinking she's a new student. Also, they are not evenn interested to serve you.

If you want a 5 service, go to the Fido outlet on the upper floor. There we met Waldo, Mike and Patricia. All of them were amazing people. Specially Waldo was above and beyond, such a nice and gentle person!

I love Fido, been with them since my first cell phone. Just don’t come to this Fido location at Metrotown for help or service ever. Worst service I ever experienced AND it’s from the manager PHIL. Service charge of $35 and then telling me it’s $45 and then come to find out the system doesn’t charge at ALL. Don’t come here, save yourself the anger and disappointment and go to another location.

Highly recommend Brytton when going to Fido in Metrotown!
My brother and I went to Fido to ask some questions about the new plans, and each ended up taking new iPhone home with us! All with the utmost assistance from Brytton, who went over everything step by step and thoroughly answered all of our questions while making us feel comfortable.

He gave us all the up to date information on the new iPhones and advised us on the most reasonable plan suited for us and what phone was compatible for our lifestyle!

We ended up taking up the majority of his time instead, but he was extremely patient with us (especially with me because my card wasn't functioning), and he even waited until my brother had backed up all of his apps to his new phone and assisted him in installing his screen protector.

It was our first time buying a phone and a plan in stores so we were very hesitant going in stores but we’re so glad we had Brytton to help be in part of this amazing experience:)
Will definitely be coming back with another family member to upgrade with fido!

Donald was very helpful and assisting me to upgrade my phone today.he was very friendly and knowledgeable.
Also I appreciate Armin for his good job.
I am grateful to them for their kind service and excellent work.

WORST telecommunications company I've ever dealt with. Worst experience with customer support, and 90% of their staff (including legal department) don't know their own company policy, let alone the CRTC regulation.

If you go to this location, I highly recommend to look for Eric, the Assistant Manager. The customer service I got is phenomenal. Her is very patient and answers all our questions.

Nice people. Keith is the best manager in whole world, knows anything about phones.
If nobody could do. Keith can do.
I have checked with all stores and nobody could make my Phone work. He did it. The best guy and assisted manager is also very knowledgeable. Both my Honk Kong Chinese bros

Had a great phone purchase experience with Mell. She was kind and over the top! Gave me a good deal and some free accessories too!

Went there 2 days ago with my dad and helped him got a phone, Saif was really helpful and took the time to really explain everything. Went back earlier today and got a phone and Saif was the one who helped us again. Always a great experience. Saif is really patient and kind and always explains everything. Thanks again Saif. (Don’t know if I spelled his name correctly) lol

TLDR: If you can find a carrier with a better deal go for it. There is no point in being a loyal customer, especially to Fido. Aside from the abysmal customer service I received, Fido raised my phone bill earlier this year without notification

I have been with Fido for 13 years and have never been late on a phone bill. I've been with them through different schools, cities, jobs and even across provinces.

I bought my phone back in 2016 from Samsung and as soon as I put my Fido SIM in the phone it locked the phone to Fido. Fast forward to today, I went into this specific Fido store in Metrotown to get my phone unlocked in order to port my number to another service. Should be quick and easy right? Wrong. The sales associate told me he couldn't do it for some reason and told me I would have to call customer care. First off, unlocking a phone shouldn't be hard. Second do they not have a direct line to customer care? I've seen others use it if they themselves couldn't solve a problem. He basically said he couldn't help me and I was on my own. So I proceed to call in store with him beside me thinking maybe customer care would need to talk to the sales associate. Sales associate: "Unfortunately you cannot call in here due to COVID store capacity. " COVID store capacity ok yes but him not even trying to help? Not calling customer care himself? Kicking me out without even trying to help me? Not ok.

Saif was really friendly and patient helping my parents switch over to Fido. I would like to thank him again for his help.

We would like to thank Saif for his excellent, top-notch customer service. He was extremely patient, friendly, and gave us useful advice in managing our new iphone plan/details. We really appreciate the superb service, thank you.

My wife and I were looking for a new plan and Daniel helped us. He was friendly and very patient, for we had a lot of questions. Because of his customer service, we would come back.

Someone refered me to Angus! He asked me many questions and found me a phone that fits me. Because he considers on a consumers point of view and got me a phone at a very reasonable price. Thanks for finding the right phone for me! Thanks Angus! And ill let my friends know when ever they need phone. I love my iphone! ️

First i had called on the phone, and i had stated that I wanted a wallet style case. I specifically told whomever i was speaking with that i would like to prop my phone up on edge using the case to film, as well as watch youtube etc. I had explained it very clearly the purpose of the phone case and what i intended to use it for. They seemed to have said yes they understood and they got the idea. So i went to the store after a few moments i had checked in. This was the first time i had been into the store with this system. I had thought that if i place something on hold, its just go in and get my item and leave. So among the other patrons that where getting phone plans asking questions etc. I had to wait, i am unsure of what other stores do but bestbuy has a designated section for on hold orders placed on line etc.maybe im selfish but would it not be a idea to have one person to deal with in store purchased pick up, instead of having to wait in a with everyone else who is trying to figure out there phone plan information.regardless of the system and how it operates that is out of there control. I do understand that but i wish i had not wasted gas going to the store and having the wrong item placed on hold since it clearly was not what i had intended it for despite them saying they had what i needed. So over all 2 hours of my day wasted.

I’m so disappointed.need to wait for 2hours for nothing.they don’t have a clear communications with their customer service agents.tsk!

I have special thanks for Armi he’s working in this branch. He’s super nice, helpful and very reasonable. I’m very happy about a Armin works. He’s the best!

They used to have a bill payment machine, and now they don't have it anymore. I waited 30 minutes only for paying a bill.

Today, i went to fido store. There was a guy i don't know his name he did not deal us well. I didn't like his way of talking with us. When i tried to ask other member about the deals. He just came there and told him i already told them about the plans. Even he didn't tell us the deals.

Very good service help full customer service, had Justin take care of my account. Gave me good deal

These people are fraudulent liars. My phone broke so this girl gives me a new phone with a new plan that's over 100 dollars then deletes my old plan that was 50 and now I have MINI VOICEMAIL and lost my caller ID. This was 9 month ago. These people are crooks. She told me the new plan had EVEVERYTHING my old plan had plus 8 gig more data. Then the new phone usues 5 times more data and I was charged 200 dollars when I went over my data. When you call the 800 number they say call the store and when you call the store they try to sell you additional features. Also the phone doesnt work properly and the 11 dollar a month insurance wont cover it.

I went there to get a new plan and an awesome guy named Armin helped me with everything and even more than I needed. He is very knowledgeable and professional at what he does. I recommend him if you go to this branch and he is worth waiting in line for.

This Fido store took a turn for the worst. Not only do they not want to help you with your broken products, they don't even want to try and sell you a new one or check if your eligible for an upgrade. The staff make you feel unwelcome like you're some kind of hassle. When you confront them about their poor service their apathy shows more.

Was waiting a long time @ the Metrotown location for service, so docked a star. Love them for their pre-paid 11$ a month non-data plan though.

I dealt with Armin who was really helpful and nice. I went in with a baby and what he did was all help and understanding. He did everything from first to the end. He also made the process pretty quick and smooth. I am very happy with the service I received.

Very rude and uncooperative staff They are not portraying the correct image for the brand Fido which is known for excellent service with customer friendliness and satisfaction