Complaint / review text:
I've been a Straight Talk customer for about two years. I recently decided to upgrade my phone with Straight Talk, so I purchased a new Samsung Galaxy Proclaim. It was shipped FedEx three-day ground. I stayed "on top" of things, and was checking the tracking number. On the day it arrived (yesterday, 12/13/2012), I saw that they had tried to deliver it while I was at work. This wasn't a big deal, I expected it would happen. However, when I tried to click on the "Hold at FedEx location" button on the FedEx tracking site, it said that the shipper (Straight Talk / Trac Phone) prohibited this. I was a little confused, so I called FedEx and they confirmed that Straight Talk wouldn't let me pick up the package at the FedEx facility. I was a little confused, considering that I'd have to provide my ID to pick up the phone either way, so it wasn't like security was the problem. So, I called Straight Talk. I was on hold for FORTY-FIVE minutes, then explained my situation to the lady. She told me that Straight Talk's policy is that they cannot contact FedEx. She said, "Well, sir, we shipped it to the location that you had us ship it to." I told her I wasn't able to stay home from work ALL DAY to wait for a package. I expected I'd be able to pick it up from FedEx if I wasn't home, like you can do with the post office. She told me there was nothing she could do. Great customer-service huh? No wonder why they have such terrible customer-service ratings. I missed the shipment again today, 12/14/2012, because like everyone else, I was at work on a weekday morning. I called FedEx again today, and they told me that there was nothing they could do because Straight Talk prohibits having the packages held at the facility. I'll probably miss it again tomorrow.
STRAIGHT TALK: If you're listening, this is the stupidest policy I've ever heard. I have to provide my ID and prove who I am either way, so why does it matter if I request to have it held at the FedEx facility? Otherwise, I'm not getting my phone. I shouldn't be penalized for working for a living. I'm probably going to drop my Straight Talk service ASAP.