Vidéotron

Reviews

• JT

  John Tirelli

  Aug 15, 2025
  5.0
  Sharlie amazing service!!
• DD

  Dina Dina

  Jul 17, 2025
  1.0
  this review is specifically for the store at rockland center. horrible experience. 1. had to wait over 20min for soemone to serve us, the 2 employees were already serving customers and after 20 minutes 2 girls come out of a back room surprised to see so many customers waitng to be served. so one of the girls started to serve me charlie, i explain to her that i am returning a phone as per instructed by customer service on the phone and had to return by 5pm so that the other replacement phone could be sent out. i was retuening a phone not getring one.so they asked for id and i apoligized that i didnt have id wirh me only phoyos of all my ids on my phone they said no physicla id neded. after going back and forth they said the agent on the ohone did not know the policies and stores have different policies. and that i was misinformed i had 15 days to return ohone noth by 5pm. i explained to her that another order had already been put through and for it to be sent out today this one had to be returned. they wanted to hear nothing , no customer service skills the girls not at all empathetic to the situation as i explained that as a client i do not know the rules and i folow what i am told to do. if fhey cant agree the call cemter and the stores that is not my problem and a solution needed to be found. they called a department to.verify is why the 5pm rule doubting their call center colleague and my story. the guy said no you cannot have q pending order and a non retuened ohone so im camcelling it. i lost it!!! SO I TOLD THEM YOU CANT TAKE THE PHONE BACK BECAUSE YOU CANT IDENTIFY ME AS I ONLY HAVE PHOTO ID BUT YOU CAN GO AHEAD AND CANCEL AN ORDER DONE BY CUSTUMER SERVICE WITHOUT PROPERLY IDENTIFYING ME??? i never gave my approval for you to cancel the order nor allowed gou to make any changes to the account. you were so hard to follow.policies without bending them you made a change on my account without my approval a change that wasnt wven done by the store. i am definitely escalatong tis to higher levels its unprofessional extreme lack of customer service and tuens out tbe store was WRONG!! the call center agent was right the phine had to be returned by 5 or else the order would go to the next business day so he was going to be kind enough to verufy if ohoen was returned to call the department to have it released so that the new order would go.through the same day.THATS customer service NOT the store where young people are too busy trying to follow.rules and not be kind enough to think of customer AND cancelling something thwy had no right to do. i finally went back home got my id returned it to another videotron store everything went smoothly and agent called me bakc and was able to.repass the order but unfortunetaly wil bw getting it now ext week because of the lack of knoledge of charlie and manager marie pier . very frustrating very unprofessional to be degrading rhe call center agents thinking theyre better than them when in fact the call cemter agents are the one fixing their mistakes. i will never again be setring foot in that store again. and am seriously thinking of transfering all my lines amd changind internet/tv providers and cancel.my helix as well. there is nothing more.frustrating than being stuck between 2 entities in a company and dont want to show any flexibility for the customers sake thwy only thing that store cared about was following procedure and proving the other person wrong. if thats what videotron prides itself on.. than maybe uts time for a change. i will be escalating this higher as they made.changes to my account without properly identifying me and without my consent. the agent even said thwy could have asked me security questions to make.sure they could identofy me.instead of having id , that could have been a solution. but without id they certainly didnt have a problem cancelling an order ... hope this info helps other customers if you cna avoid that store and go to another videotron more.friendlly and more.customer service oriented.
• MM

  mi mine

  Jul 11, 2025
  5.0
  Mathias, un nouvel employé à Rockland, m’a grandement aidée. Il a été à la hauteur de mes attentes. Bonne continuation :)
• AR

  Al-Harake Rawan

  Jul 7, 2025
  5.0
  A huge thank you to the whole team at the Rockland Centre (especially Jacobo C) for the incredible customer service! They walked us through every step and helped us complete the process of exchanging our phones and transferring our info and data with great care, kindness and patience. We are encountered some technical difficulties (on our end) and they took the time to make sure we received the assistance and support we needed. They answered all of our questions with professionalism, courtesy and genuine smiles! Thank you!
• HD

  Hamza Derouich

  Jun 10, 2025
  5.0
  Excellent service à Rockland merci a Sebastien