A Vancouver resident says she hit a roadblock after ordering a new smartphone from Rogers that never arrived. “Rogers was a beast,” said Renee Ron.
Back in May, the long-time customer says she accepted Rogers’ offer to upgrade her smartphone. Ron says the phone was scheduled to arrive via courier in a few days at her home. Prior to the delivery, Ron says she provided strict instructions to deliver the package to her building’s concierge desk.
On the day Ron’s phone was scheduled for delivery, she received an email from FedEx with tracking information. “I tracked it. Finally, it said it has arrived,” recalled Ron.
However, when Ron arrived at the concierge desk, there was no sign of her phone. The concierge confirmed they never received a parcel from FedEx.
Ron filed a police report. “I filed a police report because I had been on the phone with Rogers for hours and hours. I was getting nowhere. They were insisting the phone was delivered and that this was not a fraud case,” she said.
The situation became even more concerning when she contacted FedEx and says the courier company stated she had signed for the phone. “I asked FedEx, could you please tell me exactly where this package was delivered and my signature? And they said I have no information,” Ron told Consumer Matters.
Ron says Vancouver police helped her obtain the signature, confirming it was not hers.
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Still, Ron says FedEx considered her case closed. Rogers, she says, wasn’t much help either and sent her a bill with extra charges for a phone she never received. As a Rogers customer for almost 40 years, Ron says she expected better. “I want to ask Rogers, where is your loyalty to your customers?” said Ron.
FedEx did not respond to requests for comment from Consumer Matters, but Rogers provided the following statement:
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“We recognize this has been a frustrating experience for our customer. Our records show that the device has not been activated or used and we’ve worked with the customer to resolve the issue. We’re also working with the delivery company to ensure delivery mistakes like this do not happen.”
The Telecom giant adding from the GPS location on the delivery confirmation, it was likely a mis-delivery to a nearby building. Rogers issued Ron a new phone and a two-month account credit. “ I don’t know why it has to be this way, but if it wasn’t for you and Consumer Matters, this wouldn’t be resolved at all,” said Ron.
According to Canada’s Commission for Complaints for Telecom-television Services (CCTS) recent mid-year report – Rogers had the highest number of complaints during the reporting period. “Rogers was at the top of the list for complaints in our last mid-year report. They are up 95 per cent since our last mid-year report. They account for about 34 per cent of all complaints that we get,” said Josée Bidal Thibault, Commissioner and CEO of the CCTS.
Consumers struggling to resolve disputes with a service provider can reach out to the CCTS for free.
“We’re able to help with things like billing disputes, contractual disputes, service delivery disputes,” Bidal Thibault added.
The watchdog says the majority of complaints it receives get resolved and often within 20 days. If that doesn’t happen, the CCTS has the authority to investigate and hold service providers accountable.
The question was asked “Where is Rogers’ loyalty to it’s customers?” The truth is there is none, they don’t even offer loyalty to their employees. The company not only offered voluntary departures to its employees, but as of July 7th 2026 has laid off numerous others in an effort to streamline business operations. A company that once was proud to say all it’s call center agents were in Canada, at the time true, has not hired an internal team in more than 3 years and has moved it’s call centers to third party companies located outside of Canada.
When Rogers took over Shaw in 2023, they were supposed to create 3000 jobs in western Canada. To the best of my knowledge that has not yet happened. Rogers is out for the bottom line. They have shut down multiple departments including loyalty and retention, yet customers are told they will be transferred to these departments and end up with just another front line tier 1 agent.
I had the exact same thing happen me and I am still trying to get a solution from Rogers. I have spent hours on the phone always with the reassurance they have escalated my case and a manager will call me back. I am still waiting. Can you help me.
Meanwhile, during the complaint process and getting the CCTS involved, Roger’s is also screwing your credit rating!
My has just dealt with this exact situation. It was presented as a promo. He was supposed to get a free iphone delivered by Fed Ex. When he asked why they would give away a free iphone the agent told him it was “because Rogers is loosing customers”. She also gave him all her id as well. All he had to do was activate the phone when received and it would be free. Obviously it did not arrive and he got the same run around and was continuously told “the case was closed”. He was not at all concerned the he did not get a free phone, but that he would be charged if the phone was not activated. That was over a month ago and fortunately the charge has not been on his account at this time. Obviously this is some kind of scam!
Fido delivered a tablet to our house. Funny thing is it had the wrong name but the correct address to our house. I called Fido and said I have your phone but for me to deliver it to a Fido store would be 50.00 since they once suspended me. We had a vacation property and the signal was using a Telus tower so I got a warning and then a suspension. They declined to pay so it sits in my house not being used for anything. In another 10 years I will drop it off at Fido.
Sounds likw FedEx needs a good asswoopin, or at least their drivers