Virgin Plus

Reviews

• TT

  Tiffany Travels

  2 days ago
  1.0
  I started this interaction on a positive note, but I was very displeased with my experience with the Virgin Plus employees. As someone who works face-to-face with clients in customer service, I found the level of professionalism and decorum displayed by the manager to be abysmal. I came to the counter with two very simple requests: I wanted the cheapest phone plan available for my two lines, and I wanted both of them to be pay-as-you-go because that best suited my needs. I understand that associates are expected to upsell, but the priority should always be meeting the client’s needs first. I explained to the associate, Hast, multiple times that I wanted month-to-month, pay-as-you-go plans. I couldn’t remember the terms “prepaid” and “postpaid” at first, so I described exactly what I meant and I said did not want to be billed retroactively. Instead of clarifying my needs, she seemed focused on selling me plans with data, additional features, and explaining coverage, even after I told her I was going to be out of the country no for that stuff mattered to me and simply needed basic plans to keep my phone numbers active. She didn’t ask clarifying questions to ensure she understood what I wanted. She was focused on upselling. You can imagine my frustration when I realized she had activated one of my numbers on a postpaid plan, which is the exact opposite of what I requested. I was then told I would need to contact customer service to have it corrected, while she insisted she had given me what I asked for. I specifically wanted prepaid because i didn’t want a credit check and i wasn’t even asked to consent to one this was all intended to be temporary. Fine At that point, i was inconvenienced but i wasn’t upset. I clarified my request again and again, explaining that I wanted a prepaid plan. She continued insisting prepaid and postpaid were essentially the same, despite me repeatedly saying they were not and asking her to make the second number prepaid as I requested. She eventually started processing it correctly. However, that is not what completely soured my experience. The real issue began when Hast got stuck with processing the port and eSIM activation and her coworker came to help then her manager came over to help. The manager never addressed me directly, which wasn’t a problem on its own. What was completely unacceptable was that she began speaking about me instead of to me. She told Hast that I had given her the wrong account number and that is why the my were having issues and that she shouldn’t trust information clients give because “client gave the wrong information.” I was honestly floored. Since when is it acceptable to speak about a client that way especially while they’re standing right in front of you? That was the moment I became upset. Not only had I not received what I asked for and i have an issue to fix with customer service but now the issues are now being blamed for why something is wrong with the process. This manager wouldn’t speak to me directly or asked questions to clarify anything a complete lack of customer service. Hast copied all of my information directly from my my device herself. She wrote down my account number, address, information from my phone bill, my driver’s licence, and even both IMEI numbers directly from my phone. The difficulties she experienced were not because I gave incorrect information it’s because she for some reason didn’t know what she was doing. To make matters worse, after spending all that time at the counter with the “Help” of her manager, I still didn’t have service on either of my lines i ported over. I had to borrow someone else’s phone to call customer service to get help. I genuinely regret not walking upstairs to Koodo instead.
• VC

  Vikas Chahal

  Aug 9, 2026
  5.0
  I had a great experience at BBC, thanks to Manahil! She was very friendly, professional, and helpful throughout my visit. She took the time to understand what I was looking for and made sure I had a smooth and pleasant experience. Her customer service was excellent, and she was very welcoming and patient. Thank you, Manahil, for your amazing service! I really appreciate your help and would definitely recommend this store to others.
• SS

  Sarabjeet Singh

  Aug 6, 2026
  1.0
  The lady told us we need the account number to port from chatr to lucky. I logged in to chatr account and found no account number was present there. I told her that am unable to find, she told me to go to other shop (who deals with chatr) to get the account number. Wow! Guess what when I went to the other shop they told port can be done using IMEI number as well, the account number is not mandatory. This girl, lady at virgin plus didnt want to step forward to help us. Even told to get aside while i was searching the account number on my chatr account so she can help others which i agreed to. I was complying to the point the lady wasnt at all helpful and just dismissed us. I told her am not satisfied with your service and gonna give you 0 stars. She started arguing and we left from there. Well done! No wonder people dont know anything about customer service.
• GC

  Gurneev Channa

  Jul 25, 2026
  1.0
  Very poor customer service at the Virgin Plus store in Bramalea City Centre. I had a very frustrating experience with Minahal and another employee. We were given conflicting information, our time was wasted, and when we returned as instructed, we were met with a rude attitude instead of assistance. The lack of communication and professionalism was extremely disappointing. I expected much better customer service from Virgin Plus.
• AC

  Avir Channa

  Jul 19, 2026
  1.0
  I had one of the worst customer service experiences I’ve ever had at the Virgin Plus store in Bramalea City Centre. My family and I went in to upgrade my phone, and we ended up spending hours in the store. The phone transfer was taking a long time, and the first employee helping us, Minahal, told us to leave the store, try to sell my old phone somewhere else, and then bring the cash back to pay for the new phone. That seemed very unusual and unprofessional, but we trusted her advice because she worked there. Later, another employee took over and confirmed that because the phone transfer was taking so long, we could go home, finish updating the phone on our faster Wi-Fi, and come back anytime before the store closed at 9:00 p.m. She clearly told us that if we returned before closing, they would finish everything and I would receive my new phone. We came back at approximately 8:50 p.m., exactly as instructed, expecting them to complete the upgrade. Instead, we were met with a rude attitude and were told that it was “common sense” to come back by 8:30 p.m. That made absolutely no sense because we were specifically told to return before 9:00 p.m. If there was actually an earlier cutoff time, that should have been communicated from the beginning. To make things even more frustrating, Minahal had already finished her shift, so there was no one willing to take responsibility for what we had been told earlier. After wasting hours of our day, making an unnecessary trip to another store, going home to finish the phone transfer exactly as instructed, and returning before closing, we still left empty-handed. The lack of communication, contradictory information, and disrespectful attitude were unacceptable. Customers should not be given false instructions and then blamed for following them. We trusted what your employees told us, only to have our time completely wasted. This experience was incredibly disappointing, and I sincerely hope Virgin Plus addresses the poor communication and customer service at this location so that no one else has to go through what we did.

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