This has easily been the worst business I have ever dealt with, and I strongly urge people to avoid Phonebot entirely. I bought a Samsung S22 Ultra from their Reservoir store on 27 December 2025, and after only a few weeks the phone stopped connecting to any network. What followed was a three‑week nightmare of delays, repeated explanations, unanswered messages, and staff who clearly weren’t reading anything I had already written. Despite confirming multiple times that I do not live in Melbourne, they repeatedly told me to “drop the device in store.” I submitted a return request on 15 January, yet they kept asking me to submit it again. They promised updates, return labels, and instructions that never arrived unless I chased them repeatedly. It became clear that nothing moved forward unless I pushed every step of the way. The only time they suddenly responded properly was when I threatened to go to VCAT or Consumer Affairs Victoria — and no one should have to resort to that just to get a basic warranty refund.I eventually did receive return labels and posted the phone back. The device arrived at their store within a week (with tracking), yet again I had to contact them myself to get any update. I messaged them to confirm the phone’s arrival — no response. I called the next day and was told they had the phone and needed my bank details for the refund. They assured me it would be processed that day and agreed to send this confirmation in writing. I sent my bank details immediately and waited for the confirmation email — nothing. I had to call again the next day just to check if they’d even received the email. They claimed they had and said the refund would take another 2–3 days. I requested written confirmation again and waited the full three days. Still no refund. I called again, and this time they said the refund was being processed “today” and would be in my account by lunchtime the next day. It was not. I tried calling again — no answer.I first reached out to Phonebot on 9 January 2026, and it is now 4 February 2026, and I still have not received my refund. I have therefore made good on my earlier warning and have lodged the matter with VCAT. Phonebot’s communication is chaotic, the process is exhausting, and this has been by far the worst experience I have ever had with any retailer. No customer should have to fight this hard just to get a refund on a faulty phone. Absolutely terrible communication and service. Avoid this business at all costs.
Claim your business profile now and gain access to all features and respond to customer reviews.
Established in 2012, Phonebot is a market leader in sustainable technology products. We are one of the largest Australian online and offline retailer and wholesaler in our category stocking over 100 product models. Our aim is to reduce carbon footprint by reusing or recycling technology products. From acquiring a gently used product, our team of qualified technicians grades and refurbishes each device and only the most delicately used are on sold to consumers on marketplaces, on our website and in store. Devices that do not meet the criteria are then either exported for overseas use or used as parts elsewhere.
Hundreds of positive customer testimonials on various review platforms testify our commitment to providing excellent customer service and after sales support. Our team of tech heads is based in Melbourne helping customers make sustainable business choices 7 days a week
We are so confident about the quality of our products that we offer a 7 day change of mind returns on all items sold, in addition to the 6 months warranty.
All our inventory is stored and shipped from Melbourne not overseas like other sellers.
The team at Phonebot appreciates your business and expects a positive review to encourage us and others make sustainable everyday decisionsSee more
