Return kit was never sent

[Panoff]

I recently upgraded my phone. I missed the deadline for my upfront edge but was ensured by 2 different Roger's representatives that if upgrade to a new phone and turn in my old phone within a certain timefeame the upfront edge will be refunded to me. So I went ahead and upgraded to a new phone using the Roger's website. There was a question to whether I would be keeping my old phone or returning it and to send a return kit. I chose to return it using a return kit that will be mailed to me. Well its been over a week and nothing. If I'm not mistaken I have 15 days to mail it back. Sorry but how is this possible if I never receive the thing I need to return it. I just spoke to a Roger's rep and she said she can send me a return label. Not sure what to do here? A little annoyed, the reason I did an upgrade was to avoid paying my upfront edge....in which I was ensured I would get refunded.

*Added Labels*

[RogersMoin]

Hello, @Panoff.

Congratulations on upgrading your phone, and welcome to our Community!

I understand how inconvenient it can be not to receive the return kit in time. Has the kit ordered by the colleague you spoke to been received? Once the device is received, processing the return may take up to ten business days. The Upfront Edge amount will be credited to your next invoice automatically.

I appreciate your participation in the Upfront Edge program.

Cheers,
RogersMoin

[WalterSmith3001]

Same thing happened to me, never received the kit to send back the phone.

[RogersZia]

Hi @WalterSmith3001, welcome to the Community!

May I know how did you do the upgrade? Was it done at the store, online or over the phone? The return process is done at the same time as the upgrade. If the device was upgraded at the store, you would have to do the return at the store.

For upgrades done online or through Customer Care, a return kit is shipped to you so that you can return your device.

If you did the upgrade online or via the phone haven't received a return kit, please send us a PM @CommunityHelps so we can look into this for you.

RogersZia

[JessW]

I also have not received a return kit. I ordered the new device online as I was advised that would waive the 70$ charge but did not receive a kit to return my old device.