Verizon customer service is an absolute nightmare. I ordered a phone for "Express In-Store Pickup." I was told it would be ready in 2 hours or less at a specific store near my house. Since my current phone isn't functioning, the "express" option was the reason I chose the phone I ordered. I rely on my phone for work and was willing to give up other options to make sure I could get a new phone asap. After having the order confirmed and receiving an email saying it would be ready in 2 hours, I heard nothing. The phone number listed for the store was a dead line. So I went to the store to see if it was ready. The reps in the store said they didn't have my order and didn't have the model I ordered in stock. They blamed Verizon for the issue and suggested I contact Verizon customer support. I've now spend the last 36 hours trying to contact and get help from Verizon support. It's been a nightmare. Reps just tell me to wait for an email. They tell me it's a store problem not their problem (even when I explain the store said it was a Verizon problem). They refuse to even look up the phone to see where it is located. I've explained my story to probably 8 different reps today and they just drop/ghost me. Several reps pretended to escalate me to an "Expert" or the "Care Team" and then simply passed me to another rep. Verizon was happy to advertise the phone as available for in-store pickup and they are happy to take my money, but their reps do not care in the least about solving problems. Worst of all, the service experience is a rabbit hole of frustrating options. I've never experience anything quite like it. I have no idea when I'm getting my phone and they won't let me cancel the order (despite the inaccurate advertising).
