Has anyone had experience with delayed processing from ordering online and picking up in-store? I ordered a phone on Friday morning and the website said it was in stock and would be processed within an hour via Express Pick Up (which was great, because I needed it for work). Friday came and went, and I hadn't heard anything. I tried to call the store this morning to ask about it, but the listed number re-routed me to the main Verizon customer service line (which is just a bot that couldn't understand the problem). The automated response eventually gave up on responding and said: "We'll send you a link to open up a support chat with a representative," then hung up on me.
I sent a message to the representative through the support chat link, and he confirmed that the phone was in stock at the store and the order had been received by the store, and that I should "immediately receive an email that it is ready for pickup." No luck. So I go back to the Verizon app and submit a request detailing the problem again, and get assigned a new representative. She asks a couple questions, I answer them right away, and then she stops responding. I get a message from the Verizon app: "We need more information to process your request." I submit the information again. That immediately opens a new window with a new representative, who doesn't respond after the first message. Notification from the Verizon app: "We need more information to process your request." I submit the information again. That immediately opens a new window with a new representative, who doesn't respond at all. This repeats 3-4 times.
I finally gave up and went to the store in person to ask what was happening, and the representative told me that something was holding up the order on the back end, but he couldn't tell me what it was, and said there was nothing they could do about it. I haven't gotten any emails from Verizon requesting additional info from me before picking up. I already agreed to the contracts and terms and conditions. The initial payment and activation fee already cleared from my bank. I'm kind of at a loss for how else I'm supposed to resolve this because every avenue I've tried with Verizon has led nowhere.
I'm a brand new Verizon account holder, so I don't have much experience dealing with Verizon, and definitely was not expecting this kind of customer service or issues within the first 3 days of having an account. Has anyone dealt with something similar? Is this a solvable problem, or would it be better to just cut my losses, cancel my service, and go with a different cellphone provider? Thanks in advance.
