I have been a loyal Verizon customer for almost 23 years, and until now, I’ve never had an issue ordering phones from your website. Recently, I upgraded to the new Galaxy 25 and placed my order online. Since the delivery required a signature, I contacted Verizon to have my shipping address changed from my home to my work address. I was assured that the change was made and that I would receive my phone the next day.
Instead, I received a FedEx notification showing that delivery was attempted at my home address—the exact issue I had tried to prevent. I contacted Verizon again, was told once more that the address had been updated, and was promised delivery to my work the following day. Yet again, FedEx attempted delivery to my home.
After multiple failed deliveries, I asked for the order to be redirected to a store for pickup. To my frustration, the same mistake happened again. At this point, I had to demand a supervisor call me back because this issue had dragged on for a week. The supervisor explained that the order would need to be canceled, the phone returned to the warehouse, and a brand-new order placed, which would take an additional 48 hours.
By then, I was extremely frustrated and chose to cancel the entire order and request a refund. I was told it would take 3–5 business days for the cancellation and refund to process. After this experience, I am seriously reconsidering my loyalty to Verizon. This was by far the worst customer service I have encountered, and I am now considering switching providers altogether.
Verizon needs to improve its online ordering and customer service processes. After 23 years of loyalty, this experience has left me disappointed and questioning whether I want to continue my service. Do better, Verizon.
