Dear Verizon Wireless Customer Support,
I am writing to formally express my deep frustration and disappointment regarding the handling of my recent device order.
I have been a loyal Verizon Wireless customer for over 30 years and am also a Verizon Wireless Credit Card holder. Throughout that time, I have consistently recommended Verizon to friends and colleagues based on what I believed to be a reliable and customer-focused experience. Unfortunately, my recent experience has fallen far short of those expectations.
On March 30, 2026, I placed an order for a new Samsung Galaxy S26 Ultra and a Galaxy 8 Watch with 2-day expedited shipping. While the watch was successfully delivered by UPS on April 1, 2026, the phone has not been delivered. UPS tracking has shown the phone shipment as “delayed” in Kentucky since March 31, 2026, with no updates since.
After waiting patiently, I contacted Verizon support on Friday, April 3, 2026, via chat. I was assured that a replacement phone would be delivered to me that same day through a local retailer. This did not occur, and I received no follow-up communication.
On Saturday, April 4, 2026, I again contacted support via chat and was once more assured that a replacement device would be delivered by the end of the day, with both the agent and a backend team actively monitoring the situation. Once again, no phone was delivered, and no communication followed.
On Sunday, April 5, 2026, I called customer support and spent 48 minutes on the phone attempting to resolve this issue. During the call, I was eventually transferred to a supervisor who indicated they would attempt to cancel the original order and arrange for a new device to be shipped overnight. However, before any resolution could be confirmed, the call was disconnected due to a system error. As of now, I have not received any follow-up from that supervisor, nor do I have a new phone.
This experience has been extremely disappointing. If this is how Verizon Wireless treats a 30-year customer, I am concerned about the level of service provided more broadly. I have long been an advocate for Verizon, but based on this experience, I no longer feel confident recommending your services.
I am requesting the following immediate actions:
• Confirmation that my original order has been canceled (if applicable)
• Immediate shipment of a replacement Samsung Galaxy S26 Ultra via overnight delivery or pickup at a local retailer
• Clear and proactive communication regarding the status of my order
• Consideration of appropriate compensation for the inconvenience and lack of service
I would appreciate a prompt response and resolution to this matter.
Sincerely,
Ann Roberts
