I have been a loyal customer for many years. this past weeks experience has been beyond painful. Last week I spent close to 3 hours online and on the phone trying to update my plan and order 3 new phones. 3 hours.!!!!. that in its self is crazy long.
Today I received 2 of the phones, the 3rd one for whatever reason was not sent. Why? well I'm told the credit card did not go through. the same credit card that was used and went through for the other 2 phones. not once was I told there was an issue, no phone call, no email, no text, no nothing. in fact the last call I received after the 3 hour debacle of trying to get the phones ordered, I was told , everything was great it all went through..I should expect all the phones by Monday.
So today when only 2 phones arrive,( and of course the one that is missing is for the birthday girl) I try to call, the robo system you have wouldn't let me choose any option at all. no matter what I hit. I called in 3 times trying to get a human. So I did live chat. who told me to go to the store, pay the tax fee, and I can pick up the phone there. WRONG! after waiting for more then hour,, they tell me they cant do this. they cant complete an online transaction in the store. So I had to have them call in, ( because I couldn't get through from home) so I can give them my credit card #, and then to be told I cant get the phone there and have to wait until Wednesday to receive it.. they hope.. I asked if we could cancel the online order and I can get the phone in the store. I was told NO. this has seriously has been the most stressful situation ever with Verizon Wireless. all to order a phone. and being told well I'm sorry these thing happen and there is nothing they can do to help me is unacceptable. Your customer service should be better. and the resolution to the problems your customer service/system made should be handled in a more efficient way. Saying I am frustrated is not even close. over 4 hours online, on the phone and in a store and I still dont have my daughters birthday present. Very disappointed in the way this was handled and I hope going forward your CSR are trained better on how to handle these situations
