Complaint Department
The issue I have with Verizon Wireless is I placed an order online on the 5 of May 2015 for an LG Extravert 2 for .99 with a two year contract. Received an online confirmation #removed with in-store pick-up (FREE). On 6 of May 2015 I visit the store 101 Oxford Exchange Oxford, AL the young man asked if he could help I informed him I had placed an order online and wanted to make a store pick-up. He in turn proceeded to the back of the store to get my device. However, a young lady came out with the phone unpacked it and proceeded to quote the price as $129.99. I then informed her that the online price was .99 cent and my final bill should be $45.09 she stated no for that phone, I said yes and she said the best she could do was give me the phone at the rebate price of 79.99. I informed her I would only pay the 45.99 that my invoice stated was due today and that included the upgrade price she informed me she could not sell me the phone for that price.
I departed the store call Verizon customer service line outside the store and spoke to a young man first and started explaining my problem and in the process of talking was disconnected. Therefore, I called back this time I was connected to a young lady she in turn apology for the disconnected and I
told her the issue and again I was disconnect. However, this time I received a text message saying she would call back and she did, I continue with the conversation and after taking to her supervisor and the local store I was informed after 35 minutes that the order had been cancelled. They would have the internet department put the order back in and I would receive a call back informing me what steps to take next.
This is the 7th of May 2015 I had not received a call back so I call Customer service back spoke with a young man and he informed me that he could see in the computer my complaint however, the store had not returned a calling stating what the resolution to the problem was. Therefore, he would have to call the store again 30 minutes later he returned to the conversation and stated it was a computer problem and the Manager informed him that it showed in his system 129.99 and there was nothing he could do but he had turned it over to his IT department. However, the customer service rep informed he that he could give me two options to resolve my issue I could go online and replace my order and have it delivered to my home or wait to see what happen with IT then the local store would call me back (right).
This is the worse shopping experience and customer service experience I have had in years. I have been a customer with Verizon Wireless since 2003 and you mean to tell me a Manager in a store that knows the price I should pay for a phone cannot override a computer system to meet the customer written agreement this is crazy. I am writing this complaint “jumping through hoops” been placed on hold for more than 1 hour in two day, for a phone pricing that Verizon wireless online quoted and store location recommended as a company store for pick-up my device. For what to have to go online and get overnight shipping for free and replace my order with no customer satisfaction, and expense of gas getting to the store and time on hold WOW.
Message was edited by: Verizon Moderator
