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My order was cancelled. why.
codymont429
Member

4 days ago, on Wednesday, March 18th, I noticed Verizon was having a sale on accessories, so I ordered a Mavic 2 pro drone along with a couple of other items. I had a representative help me place an order over the live chat feature because I had trouble with the website glitching out and not letting me add anything to my cart.  All day, thursday through saturday I periodically checked the order status on my "my verizon" app and was wondering why the status was just saying "ordered" and still hadn't shipped yet. 
 Got home from work this evening and thought I'd check to see if the status had changed and sure enough it had indeed changed..... to "CANCELED" !!! 
I did not cancel my order. I was hoping that I'd have my drone by now after the rep told me I'd be getting free expedited 2-day shipping. What gives??? Here it is Sunday evening and I can't contact anyone about this. Not happy at all. My card was charged on Wednesday and it is fully paid.

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Re: My order was cancelled. why.
vzw_customer_support
Customer Support

I know how I’d feel if my order were canceled without my initiating it, codymont429. We’ll be sure to find out how that happened. Since we’ll need to access your account, we’ve sent a Private Note to you.

 

 

GeorgeS_VZW

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Re: My order was cancelled. why.
codymont429
Member

   Thank you for sending me a message regarding this issue. After being on hold for almost an hour on Monday, I was able to talk to someone named Melissa and all she could tell me is that my order was cancelled because of shipment failure, and then told me that the only thing that could be done is to refund my card and then place another order after my card has been refunded. That made me very upset because I didn't want a refund. I just want my order that I had already waited 5 days for at this point. I was supposed to get 2 day shipping. She then wasted more of my time when she asked for all of my shipping information and tried setting me up with another order and sent me a link to charge my card again before she even refunded my card for the first canceled order. I told her that my card only has a $1,500 limit and she can't try to charge it a second time without refunding me for the first! To that she said, "Oh, okay then we will have to wait for the refund then, which can take 2-5 days". She didn't even confirm with me that she initiated a refund before I got disconnected.

   I finally woke up yesterday to a notification of my card being refunded and at about noon, I called in to complain, and to see if I could re-place the order. I spent 2 hours on the phone being redirected around from person to person and no one could tell me why my order shipment was canceled, or why they couldn't just re-ship it. I then was told I needed to be transferred yet once again and then was disconnected. Each of the 5 or 6 people I talked to tried to pacify me by telling me that some other department may be able to help and passing me off. 
After angrily calling back again and waiting on hold for another 40 minutes, I finally just asked to talk to a sales team person to try to place the order again over the phone. A woman, whose name is something like Charliese if I remember right, helped me place another order and although she said she understood my frustration, she said she couldn't do anything for me to compensate for all this hassle and inconvenience. Couldn't do anything for me, even though I have now waited 7 days (8 as of writing this) for my 2-day shipping, and the fact that I have now had to take several hours out of my busy schedule trying to figure out what the heck is going on with my $1,226 order.  I reluctantly said, "huh, okay I guess as long as it ships this time that will have to be good enough!" She tried to assure me that this one will definitely go through and she is not sure why the last got cancelled without any notification sent to me or any refund issued. She told me that I will be emailed shipping confirmation today and that she will call me on Friday to make sure the order was successful. 
Here it is, the next day and I have not received any sort of shipping confirmation e-mail for this new order, nor is it showing up on my account. When I try to look up the order status on the website it says "there is a problem with one of our systems, please try again later". 
Did my order get canceled AGAIN? I can't believe the lack of service I have received from Verizon and how hard you guys have made it for me to buy $1,200 worth of accessories from you. 

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Re: My order was cancelled. why.
codymont429
Member

Update: it's been another hour and I just tried to get help on the chat feature. What a joke that was. Someone in sales told me that they, unfortunately, can't look up my order status and said that one of the "account specialists" could help me out. I got transferred to another person and when I asked them to check my order status, they Immediately told me that the sales team would be able to answer that and transferred me back to the first person I talked to and then put me on hold. I am appalled at this experience and have never had to deal with anything like this in my entire life. I feel like I'm in a movie or something this is absolutely unbelievable. I will be switching my phone carrier as soon as possible and will never do business with nor will I ever recommend Verizon as long as I live. 

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Re: My order was cancelled. why.
vzw_customer_support
Customer Support

Your time is extremely valuable to us, and it's our priority that we provide you with precise information regarding the status of your order. We will be more than happy to turn this experience around. We've contacted you via a Private Note to continue assisting you.

GeovannJ_VZW

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Re: My order was cancelled. why.
codymont429
Member

I will be very surprised if you can "turn this experience around" for me. This second order that was placed for me has now been "processing" for 4 days and I am expecting it to cancel just like the first one did. Can't wait to get my refund back so I can go buy a f**** drone somewhere else.

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