My wife got her phone stolen on Wednesday! So, I go on the Verizon app to order a new phone since we have an upgrade anyways! I place the order and it tells me I will be getting an online promotion for $18 off the monthly bill! When I process the order it removes the monthly promotion. I then call and have an agent over the phone remove the order and she helps order the phone with the discount. She tells me she will place the order I just need to approve it. I asked the agent multiple times before I accept the order it says delivery can I still go into the store and pick up the phones if you put delivery. She said “yes”! I said, how would you guys know I got the phone on store if you put delivery? She said just go into the store and pick up the phones! I said okay! I go into the store and the agent says “no, you cannot pick these up since they put delivery!” So again, I call the Verizon support line and they tell me now they have to put in a ticket to cancel this order which can take 24 hours! I asked to speak to a supervisor since the lady I spoke to that morning who placed the order said I could pick it up in store! They told me the supervisor is in a meeting and can’t call me for an hour. Never got a call! Then I call the next day and speak to another agent who tells me the same thing! He will call me back once the ticket is fixed and will call me at 10am. Never calls! So I call again and ask for a supervisor and they say we can have a supervisor call you in an hour they are the phone! Still don’t have a replacement phone because the lady that originally placed the order I now have to cancel and wait to order for in store!
We are truly sorry for the whole ordeal. That is definitely not the experience we want you to have. To better assist, tell us. When did the agent place the most recent order? Were you able to review the terms and conditions before the order was submitted?
~Maria
I was on the phone with the agent who was telling me to approve the order so she can move ahead with the process. Which is why I asked her 3-4 times if you are placing a delivery how can I get it in store. She specifically told me if I can go into the store and give them my order number they can give me the phones and cancel the shipment. I went into the store and was told NO. So, why would the agent tell me otherwise? I can seem to get a manager on the phone either. Worse customer service I have even had. Also, every time an agent says they will call me back does not! If I can’t get a phone today, I will be canceling Verizon and going to another carrier.
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