Enthusiast - Level 1

I recently started a new family plan with Verizon, and brought my wife over from AT&T. We went into the location at 1703 Niagara Falls Blvd. Buffalo, NY 14228 on September 18th, 2021, and dealt with a very friendly and professional sales representative who helped sign us up for a new plan, and placed an order for two new iPhone 13's. I would like to make clear that this negative review is NOT a reflection on the sales staff at the Niagara Falls Bvld. Location, rather this has to deal with Verizon as a company.


On September 18th, 2021 after signing on to a new plan, placing an order for two new iPhone 13's, we were charged $178.06, and told that the new iPhone 13's would not be released to ship until 09/24/2021. I received my iPhone 13 via delivery on 09/28/2021, I checked on the status of my wife's iPhone and it showed that the order still had not shipped. I checked on the status of her phone again on 10/05/2021 and it showed that it was scheduled to ship out on 10/06/2021. On 10/06/2021 I attempted to track the order, however it showed that the order did not ship. On 10/07/2021, I attempted to engage with Verizon's online customer care chat service, however the agent that I was attempting to chat with kept on getting disconnected. On 10/08/2021, I went into the Verizon location on Niagara Falls Blvd. and waited for about 15 minutes before speaking with a sales representative who assured me that the order was still valid and he was showing that the phone would be shipped by 10/15/2021, however there was a possibility that the order would not be shipped out until 10/22/2021. I received an email on 10/09/2021 at 7:45am stating that the order for my wife's phone was canceled, without any other explanation.


I went into the Niagara Falls Blvd. location at 10:30am and put my name into the queue to speak with a sales representative in order to get some clarification on why the order was canceled, I also dialed *611 to attempt to speak with a customer service representative, as I was #7 in the queue. I was able to get a customer service representative on the phone right as my name was called in the store. I figured that it would be an easy fix just to simply re-process the order, so I chose to speak with the representative over the phone.


I was told that the order for my wife's iPhone was canceled DUE TO AN INTERNAL SYSTEM ERROR ON VERIZON'S END, the representative said that sometimes when the order gets stuck in a certain phase of the ordering process, their system will kick it out and automatically cancel the order. I asked to have the order put back in so that we can receive her new phone as soon as possible. The representative was able to set the order up again, however I was then told that in order to complete the process, I would have to pay a total of $91.74 for sales tax on the new order and shipping costs, DUE TO AN INTERNAL SYSTEM ERROR ON VERIZON'S PART. I also confirmed with the representative that my very first payment as a new Verizon customer is due today, 10/09/2021, however I received an email outlining my account and billing information, which showed that my monthly payment was approximately $30.36 higher than what we were told when we originally signed on for this new plan. I do still have the paperwork from when we signed on and will get the billing portion straightened out, assuming we decide to stay with Verizon.


After being on the phone for over an hour and a half with the customer service representative (who again was very polite and professional), I asked to speak with a supervisor to voice my concerns. I waited on hold for over 20 minutes before a supervisor named Joe came on the line introduced himself, however stated that he was unable to hear me, and disconnected the call. I received a text 10 minutes later stating that they were sorry that the call was disconnected and someone would call me back momentarily, it has been over an hour and no one has called back.


If you, your family, friends, and/or business are considering switching over to Verizon, I would strongly reconsider or at the very least explore other options available through another carrier.

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