Verizon Customer Service

[MK99]

Verizon customer service is an absolute nightmare. I ordered a phone for "Express In-Store Pickup." I was told it would be ready in 2 hours or less at a specific store near my house. Since my current phone isn't functioning, the "express" option was the reason I chose the phone I ordered. I rely on my phone for work and was willing to give up other options to make sure I could get a new phone asap. After having the order confirmed and receiving an email saying it would be ready in 2 hours, I heard nothing. The phone number listed for the store was a dead line. So I went to the store to see if it was ready. The reps in the store said they didn't have my order and didn't have the model I ordered in stock. They blamed Verizon for the issue and suggested I contact Verizon customer support. I've now spend the last 36 hours trying to contact and get help from Verizon support. It's been a nightmare. Reps just tell me to wait for an email. They tell me it's a store problem not their problem (even when I explain the store said it was a Verizon problem). They refuse to even look up the phone to see where it is located. I've explained my story to probably 8 different reps today and they just drop/ghost me. Several reps pretended to escalate me to an "Expert" or the "Care Team" and then simply passed me to another rep. Verizon was happy to advertise the phone as available for in-store pickup and they are happy to take my money, but their reps do not care in the least about solving problems. Worst of all, the service experience is a rabbit hole of frustrating options. I've never experience anything quite like it.  I have no idea when I'm getting my phone and they won't let me cancel the order (despite the inaccurate advertising). 

[vzw_customer_support]

We are truly sorry to hear about the whole ordeal and would like to help. To better assist, please tell us a little more. Is this order an upgrade of an existing line or new service with Verizon? Have you received a confirmation email with tracking number?

~Maria

[MK99]

It's order xxxxxxxx and yes received an email. It's an upgrade to an existing line. Our entire family (5 phones) is on Verizon and we've been with you for 15 years. The order was for "Express" in-store pickup in 2 hours. 

[MK99]

Tried to contact service again this evening. I keep getting told that Verizon cannot help me with the phone that Verizon sold me. They say I need to contact the store. The store says they don't have the phone in stock and don't have the order, so they say contact Verizon. No one takes responsibility, no one can answer questions. It would be funny if I didn't actually need a new phone. I'm starting to think I need to cancel the entire Verizon family account and go elsewhere. I can't believe how horrible this service is. 

[vzw_customer_support]

Oh, no! We are stunned to see you in this phone order dilemma. We take pride in providing top-quality experiences. We want to help you in the best way possible.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[MK99]

This gets worse every time I talk to Verizon. Just got off with an agent who actually offered to solve my problem. Said they could cancel the original order, place a new one for the same phone, and get it delivered to my house via Fed Ex. Then came back and said ooops, processing the cancellation will take 3-4 days, but you can't get around that additional wait time by purchasing a new Unlimited Ultimate line for $55/month. So I can only solve your problem if you are wiling to fall for an upsell you don't need or want. When I refused to take that bait the agent passed me off. It's literally insane.

[MK99]

Latest here is that I got a nice customer service rep through this community post. But I'm being told that the original order was stuck and was a glitch in the system (I read that to mean the phone was never in stock at the store). Cancelling that order may take up to 5-7 days (!) and I can't get a new phone ordered until that cancellation is processed. So as of now, the phone that was sold to me on the basis that it would be ready in 2 hours may now take a total of 10 days. My rep opened a ticket and tried to help, but its hard to see how any of this makes sense.

[MK99]

Verizon -- why is no on able to help me out? I pay you $300+ every month for 5 lines and I've been a customer for 15 years. You screwed up my phone purchase and put me into this vortex and now, even after you acknowledged your mistake, I have to wait 7 more days just start over? The answers about policies and systems are just so unsatisfactory. I am certain the right person with the right access could cancel my order right now if they were willing to take 5 minutes. No solutions, no help, no nothing -- just wait. The truth that you do not care about your customers.

[MK99]

Verizon is so brutal. I would highly recommend that no one ever use the in-store pick up option. If any thing goes wrong, you'll be in limbo for days. They can't and won't help you at all. My order finally cancelled automatically. I ordered a new phone and paid for express shipping ("next day by 8pm"). The order was placed on Thursday mid-day and Verizon charged my account for the express shipping -- I was happy to pay for it. My UPS tracker now shows that Verizon paid for 2-Day Air instead of overnight and b/c of the weekend, my phone is now scheduled for Monday by 8 pm delivery -- 4 days after I ordered it and paid for overnight shipping. I guess I shouldn't be surprised and I don't have 16 more hours to spend chatting or talking with reps who can't help. I am exhausted by the process of ordering a new phone and not sure I have the energy to even try to get a refund of my shipping charges. I'll be switching mobile providers at my next opportunity.

[Albrean_VZ]

Hi MK99, Im sorry for the inconvenience, I understand how frustrating this all can be. Just to verify, did you ever receive your new phone?

[vzw_customer_support · Accepted solution]

MK99, we always want to make it easy to do business with us, and are so sorry that this was not your experience. That being said, we do appreciate you giving us the opportunity to help cancel your original order, so that you could proceed with a new device order as soon as possible. We also waived the overnight shipping fee that was billed to your account due to the hassle you experienced. We know that we can't take back what has already happened, but we do sincerely thank you for allowing us to try and make things right for you.

With your new device delivered, we're hopeful that it'll all be smooth sailing from here on out. We remain a few clicks away should you need us.👍

~Izzy