On Friday 7/26 early morning, used my early upgrade to order an iPhone 15 pro. I had the option to pay $19.99 for delivery by Saturday 7/27 so I did that. I didn’t want to risk not being home to sign for the delivery because I work weekdays so Saturday made sense if I ordered and had it delivered. I received tracking info stating that the estimated delivery is Tuesday, despite my receipt reinforcing the fact that I paid for the Saturday delivery. Fast forward to in and off the phone with MULTIPLE Verizon service agents. I was advised to call UPS to update the address to a UPS location that could accept the package on my behalf and I could pick it up after work since the hours are until 6pm. I called UPS but was told I was not able to revise the delivery AT ALL including delivery address and delivery time/date because Verizon puts restrictions on the deliveries. UPS told me they could only change these things if requested directly by Verizon. I called Verizon back and explained. After long hold times, the representative (who I escalated to a supervisor) stated that she contacted UPS and nothing could be done. She asked if I wanted to cancel the order, but that it wouldn’t be immediate but rather 24-48 hours. I told her forget it and I would try to find someone to be at my house to accept the package. A couple hours later my tracking reflects “return to sender”. I reach out to Verizon AGAIN and ask since my order was canceled, can I place a replacement just pick up at the store. They tell me no and that I would have to wait 7 business days AFTER the phone arrives back at the warehouse for the device agreement to be canceled in order to order a new phone. A device agreement for a device NEVER in my possession. Make it make sense. The representative and his supervisor were unable to help besides offering a small credit on the upgrade fee. This is ridiculous. All over something that Verizon messed up and cannot take accountability for. I don’t understand how they “can’t” override things like this when it is their fault. This is brand new account and I am not impressed and thinking of switching carriers.
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