iPhone 13 replacement nightmare

[KellyQ66]

*I finally called Verizon customer service on Sunday June 2nd after trips to Best Buy, Apple Store and Verizon Store and 3 months after Apple Care expired. My son’s  iPhone 13 256 gb (1 of 9 devices we have) wifi  wouldn’t turn on.  After zero help from anyone I was so grateful to reach an agent who assured me that our phone was having an issue they were familiar with and designated that it qualified for a CLNR (I found this stands for Certified Like New Replacement). I was thrilled. I thought it odd that the agent needed me to make an appointment for the next day so he could call me back- and when he asked what time was good, I replied, First thing tomorrow morning.”  He said he worked the night shift so could call until 9 pm. Okaaay. I tried to ask a question when he hung up. I was impressed that his manager called me back a few moments later to see if I had another question and apologized for hanging up so quickly. Great. 
No call ever came on Monday. No phone ever arrived. 
*Second call, Wednesday, June 5th. Agent apologizes over and over and assures me this is the last call I’d have to make and she placed the order, was shipping it out that day, I’d have by the next day at 8pm. 
*Third call, Thursday, June 6th, 9 pm. Agent (after 40 minutes of my replanting what had been going on AGAIN) sees that phone order was cancelled. They are not sure why. He emphatically assures me that he is a supervisor and he is personally assuring phone will ship out and I’d have it within 48 hours latest, if not 24. No phone ever arrived. 
* Fourth call. Saturday, June 8. Lovely woman agent says she’s not promising me but thinks there was a mistake with my shipping address and puts the order in again. 48 hrs. 
no phone. 
* 5th call. Tuesday, June 11. 
Order has been placed. Phone has shipped. 
Today. Saturday, June 15th. 
No phone. On my account it says shipped. 
There is no phone. 
This is absurd. I’ve said everything that could ever be said. This is not how you treat customers. I’ve been a Verizon customer for well over 15 years. 
Today I’m going in to the local Verizon store. I’m cancelling my accounts. I’m never buying a phone through Best Buy again either. They told me if I signed up for their membership I’d be covered for everything, everyone no matter what. Lies, lies and more lies.  Cancelling that. 
Only buying from Apple. Keeping Apple care plus monthly, auto renewing plan forever. 
moving to AT&T. 
Crazy.  I kept waiting for an agent to ask for my ss# or my cc# thinking this was a skcam. Well it is a skcam. Disgusted. 
What is wrong with this company?