I am beyond frustrated right now with this whole situation. After speaking with customer service via chatting, calling in 3 times and going to the Corporate Verizon Store, no one can give me a straight answer. No one from Verizon can tell me where my phone is. Here's what has happened:
I get a text on Dec. 14 telling me if I trade in my iPhone XS Max I can get an iPhone 12 mini for $5/mo after my trade in. I've been wanting a smaller phone, so I go for it. On December 15th at 8:30 AM EST, I got online and completed my trade in and purchased the new phone. I paid the upgrade fee and the taxes and selected Same Day Shipping. I then picked my delivery time of 11 AM-2 PM Dec 15th, and stayed home to be sure I could sign for it.
After 2 PM comes and goes, I figured maybe it was because of Christmas/COVID delays or something so I continue to patiently wait. By 7 PM, I call in to customer service and they say to wait until 10 PM as that's the latest delivery time. No one comes.
The next day, Dec 16th, I call Verizon again in the morning. They said something is wrong with my order and they can't figure it out. The representative says she is going to call online orders department and try to figure it out. After a few minutes she comes back on to tell me they aren't answering! How is no one answering you're a billion dollar company!? She cannot locate the phone so I ask if I can just go to the store and pick up the phone. She says she will cancel out the order and makes me an appointment at the store for 11 AM.
I go to the store later that morning for my appointment. The man in the store tells me he can't help me after looking at my account because my order has been "completed" and I should have my phone. I tell him I never got it and the customer service rep cancelled my order so I could come in and do the transaction in store. He says they didn't cancel it and it shows completed. So I log back into My Verizon and it says "Out for Delivery" now! So I tell the guy well looks like she didn't cancel it and it's out for delivery so I'll head home and wait for it to arrive. I sat at home all day long, AGAIN, to wait to sign for a phone that never came.
Now we're at today, December 17th, and my Order Status still says "Out for Delivery by Dec 16". I am on a chat with a rep as we speak, who cannot locate my phone or give me a status of my order.
Calling in has got me nowhere. Chat has got me nowhere. Going to the store has got me nowhere. Can someone please fudging help me?? I've been with Verizon for 12 years and have never experienced anything like this. I just want my phone or my money back 😞
After many frustrating calls and chats, I finally got a CSR that wanted to get to the bottom of it. Postmates tried to pick up the phone from one of the Verizon stores, which had it's doors locked during business hours. That held the phone in limbo. Keith, one of your customer service agents, is an absolute rockstar. He figured all this out by making multiple calls, calling postmates, verifying phone was never picked up, cancelling my order, and ordering me a new one. I have to pay for the phone again on this new order, and wait for a refund which is kind of frustrating, but at least it's figured out.
I'm going to get his last name and send an email about how helpful he was. You guys need to hire more Keith's. Not all heroes wear capes.
We appreciate the kind words. We are glad you got your phone ordered. Are there any other questions we can answer for you?
Just as I type this, I try to make a call on my existing phone and now my phone says calls can't be completed!! The rep was supposed to call me back at 10:45 to complete the order and now my existing phone doesn't work! WHAT IS GOING ON
Covid exists. No company lets you undo a completed order. Contact whoever is doing the delivery since tracking status is out for delivery. You can call afterwards and ask for a refund on the same day shipping cost when the phone delivers.
I am having this exact same issue going on right now. Nobody at Verizon can help me. I have called FIVE TIMES and every time they tell me that the order is in process; however, the tracking link that I received from Postmates on behalf of Verizon shows that the order has been cancelled. Verizon can't see that information and says the order is in transit no matter how many times I tell them that their system simply isn't seeing the fact that Postmates cancelled the order. This is an absolute nightmare. Please contact me at [email address removed per the Verizon Terms of Service].
treyrawles, we apologize for the issues you've had with your order and having the order cancelled. We've sent you a private message so we can further assist. Thank you.