I'm having an issue where I ordered a phone for Express Pickup, they said it would be ready within 2 hours of the day I ordered, but I waited and no go. I figured I'd wait till the next day.
Still no email so I check with the store to see if they see my order. They say they see it but it's stuck in "pending" and I must be needing to do something. I say I've paid for it, I can't see anything else to do on my end. They said they can't do anything about it and I have to take it up with Customer Service.
Customer Service tells me they can't do anything as it is the store's system's fault. Wow. I ask if I could cancel, they said they could not. I ask if they could do anything to get this moving? Could they speak with the store directly to fix the issue?
They escalated several times but no one could do anything about it. They told me to wait 72+ hours for the order to cancel itself and to place another one. Unbelievable.
It's been 72+ hours and it is still in the same processing state with no pickup email. Unbelievable.
Can someone resolve my issue and either push my order through or cancel it altogether? They can take my money the same day but cannot fulfill my order?
Hello Jkao, this is not the express pickup experience we strive for, we created this option to make it easy and convenient for our customers, not the complete opposite. We're truly disappointed to learn about your pending order, but we're here to help turn this around. Has a ticket been issued due to the pending order?
~Brian
Iโve been having this exact same issue with no resolution or help from the store
Sorry to hear this, it really is infuriating
Hello Omar7, we apologize that you are having problems with gettin your order from the store. If you can share more about what is happening with your order. -Dee
I've issued tickets, I've called support, but no one seems to help.
The current ticket the representative says that the phone must not be in stock at the store and my order won't update until Verizon ships a phone to the store.
Why would they let me order a phone with the assumption I would receive it that day if it's not in stock?
Is there anything that can be done? Can I swap it to ship to my home directly? Can I cancel it so I can switch to a different carrier?
I reply to my support ticket and every couple of hours the rep changes and asks me for my name again on my support request. It's not a good experience.
I can certainly appreciate your sentiments. I'm sending a private note now so we can help
-Anthony
Can someone reach out to me? I was working with Anthony yesterday and he said he'd contact me today once he got into work afte 1pm eastern.
I would appreciate it thank you
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