In store offer

[SandrineH]

On November 23, 2024, between 1:00 PM and 5:00 PM, my husband and I visited the Verizon store at 3376 Cinema Pt, Colorado Springs, to upgrade our phones. The store manager offered us two free Apple iPhone 16 Pros, but since we preferred the 256GB versions, he assured us that if we traded in our Apple iPhone 13 models, the phones would still be free. We also decided to get an iPhone 15 for our child, along with a 10th-generation iPad, two Series 10 smartwatches, and a free Samsung phone. The manager explained that the iPad would cost $10/month and each smartwatch would cost $7/month. He told us that our bill would be about $180.44 for three lines or $184.44 for four lines. The manager also said he credited about $1,000 to our account and provided a $24 credit to ship the Samsung phone to my mother in Maryland. However, we never received the promised gift cards, and later, we were told we would need to pay $1,000 to return the phones when we tried to return them.

On December 5, 2024, my husband returned to the store around 10:00 AM to return the two Apple iPhone 13 models for the trade-in, assuming we were within the 30-day return window and could retrieve them if needed. Around 12:35 PM, we decided to cancel our service with Verizon and asked to get the iPhone 13 back. An associate confirmed that the phones were still in the store, but they refused to return them to us and proceeded to ship them out via FedEx about 15 to 20 minutes later. When we asked for clarification, we were told we would need to pay activation fees, the $1,000 store credit that never appeared, and restocking fees to return the phones. We were willing to pay the restocking fees but nothing else. After contacting customer care, we were assured that we would get a call back at 2:00 PM. However, when the associates returned, they told us Verizon could not return the phones and gave us a number for further assistance. Attached you have the whole story and documentation. Thank You

We found the two Apple iPhone 13 models on Amazon for $800.97 (tax included) for both phones and are requesting reimbursement for the trade-ins. Additionally, we ask for the cancellation of activation fees and a refund of approximately $300 in restocking fees. We have already paid $151 for returning the iPad and smartwatches, and we are still waiting to return the three phones once the unjust fees are removed. To further complicate the situation, our bill was showing $227, not the $180.44 or $184.44 the manager had promised, which caused confusion and concern.

We received an email requesting a suitable time for a call, so we reached out to the person assigned to our case on Thursday, December 5, 2024. Unfortunately, there was no response. We left a voicemail and followed up with an email and voicemail on Friday, December 6, 2024, but still did not hear back. Today, December 9, 2024, we called again and left a voicemail, yet we have yet to receive any response. 

On Saturday, December 10, 2024, we contacted customer service for assistance with returning the iPhone 16. The representative confirmed that we were within the 30-day return window and should be able to return the phone without being charged for any promotional credit, which we don't have. They provided a return label but did not mention any activation or restocking fees.

After returning the iPad and two watches to the store where we made the original purchase and paying the applicable restocking fees, the receipt indicated a refund instead of a return. To our surprise, our account now shows a refund of $151, even though we paid by card and our bank statement reflects the original transaction.

At this point, we are both confused and frustrated with how Verizon has handled this situation.

[rguercio]

I still don't have the promised $300 gift card and no explanation of our billings since Dec 3rd.