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***Announcement: We’re excited to inform you that we will be merging the Fios and Wireless Communities to a unified Verizon Community with a new look and feel throughout. If you are interested in what specifically has changed, please see the New Revamped Community article under the Featured Topics.***
Extremely difficult to return a wrong order

I'm in complete and utter disbelief at the links this company will go to do this to their customers. I wasted an hour and a half last night on a chat with a non English speaking chat rep just to be giving the runarounds and told to go on to my Verizon and do it myself. I go into my Verizon and it says to go into the store. Not only was I sent the wrong phone when I upgraded from my S9 I was also sent the wrong case as well, the wrong internal storage size and everything. I'm extremely disappointed in the company and I'm more than likely am going to return the equipment and cancel my service. Unacceptable, I've worked for Verizon for over 3 years before and never have I ever experienced such cold calculated and blatant disregard for such simple requests #Samsunggalaxys22

Re: Extremely difficult to return a wrong order
Customer Support

We are so sad to learn of your experience when purchasing a new phone, Masterjedishane. We always want our customers to get the exact device they ordered with us, as well as all the correct products.


Typically, orders come with a prepaid shipping label to return equipment that needs to be exchanged. If it was not included in the box, then the best way to get a shipping label is to print it from the order through your My Verizon account.


We also give our customers the option to visit a corporate store location to return/exchange new phones as well. We do want to help in any way we can. Were you able to get the shipping label?