On August 1, I placed an order for a new Google Pixel 9 Pro XL to be picked up at a local Verizon store. After 24+ hours of not receiving notification that my order was ready to be picked up, I decided to stop into the store. When I placed my order, the website indicated the store had a Pixel 9 Pro XL. When I stopped in, I was advised the store was going to call me to advise me they did NOT have a Pixel 9 Pro XL. (24+ hours later) I was advised a new Pixel 10 would be coming out at the end of the month and I could cancel my order and order the latest version when the 10 became available. After thinking this option over, I decided to cancel the order to get the new version at the end of the month.
I canceled my order on August 2. The same day, I received an email stating a refund "was coming to me" in 72 hours. 72 hours came and went and I did not receive the refund. I attempted to contact customer service via chat & phone and became trapped in AI system. I was not able to reach anyone and the AI bot kept asking if I wanted to cancel an order. (NO! I had already canceled my order on Aug 2)
On August 5 I received another email stating my order had been canceled because I had not picked up the phone. (See previous statement - the store did not have the phone and I canceled my order on Aug 2nd.) In any event, the email again stated I would receive a refund within 72 hours.
I did not receive a refund so I again returned to the store to see what, if anything, could be done regarding my refund. The CSR was able to connect me with a live person via phone. I was told refunds take X-amount of days and I should have my refund by August 14. Nope.
I returned to the store today and basically went through the same thing. This time, I was told the refund should appear in my account by Tuesday, August 20. If not, to go to a corporate store where they may have more authority to resolve this matter.
To say I am extremely disappointed and frustrated at this time is an understatement. The amount of time and money I have spent is just ridiculous!
I am able to share specific Order Number, etc on a secure chat, if needed.
