Delayed Express Pick Up?

[gallegosh]

Has anyone had experience with delayed processing from ordering online and picking up in-store? I ordered a phone on Friday morning and the website said it was in stock and would be processed within an hour via Express Pick Up (which was great, because I needed it for work). Friday came and went, and I hadn't heard anything. I tried to call the store this morning to ask about it, but the listed number re-routed me to the main Verizon customer service line (which is just a bot that couldn't understand the problem). The automated response eventually gave up on responding and said: "We'll send you a link to open up a support chat with a representative," then hung up on me. 

I sent a message to the representative through the support chat link, and he confirmed that the phone was in stock at the store and the order had been received by the store, and that I should "immediately receive an email that it is ready for pickup." No luck. So I go back to the Verizon app and submit a request detailing the problem again, and get assigned a new representative. She asks a couple questions, I answer them right away, and then she stops responding. I get a message from the Verizon app: "We need more information to process your request." I submit the information again. That immediately opens a new window with a new representative, who doesn't respond after the first message. Notification from the Verizon app: "We need more information to process your request." I submit the information again. That immediately opens a new window with a new representative, who doesn't respond at all. This repeats 3-4 times.

I finally gave up and went to the store in person to ask what was happening, and the representative told me that something was holding up the order on the back end, but he couldn't tell me what it was, and said there was nothing they could do about it. I haven't gotten any emails from Verizon requesting additional info from me before picking up. I already agreed to the contracts and terms and conditions. The initial payment and activation fee already cleared from my bank. I'm kind of at a loss for how else I'm supposed to resolve this because every avenue I've tried with Verizon has led nowhere. 

I'm a brand new Verizon account holder, so I don't have much experience dealing with Verizon, and definitely was not expecting this kind of customer service or issues within the first 3 days of having an account. Has anyone dealt with something similar? Is this a solvable problem, or would it be better to just cut my losses, cancel my service, and go with a different cellphone provider? Thanks in advance. 

[cefleet1]

Did you get this resolved?  How long did it take to get your phone?  The reason I chose express store pick up was most of the orders would be processed within 2 hours.  I've called and was told there is nothing that is holding it up.  I would like to have my new phone.

[SD14]

Just wondering if this was resolved. I have a similar problem, I did a telephone order with instore express pick up.  The order show as processing, but not ready. It has been 3 days with no change. I called the pick up store and they do not see the order, they do have the phones "in stock". When I call support, they just look " on line" an tell me the order is in process. they can.t tell when it will process.  Does anyone have a contact number that will connect to someone hat can help?

[Linadee_]

I have the same problem. “ there is a hold on the backend “ but when I call customer service they say it’s all clear . It is ridiculous how quickly they took my money to place the order but they can’t have my order ready when the item is in stock . If this takes any longer I am honestly just going to ask for a refund. I am disappointed with this process. 

[izao]

Wonderful, I just went through this same issue.

Context: New customer, placed an order on Friday called the store on Sunday, rep. said "they're busy, an email will be sent when its ready". Today is Monday, no change on status, so I called the store again and the rep. tried to help but instead said they'll transfer me to an agent. When I spoke to them they thought I wanted to get a new plan and had to re explain the situation and then she had to transfer me again. This transferring went on about 4 times, until an agent said maybe check in store because on his end the store has gotten the notifications, but for some reason isn't sending out email to notify for pick up. I go in store after the call and the guy at the front said, there is no order with my name (Yes, I'm the one under the order) and told me to call whoever set up the order to expedite it. (What does that even mean, if this was an express pick up??) Anyways, I leave the store because he clearly didn't care to look further into it. Then shortly after I finally receive an email that (no,  not to pick up my order) my order was canceled.

Clearly there's an issue here and they can't be bothered to fix it. What a great introductory to Verizon customer service.

[Mx89]

lovely. Guess this issue still isn’t resolved. They got another one. Purchased a new line with phone cause needed for work immediately. Said it was in stock online available for instore pickup. Here I am 4 days later with no update.