Express Pickup Order Canceled After 72+ Hours of “Processing”

[ianc19]

I ordered a phone at 1:30pm on Saturday, 6/8 for Express Pickup as an upgrade to a current line on my account and never received the confirmation that the order was ready for pickup. I have had two 30+ minute run-arounds on the phone with customer service; first, they told me the problem was that I hadn’t paid the $35 upgrade fee (which my purchase receipt said was being charged to my next bill) and then, once I’d paid for that out-of-pocket, they told me the problem was that I hadn’t signed and accepted the terms and conditions, which I had. My signature was right on the receipt. So I signed all those things again, but there was still nothing they or I or the store could do except tell me to “wait for the pickup message”.

I called back 24 hours later after still not receiving the “official” pickup message, and customer service gave me the same run-around: that I still hadn’t signed for the terms and conditions. So I signed for a THIRD time, and supposedly they left a bunch of notes on my account for the store I was picking up from, telling them that they should, from the store’s end, do a manager override and allow me to pick up the phone. I called the store and explained this, and the guy at the store very skeptically told me “First of all, my manager is not here, and second of all, a ‘manager override’ is not even possible. That’s not something we can do. You need to continue to wait until you receive the message that the order has been processed and that you can come and pick it up.” And so I waited an additional 48-plus hours, until this evening, Tuesday, June 11, I received this email from Verizon:

”Because your order wasn't picked up, we've canceled your order and started your refund. You should see a credit on your credit/debit card within 72 hours, if applicable. If you have items shipping, we'll email you separately with updates.”

So let me get this straight: they told me my order was processing and to continue to wait for a pickup email… that email never came, and my order was “processing” for over 72 hours… and now, because the order that was never confirmed to be ready for pickup was never picked up, the order has been canceled. What a ridiculous run around and waste of my time. What gives, Verizon?!