I ordered my new iPhone on the my Verizon app for EXPRESS pickup. Thinking 30 minutes to an hour. Nope. It’s been over 24 hours and I have yet to receive the email. The store said they hadn’t even received my order yet. Customer service was no help in answering why they haven’t received it. All I was told was that it could take up to 5 days and to wait for the email. So why is it called express when I could have it shipped to me faster than picking up? Very frustrated.
I am having the same issue. Ordered a phone at 1:30pm on Saturday, still waiting for the “official” go-ahead. Have had two 30+ minute run-arounds with customer service; first it 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 that out-of-pocket, it was that I hadn’t signed and accepted the terms and conditions, which I had. So I signed all those things again, and there was still nothing they or I or the store could do. I called back 24 hours later after still not receiving the “official” message, and they 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 at 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.” I think Verizon must think I’m trying to defraud them or something, and this bizarro treatment has me exploring new carrier options.
The plot thickens… just received this email:
”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.”
Because the order that they told me was processing and to wait for a pickup email that never came was never picked up, the order has been canceled. What a ridiculous run around and waste of my time.
Same is happening here. Made my order for Apple Watch Ultra 2 for express pickup at local Verizon store over 4 days ago and I still have not received any response to my order. How hard can this be?
I placed a Express Pick Up order for the 16 Pro and its been 3 days and nothing yet. The app said it was in stock? I have no idea because they don't have any ETA at all. I honestly would have just done shipping instead and probably would have been delivered faster and less hassle.
I purchased the new iPhone 16 pro max and did express in store pickup. I selected this option because there was stock at the store and felt as if it’d be easier to order then go pickup, instead of waiting in the store for them to setup the phone. This option stated ready within an hour, and it’s not been two days. I could have just went to the store and got the thing or ordered it online and it’d probably be here sooner. I called the store, which sent me to an agent, who claimed the delays were from the Black Friday sales and that they would get to my order asap…almost want to cancel order and go to a different carrier, considering Verizon service is not very good on the East Coast. Highly advise not to use express in store pickup. Just order it for delivery or go to the store. This has been a waste of time and energy dealing with this bologna.
I have had the same experience with “Express pickup” which is advertised as less than 2 hours like many other retail stores. I tried many different color and storage combinations so that I could get a store near me, but my order was still not fulfilled same day. I called Verizon and they told me that the phone would be delivered to the store the following or the day after that. Thats not “Express Pickup” that’s in store pick up, which is actually the term the Verizon support staff used on the call. This is false advertisement and a waste of time. I went through the effort of specifically looking for a phone I could pick up same day when I could have picked what I want and had it shipped directly to my house.
Express Pickup is a complete joke. Yet another example of a horrible customer experience that drives people to the competition. The problem is, once you transfer your service to the competition, they are just as incompetent. A classic example of an entire industry driving customer service to the bottom.
I’m having the same issue and after asking whether or not I’ll be ready the day of pick up they stated “wait for a call and notification… 2hr prep time was a lie and now they said it’s actually at the warehouse and was never at the store.
I’m on day 4 and it’s still not ready. All of our experiences with Verizon have been an absolute nightmare! There’s zero company accountability.
Same issue, they can take the money out of my account same day but not deliver the phone same day as promised. When I talked to the store they say they can't do anything about it.
When I talk to Customer Service they say they can't do anything about it and I have to wait 72+ hours for it to cancel itself. It's been over 72 hours since I first placed the order and it still says it's processing. Unbelievable.
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