Verizon Online Ordering Experience

[CherylDickens1980]

I have been a loyal Verizon customer for almost 23 years, and until now, I’ve never had an issue ordering phones from your website. Recently, I upgraded to the new Galaxy 25 and placed my order online. Since the delivery required a signature, I contacted Verizon to have my shipping address changed from my home to my work address. I was assured that the change was made and that I would receive my phone the next day.

Instead, I received a FedEx notification showing that delivery was attempted at my home address—the exact issue I had tried to prevent. I contacted Verizon again, was told once more that the address had been updated, and was promised delivery to my work the following day. Yet again, FedEx attempted delivery to my home.

After multiple failed deliveries, I asked for the order to be redirected to a store for pickup. To my frustration, the same mistake happened again. At this point, I had to demand a supervisor call me back because this issue had dragged on for a week. The supervisor explained that the order would need to be canceled, the phone returned to the warehouse, and a brand-new order placed, which would take an additional 48 hours.

By then, I was extremely frustrated and chose to cancel the entire order and request a refund. I was told it would take 3–5 business days for the cancellation and refund to process. After this experience, I am seriously reconsidering my loyalty to Verizon. This was by far the worst customer service I have encountered, and I am now considering switching providers altogether.

Verizon needs to improve its online ordering and customer service processes. After 23 years of loyalty, this experience has left me disappointed and questioning whether I want to continue my service. Do better, Verizon.

[vzw_customer_support]

Ordering a phone should have been a smoother journey. If there is anything we can help with, send us a private message and we will gladly go over it with you. We'd love to help get you into a phone you like but with a better experience this time around. 

-Rosie

[CherylDickens1980]

I’ve been receiving messages like this from Verizon all week, and every time I run into the same brick wall. What I actually needed was to receive the brand-new phone I was told I would be getting. Instead, I just keep getting messages like this that offer no real help and only give me false hope. After a week of these repeated responses from Verizon customer support, I feel completely let down.

[vzw_customer_support]

If the refund is still in progress, I can see why you may be running into the same brickwall. Sending you a private message so we can form a game plan once that is all set and done. 

-Rosie

[vzw_customer_support · Accepted solution]

We understand that life happens and sometimes, changes to an existing order need to be made. Depending on certain factors, you may or may not be able to make changes to an order once its been placed. To explore your modification options regarding shipping details, cancellation, or In Store Pickup orders, please visit: https://www.verizon.com/support/cancel-online-order/

-Necia