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I would like to discuss a recent experience I had with attempting to upgrade a phone and how this experience has left a horrible stain on my otherwise great time as a Verizon customer.
First, I found the phone my family member wanted after searching zip code after zip code to finally find a store that said it was in stock.
I place my order for pickup hoping to get it today and sit back and wait for my email to say it's ready for pickup. After a wait I checked my status only to see that my item had been labeled "Ship by Dec 8th Backordered" after not getting an email informing me of this change.
I immediately called the locations listed local store number only for it to forward me to a generic call center NOT in the country.
Fine, I speak to a live agent and ask if they can reach out to the store and verify the phone is in stock or not. The agent calls twice and the store does not pick up. Tells me they must be very busy. I happened to be heading to another store literally across the street from this Verizon location and low and behold I see 3-4 employees just leaning on the counter chatting with one another. Only ONE physical customer in the store yet somehow they couldn't answer their telephone.
Forced to cancel my order to try to place another at a location with it actually in stock but guess what? Now, I lose access to my trade-in credit and have to wait 5-7 days for it to be put back on my account.
It's a joke that you can't call the stores directly to chat about your orders, that the app/website doesn't accurately reflect inventory and that employees are allowed to ignore calls from representatives.
Bad experience all the way around Verizon and you just lost my purchase.

