22 Years of Loyalty Undone by a Single Experience

[NaRe1]

I’ve been a loyal Verizon customer for over 22 years, but my recent experience was deeply disappointing and unacceptable.

On October 19, I placed an order for a phone with in-store pickup, expecting it to be ready within two hours. Days passed, and I still hadn’t received the device. The store staff informed me the order was “stuck” and couldn’t be fulfilled. The manager was dismissive and told me to cancel and reorder—essentially asking me to pay for two phones and wait days for a refund.

Over the course of 16 hours, I spoke with more than 25 different representatives. None could resolve the issue. The app said the order was “preparing,” chat reps claimed it was “ready,” and the store insisted it wasn’t. I was told to wait 72 hours for an automatic cancellation that never happened. No one attempted to escalate the issue or investigate why the order was stuck. Support was limited to repeating information I could already see in the app or get from their ineffective AI chat.

At the same time, I tried to cancel my seasonal MiFi service. Verizon doesn’t allow online cancellations, so I spent two hours in chat sessions with long wait times.

After escalating to the executive team, I finally received a refund on October 23. I requested a call at 2:30 PM CT due to work obligations. The rep called at the correct time—then immediately hung up. I spent 20 minutes trying to reconnect and was promised a callback that never came.

Verizon’s systems are broken, their support is disjointed, and their staff—from chat reps to store managers to executive support—showed a lack of professionalism and care. I wasn’t asking for a favor—I was asking for accountability. This was a complete failure in customer service.

[vzw_customer_support]

Hi NaRe1, That is definitely not the intention nor the experience we wish our customers to have, especially a valued customer of 22 years. Please allow us the opportunity to make things right and respond to the private note we've sent you. -Red