I upgraded from iPhone 6s to X. Was 3/4 through on line order when chat rep offered to help finish. I said yes and wanted to make sure that she received credit for the sale. Why not?
Long story longer, the package arrives with no exchange box for iPhone 6s. I had requested that in the first part of my self order.
I called and asked for label to slap on box that I just received with X. Verizon said no, we'll send you a box and label. 5 days go by and despite promise, no return box sent after second request. Several more calls and no box.
I finally received box and same day inserted iPhone 6s into box and slapped label onto it. Instead of just driving it down to bricks and mortar location, I left it with my apt. complex security. I verified that all outbound packages are left there and there have been zero, repeat zero, instances of loss of theft for outboard packages.
Now two weeks later Verizon is saying I never sent box back. They sent multiple boxes to me after multiple failures to arrive.
WHAT DO I DO NOW? I HAVE NEVER LOST A RETURN PACKAGE IN MY 60 YEARS OF LIFE. I HAVE A 810 FICO SCORE AND AM NOT TRYING TO LIE MY WAY TO A CREDIT.
I sincerely doubt the professional carrier services (UPS or FedEx) lost this package. After now ten attempts to make this return, whom do you think bears responsibility and fault for this fiasco? And yes, I read all the comments here about Verizon's return problems. It smacks of a financial decision rather than just a plain old ineptitude issue. And by the way, I have 3 and 1/2 decades of process improvement consulting experience.
