Charged restocking fee after Verizon employee sold me wrong phone

[mts2224]

Is it possible to get a refund on the restocking fee? I totally understand why this policy is in place, to keep people from just buying phones, opening them and returning constantly -- however, today I went to a Verizon store to upgrade my iPhone. I asked a lot of questions about different phones, and at one point told the employee I needed the higher storage phone because I have over 7,000 photos and currently have the 256GB iPhone and have 93GB of storage used up. She said no problem and then quickly got me the iPhone 11 Pro, which I trusted was the higher GB, and sent me home with it to set up myself. I got home, opened the box just to see while opening that she gave me the 64GB iPhone. My current storage wouldn't even fit! Within an hour I returned to the store and still got charged the $50 restocking fee. I feel like this is totally unfair if their employee sold me the wrong phone, even when I told her I needed higher storage. Turns out when I went back that they didn't even have any higher GB iPhones in stock! I also didn't keep and use the phone for 2 weeks, it was immediately brought back. It's really not right that Verizon makes no exceptions for this policy, especially if it was their employees mistake.

[glitchedpixel]

If you call in and explain what happened, a customer service rep can help credit your account the $50 spent.

[mts2224]

I took your advice and called Verizon customer service.  They were great! Initially, they only offered to credit half back, but after talking to the representative a little longer she did go ahead and agree to credit our account for the fee, beause of the situation. Very happy with Verizon now that it's resolved!