Stacy G.

Went to authorized Verizon store to up grade phones to i phone 12 pro, they ordered the phones said they would be in 3 to 5 days one color came in 3 days, two weeks later still no phone we checked our account and it hasn't shipped and no date when it would ship so we called the store, cancelled the phone that hasn't shipped yet and ordered a color that wasn't on back order, store called in three days phone was in [ that wasn't a problem things happen although store should have know and informed us that gold phone was on back order but no big deal] here is where Verizon customer service or lack of really got on my last nerve, go to store to have phones activated and the store could not activate them because they said the gold phone that was ordered originally was not cancelled in Verizon system sit there two hours till closing time while they talked to customer service trying to get it straightened out finally we left told them to get it straightened out the next day and call us we would come back to activate them, next day no call so afternoon I called they said could not get it straightened out we would have to wait till the gold phone that was originally ordered came in so they could scan it and then cancel it out, it was now mid December gold phones where not supposed to ship till mid February. Didn't sound right to me should be as easy as Verizon canceling out the the phone that hasn't even shipped and activating the two phones Verizon store had in hand for us. Don't know but didn't seem like the store put in a hole lot of effort to get it straightened out so figured we would call customer service ourselves and get it straightened out. Just like I thought wasn't a big deal to get it fixed took less than five minutes for them to fix it once we got to the right person. Here's the problem it took several days and ten plus hours and talking to 8 to 10 people that gave us several different reasons why we where unable to order or activate new phones which none of them sounded right to us. Once we finally got to that one person that knew what they were doing and could see what the real problem was. All they had to do was push a couple of buttons on a keyboard and in less than five minutes cancel all three phones cause by this time we were not going back to that store. Then reordered two new phones online shipped directly to us. That's Verizon's customer service or lack of. Good luck