Poor service in Verizon Store
KLEDP
Newbie

My husband needed a new smartphone. He ordered it online. The order was cancelled so he called the support and ordered it by phone with the desire to pick up the phone at the Wake Forest NC store. The customer service person knew that the phone he wanted was at the store. When he got to the store they wouldn't sell him the phone because he didn't pay for it online? The manager was unwilling to cancel the order and try to straighten out the problem. For that reason he purchased a smartphone from another company and cancelled his phone with verizon. Why can't the store or the manager attempt to at least try to rectify the situation? Does Verizon have linear management where they cannot straighten out the situation and make a sale and keep customers happy. This occurred on June 17th around 10 AM.

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Re: Poor service in Verizon Store
deloused
Master - Level 3

That is an unfortunate situation! In store pickup is only available on online orders by reserving it from a store's inventory after payment.

When customer service places an order over the phone it will always ship from a warehouse to the physical address selected when it was placed. If the customer service rep knew that your husband intended to get the smartphone from a store they should have just not placed the order as it could just be purchased at the store.

Orders do generally move from pending to shipping status fairly quickly, and once its shipped it can't be cancelled immediately, it would be processed after returning to the warehouse.

In this case the store wouldn't have been able to sell an additional new device for a line which has already has one in transit, they can usually just be cancelled upon request soon after placing it by the same department that submitted the order as they'd have access to their pending orders.

Verizon In Store Pickup FAQs | Verizon Wireless

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