@VerizonSupport I ordered an iPad from Verizon on December 1st as a Christmas gift for my son. What followed was a 23-day nightmare of incompetence, lies, broken promises, and outright indifference from a company that clearly couldn’t care less about its customers – or apparently, making money.
The package arrived in my town via UPS, only to be returned due to an “address issue.” I contacted Verizon support, and a rep assured me they’d fixed it and reshipped the device. Guess what? It came back to my town and was returned again. Same problem.
Frustrated, I called back. This time, they advised canceling the order and reordering fresh. So I did – same exact address, same everything. The new package reached my town… and was returned yet again for the identical “address issue.”
I reached out once more, and another rep swore they’d corrected it permanently and resent the iPad. It arrived in town a third time – and was promptly sent back. At this point, I’d spoken to multiple representatives who all claimed to have “resolved” the problem, yet nothing changed.
Desperate to get the gift here by Christmas, I contacted Verizon two additional times. Both reps confidently assured me delivery before the holiday was “not an issue.” Spoiler: It was a massive issue.
Christmas Eve has arrived, and the iPad was delivered… straight back to Verizon’s warehouse. No gift for my son under the tree.
In a final act of desperation on Christmas Eve morning, I called Verizon again (my seventh interaction). This rep told me the order was all set for in-store pickup – just head to my local Verizon store, and it’d be waiting. Excited for a resolution, I drove there immediately. The store employees had no clue what I was talking about. No record of any pickup order, nothing prepared.
I called Verizon from the store parking lot. Shockingly, the original order hadn’t been canceled as promised, and the supposed in-store order was never submitted. I was transferred to a supervisor, who casually informed me I’d have to wait 24 hours for the return to “process” – meaning the earliest possible resolution would be after Christmas.
After 23 agonizing days, two separate orders, seven different customer service representatives (plus supervisors), countless hours on hold, and repeated false assurances, I still have no iPad. My son has no Christmas gift from this order. And Verizon? They couldn’t seem less bothered.
This isn’t just bad customer service – it’s a systemic failure. Verizon’s shipping policies with UPS appear designed to frustrate: addresses can’t be easily corrected once shipped, packages get bounced endlessly for minor (or nonexistent) issues, and reps give conflicting information with zero follow-through. In-store coordination is nonexistent, and promises mean nothing.
For a publicly traded giant like Verizon, this level of dysfunction is inexcusable. It almost feels like they don’t want your money – why else would they sabotage sales this spectacularly during the holidays?
Save yourself the heartbreak, rage, and wasted time. Shop literally anywhere else: Apple directly, Best Buy, Amazon – anyone who values customers and can manage basic logistics. Verizon has proven they’re incapable.
Worst experience of my life with any company.
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