Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this location of the *** store to send a device back to ******** ***********, I am supposed to show the clerk my ** code and the *** Store is supposed to pack the device and ship it for me at no cost, per the emailed instructions they sent me. When I went into this store, she scanned the ** code and it printed out a label. She then said I had to pay for packaging and handling, about $20. I refused and asked her to check, showing her the email that clearly stated that I was not supposed to pay anything. She then said I needed to call ******* and refused to assist me any more. Now, here's the problem. She printed the label and before I left, I asked her for it, seeing as it was my property. She refused and got very nasty, calling me an a****** and telling me to leave. We exchanged words briefly and I left. I went to another *** Store. But now, the problem is my label was printed by this store and the other stores cannot get it anymore. To add insult to injury now, ******* is having trouble getting me the label too. I have been on the phone with them for over 2 hours which could have been avoided if the initial clerk just knew what to do or asked for help from someone who knew what they were doing. The incompetence has now cost me hours of my life when this should have been a very quick transaction.

  Customer Answer

  Date: 10/27/2022

  My complaint is against the *** store and its employees for not knowing proper procedures for their agreements with outside partners. In this instance, ******* has an agreement with *** where VZ customers can take their returns to any *** store and simply drop it off without expense. This *** store, however, was attempting to extort me for packaging costs when the communications from VZ clearly state I would not pay for anything. I even showed the clerks this information but there was an obvious language Barrier and they didnt care. 
  

  The bigger problem was that they printed my label and then refused to give it to me so I could go elsewhere.  This caused me not to be able to return this item and forced me to call VZ for 2 hours because the label was burned by the *** Store.