Complaints

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• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On 12/11/24, I ordered a new Verizon phone online to be picked up at their Victra store in ********. It was only supposed to be the phone. I am a senior citizen and have some trouble hearing, so I did not understand when the sales clerk proceeded to put protective gear, consisting of three different parts, on the new phone. He did this without explaining that this was a non-refundable situation and certainly without disclosing the price first; my wife had already ordered an adequate phone case elsewhere for $18. Only after the parts were on the phone did I find out that the total cost of these parts was $157. I was a little confused and thought maybe I misunderstood about any costs of picking up the phone, so I went home to ask my wife. She asked that I return these items because they were grossly overpriced and we did not order them or ask for them. When I returned to the store, the store clerk refused to refund the two most expensive parts because he said they were already put on the phone (but so was the third part that was refunded). I feel that they have taken gross advantage of a senior citizen with disability who is on a fixed income and cannot afford a $160 phone case system.

  Business Response

  Date: 12/19/2024

  Good afternoon,  I was the manager on staff in store that day when Mr ******* came in.  They did do an online pick up order in store.  Mr. ******* stopped in to pick his device up and I heard him specifically ask the *** for a case and screen protector.  He also asked the *** if he would put them on for him as he said he wasnt trusting of himself to put it on strait.  Company policy is always been non refundable for things that cannot be reused.  When Mr. ******* returned to the store he had pulled the screen protectors off and had them in a plastic sandwich bag. They were considered damaged at that point as they were no longer attached to the device.  Not saying he did this but we had no way to tell if it was the same screen protector that we gave him.  I will reach out to my upper management to see if we can do anything else 

   

  Thanks Jeff