Verizon REFUSES to give a refund on a $200 item

[efulghum]

I have been a Verizon customer for over ten years. I moved to an area that there is no cable internet available so I am on satellite internet. I like to game online and satellite does not work for that. I had heard that cell-based internet may be faster in terms of server ping - mbps is not a concern - so I thought I would give it a try.
I ordered the LTE Internet and Home Phone device from Verizon. I had 14 days to try it out and still be able to return it. However, I was called out of town on business and was unable to do the testing I needed to do within the 14 days.
I called Verizon explained my situation and was told by an agent named Jesus that I could return it at a corporate store for a full refund even tho it was after the 14 days because the box was unopened. I went to a store, they said they could not take it back because they had no way to shut off the phone line associated with it.
I called Verizon back to have them help me return it for a refund, they refused. They say it's outside the 14 days, they CANNOT take it back. A $200 item, and they refuse to take it back. I talked to a very unhelpful brick wall of a supervisor named Zach, he refused and said they had no way to issue a refund on it. They sell a product, and then refuse to take it back. What store does that? Unopened, in perfect condition, and the refuse to give me a refund sticking me with a $200 item I cannot use.
If I do want to sell it like on Ebay, I cannot open it. Now I cannot even test it.
Verizon is horrible. I will be moving to a different cell phone carrier in short order.

 

[SpookDroid]

Did you save the conversation with Jesus? I do see their point on the product being outside the 14-day return period, but I also see your point and feel your frustration. Technically, however, they are not obligated to take it back, even if unopened, since you are outside the return period.

I would try them one more time, be 'gentle' (I know how frustrating this can be, but seriously, calm demeanor goes a long way with customer reps). Explain the situation, especially the fact that you were told it wouldn't be a problem should you need to return it outside the 14-day window, and see what happens.

I've had similar situations with trade-in windows where I'll be traveling and can't return in time, and I haven't had an issue getting them to grant an extension...but I'm on T-Mobile. Same thing with a very loud, demanding coworker and he wasn't so lucky. So just talk to them and remember it's not their fault, they're just following rules and an usually very-poorly-written handbook with canned responses they're supposed to follow.

 

[efulghum]

Well.... I must update my own post....
I called Verizon back to have the line associated with the LTE Internet device shut off, and the agent I was working with named Desmond got in touch with a supervisor and they worked something out for me wherein I could test the device and if I did not want it return it to a corporate store for a refund minus a reasonable restocking fee.
I am ok with this and I will be staying with Verizon.

 

[SpookDroid]

See? Glad it worked out for you! ☺

 

[B. Diddy]

I moved this from the Intros forum to the Verizon forum, since it's more of a Verizon discussion than an intro.

 

[Almighty1]

It depends how you paid since there are ways to return something and get your money back without a restocking fee which is a benefit of the credit card called return protection among other benefits:
https://www.nerdwallet.com/blog/credit-card-benefits/credit-card-return-protection-guide/

 

[sparkeater79]

Ask them if they can give you a Verizon credit for the whole price instead of a refund. Pay your bill with it. Don’t know if they will do that but I guess it’s worth a try.