Good morning. I ordered an upgrade online for my son's phone on **********. It was originally on back order, then it shipped. I wanted it delivered to my husband's business at *** Dekalb Avenue in Brooklyn. On ***** I was notified that they attempted to deliver the phone, but could not because it was lacking an apt number (the building my husband's business is a mixed property. Commercial on the *st fl...residential above) I contact customer service and was told I couldn't add the business name to the address because it was changing the address. This, to me, seemed ridiculous. I was just specifying where the phone should be left, as I would if I was adding the apt *. After a lot of back and forth, including telling me to go to UPS to pick the phone up in MASPETH over an hour away, for myself, one of your customer service agents told me that I could have the phone rerouted to a third party UPS drop off a few blocks from my house. I agreed, we found the location, and he put in the request. I kept checking for an update all week with no success. Finally, on Friday ***** I contacted UPS to find out what was the delay, and was informed that the phone could not be rerouted to the new location because of restrictions that Sprint has in place. So I reach out to customer service AGAIN. At this point, I am told there is nothing that can be done, I should go and pick the phone up (again, the location the phone was being held is over an hour away). I was then told that I could cancel the order and place a new order but it wouldn't be here until after Christmas. UNACCEPTABLE. I am now livid. I spent over * *** hours on the phone with customer care until I was finally connected to a supervisor. He then told me that I could cancel the order and go to retail store and pick the phone up. He set the appointment up. I asked him if I needed to bring my son's phone in to the store to do the upgrade. He told me no. (this is important, because it is a surprise for my son) I get to the location and I am told I cannot upgrade the phone without the old device. So I ask if I can pay off the remaining amount on his lease (a little over $***) I was told this was not an option. I hope you can see why I am super livid at this point. So I get back on the phone with customer care and spoke with someone else who allowed me to pay off the lease with her on the phone. I back to the store to purchase the SURPRISE upgrade for my son. I get the phone, and I asked the young lady if I will then be able to activate it when he opens it on Christmas only to find out, that she had already disabled his current device. (so much for the surprise). *This entire fiasco could have been avoided, at least in my opinion, if I was allowed to add the name of my husbands business to the shipping address. I was not trying to change the delivery address as was being implied by your staff. This entire ordeal has been very time consuming and super frustrating. I am at the point where I am considering severing my business relationship with your company. I have been a customer from ****. This to me is unacceptable. My child's holiday is ruined, my time was wasted, and the most annoying part of it all, is that it could have been avoided. I look forward to hearing from someone at your company regarding this issue and the steps will be taken to avoid situations like this moving forward. I would also appreciate some compensation for the time wasted and frustration I experienced. You can look at my account to fact check my complaint if necessary.
GetHuman1822878 did not yet indicate what Sprint Corporate Care should do to make this right.