Was told by Michael store manager at West Hollywood verizon store to get out or he will call security to boot me and my two kids out.

Question

I ordered a new iphone 6+ to be delivered to my house. It was shipped on 12/30 and was to arrive on 12/31. At 6pm I did not receive phone and tracked the package with fedex. Fedex site stated that phone was delivered and signed by some last name that I did not recognize. Called verizon cs, they told me that they are not fedex and only see that it was delivered. I called fedex and they said it was signed by the reception desk, to which I stated that I live in a 15 unit building that has a security code to get in and no receptionist desk, they tracked further and told me that it was delivered to a different address than what was on shipping label but do not know why. Called back verizon and after 45 minutes got a supervisor on the phone who actually wanted to help. He called my local fedex office that delivers to my zipcode and after another 20 minutes came back on the line and told me that for some unknown reason fedex brought package to verizon corporate store in west hollywood by error. He apologized and said it may have been because of the holidays and will try his best to find a solution. He said that if it is ok with me he will call the store when he gets to work in the morning on the 1st and find out if they have my package, to which I was ok with even though it is very inconvenient. He actually called back about 11am on the 1st and told me he spoke to verizon on 7100 santa monica blvd and the manager at the store did in fact have my package. He confirmed that the label on the package was with my name and my home address and not with his stores name or address. This supervisor said that he apologizes for the inconvenience but that I can go ahead and drive there to pick up my package. I had my husband dress the kids and drive down to the store. My husband came to the store and asked them for the package that was delivered to them by error, a sales person brought out my box and started asking my husband for the phone number of the phone so she could access our account and activate it. My husband told her that he just needs the package and doesnt need any activation at the store as we need to call 611 and have the phone activated to a different line. This is when the bad went to really bad. The lady told him she needs the account to verify something, he complied and even gave her the password that is on our account. She asked for his id and than told him that since package has your wifes name she cannot give it to him. He had my id with him and gave her my id. At this point the store manager Michael comes from the back and has this to say "sir let me tell you how we run things here, you could have gotten this id anywhere and I am not giving you your package". My husband was taken back by this as he verified the account password have my id and has his credit card with his name on it which was used to pay for this phone. Now mind you that he explains to this MANAGER that the item in the box legally belongs to him as he has already been charged for it and the shipping label is not labeled in his stores name and address. Michael continues to be rude to which my husband replied that he can call the police and have the package be claimed a theft since he has already paid for it and it is legally his. Michael says get out of the store or I will call security to boot you out. This is all with out 7 and 5 year olds standing next to my husband. So a customer of 10 years with 4 family lines come in to retrieve a box labeled with the customers name and home address which has been paid for and a manager tells him to get out or he will call security. Words cannot describe this situation but it doesnt ends there. My husband having a cool head calls 611 to get the supervisor who asked him to pick up the phone at the store on the line. He is put on hold for a total of 90 minutes. Over an hour and a half later they inform him that they cannot locate the supervisor as he is calling a different call center and they are unable and unwilling to help. Wanting to not escalate the situation my husband left the store and tried to resolve problem with 611. He called a total of 12 times and each time was routed to different departments and had the call dropped numerous times. How is that for a New Year present for my husband buying a new phone from Verizon.

Answer 1

Your story is all well and good, but your husband FIRST threatened to call the police and report a theft the store was perpetrating, which they were not. Yes, the package was addressed to the customer, but that customer was YOU and YOU were not there.
YOU should simply go down to the store, retrieve YOUR package and thank the store for helping to prevent identity theft.
The store said YOU could come down and pick up the package. Did they tell you SOMEONE ELSE could do so???
It seems the easiest way to have resolved the issue would have been for YOU to go pick up YOUR package.