We got the 13 pros in the mail on friday and neither me nor my wife liked the phone and we decided to return them.
The return with Apple was easy and smooth. At the verizon store the manager immediately challenged me on why I was returning it. I said it was too big for my wife, he then asked what phone she had and then pulled up a chart showing how the two devices were effectively the same size. He claimed my wife was lying and that she would be fine with the 13 pro. I replied with thanks but my wife didn't want the phone so I'd like to return it. He then put me in a queue and told me the return would have a $50 restocking fee.
The entire return experience was so terrible and hostile I almost walked to another carrier's store and moved all my lines. I may still do that.
The overall experience did renew my desire to NEVER buy a device with verizon again.
I can imagine that ATT and Verizon are largely in the same place, they're the behemoths in the market and no longer have to innovate for market share. So the way they increase margins is by fleecing their customers with "activation fees" and "restocking fees".
Its great to hear that TMobile is stepping up the customer service game. This may be enough for me to switch.