total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Store was closed before the posted closing time.
Store closed early for inventory despite posted operating hours.
Staff refused to assist with phone setup due to purchase location.
Business reply on Google
Glenda, we would like to apologize for your experience as it does not represent the values we have as a company. We will take your feedback into consideration. And we do you hope you give us another chance.
Store employees provided false trade-in credits and stole cash payments.
unauthorized charges and failure to provide a full refund
Store misled customer on phone pricing and failed to resolve overcharges
The store provides poor customer service compared to corporate locations.
Business reply on Google
Hey Chris, we never want our customers to feel this way. Derek, the district manager will be reaching out to see how we can resolve this situation. Thanks for bringing your experience to our situation.
Authorized retailer employees refused to assist with customer service issues.
Business reply on Google
We're sorry to hear you had a frustrating time trying to get help, Diego. We want to make sure our customers feel welcome and supported at our store and it sounds like we fell short this time. We are always improving and appreciate the feedback that will be sent to the management team to address, again we apologize about this experience.
Authorized retailer charged undisclosed extra fees for device setup.
Store is closed despite online status preventing order pickup
Business reply on Google
Hi Michael, we are extremely sorry about the inconvenience this has caused you. Unfortunately, we had a last minute staffing situation and google does not update the hours real time, nor the verizon pickup system. We will be open tomorrow at 10am and will be able to service you then.
Staff are inattentive and distracted by personal phone use.
Staff provided false information regarding phone condition, promotions, and monthly…
Business reply on Google
Aurea, I am very sorry to hear about your unpleasant experience. My name is Oneil and i am a part of Verizon's customer experience team. Please reach out to me directly at [email protected]. I would love the opportunity to make this right for you. Thank you for your time.
Employee ignored customer to assist another person who arrived later
Staff provided false information regarding product pricing and data plan features.
Business reply on Google
Christian, thank you for sharing your feedback and I am very sorry for what you experienced. This is not how we treat our customers and we will do all that we can to rectify this. A member of our customer retention team will reach out to you this week to schedule an appointment that best fits with your schedule. We will open an investigation into your experience and your transaction at this location and get this resolved. We hope that we can earn your business again in the future. -Management
Staff used deceptive sales tactics and provided poor customer service.
Business reply on Google
Thank you Eli for your review. We appreciate all feedback. All information was thoroughly explained to the main account owner and she was content with every thing she had purchased, which you were not present for. When she returned with you, you were upset about the phone she had chosen for you and had said you preferred not to upgrade which is why a phone was not held for you. We apologize if there was a misunderstanding there. We always keep the most commonly sold items in stock and any special requests are shipped within 2 days. Our sales team and management always strive to give the best experience possible with the information we are given. We apologize for not providing you with a 5-Star experience.
Staff was distracted and unable to process a bill payment.
Business reply on Google
Thank you for your feedback Kristin. I apologize for the inconvenience of not having a kiosk. Unfortunately this is something only select stores have installed. To make it easier for you, we process the payment for you. Since you preferred not to give the rep your card to process the payment, that is why it was asked if you preferred to enter it yourself. We pride ourselves on providing exceptional customer service and apologize for not giving you the best experience possible.
rude staff member demanded cash payment for a device return fee
Business reply on Google
Mr. Loot, thank you for your review. We appreciate all feedback. When devices are returned used, a restocking fee is charged that can be paid either cash OR card. Unfortunately throwing the jetpack on the floor does not help make the situation any better. We would be happy to help you in anything that we can to make your experience a better one. We apologize for the negative experience you had and hope to help you better in the future.
Staff member provided misleading information about product details.
Business reply on Google
Nickolas, after looking into the issue it seems the device you purchased did not fit your specific needs. We apologize for the inconvenience and will be happy to help you find something that will work better for you.
The store failed to open at the scheduled time.
Business reply on Google
We apologize for any inconvenience this may have caused you. Unfortunately an unforeseen emergency kept us from opening at 10am. We strive for excellent customer service and hope that you will give us the opportunity to show you we value your business.
Store staff provided misleading billing information and failed to apply discounts.
Business reply on Google
We are sorry you did not have a good experience with our location. The fees that were going to be waived were ones that appear on your first bill. You had not been billed yet so we cannot waive something that hasn't even been billed. We have spoken to both you and your husband and let you know this. Also if you all had requested any other type of phone, we would have been more than happy to get it for you with shorter wait time than ordering online. We strive in providing an untouchable customer experience. Unfortunately, in this instance we were not given the opportunity.