total experiences
replied on google
Most reported issues
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Experiences
Recurring billing errors and failure to honor agreed promotional pricing
Business reply on Google
Hi Joan, we are certainly concerned to hear about this. This does not represent our values at Verizon. Communicating openly and honestly with all of our customers is our priority. We're disappointed that we let you down. We will escalate your review and look into this right away. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1662996537 so we can get in touch with you.
Staff added unauthorized line and provided incorrect phone model
Business reply on Google
Hi Khan, this is very disappointing to hear. We value our customers and aim to deliver excellent service and be a reliable resource for your wireless needs. We are so sorry we let you down and have escalated this for further review. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1596983232. We hope we can win back your trust and confidence.
Staff member was rude and dismissive during a billing issue appointment.
Business reply on Google
Hi Robin, we're sorry for the issues and inconveniences that you encountered. Our goal is to provide exceptional service and be a reliable resource for your wireless needs. We are disappointed we let you down and have escalated this for further review. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1584803472. Thank you for bringing this to our attention.
staff refused to process a device return and provided conflicting information
Business reply on Google
Hi, we're sorry you did not have a good experience with our team. We should always be completely transparent with you so that we can avoid any misunderstandings. We will be escalating your review so the appropriate team can look into this. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1555285951. We are always improving and hope you'll give us another chance to turn things around next time you visit.
Verizon failed to provide internet service and cancelled the account without notice
Business reply on Google
Hi Nadya, we are certainly concerned to hear about this. This does not represent our values at Verizon. We will escalate your review and look into this right away. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1529841478. We hope we can win back your trust and confidence.
Staff member was arrogant and unhelpful with no management support.
Business reply on Google
This is not the kind of behavior you should ever expect from Verizon, Andrew. Our team should always be ready to help you with courtesy, respect, and professionalism. It's disappointing to learn that we have not been living up to our high standards for customer service. Your feedback has been escalated for further review. We hope you can give us another chance to provide a better experience.
The store manager was rude and dismissive toward customers.
Business reply on Google
This is not the kind of behavior you should ever expect from us, Regan. Our team should always be ready to help you with courtesy, respect, and professionalism. It's disappointing to learn that we have not been living up to our high standards for customer service. We value every member of the Verizon family, and hope you will give us another chance to win back your trust and confidence in the future.
Representative applied incorrect promotional credit for traded devices.
Business reply on Google
Hi Bhavik, we're sorry to hear about the issues you had. Our goal is to be a reliable resource for your wireless needs, and you should always expect exceptional service from us. We are disappointed we let you down and will work on improving. We hope we can win back your trust and confidence.
Restrictive online payment system and overcharging at retail locations.
Business reply on Google
Hi Hoyt, we're so sorry for the issues and inconveniences that you encountered. We value our customers and want to make sure that we're providing you with exceptional service and that you always have an easy and seamless experience with us. We understand your frustration and have escalated this for further review. Let us know if you need further help.
Frequent dropped calls in certain areas despite high monthly cost.
Business reply on Google
We're sorry for the inconvenience, Kimyada. You should expect nothing less than seamless wireless experiences from us, and it looks like we fell short. Your feedback has been escalated for further review. Thank you for bringing this to our attention, and we hope you visit us again so we can make it up to you.
Staff provided incorrect information regarding phone promotion transfer policies.
Business reply on Google
Hi Justin, we're sorry you didn't have a great experience in our store. We hold ourselves to the highest standards of integrity and customer service, so we're disappointed to hear about this. We're pleased to know that our customer service team was able to resolve the issue over the phone. We will use this information to continue improving our customer care. We hope you'll give us a chance to turn things around on your next visit.
Unexpected large charges after being told no debt existed
Business reply on Google
Hi Maryam, we're sorry to hear about the issues you had with your bill. We hold ourselves to the highest standards of integrity and customer service, and our team should always clearly communicate any pertinent information so that we may avoid any misunderstandings. This is especially concerning to us, and we will be escalating your review so we can look into this. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1436563904. We hope we can win back your trust and confidence.
Staff member repeatedly and baselessly accused customer of fraud.
Business reply on Google
This is not the kind of behavior you should ever expect from Verizon, Paul. Our team should always be ready to help you with respect, courtesy, and professionalism. We hate that we let you down and will use this information to continue improving our customer care. We hope we can win back your trust and confidence.
Poor network performance, app access issues, and unhelpful customer service.
Business reply on Google
Hi Andre, we apologize for any miscommunication and inconvenience you encountered. Our goal is to provide you with the best wireless network, customer service, and products. Your feedback has been escalated for further review. We hope you can give us another chance to provide you with the proper Verizon experience.
Discounts and fee waivers were not applied to the account.
Business reply on Google
Thanks for sharing your experience with us, Arun! We're so glad to hear Chris went above and beyond to help you take care of all your wireless needs. You can depend on us. Let us know if you need anything else!
Staff refused to transfer data and focused on upselling products.
Business reply on Google
We're sorry to hear we did not provide the high level of service you should always expect, Gerald. We care about providing what you need, not just making sales. We are always listening to our customers and keeping your best interests in mind. We hope you visit us again so we can win back your trust and confidence.
Long wait times and poor customer amenities at the store.
Business reply on Google
Hi John, we're sorry you didn't have a great experience at our store. We aim to provide excellent customer service for every Verizon customer. We appreciate the years that you've been with us, and hope we can win back your trust and confidence in the future.
Associate added unauthorized insurance plan to customer contract
Business reply on Google
We're sorry you did not have a great experience with our team, Paula. We always want to provide a variety of options for you and never want you to feel pressured to make a purchase. We apologize for any treatment that made you feel otherwise. We appreciate your feedback and hope you'll give us another chance to take care of you in the future.
Staff failed to update plan and added unauthorized insurance charges
Business reply on Google
Hi David, we want to clearly disclose the full terms of your purchase so there are no surprises on your bill. I'm sorry that we weren't helpful with providing more options for a device replacement. We appreciate you sharing your feedback, we'll ensure that you can trust us moving forward.
Staff member refused to assist with a warranty phone issue.