Category: | Cell Phone Store |
Address: | 11830 Spectrum Center, Reston, VA 20190, USA |
Phone: | +1 703-437-2600 |
Site: | verizonwireless.com |
Rating: | 2.2 |
Working: | 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–6PM |
TA
Tara Vitori
2 huge mess ups at this store. The first one was an Edge Agreement on one phone. When I came back to upgrade my phone, they put a NEW Edge Agreement on the other phone instead, so my account had 2 Edge programs instead of 1. When I cancelled one of the phones, they charged me $400.00 for an iPhone 4. It is 3/12/2015 - the iPhone 6 is out??? I called Customer Care and got nowhere. I even spoke with Katie, a supervisor at Customer Care and she did not care that there was a careless mistake at this Verizon store when they upgraded the 2nd phone and added a 2nd agreement onto the wrong device. Why would I have an Edge plan and an iPhone 4 when I could upgrade at any time. She was horrible and so was the Verizon store. Had to pay the fee since that phone line was cancelled and had no idea. Katie did not care and just kept reciting there were 2 contracts that were signed, even though I thought it was for 1 phone line - not both. Terrible experience and left Verizon after being a customer for 15 years. I am even going to leave Verizon Fios over this just because it is the same company and Customer Care doe NOT care about their customers. 2nd issue was (at the same time) - my iPhone updated and with update corrupted the iOS. I took it to Verizon and they said take it to the apple store to see if they could fix it. The apple store could not fix it so I went back. My upgrade on the other line (without the Edge Program) was 14 days away. I asked them to just give me my upgrade since my phone did not work. They said NO! I had to have a phone sent to me through my warranty program. The phone was not delivered the next day as promised and was delivered the next day (Friday) while I was at work. I called Fedex and gave them the tracking number so I could pick it up at the Fedex location. Fedex said the way it was delivered, I was not ALLOWED to pick up the phone at their location and the next delivery was Monday since it was business delivery day only. So, I was going to go 5 days without a phone and this was my work phone as well. I drove back to this Verizon store and they called customer care and customer care still said there was nothing they could do and they called Fedex and they said the same thing. I had to wait until Monday and take off work to "sign" for the phone even though there was "no signature required". They would not just leave the phone at my residence, even though I work and there is noone else there. It is not just this store who has sales reps that sell you Edge programs and not knowing what they are doing, or explaining it to you correctly, but customer care as a whole does not care if they retail stores make a mistake. When you go to the retails store to fix it, they say go to customer care and vice versa. Verizon is a terrible and I am leaving and going to Sprint in 6 days when my contract is over. I will also file a complaint with Federal Trade Commission and will even go so far as to write my Congressman. I had to pay $400 for a shady salesperson and because Katie, the customer care supervisor, did not care, she only cared about the contract....why would i have an iPhone 4 on the Edge Program ....Katie???? Makes no sense. VERIZON has stolen money from me!
DA
Dana Sciandra
Awful, Awful, Awful Customer Service. I have never been in a store where the employees are so absolutely disinterested in helping customers. I came in due to an issue that I was having with my new phone that I had upgraded just 2 days ago, and wanting to do an even swap for a new one. I specifically said that I could easily confirm whether or not the issue existed on the new phone (as this issue was being reported in forums by other customers), before they did the exchange. The person helping me, Lynette (I believe), ignored all of it and just started ringing up the exchange. Lo and behold, the same issue existed on the new phone. At this point, I am now being told that I cant exchange for another phone, because they just did an exchange...again, despite the fact that I specifically said I could verify beforehand to be sure before they rung anything up. I never received an opportunity, because by the time I was handed the phone to check, it was already entered as an exchange on my account. I was then told to go to another store and they could do it. I therefore asked if they could please contact the other store to explain the situation, and let them know that I was coming. This was to ensure that I didnt travel out of my way, only to be told that nothing could be done (as I was being told at this location). Lynette literally just dialed the number to the other store, handed me the phone and walked away (!!). All the while, as were trying to sort this out, I had to endure her incessant heavy exhales that were clearly (and childishly) meant to make it clear to me that doing her job and having to put some extra effort in to help a customer was apparently an inconvenience. If she had called, being far more familiar with Verizons policies, it would have been a lot faster than me trying to explain the entire situation and fumbling over why one location is saying they cant do anything, but this other location will magically be able to. Finally a manager who cares about customer service, Diego, came over and called the other location. He explained the situation, told me who to ask for and gave them my name. The other location was HEAD AND SHOULDERS superior to this location in terms of customer service. They were friendly, acknowledged my concerns, took the time to resolve the issue that "couldnt be done" at the Reston location, were patient and completely understood why I would not want a faulty phone for 2 years just because it was inconvenient to do another exchange. They were able to resolve the issue, despite the exchange now listed on my account from the previous store. Steer clear of this location. Customers and their experience are not a priority here.
A
A Private User
This Verizon location is the most convenient to where I live. The store is very well laid out and great displays. However, this is the worst Verizon Sales store in the Country. 1. For phone tech support, they literally make you wait 45 minutes, take your name off the list, then get mad at you when you ask when can I get my phone fixed. 2. When I tried to go in to upgrade my wifes phone today, I immediately went to sign-in to the automated service. One salesman and the sales manager told me they were sorry, but theyd get to me in 5 minutes. We waited looked around at new phones and started playing Angry birds. Every 5 minutes someone different would ask us to ask if they could help us. I stated no, we are #1 waiting in the queue on the board. The last straw was 25 minutes into our waiting , another Fios person ( i dont want to call him a sales person, b/c he couldnt sell me a phone), asked if we wanted information about Fios. I told him no we cannot get Fios, but weve been waiting 25 minutes when we were told it would be 5. He simply walked away, no response. I then proceeded to the customer service desk where people were buying phones and asked the sales manager point blank. "Whats the deal, its been over 20 minutes?" To which he responded, "What do you want me to do about it?" I said, "Id like to buy a phone, but clearly you do not want my business." He dismissed my remark, to which I replied , " I will be contacting Verizon Wireless Customer service via phone and reporting to the Regional Sales Manager." To which he replied, "Go ahead, fine." I started exiting the store, and my wife wanted to extoll her frustration as well. She told the manager, "This is the second time Ive left this store without what I came in for, this is the second time Ive had to wait longer than promised." Again Sales Manager replied, "What do you want me to do, drop everything for you two?" My wife replied, "No, I just wish to be treated with respect, not spoken to like dog." We left. I then proceeded to call Verizon Customer Service, I filed the claim. Well see if it gets any better. Maybe theres something in the water, but customer service at a lot of stores in Reston tends to be bad. Maybe because they know people will pay, or because they dont like seeing people with money.