Verizon

Reviews 4

CO

Coleman Hundeby

I wish that there was some way to not be forced to give an actual star to this store. I originally went in on 9/27 to order an iPhone 6 Plus. I received a receipt stating "Order Confirmation" with a confirmation number on it. It was an actual receipt. You know, the one that is three feet long full of disclaimers. The phone was to arrive on 10/18. I called to check up on the delivery date five days ago(10/24) and was told that I would get a call back. That return call never happened. Today, I called and found out that the order had mysteriously disappeared and that they would have to place it again with a new ship date of mid November. Backing up a bit, three to four minutes after ordering in store originally on 9/27, I had second thoughts and went back to talk to the salesperson to cancel. They told me that it was "impossible" to cancel as it was not in the system yet as the order was just placed. I then called customer service and was told that this salesperson was not being completely honest(lying) and it could be canceled in the store. I understand that this one unit may have changed his commission tier so I will not take my aggression out on Robert. Well, it is now the 29th of October and the Manager, Amber Catchings, asked me if I would be interested in the iPhone 6 as they had one in stock. I told her that I had large fingers and she then told me that 7 out of 10 people that ordered the 6 Plus wanted to return it as it was "too large." No, I am not making this up. A manager for Verizon told me that 70% of people who purchased the iPhone 6 wanted to exchange for the smaller 6 model. That is staggering. I asked Amber Catchings to point out the "lying liar who lied to me" so that I could express my displeasure and she had the good sense of telling me that it was out of line to communicate to him in that manner. Bottom line, if you order something from this store, make sure several times that the order actually placed, even though you have a receipt with an order number. Amber Catchings communicated to me that it was not unusual to have that order "disappear" out of the system due to the poor technology. I do not question her because she made it clear that she was ranked #1 in customer service for Verizon for the past few years in the territory. Again, I cannot make this up as this is what was communicated by her. Please do not buy anything from this store. I beg of you. They lie, are incompetent and do not care. I am excited to see my current phone not work due to someone in the Long Beach office shutting it off somehow, wanting some sort of retribution based on my having simply the lowest of expectations in customer service.

---

AD

Adreana Langston

I have been to this store many times and, generally, I have received good service. But it seems to depend on when I go. It would appear that the "A game" staff works on Saturdays and Sundays, maybe because those are the days traffic is highest and there is the largest opportunity for sales. On January 10, 2014 I walked into this store without an appointment and I told the hostess that I was interested in getting information only about changes to my account and potentially new products and services. A staff person was sent over to me in fewer than five minutes. Even though I told Adrian straight off the bat that I was not going to make a purchase today, he took his time in explaining things to me thoroughly and showing me the devices I was interested in seeing. I was very pleased with my experience. But I have gone in after work on a weeknight and I have had to wait a long time to be assisted by staff people who were not as informed or customer service oriented as Adrian. The BEST experience that I have had at this store is when I telephoned ahead of time, spoke to a specific person about my issue and then told that person that I was coming in on a specific day to have that issue addressed. I made sure to schedule it for a day when the person with whom I was speaking would be working. Then, on the day I was scheduled to come in, I would telephone in the morning, speak to or leave a message for that person and remind them/confirm with them that I was coming in. On those occasions I got the best customer service of all.

---

GI

Gina McRAE

I was in this Verizon store on Saturday May 17th. Kevin Davis was the person who helped me and my husband. I orignally came in because my Galaxy S3 was no longer holding a charge and it was still under warranty. Kevin told us our options (submit a claim and they’ll mail me out a new phone in the next couple days, or I could upgrade). I wasn’t sure what phone I wanted to upgrade to so he told me about all my options and answered all my questions about the three phones I narrowed it down to. He was very detailed and very easy to work with. He told us about the Mothers Day promotion an iphone c and a tablet for 100$ and said that we qualified. He also said he’d throw in an extra tablet. We went with this deal. He helped us arrange our plan so we could benefit for the unlimited talk and text and adjusted our data so we wouldn’t go over. I feel like Kevin went above and beyond for us and I am very happy with the amount of customer service we got from him. We even had to go in the next day, and immedatly as we walked through the door he greeted us and took care of us once again and went above and beyond. Kevin is a huge asset to your store and to Verizon. There should be more employees like him. He gave us a great deal and his knowledge and expertice was superior. I have told several people about Kevin and how great he was and they are looking forward to seeing him when they upgrade there phone. We deffintly will be going back to Kevin Davis at the Los Altos Verizon store. Thank you Kevin.

---

MH

MH 1000

Would rate zero stars if possible. Plugged my phone in to charge and it sat on the desk for a few hours totally fine. When I wake up I grab my phone and the left half of the LCD is not working at all. I go to this place and am told I can either pay off the balance of the phone (which was a less-than-three-month-old Samsung S8+, so 700+ dollars) or send it off and be charged the insurance deductible. When asked why a single penny would be coming out of my pocket the genius, who had previously asked me "Well do you put your phone in your pocket?," answered "Hey man, I dont wanna charge you." So I went to a walk-in Samsung service center where they replaced the screen at absolutely no charge to me and I left the same day with my phone. Do not go to these people. Theyre idiots. I realize they sell phones for a living and I dont expect them to be able to explain the proof to Fermats Last Theorem from memory, but they should at least know that a three-month-old phone having half of its LCD not working is a defect and not user-caused. My phone had the glass screen protector and the otter box. Not a scratch on either, barely even smudged.

---

---