Verizon

Reviews 4

AS

Ashle Johnson

Let me tell you all about my Verizon experience, yesterday I ordered phones online. I had decided because my service was already pretty crappy with T-mobile and I had spent all this time trying to get better coverage Id come on over. I ordered the phones paid for overnight shipping and waited. I checked the order status but never got an update. I spoke to an online rep and was told that because I didnt place the order earlier that my phones werent shipped. I was then told that if I just went to a Verizon store id be able to cancel the online order and get my phones with my same credit approval. Yay for being young,black and you know working on life. I went into a store in Aurora, CO off Abliene and Mississippi I first ran into an extremely rude rep named Alex. Alex pulled my order number and went to the back came back and said "I cant help you, I dont know whats going on you should call customer service" I called customer service and after being transferred to nine different departments, I finally get a rep who got me to the "customer protection" department. I verified your three credit questions and was sent on my way. I had already been through a lot so I thought verification was important, so I called customer service and verified everything was good and I could return to the store, good thing I did because it was far from okay. I got a hold of another rep who said the young lady helping me in your customer protection department forgot a part of the verification and they needed additional information. I provided that and proceeded back to the store hoping to get new phones today. I got to the store and was helped by Chet, he ran my credit once again came back with the phones and a box full of accessories. I picked the accessories I liked, he rang it all up and though my phones were on a credit approved no deposit my accessories came to 200.00. I declined the accessories, I had already seen a case I liked on amazon and it was only 14.99 so I was okay. Chet packed all the things he showed my back up said he was going to talk to his boss and be back. I asked why? I said was I not allowed to decline 200.00 worth of accessories he said I can give you the discount you get with your employer, I still declined. He left, came back shortly without the phones and said our fraud department will be contacting you. VERIZON ACCUSED ME OF FRAUD because Im young, black, credit approved and refused to waste 200.00 on accessories. I HAVE NEVER in my life been treated in such a manner, I mean he refused me service and accused me of fraud because I refused accessories and because I was credit approved I should have had and wanted to spend 200.00 additional dollars. Today I got accused of fraud for being frugal I wonder how often that happens when you are white.

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DI

Dirk Oden

Ordered a new phone online to be picked up at the store. Picked this store because theres not one in my rural area and this was right on the way for the airport run I was doing the next day. The story is too long for a review and reads like a comedy of errors so Ill summarize. When we arrived the next day they had the phone in stock but first said they had no record of my order despite my confirmation email with their address on it, then they said they had the order but they couldnt process it and couldnt cancel that order to sell me the phone as a walk-in. After a lot of inaccurate and contradictory statements about the situation they told me they cancelled the online order and I could now buy the phone they had in stock but I needed to surrender the replacement phone to them, which of course was not true. I chose to leave without buying a phone, checked my credit card the next day, and the charge for the phone appeared and I got an email saying my phone was ready for pickup there. I called VZ customer service, explained everything that happened and the agent pointed out a number of inaccuracies and improper steps by the store. The telephone customer service agent was able to completely and quickly resolve the issue. Bottom line: The store agents werent interested in solving the problem, spent more time on their own phones than trying to help, provided inaccurate and contradictory information, and displayed virtually no problem solving skills. I will never set foot in this store again.

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PH

Phil Welch

This store is one of the absolute low points of customer service that I have witnessed. I have had to go in three times to get a fairly simple issue resolved. Let me say this however: I was helped by Brett this morning, who was pleasant, helpful, and did everything he could to get my contacts on my new phone. He was the high light of this store. The last two times I went (on different days) in I was "helped" by Fransisco...What an experience. If you enjoy being talked down to by a douchey brochacho because his shirt and watch are nicer than yours, this is your guy. He called me a liar to my face and clearly just wanted me gone. He did not care at all about my issue, and was "unable" to help me both times. Of course, today Brett resolved those issues in under thirty minutes with a smile. Management does not care AT ALL about customer service, they have so many angry customers they just care about surviving the day without getting physically abused. Their default responses to all customer issues are defensiveness and circling the wagons. Every time I go in there are 15 - 30 people in the store and just from body language you can tell half of them are furious. If I were the soulless corporate entity known as "verizon" I would make Brett the store manager and fire just about everybody else. Clearly this is a culture of customer indifference, and just as clearly it will not change any time soon because it is a top down problem.

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Devin Roberts

I probably would do no stars if I could, the people working were idiots, I did an online pick up, with somebody online and they did it perfectly. Waited for my text message to go to grab the phones when I received it I showed up to the store was greeted snidely by the assistant manager. I said I was there for an online pickup she said well youre early you shouldnt have shown up it isnt even ready youll have to wait 30 minutes to an hour. The person at the counter was nice enough she started the order and got it done in 10 minutes. Onto the worst part I get to the counter asking to make sure everything would be charged to the account and not the card, after she reassured me twice it wouldnt, they charged my card three times. Credited back the two extra times but couldnt the last one because the order was finalized and was told to not order online anymore. If you ever want to leave verizon go to this store because it doesnt matter how good everyone else is by the time the 2 assistant managers come over and assure you that it is your problem and not theirs and say there is nothing they can do, you kind of want to leave contract and switch carriers.

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