On November 26, 2024, my brother Mohamed visited your store to open an account and purchase an iPhone 16.
Due to language barriers, he called me for assistance. I spoke with Jory via speakerphone, asking about available iPhone 16 models and monthly plans. However, Jory became visibly irritated, stating I was asking too many questions.
Jory failed to answer my questions about the iPhone 16 Pro's storage capacity and monthly plans, demonstrating a lack of product knowledge. Specifically, I asked if the regular iPhone 16 comes with a 1TB option, but he repeatedly stated that Verizon doesn't carry 1TB devices in stock at any store. Furthermore, Jory made discriminatory comments, saying my brother wasn't welcome in the store due to language barriers, violating basic customer service principles.
He threatened to call the police and used derogatory language, creating a hostile environment.
This experience was distressing for my brother and me, especially considering our long-standing relationship with Verizon (over 10 years, with multiple lines).
My brother felt disrespected and frustrated, and I'm concerned about the lack of cultural sensitivity and customer service displayed by Jory.
I respectfully request a formal apology for the poor service and discriminatory behavior exhibited by Jory, assurance that Jory will receive comprehensive training on customer service, cultural sensitivity and product knowledge, a thorough investigation into this incident to prevent similar occurrences in the future and implementation of measures to ensure all customers, regardless of language proficiency or background, receive respectful and knowledgeable service.
I've had a similar experience at this store, where I was treated rudely by Jory while trying to purchase an iPhone 16 charger. This pattern of behavior suggests a deeper issue that needs to be addressed.
