I had an extremely poor experience with an employee at the Verizon store (he was one of the senior managers, a 40 something year old gentleman). First of all, I have been a Verizon customer for years and have visited numerous stores and from my experience standard protocol is to ask if someone is a Verizon customer and pull up their account. He did none of that. I had come in for some help with my iPhone 11 and case that I had purchased from Verizon (at another location) and he made it seem like it was the greatest inconvenience. First, he kept asking if the account was mine as if he didn't believe me (I'm a young woman of color), even though I made an appointment he never spent any dedicated time with me (he kept saying he had to see other people) and I was the last person to leave who came in around that time - it shouldn't have taken an hour of my time for him to help me put the case on the phone and activitate it. Then he refused to pull up the receipt on my account for my previous phone and case (I had it in my email, but if I purchased it from you he should have been able to pull it up). He also kept saying it was my fault the phone had activation problems because I couldn't remember my PIN and that he was going out of his job responsibilities to help me (which I am honestly flabbergasted by because I'm a Verizon customer having a question about a device and account so it is his within his job description to help). He also kept telling me he needed to help another customer when in fact he was speaking to another employee who was in training (not sure how that was more important than an actual customer with an issue).
All I can say is it felt as though he wasn't paying attention to me because I was a young woman of color and he made assumptions about who was the account holder. I found the experience extremely disrespectful and unprofessional and PATRONIZING, and believe that this should be handled swiftly. I am more than happy to discuss further because store managers shouldn't be able to treat people like this (unless you want a lawsuit or public relations nightmare in this day and age). Thank you.
