Biloxi MS Store

[Francisvf7]

On July 2nd, around 3:50 pm, I visited the Verizon store in Biloxi, Mississippi. I am lodging a complaint due to receiving the worst service of my life. Initially, things went smoothly with the sales associate's assistance; however, the situation deteriorated when Supervisor Amy intervened. While the associate was transferring my SIM card to the new phone, Amy began explaining why they couldn't help me. She claimed that my phone's charge was too low for file transfer; with only a 20% charge, so, they couldn’t set up my phone and as it required at least a 50% charge to proceed. I then asked Amy why they couldn’t set with my phone plugged into one of their sockets and Amy then replied, “It would still take up to about 5 hours to set up my new phone and to transfer the old files to my new phone.” Then Amy suggested I go home and call customer service for their help. She also said that they were going to charge me $40 to set up my phone so it would be a good idea to let customer support do it. I told Amy that I would pay the $40 because I would rather for them to assist me in person rather than over the phone and Amy still denied me service. I nearly begged Amy to set up my phone in the store because I felt more at ease with their assistance. However, Amy suggested I use Google for help with the setup. I expressed to the supervisor that her response made me feel unwanted, which upset Amy. She insisted she never said she didn't want to help. I clarified that her demeanor suggested otherwise. Amy then accused me of being confrontational. I assured her that was not my intention; I simply sought her assistance. Subsequently, she asked me to exit the store, and I complied without delay. Upon leaving the store, I realized my phone wasn't working because the first sales associate had removed the SIM card and placed it in a new phone while assisting me. I returned to ask if she could reinstall the SIM card in my old phone. However, Amy instructed the associate to go to the back. When I asked Amy for help, she refused and told me to leave the store. I warned Amy that I would need to call the police since they wouldn't reverse what they had done to my phone. Amy responded with a smile, saying, "Go ahead and call the police, I want you to call the police." Not wanting to create a scene, I left the store and set in my car, phoneless, unable to use my GPS to navigate home. I left and sought help from two passersby with the SIM card, and they assisted me. Overwhelmed and in tears, I could barely ask for help. The two young women urged me to stop crying, assuring me they would help. I explained my predicament and how I needed my phone's GPS to navigate home since I was new to the area. After two women assisted me, I called customer support, crying uncontrollably, and they said they would file the complaint on my behalf. Next, I contacted the Gulfport Verizon store, and they urged me to stop crying and visit the store for assistance, which I did. Arriving at the Gulfport Verizon with tears in my eyes, I was helped by a sales associate named Britney. She apologized for the inconvenience and quickly set up my phone, which was at a 30% charge, and in less than 15 minutes everything was done. Contrary to what the Biloxi Verizon supervisor had said, the setup was swift and did not require a 50% charge. This supervisor's rudeness and mean demeanor have led me to consider switching my phone service. Amy's look was filled with such disdain towards me, worsening when another associate left the room. I believe her treatment towards me was unjust and discriminatory. The level of disrespect was so bad that I literally was sick for the rest of the day.  

[vzw_customer_support]

Francisvf7, this type of treatment is the last thing we ever want any of our customers to go through, and we'd like to gather more feedback so we can make sure your voice is heard. We're sending you a Private Message so we can help.

~Jesse

[Francisv9]

Thank you for your response. However, the treatment I received was horrific, and I have no doubt that it was racially motivated. Amy's behavior was so hateful towards me that she refused to provide service. The Russell Cellular Verizon has the worst customer service ever and they do so because the owner has allowed it to continue. Sometime in the near future I will be switching back to TMobile. I pay a little more, but their customer service is outstanding. 

[vzw_customer_support]

We are stunned to read about your recent experience. The last thing we want is for you to have a negative impression of Verizon. We take pride in providing world-class interactions.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert