Verizon store in Novato, California 4:00 p.m. I believe it is important to share my concerns regarding the unfair treatment and poor customer service I received during my visit.
On 01/06/2024, I visited the Verizon store 3:50 pm and patiently waited in line to be assisted, there was one person ahead of me. After waiting for approximately 20 minutes, I noticed an older couple entering the store. To my surprise,a Verizon Specialists, has just finished with a another customer and he turned towards the people who just walked in and the Verizon Specialist immediately approached them as they entered and started assisting them, disregarding the fact that I had been waiting in line for them.
The woman who was ahead of me also took notice and then told Me I should file a complaint that it was unfair since I have been waiting. Feeling frustrated and overlooked, I approached the Verizon Specialist and informed him that I had been waiting in line and needed assistance as well. However, the Verizon Specialist dismissively responded by stating that he was not helping anyone and merely wanted to inquire if the couple needed any assistance. He then instructed me to go back to the line.
Reluctantly, I returned to the line and continued to wait. During this time, I observed the Verizon Specialist engaging in a prolonged conversation with the couple who had cut in line. To my dismay, the Verizon Specialist proceeded to his computer and began pulling out information, giving the impression that he was indeed assisting them. This interaction lasted for an additional five minutes, while I patiently waited for my turn.
Finally, another staff member was able to assist me, but unfortunately, they were unable to resolve my issue and could only provide me with an IT ticket. It was disheartening to see that despite my lengthy wait and unsuccessful outcome, the original Verizon Specialist was still actively assisting the customers who arrived after me as I was leaving the store.
The lady who told me to file a complaint informed the Verizon staff member of what had occurred and the staff member said that, โwhen I can I will talk to himโ I am not confident with โwhen I canโ statement
I am reaching out to you in the hope that you can address this matter appropriately. It is essential for customer service representatives to prioritize customers based on their arrival time and provide fair and equal assistance to all. I kindly request that you investigate this incident and take the necessary steps to prevent such occurrences in the future.
I appreciate your attention to this matter and your commitment to delivering excellent customer service. I trust that you will take the appropriate actions to rectify this situation and ensure a more positive experience for future customers.
Thank you for taking the time to let us know about your experience in our store, Croldan. We will be forwarding this information regarding your interaction with our leadership team. ~Peter
Start a new topic or ask questions in the open forum.
