Recently, we had a very poor experience at a local store (Niles, IL) and would really like to file a complaint.
Last Saturday, we went to the store to return my phone from a trade-in we did two weeks ago. The salesperson told us the return couldn’t be processed and asked us to check back in 30 minutes. When we returned after 40 minutes, they still couldn't help and told us to call customer service. After an hour with customer service, they confirmed everything looked fine. We went back again, only to be turned away once more.
We called customer service again in the store, and they couldn’t find the issue and requested to talk to the salesperson. But the salesperson refused to pick up the phone and said, “I can’t talk to customer service directly. You need to ask them to fix everything”. I said, “I don’t understand. Your two departments should coordinate to fix the problem”. I requested to see a manager. He said, “I am busy and have no time to look for a manager”. Customer service was still waiting on the phone. We were so upset! After a few minutes, a manager came to speak to customer service. The issue was finally resolved after an hour. In total, we spent about 5 hours returning a phone on that day.
Honestly, the attitude of the store staff made things worse. It felt like no one wanted to take responsibility or even try to help until the manager got involved. This is not what I expect from Verizon.
We always want you to feel confident in our support no matter how you contact us. We can absolutely take a look at this situation with you. We will be sending over a private message to get additional details.
-Meg
HI, Meg: How are things going? Have you got any updates? Please share with me your findings if you found any. Thanks.
Start a new topic or ask questions in the open forum.
