The Cellular Connection) 5220 Central Ave NE Fridley, MN 55421

Sgadosaar
Newbie
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.  

 

0 Likes
3 Replies
SynthpopAddict
Champion - Level 3

Sorry to hear about your experience.  I looked up that store on the store locator link, and that's a 3rd party authorized retailer, not a corporate Verizon store.  Would suggest you avoid that location and use a different store, preferably a corporate Verizon store - not sure how much Verizon can do about employees at 3rd party stores.  I do agree that employee's behavior is extremely rude and unacceptable.

-------------
I'm not a Verizon employee, just another customer trying to help.
0 Likes
vzw_customer_support
Customer Service Rep
@Sgadosaar  wrote: On November 26, 2024, my brother Mohamed visited your store to open an account and purchas e an iPhone 16. 

Sgadosaar, we are deeply concerned to learn about your experience when working with a representative from this store location and we appreciate you bringing this to our attention. We appreciate you and your brother for your continued and longtime loyalty with Verizon. We will make sure that your experience is lifted up as this is not the experience that we want you or any of our customers to have when working with us.

-Andi

0 Likes
vzw_customer_support
Customer Service Rep

We will also be sending you a Private Message as we want to ensure that we have any additional details that you can share with us so that we can lift up your concerns and experience.

-Andi

0 Likes