Complaint- King George, VA, store manager TIFFANY

[adm1022]

Late afternoon on Thursday March 28th, my husband called the Verizon store location in King George VA to confirm my new phone had been delivered and was ready for pick up.

Tiffany, who we later learned was the store manager, let us know it had been delivered but we would need to wait to pick it up until the next day as Ricardo, the salesman who had initially helped with my phone upgrade had gone home for the day.

My husband then explained that Ricardo helped us on Saturday and gave us a phone with the wrong level of storage, something I did not realize until I had gotten home and the restore was taking longer than usual. It wasn’t until I couldn’t use any of my apps and my phone was constantly freezing that I had realized I would need to take the phone back and get the one with the correct storage. I use my phone constantly for work- I am a therapist and a leadership employee at my company and am using it for calls and emails almost all day 5-6 days per week. We of course did not tell Tiffany the long story, but the gist was that when we explained that we really needed my phone sooner rather than later, she hung up on my husband.

We arrived at Verizon and she greeted us kindly, and started entering my phone information to pull up our account. I started explaining that we had been in a few times this week as we had been given the wrong phone and it had been mostly unusable all week which just isn’t a good thing with my job. Tiffany seemed rushed and like she could care less- pushing me to quickly sign documents being sent through my phone. “You already signed these with Ricardo but you just need to sign again since you are exchanging the phone” She did not seem to care at all that I had never been asked to sign any paperwork at all by Ricardo, and she seemed irritated and entitled as she realized I had been having a hard time the past week dealing with Ricardo’s mistake and was ready to get my correct phone so I could do my job effectively. 

As soon as we explained we had my old phone to trade in (along with the incorrect new phone to return- all per Ricardo and another managers advice) and needed to get the new phone that had been delivered, Tiffany got flustered and immediately developed an attitude, stating that this would be hard for her to do because Ricardo wasn’t here, it would be too many steps, and we should have listened to her and waited. In her words “this is why I told you to wait” she said with an incredibly rude tone of voice.

She had an attitude that indicated she was trying to intimidate me, seemed a little entitled and definitely did not appear to want to do her job, but, I figured she was new and overwhelmed and hey- it was the end of the day (6pm) and close to the weekend. Maybe she’s just ready to go home.

I let her know I didn’t mind seeing if we needed to get a manager out because I know there’s usually always a manager in the building and they should be able to help with the process if its too complicated for her to handle.

Tiffany then very rudely looked me up and down and said “I am the manager and you can lose the attitude.”

I then responded, clearly shocked, “well then you can do this.”

Tiffany then reiterated, in an almost yelling and threatening tone of voice “and YOU can lose the attitude.”

My husband then intervened, telling Tiffany to remember that she was the sales person and we were customers, and that she needed to take a step back and remain professional.

To which Tiffany threatened “and she can stop with the attitude. I don’t have to help her.”

Tiffany then, from my memory, aggressively went to grab my phone, at which point I told her no, I was done working with her. She looked at me and said “oh? Well you can just leave. Come back tomorrow like I told you from the start and Ricardo can deal with you”

I then pointed to the gentleman across the room and said I would be happy to wait until he was done with his current customer.

Tiffany then looked at me with the most disgusted look on her face, asked the salesman how long he would be working and when he agreed to take me after he was done with his current customer she yelled “fine, you can deal with Miss Attitude”

Tiffany then retreated to the back of the building.

Rashad helped us quickly, efficiently, and with incredible kindness. How disappointing it is to know he works underneath such an unprofessional manager. Maybe he should be promoted and Tiffany fired?

I am so disappointed in Verizon- King George. I had a 2 year old and 1 year old with me- close to their bedtimes I had run to Verizon as soon as I could after getting home because it is incredibly important that I have my phone for work. I am so disappointed to know that Verizon condones such unprofessional, degrading, and aggressive behavior from not only their employees but from their managers none the less!

It is also so disappointing to know that a Verizon store manager did not understand that I was really needing to get my phone after a week of not having a working phone due to an error one of her salesman had made. She did not care that he gave me the wrong phone, did not have me sign any paperwork for that phone, and did not seem to care about customer service in any way at all. Is this behavior that Verizon condones?

I do hope to hear from someone regarding this issue, because after a week of issue after issue with the King George Verizon location, I am not sure that I will be continuing my service with Verizon at all and I will be making sure to make a complaint about Tiffany to every source possible.

Thank you for taking the time to read this and I do hope someone addresses this situation with Tiffany and reaches out to me once this matter has been settled. 

[vzw_customer_support]

Hello, adm1022. Thank you so much for this info as you deserve only the utmost respect from us. My apologies to hear of this. Your feedback is VERY important to us as I have taken this info and forwarding it to Tiffany's direct leadership. I have also provided positive feedback on your interaction with Rashad as he should be recognized for assisting you and making it a positive experience for you. I am truly sorry for this as we want you to love your service with us, and we want to ensure this doesn't happen again. Please let me know if you have any other questions as your happiness with your phone, account, and service with us is important. 

-Natasha