We visited a Verizon corporate located at 10000 Reisterstown Rd, Owings Mills, MD 21117 about 2 weeks ago. This was after calling Verizon and purchasing a new iPhone 16 over the phone, then arranging to pick it up at the store. First, the rep on the phone never asked me about storage options, other phone options, nor the fact that by getting the "free phone," my plan would change, costing more money each month. The new plan included extras that are of no use to me and not worth paying for. Shame on you for that highly misleading promotion, by the way. When I went to the store with my husband, he began to ask questions of the person named Samira Smith. She was intensely rude, unwilling to explain plan differences, dismissive, HUGE nasty attitude, and basically said here is your phone, good bye. She made Verizon customer service look worse than any business would ever tolerate if they knew about it. We tried to get help from another associate, Michael Mackall. He was a bit more willing to help, but ultimately, he could not figure out why getting a new "free phone" would increase our monthly charges significantly. He himself was so confused, he tried to write it all out by hand. Ultimately, we left without getting the phone. WORSE, they had already disabled my phone and said nothing. When I noticed as we were leaving that my husband was able to use the internet on his phone and I was getting nothing on mine, I realized they would have let me leave with a phone that was not working. They reactivated it, but that took another 15 minutes on top of the painful 90 minutes we already wasted there. Still don't have a new phone and exploring AT&T and T-Mobile for our 4 family phones. Oh, and I happened to meet up with a friend the next day who told me her own very recent horrible Verizon experience - same store and same miserable staff person I write about. You seriously need to fire her. She is doing you no good and costing you longtime Verizon customers. Anyone can have a bad day, but that was beyond anything you should ever tolerate in an employee.
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