@vzw_customer_support I would like to speak with someone from the leadership team and file a formal complaint for what was the most horrible customer service experience I have ever had. I am at the point that I want to cancel my service completely and go to AT&T or T-Mobile. The location is located at 52 East 8th Street, New York, New York 10003. I understand this is not a corporate store and it is an authorized dealer, but nonetheless they do business on behalf of Verizon and it needs to be addressed. All employees including the store owner and manager are unethical, dishonest, and are a completely incapable of servicing customers on behalf of Verizon. They should be reported to the BBB (I am looking into how to proceed down that route). Unfortunately, I did not read the reviews as you will notice on Yelp and Google multiple customers have fallen victim to these con artists and it needs to end.
Thank you for bringing this to our attention. The customer experience at every authorized retailer should be exceptional. I will send you a Private Note so I can get the details of the encounter and escalate your concerns to the right team.
-NoahS_VZW
I had a very poor experience at a local store as well and would really like to file a complaint with someone who will do something about the customer service, simply because I don't want anyone else to have the same experience. Can you advise on how I might go about doing this?
We regret the bad experience at our store and would like to help to fill out a complaint on your behalf. Please elaborate and let us know about your recent experience.
The care and support of all customers should be Verizon's concern. We are one of the main reasons that there is a Verizon. The management at a local Verizon store acted like bully to get "customer control" in order for them to get what they want. They limit the questioning, complaints and order of operation, etc. The management is aggressive, assertive and highly unprofessional. My experience today was with a manager that specifically did not want a new customer 10 minutes before the store was closing. She said, get out of this store and never come back. Verizon does not want you here. Shocking. This incident had me in tears.
This is never acceptable to our team. You deserve world-class service on all ends. Send a Private Message our way.
*Eli
I too had a similar issue but with the Washington PA15301 store. Although resolved by calling Verizon I do not think that store employees should be permitted to misrepresent the truth and not discuss other options. We switched from TMobile on 10/13/22 and bought 3 lines each with iPhones and was told about the $600 in gift cards for these. Please note that is as far as it went though and the employee never said that I would need to do more to get those he did however convince me to buy 2 additional lines with no devices attached to get an additional $700 in gift cards stating that these would ONLY cost me an additional $20 a month and that I could cancel them in a year. That sounded like a great deal if it would have been true. He led me to believe that my monthly bill would be $229 and it was actually $327. His statements also led me to believe that tge $50 a month insurance for the phones was the only plan you offered and gave me a receipt. If he had I would have cancelled right then and there. After seeing the bill online that evening I called Verizon the next day and cancelled the 2 additional lines. I also spelled out my complaint on the survey I was sent and the store manager called me. We spoke on the phone then thinking she might actually help I went to the store to speak with her in person. Long story short she said we are sales people and just like a car dealer you can’t expect us to tell the truth. THAT IS OUTRAGEOUS! If true Verizon has some explaining to do and if not then they should make it clear to the owners of these stores that their franchises will be revoked if this practice continues.
Hello! We are glad to heat that you were able to call in and get the issue resolved. If you run into any more issues please don't hesitate yo reach out to us, we are here 24/7.
*Leyla
That's it? Very generic response Leyla. I want to talk to management.
We can assure you that we are here to help. Please meet us in the Private Note we just sent.
~Gina
I recently had a disappointing experience with Brandon at this retail store. In February, he helped me set up new phone lines, promising that the smartwatches would work seamlessly with the phones and didn't require my phone to function. However, when I received the watch, I discovered that it was an incorrect model with a different IMEI number from the one listed on my account profile. When I took the issue to the corporate store, they confirmed that there was an error and told me that Brandon would need to fix it.
After waiting a few weeks to calm down, I returned to the store with Brandon and explained the issue again. I asked for him to fix the problem and provide credits to my account since we were paying for a service that wasn't functioning.I kept the conversation brief with Brandon. surprisingly handed me his personal phone to talk to a representative on the phone. Which was unprofessional due to his notifications being displayed for me to see. During the call, I expressed my concerns and issues to the representative, who then put me on hold. Brandon became confrontational and raised his voice at me, despite me remaining calm.
When I asked him to stop raising his voice and provide proof of the changes he made, he continued to deflect my questions and eventually admitted that he didn't submit the change and there was no change to our account. The experience was unprofessional and unacceptable, and I would not recommend this office or Brandon for assistance. Address is 6501 Grape Rd, Mishawaka, IN 46545, United States
Thank you for taking the time to let us know about the experience you had at this location. We would like to gather a bit more information on the situation. We will be sending a private message. ~Peter
I also have a complaint I'd like to file against a local store.
Hello, blesche84. So sorry to hear you had a less than stellar experience at one of our store locations. Please tell us more about what happened. Which store did you visit? Please provide the address and the names of whom you spoke with.
-Natasha
I had a terrible experience at the Beechmont/Anderson Township Store in Cincinnati ,Ohio today (45244). I have been a customer since this store opened (for 25 years) and I have never had a complaint until today. I was spoken to in a rude, disrespectful, unprofessional manner and I will consider changing services for the first time in 25 years. What a disappointment!
Sandra
We are disheartened to hear that this was your experience, We always strive to ensure you are always wet with the most respect. With that being said, please Private Message us in order to take care of your concerns!
*Jorge
Old thread, but commenting to help you or someone else. Contact your attorney general’s office and report the authorized retailer. I had an issue as well with an authorized retailer in Waminster, Pennsylvania , who had added orbic devices to my account and said they were “free”. They weren’t and they had their own data plans. Then charged ne a restock fee to return the “free devices”. I only went there to upgrade my family’s phones. Warning to everyone. Go to a corporate Verizon store!
I have the same problem with the Ottumwa, Ia store. They overcharged me then stole $600 for fees. The phone now overheats and they will not do anything to fix it! Told me my first bill would be $600 and it was over $840! The employee was hitting his pot pen while waiting on us and the manager knew about it!
We're sorry to read about your experience. We are here to help. We want to make sure your device is working okay then we can look into the concern with the store. When does the phone overheat? Is the device damaged? ~Peter
Had a horrible experience at the Pekin, IL branch on Court street. I told several that I was going to have them look at my phone, all three told me to go somewhere else they were rude and did not know what they are doing. They were RIGHT!!!!!
Hey, Teri7751, this isn't the experience we want for you when going out of your way to visit a store. We want to make sure you get the help you need for your device concerns. Were you able to get your phone checked out?
-Lauren
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