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Local store experience

@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.

Comments

Verizon_Support

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

SR25689

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?

Verizon_Support

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.

Michey

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.

Verizon_Support

This is never acceptable to our team. You deserve world-class service on all ends. Send a Private Message our way.

*Eli

R-

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.

Verizon_Support

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

sandraka

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

sandraka

That's it? Very generic response Leyla. I want to talk to management.

Verizon_Support

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

NancyCard

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!

Jazzycricket

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!

Verizon_Support

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

Teri7751

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!!!!!

Verizon_Support

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

Alinav1217

I too just had a horrible customer experience at the aventura fl 33180 store. I work all day and came in at 7:30. The store closes at 8. There were a couple of people ahead of me and one of the clerks came up to me with his iPad and told me well there’s people waiting let’s make an appointment for another day without even asking me what I wanted or needed. I told him it’s the only time I had and he said it again. He didn’t want to help. He didn’t want to check stock… just wanted to go home . Also asked his manager who couldn’t even look me in the face or say anything, and just told me he couldn’t help me today. I came in for a new iPad. It was the worst customer experience and now I’m thinking o f taking my 3 lines else where.

Verizon_Support

Thank you for bringing this to our attention. That is definitely not the experience we want you to have and would like to have the opportunity to turn this experience around. To better assist, I'll be sending you a Private Message, please reply to it, so we can get started.

~Maria

Gold117

@vzw_customer_support
I need to speak to someone in a leadership role about a complaint/issue that is still ongoing. I bought a new iPhone 16 pro max with the trade in promotion that was going on from an independent store, I noticed right away that phone has screen damage. I called the store right away and told him that there’s a problem with the phone. They stated that it was a “corporate issue” And to bring it to one of the corporate stores and they’ll replace it for me. I go to a corporate store and they told me that is not true that the store I bought it from is an independent seller and they have to take care of it. I called the store again and they denied to help and once again sent me to corporate. I called Verizon support line and every rep I spoke to stated that the store I got the phone from is responsible for switching out the phone. So I called them back and told them I even got an audio recording of the independent stores manager, saying that Corporate is responsible. The Verizon reps and the independent store keep pointing the fingers at each other and I haven’t gotten anywhere. I need assistance.

joby123

Greetings.

I would like the same information. (filing complaints against unethical prices and treatment of customers at a Verizon store.)

I visited a Verizon store in the Arcadia Mall in Arcadia, California run by "Wireless Plus" and was sold a SIMPLE product screensaver for a price double the cost - a 100% markup of $66. The salesman pushed a "lifetime warranty" -the reason for the high cost - not letting me know the "lifetime" meant lifetime of the device - not lifetime. The salesman also left out that the product was non refundable. It only appeared in the fine print on the receipt. This retailer "Wireless Plus" unethical markup of products, products that trick customers with packaging --- along with vague info to lock customers into a final sale reflects poorly on Verizon as a brand and company.

GM112

I was just at the Verizon wireless corporate store in Nanuet NY this evening because I was having issues with my iPhone and wanted to see what my options were and the sales rep helping said “I see you’ve been with Verizon wireless for 23 years, why don’t you go to AT&T”. I was furious. I walked right out. Absolutely insane to treat a customer like that. Absolutely ridiculous to treat a customer this way. I am looking into other wireless providers, I am deeply insulted and offended by that remark.

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