I went on July 7, 2023 to move to Verizon from T-Mobile they charged me 800 something for accessories and the phones set up I return almost accessories except the screen protector because they wouldn’t refund me my money because they installed them on my phones when they told me it was “FREE”. I trade in 2 phone at an actual Verizon store everything appears on my account then I try to trade in another phone they say no we can help you, you have to go to victra so I go and trade in the phone and nothing appears on my account about the trade in, in the billing section of documents and receipts there is nothing there I called Verizon they said to wait 5 days this is the 5th day a nothing appears that they actually summited the trade in…. Don’t go to the victra in Norwalk CA they will rip you off!!! They better send the phone to Verizon warehouse so I can get my $1000 promotion add to my bill because that was the promotion to trade in my old phone to get the iPhone 14 pro max..I need this problem resolve! I’m regretting switching to this company because of victra awful service thinking they were Verizon, not an authorized retailer.
We're sorry to read about this situation regarding the trade in. We would like to take a look. We're sending you a private note. ~Peter
I visited the Victra store on Pacific Coast Highway in Torrance to upgrade my phone and my parents’ phones. After transferring the data, the sales person proceeded to place phone protectors on the phones as well as the phone case. I upgraded to a Samsung Galaxy 24 Ultra, and I later found out that the protector that was placed on my phone was the most expensive one. He also added a camera lens protector. Based on our conversation, it sounded as if the phone cases and lens protector was free, since it felt like he was giving it to me. He did not ask me if I wanted a camera lens protector. He simply added it to my phone. He did not give me a receipt, nor was one emailed to me. After I paid and finished my work call, I realized that I paid a lot. So, I went back to the store and asked for a copy of the receipt, where I saw that the phone cases and lens protector was charged to us. I also saw the actual price of the phone protector. I asked another employee and he said that there was another phone protector option for the Ultra, which was cheaper.
I ended up adding the Samsung tablet and watch, because the employee said the total was $15. The total was not $15, and he failed to mention there is a $50 re-stock fee. The employee also said that if I called Verizon, Verizon would waive the $35 one-time charge. When I called Verizon, I was told that Victra had to make a note on my account that the fee is waived. I tried to get in contact with Victra over the phone using the phone number the store provided to me, but it went to Verizon customer support. Verizon customer support tried calling Victra multiple times, but no one answered the phone. I was also told by a different Verizon customer support agent that if I wanted to waive the fee, I would have to do so in person.
We visited the store again to speak with the manager. An employee told us to call her at 2:30, which we did. But the Verizon customer service agent could not get in touch with Victra.
I have wasted so much time and money.
@Dsk4 wrote: We visited the store again to speak with the manager. An employee told us to call her at 2:30, which we did. But the Verizon customer service agent could not get in touch with Victra.
DsK4, that's not an ideal experince and we want you to enjoy upgrading your device. We've sent a Private Message so we can gather a few more details, and see what we can do to help.
-John
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