Unethical Sales Practices
Mcrobey
Enthusiast - Level 2

Beware! I was tricked by one of Verizon's licensed retailers, which is not an official store but looks exactly like one. I went in just needing a new phone for my partner. They upsold me pretty hard with an attractive slew of discounts and deals. I was tricked into trading my Moto 5g (new and in great shape), buying a tablet (which I have absolutely no need for) and adding a phone line to it. They promised that if I also bought their watch, I would get a pair of headphones free of charge! This would arrive via email: check it and you will receive the offer in a couple weeks.

That wasn't the first lie I was told by them, but it was the most hurtful. I waited patiently for weeks until realizing something was wrong; there was no offer coming. I contacted the store who demanded we speak in-person, and there is no option to email them. You wait 30 minutes to get help there whether you make an appointment or not. The store informed me the promotion ended but Verizon customer service can still help. I wish the things they said were true. When I called-in I was transferred several times and spent an hour talking to various representatives who felt the store should cover it. None of them intend on fulfilling the promotion. Now I own several new devices I'll never need, and a phone with no headphones or headphone jack.

I have been a Verizon customer for over a decade but today I contemplate changing carriers. Don't assume a building with "Verizon" written on it is in fact a Verizon store, and please for the love of God don't let them upsell you like they did me.

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8 Replies
vzw_customer_support
Customer Service Rep

Hi, Mcrobey. We don't want to see you leave and we are here to help. Let's have a closer look. To confirm, have you checked your inbox and spam folders for the follow up email for the headphones? 

-Lorenzo

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Mcrobey
Enthusiast - Level 2

Lorenzo,

I appreciate your reply but there was no email sent. The headphones-on-us promotion reimburses customers for headphones when they buy a phone, tablet, and watch. Because I was thoroughly confused and downright misinformed of your sales process, I purchased all items except the headphones and waited patiently as instructed. When I followed up with customer service, they advised me to go back to the store. When I spoke with the store, they quickly referred me back to customer service. When I had the chance to call again they stated the promotion had ended and there was nothing they could do. I trusted Verizon and never imagined to be victimized by such predatory business practices.
 

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vzw_customer_support
Customer Service Rep

I am sorry to hear about your experience with your recent purchase, Mcrobey. I would like to take a closer look into this. Please send us a private note to better assist.

-Angie

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Mcrobey
Enthusiast - Level 2

Angie,

Your customer service line was already contacted privately in regards to this issue. They assured me a manager would callback and never did. It seems Verizon is postponing their assistance for as long as possible. Even you are putting the ball in my park, suggesting I should reachout to you and re-state my case which has been well-documented at this point. Your company seems adamant on losing another customer.

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vzw_customer_support
Customer Service Rep

I'd be frustrated too if a call that was promised did not happen. I am sending a Private Note. 

-David

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Mcrobey
Enthusiast - Level 2

David,

I appreciate the sentiment however I never received your DM as it appears you never sent one. Why is it so difficult to have my phone company contact me? You've got my number.

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vzw_customer_support
Customer Service Rep

Hi! We would be happy to address all questions or concerns! Please send us a Private note to get started!*Latecia

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Mcrobey
Enthusiast - Level 2

Latecia,

While it is clear you did not read the parent conversation, you can still make a difference. I know its easier to have  customers DM you, because in all likelihood it will route to a coworker instead. This is evidenced by the fact that none of the representatives who have introduced themselves ever returned with any input. This "pass the buck" mentality happens in many organizations, but seems rampant within yours. Verizon doesn't care about its customers. Prove me wrong.