On Sunday October 25, 2020, I went to the Verizon store at Westshore Mall in Tampa, Florida to inquire about upgrading to a new iPhone 12 Pro in silver. The sales representative told me they would need to order the silver iPhone 12 Pro to be picked up at the store in about 2 weeks. The sales representative said they would place the order and would give me a call when the phone arrives in the store.
The next day, I called the same Verizon store to inquire about the increase of $67.51 in my monthly bill statement. I spoke to a sales representative named Drew and he informed me that this is just a “preview” of my next bill statement. I told Drew that no one informed me that my account statement would be impacted. Drew responded by saying “you sound young and you already own an iPhone, so I am sure the sales representative assumed you knew how the monthly payment process works.” He then explicitly asked “how old are you” to try to confirm his hypothesis. I was absolutely appalled that Drew asked me my age and he thought my age was the reason why I did not receive proper service from the sales representative the prior day. During the entire conversation, Drew interrupted me and spoke in a condescending manner.
I immediately contacted Verizon Customer Service Support to report my experience with Drew. I was connected to a customer support representative, Chris, and shared with him my story. Chris said he would “make note of the sales representative asking for my age” but was more focused on addressing my account statement. I then asked to be connected to his manager. Chris connected me to his manager named Sam. I confirmed with Sam that she was aware of the Verizon sales representative (Drew) asking me for my age, but she was more focused on my account statement. When I again brought up my displeasure of being talked to in a condescending manner, assumably because of my “young tone of voice”, Sam hung up on me.
I am extremely disappointed in Verizon’s handling of this matter. I have been a loyal Verizon customer for years and I am completely dissatisfied by Verizon’s actions from the sales representative Drew, to Chris the customer service support representative, and the customer service support manager, Sam. Because I’m uncomfortable returning to the Verizon store at Westshore Mall to pick up my new iPhone, I canceled my order. Is there anyone at Verizon a woman can trust?
I'm sorry you had a poor experience in the store, Wolfpack2. I can lift this feedback up to our leadership team and they can address the store internally and the representatives that worked ton the account. Please send us a private message.