Verizon — Attraction in Harrison Township

I went into the Harrison, OH location today with phone issues. There was only one guy in the store, but I unfortunately did not catch his name. There were no other customers & he was not busy at all, but somehow he still was the least helpful person I have ever encountered in customer service before. I did not know my account pin, so I called my mom (the head account holder) & she could not remember it either. He basically refused to help, saying there was nothing he could do for me without the pin, which I later found out was a complete & lazy lie. My mom got upset & I handed the phone to him so she could talk to him. She was obviously frustrated that he would not even try to be helpful & instead of talking to her, he hands me the phone & says "I'm not dealing with that. Here." How rude! It is your JOB to handle customers, especially the ones that are upset about your service. I had to call the North Bend store & have the manager over there walk the guy through how to do his own job. That manager, Kyle, was extremely helpful & patient. I guess the guy felt insulted by that, though, because he huffed & puffed about having to call Customer Care to assist us in getting a temporary pin to get into the account. He did not call in & start the warranty replacement mailing process for me as they have always done in the past either. He instead circled a phone number on a pamphlet, handed it to me & told me to call them myself. I asked him what information I would need on hand when I call & he could not even tell me that. Verizon is wasting their money paying this man to ruin their reputation as a company! I will never go back to this location. In the future, I will just go to North Bend as THEY actually attempted to help the guy help me. Too bad he didn't care to listen!...

My husband and I bought 2 phones 2 Otter boxes and 2 screen protectors on Thursday. We were also going to remove a line. We were working with a rep and had a relatively positive experience. I did point out that my contacts didn't seem to be populating in my text messages. Only 27 of 300 contacts were transferred to my new phone. I called Verizon wireless on line and they fixed it. Saturday my husband's $40 screen protector cracked. We also realized that 3rd line wasn't removed. So today I called about the screen protector and mentioned the fact that the line wasn't removed. The rep proceeded to tell me that Russell wasn't able to remove lines. When I asked why a Verizon store wasn't able to remove lines the rep proceed to tell me that it wasn't a Verizon store. When I asked why Verizon was on the marquee he proceeded to to tell me that it wasn't. Then he told me that there wasn't anything that could be done about the broken screen protector other then calling the warranty. Then when I asked to speak to the manager he told me that there was no schedule for the manager.

Look I get it that stuff happens. Mistakes are made. What I'm frustrated about is that I had to call Verizon twice to fix mistakes. Then when I called your store my trusted Verizon rep I was told you're not a Verizon store. Then was told that Verizon wasn't on the side of the building. All I wanted was a refund for screen protector.

I was able to get a hold of the manager. This is not a VERIZON store. This is Russell cellular location. They are not able to remove lines without calling to remove them. They are also not able to return the screen protector. Been with Verizon 15 years and never had this issue....

If I could give this place zero stars I would. DO NOT SHOP HERE! I came here on May 11th to upgrade my son’s phone since his phone was paid off and he was eligible for an upgrade and we also purchased home internet. Jade helped us and she told us he was eligible for an “on us” upgrade where we could get an iPhone 16 Pro for free with statements credits and it didn’t require a trade in. I started getting charged for his phone on my next bill so I called and was told the statement credits didn’t start until the 3rd billing cycle, so I waited. I went back to this location in person to find out what happened after I received my 3rd bill and the charge for new phone was still there but no statement credit. The manager pulled Jade’s paperwork from our transaction back in May and it literally said iPhone 16 Pro on us with bill should not go up other than taxes and home internet service. The manager said they couldn’t do anything because she didn’t write the promotional code on the sales order and that if it were an on us deal it would have required us to trade in the old phone, which I absolutely would have had Jade told me to from the beginning but she said a trade in was not required. They wouldn’t return the new phone and now I’m stuck paying $30 a month for a $1,200 phone that was supposed to be free because either Jade doesn’t time how to do her job or because she lied to...