Verizon — Local services in Arcadia

On Black Friday weekend, I came with my family to add 6 lines to my family plan, what was supposed to be a normal routine process turned into a massive ordeal with a bunch of lies and bait and switch fraud.

We worked with two separate people, Carlos and Sophie (or Sofie). Carlos was new and he was very patient with us and helped us to the best of his ability – he did great.

Sophie on the other hand pulled some extremely shady tactics.

1. She added a Verizon home internet to our plan and forced us to take home the internet box. This was NEVER discussed and we never agreed to it. When I confronted her about it, she said “oh I thought you needed it”. This is so wrong and Carlos even had to offer to return the box himself because apparently you have to mail the internet box in and not return it to the store. Note that she made this entire change UNAUTHROIZED. She stated that I needed to call Verizon myself to cancel it but I made the store do it, and Carlos spent a good 2 hours of our time having to figure out how to cancel it. Why would you do that to your customers and employees? Why would you assume we need internet? I live in San Francisco and wired Verizon internet is NOT available and she said that it was (you can google this yourself).

2. I waited a couple weeks but I noticed that she added device protection to all 7 lines on my family plan. This was also UNAUTHROIZED. We explicitly stated that we didn’t want device protection and it’s a good thing I checked my bill because it was there and we would have been charged an extra $70!!! Why are these employees making unauthorized additions to phone plans?

3. We were offered a promotion for porting our lines in to receive a Verizon gift card if we purchased $100 of merchandise from their store for each line. We were unable to complete the process on the first day we were there but Sophie said we had to make the purchase before leaving that day. We added 5 lines so we asked if she could charge us for $500 in merchandise, she actually charged us for $800 in merchandise, some of which we learned was NON REFUNDABLE. It was only until I did the math on the receipt that I learned she overcharged us and we had to go back and speak to the manager to reverse this (Note: this was the THIRD trip to the store). She also said that this promo was applicable for ALL tiers of the plans when it was only applicable for 2 of the 5 tiers of plans that we got! Scammed for another $300!!

4. They also said we were unable to downgrade plan tiers, this was also a blatant lie and misinformation!

It is really sad and pathetic what people would do just to meet their sales goal to make a couple of bucks on their commissions. I strongly do not recommend coming to this store (and if you do, try to see Carlos only). This store is trying to scam their everyday customers with no respect for their time (we spent nearly 12 hours over 2 days in this store). I have been a Verizon customer for over 10 years and have never seen service this terrible. I will only handle transactions online...

What can I say but, THANK YOU!!! I was literally struggling so much with my old iPhone 13 Pro Max because it was time for an upgrade. The battery was dying fast and my charger was no longer charging the inside of the phone, which I also found out that The phone was no longer to charge. I went in for a new upgrade and Jonathan was honestly the most helpful Verizon worker that I've ever met in my entire life. We have been with Verizon for many many years. We have also worked with many Verizon employees who have sold us different phones every time. But this experience was probably the best experience I've ever had the opportunity to be a part of. Jonathan did not treat me like a profit or like a random stranger, he treated me as if he was taking care of family, which is something every business should do for their customers! He was so patient with me and broke down every step-by-step of the cell phone plans and any additional fees that were included which a lot of people hate hidden fees, but he was very transparent and showed me what each fee was and what to expect for on how my cell phone plan would change. Even when my phone wasn't transferring all the photos to my new one, he helped me out to re-transfer all the photos to my new one. Every store needs a Jonathan like this man here! Thank you for Verizon wireless for hiring such an amazing employee who literally has the most patience on earth and treats every person that walks in through the door with the upmost respect. If the store ever needs a new manager or needs to promote an employee, that definitely needs to be Jonathan. Because he handles everything...

Went into this store during the holidays and was pretty busy but Sofi managed to take help me out efficiently and helped me upgrade a few devices. She was making recommendations along the way on the types of lines, phones, screen protectors, and cases which helped me a lot since I’m not really tech savvy. Overall it was a great experience and will visit again...