Verizon — Local services in Berlin Township

I was this close👌🏾to giving a ONE STAR at this store, and here is why. On June 3, 2019 I walked into Verizon around 10:50am. There was one Verizon sales man and he was helping a customer, I walked around for about 15mins, even past his desk and not even a single "Hi welcome to Verizon, I will be with you as soon as possible"... not one word to acknowledge I was in the store. So I sit and wait...At 11:41am the salesperson decides to look my way and ask, "how could he help me?" I say, "I would like to replace my phone with an upgrade. He says, "okay, another employee will be here around 12 and they will assist you, if I'm not finished with my customer by then." I say ok and wait. (I say to myself why is it taking him so long to finish ??). So I pay a little more attention to the conversation and listen to them chat about everything but the phone. At 12pm the female employee comes in and walks right by me without saying a word to me. She sits down and pulls out her cellphone and never bothers to look up and ask me if I am being helped. 10mins go by and still nothing, she is still on her phone as I sit and wait. At this point I'm fed up, you could hear it in my voice when I spoke and see it in my body language that I was not happy with what was going on. Neither of them attempted to rectify the situation. Around 12:20 (after waiting for 1hr and 40mins) CARLOS comes in. HE IS YOUR SAVING GRACE as to why I could not give a one star. Carlos comes in and says, "hi welcome to Verizon, are you being helped?". I replied in an extremely unhappy tone saying NO. He says I'm not clocked in yet but while we wait for me to be able to, come on over and we can talk about what kind of phone you are looking for. My attitude did not affect his decorum as he proceeded to assist me.(he completed my purchase at 12:50, those 30 mins made a difference). He went above and beyond to turn my attitude and perception of how I saw this workplace. I also informed him that his actions and responses to me turned my mindset around from giving a 1 star review. I explained to him about the hour wait and the lack of customer service the gentleman gave and how the young lady sitting next to him walked by me and hadn't said a word (she is still on her phone at this point.) She tucks her hair to the side of her face I'm standing on amd does a little huff with a smirk, like she could give to craps of what I thought about how she preformed her job. When leaving she still didn't speak after looking me in the face right after my conversation with Carlos. AND the first salesman was still with the lady from when I walked in. YOU NEED TO DO BETTER! find employees based on quality..... focusing on the quantity of your employees means nothing when they come to work and show no professionalism. No one force them into this job nor, did anyone force them to come to work. So, either do your job right or don't bother coming in. I would never allow any of my employees to preform in such a lackluster...

I wouldn’t even give this store or its employees ONE star. This is BY FAR the worst Verizon and needs to be shut down. Almost 4 months ago in October I paid an early upgrade fee to trade in my device and was told as long as my phone was in good working condition they would send it back to the warehouse so I didn’t have to pay off the remaining balance to get the upgrade. This employee (who I was told over and over again) that doesn’t normally work in this store and apparently used someone else’s log ins to help with my transaction took my phone and boxed it up to send back. I WATCHED him put a label on the box like it was going to the post office. Fast forward two weeks later, I’m getting calls and emails from Verizon corporate that my device has not been received and if they didn’t get it within another week, I’d be charged the balance. I called this store time after time after time after time to be told they have no idea where my phone is. They don’t know what happened and would have to reach out to said employee who helped me and would call me back. NO ONE EVER RETURNS MY CALLS! Last week I called, gave them a hard time because now it’s Christmas and I can’t afford to buy presents AND pay a $700 bill because YOUR TEAM screwed up! I was told that the “general manager” was aware of my situation and was handling it. Now we’re almost TWO WEEKS from that phone call and guess who I have not heard from? This is criminal. No one is being held accountable and not one person has given me ANY helpful information about what has happened with my device. Now I’m risking having my phone cut off because the bill is past due. Not only do I need my phone for work but I shouldn’t have to pay for something I didn’t do. Every single staff member I’ve spoken to has an “I don’t know, I don’t care” attitude. This is absolutely unacceptable and guess who’s now going to drop Verizon? Shame...

Rodney was very informative and help guide me in the right direction.

Update: although the gentleman above did his part, when i went back to turn in my phone. I dealt with another gentleman whom had no knowledge of my original discussion. i feel as though Verizon took full advantage of me on my trade and the advertised deal. Details: Back in January i decided to trade my iPhone 11 Pro Max and upgrade to a 15 pro max. This was in part due to a TV ad. I explained on my first visit that i wanted to trade BASED on the tv ad. The gentleman explained he had no knowledge of the ad, but would upgrade me to the 15 and honor any ad noted active during todays transaction. The contract was signed and He allowed me a month to turn in my iPhone 11. Three weeks past and i turned in my 11 as promised expecting to receive the deal based on the tv ad which brought me in. This time i dealt with a different representative and I was told there was no ad at the time, meaning i would pay full price for the 15 and receive $200 trade in value for my 11. If i would have been told that up front, i wouldn’t have signed the contract and taken the deal. i could have gotten more off of eBay. This was a sham...