Verizon — Local services in Bowie

POOR CUSTOMER SERVICE. Due to canceling one of my business lines, I was informed by a Verizon customer service rep (over the phone) to return my router to the store. Based on location I was informed there were two corporate stores nearby that it could be returned to. Upon my visit to the Bowie store I shared I was there to return the router and dispute charges to my account as the rep over the phone shared I needed to complete the request in person. The rep Brian began to assist. Upon looking into my business account he shared that he would need to get the business manager involved (Chris). When they returned to the lobby to assist they shared there was nothing they could do as routers could not be returned to the store nor could I dispute bills in the store. They recommended that I call Verizon! Imagine that. I am in a Verizon store and I have to call Verizon to get support. Make it make sense. When asked what my next steps would be they both looked at each other, shrugged and eventually shared there was nothing they could do for me in the store. It wasn’t until I grew frustrated and asked for some type of support and advocacy considering I was initially informed to come to them that they agreed to call Verizon customer support on my behalf. Brian looked into my profile notes and seen that a rep on 9/9 clearly indicated for me to drop off the router to a store. While on hold, The businesss manger Chris was unprofessional and began to insert himself into reasons why I cancelled the line due to Verizon not having a data plan that was aligned with what I needed. Chris stated that the amount of data used on my plan would be 150 hours of me watching Netflix and if I decided to cancel with Verizon I would be responsible for paying for the router even though the notes in the system indicate that Verizon did not have a higher data plan package for me and therefore I was recommended to turn the router in! When I requested to speak with a corporate officer to file a grievance I was informed to request an executive report while they were on the phone with the Verizon rep. Upon doing so, the Verizon rep hung up. Despite the clear ongoing challenges, both Chris and Brian began helping other customers and suggested I call Verizon customer service on my own. They could care less about you or providing adequate support to you as a current, long time, or even new customer. Overall, NOTHING was solved...

I would give Zero Stars for this place. I went to this Verizon store have two new lines with my old phone number from the other carrier on Monday, but the sales JOHN wasted my 4 hours and made my old phone lines deactivated, which means I cannot use my old phone numbers while the new lines have not been set up.

Firstly, he got the wrong iPhones for my order, transferred my old phone numbers to those two wrong iPhones. Then he canceled the orders and added my old number to the account of the lady who was sitting beside me. Then he canceled again and tried to activate two correct iPhones with my two numbers. After his serial mistakes, the system crashed and wasted my 4 hours. The store closed at 8 pm, but I got to stay there waiting for him later than 10 pm. Unfortunately, I got two temporary phone numbers and had been charged 4 lines under my account. Both John and his store manager Orlando( I was told Orlando is the Store Manager, but I doubt!) never apologize for this inconvenience and rushed me leaving. John( the sales) promised to recover my old line services the day after, and he never replied to me until I called him. Of course, he denied all my phone calls. I finally transfer my phone number successfully by myself with Verizon customer service over the phone. I work as a first responder and need to stand by phone calls all the time, because of them I got an oral blaming from my supervisor and affected my patients. This is ridiculous. I need to speak to the real store manager for this location, please contact me. I have to cancel all the service which I...

I want to bring to attention the experience I had with Mr. Collins, the store manager at this Verizon location. Unfortunately, it was one of the most disrespectful and disappointing customer interactions I’ve ever had.

I followed the proper process and signed in, waiting patiently for my turn. Despite this, Mr. Collins proceeded to skip my name on the list and continued to assist multiple customers who had signed in after me. Even another customer pointed out that I had been waiting longer and was next in line, yet he completely dismissed me and continued to help others.

What made the situation worse was how unprofessional and dismissive he was when I tried to address the issue. His tone and attitude came across as if my time didn’t matter — simply because my issue was more complex than others. That is unacceptable, especially coming from a store manager who is supposed to lead by example.

A sign-in list exists to ensure fairness and respect for everyone’s time. Watching that process be ignored, especially by a person in leadership, was frustrating and disheartening. It left me feeling disrespected and devalued as a customer.

I’m sharing this so that Verizon leadership understands the experience customers are having at this location. I sincerely hope this feedback is taken seriously and that steps are taken to ensure all customers are treated equally, professionally, and with respect — regardless of how simple or complex their...