Verizon — Local services in Boynton Beach

Make the trip to Wellington or Boca Raton locations for customer service that prioritizes effective listening to customer concern. I hate to be “that guy” writing bad reviews but I only give them if I had an honest bad experience. I won’t be returning to this store, I wouldn’t recommend it if you have a trick issue. I hope this could serve as a learning tool, if not carry on Verizon. I don’t hate you guys I just hope some kind of improvement can be made.

I visited to simply ask what my hypothetical options would be if I wanted to order a different phone. My specific question was “What would my options be if I wanted to purchase the latest phone, being that I recently purchased the previous model?” The associate didn’t understand this simple question and thought I came in for a price adjustment to the new lowered price of my current phone. Before I could ask what she was doing she was already processing the adjustment which I ended up letting her do since I figure it would be harmless, I was wrong there! It was also obvious that she was new because she required the help of someone who seemed to either be a manager or a like associate. It was not until the process was over that herself, the associate that helped her, and I finally got to my actual purpose of my visit, and of course as I begin to ask questions he speaks over me. He has an arrogant air about him that makes me think that he probably feels he can talk over people just because it’s just a job and and like he knows more or better than you. As a matter of fact some of them seem like they come in to be ready to clock out, which I understand, especially since the focus is sales, but do you understand you’re interacting with paying customers? You never know who could be coming in or what level someone’s knowledge of phones and cellular providers are, you should be treating every customer with the same respect regardless and guide with common respect. Since I couldn’t be phone-less for a period of time, I figured I’d wait nearer to the end of the return grace period so that I would only be without a phone for 2 days while I wait for the new one to ship to me. I just wanted to talk it out with a someone who represents Verizon and be on my way or proceed with whatever sounded like the right thing to do. Well here’s where the price adjustment screwed me over, I couldn’t return the phone for anything and today was the last day I could do so, the associate today couldn’t return it because the phone was “refunded” in the process of the price adjustment that day and all he could offer was that I call customer service. I was transferred to 5 different departments, most of which all gave me different information. I wasn’t able to return my phone because of the mishap this store put me in. I’m not ungrateful with this phone I’m happy to have a phone, I’m unhappy I was not listened to carefully, therefore misunderstood, that already left a bad taste in my mouth, as I appreciate good service as a paying customer, but still that didn’t say anything to me until I went back to this store to return and the store associates can apparently only do so much before they direct you to call customer care (at least this store). Customer care themselves don’t understand why they processed the adjustment and wouldn’t return to the store either; if you think about you wouldn’t do an adjustment until after the return period or the customer confirms they intend on keeping the phone.

Also don’t expect to be updated if you place an order for pickup to this store; I was waiting for an email mentioning it was ready for pickup but it never came until I actually went to pick it up. I guess it’s just “you placed it, come get it” culture for them. If Verizon wasn’t set up where they email you, I really would have just went in.

So I agree with one of the reviews, the associates are probably not hired for tech solutions anymore, only for sales. You might have to call CS for anything beyond purchases and simple returns. Oh wait until sales are handled by automation and/or AI, or limited to...

On December 15th 2024, I had the worst experience at this Verizon location. This visit only resulted in so much headache and stress that I had to chat with an online verizon agent for 5 hours the same day after already spending majority of my time at the Verizon store. But it didn’t stop there because almost after two weeks (12/28/2024), I finally have my bill back to how it is suppose to be and finally got confirmation of my phone trade ins.

Thankfully the online agents worked with me and helped remove all the unnecessary additional charges made on my account. I never plan on ever going back into this store as it seems like they’re only there to charge up your account as much as possible and tell you it’s free because it’s “part of the plan” or “part of the promotion”.

When switching our 13 pro maxes to the 16 pro maxes, we were told that we will get things for free that were part of the Unlimited Ultimate Plan (hot spot, verizon cloud, a new line with no additional cost, etc.). Instead, the hot spot was an additional $10, the verizon cloud $5.99 EACH for the two lines, and that additional line was $25 a month.

Firstly, we were informed we could set up a fourth line and just add it to one of our already set up lines so that would mean one phone would have two numbers at no additional cost. We were explained that we can add this new line and it would just be the same price as if we had our already three lines and we can use this new line to give out when signing up for promotional deals (i.e. signing up for rewards program at Walgreens) to avoid getting spam and robo calls. The way it was explained was to “Think of it like their way for spam filtering”. After confronting this with the sales rep what was displayed on the estimated next bill of all these changes made on our account, he tried to downplay the situation that these services were in fact free and that sometimes Verizon makes the bill confusing to understand. What an excuse.

Had the agent online remove and delete all of these extra charges and it was also confirmed with me that none of these items were “free” and I would continue to be charged.

And to add on top of this new fourth line- a $35 dollar activation fee was charged to the account and charged to my previous bill, making it seem like the bill was past due and I needed to pay it ASAP to avoid a late fee. When I asked the sales rep at the store, he stated that I had to contact the billing department as that was something he couldn’t take off. He tried to claim that it was something I had to pay from my previous bill?? Seriously?? My previously bill was already paid off. The 35 dollar charge was clearly the activation fee for this fourth line and clearly said this on the account balance breakdown. Then after when I brought this up and showed him where it said that, he barely looked at the phone and he told me “don’t worry about it and i’ll waive it for you- but if I see the charge tomorrow, to just come back and i’ll take care of it.” The agent online removed this charge for me the same day, not the store employee- I already did not trust any word he told me anymore.

Lastly, one of the phones that we switched never even got switched to the Unlimited Ultimate Plan like it should’ve which was part of the deal when we trade in the phones for the 16 pro maxes. That one phone kept our previous plan (5G do more). Again, the online agent had to help me again and switch this for me when it should’ve already been done at the store.

This experience has seriously made me question wanting to stay with Verizon but the online agents are probably the only honest people you’ll get working at Verizon that are actually there to help you instead of scam you. It really is unfortunate to be treated this way after being with Verizon for more than 10 years.

Will not be coming back to this location again and hate the fact I was lied to my face and my questions not properly...

You can always count on Verizon employees to change or add something to your account without your knowledge. On this particular day for me, it was Brandon. From the get go Brandon was professional and seemed like he knew what he was doing. I came in to upgrade one of my lines to a new iPhone 14PM and then add the old device as a new line BYOD. Nothing more, nothing less.

As the transaction continued, I could tell Verizon had changed some things. First, I was informed that there is a new $29 fee called “Setup & Go” that is mandated to be added to every customer who purchases a new phone (or so I thought). Cool, not a problem, I said. I know a sales rep’s time is money so I didn’t question the fee. Little did I know, that it is optional. A quick Google search as soon as I got home revealed that; it was now late so I decided I’d call customer service in the morning to see if it could be refunded or added as a credit to the next bill. A $29 fee is not a big deal to me, it’s just the lying to my face that I did not like on the store rep’s part. It took 3 different CS reps but finally the last one said that in fact it is an optional service and if I walked out with the phone still sealed as I did, then I should’ve never been charged. She applied the fee as a credit to my next bill.

Secondly, I wanted the old device (iPhone XR) to be added as a new line with the most inexpensive plan. I needed it added on to the account for my business calls and that’s it; data really was not a concern for this line. Brandon offered the Unlimited Welcome plan and explained what it comes with for only $25/m. It seemed like a good choice so I agreed to that plan. Unbeknown to me, the new line was put on the Unlimited Plus for $45/m. This I discovered on My Verizon app. It was an easy fix that I was able to do on my own. I changed it to the plan I originally asked for.

And lastly, my next bill preview was showing a change in my multi-device protection cost. For months I have been paying the same amount for 6 phone lines. Then the day I come in to upgrade a line and add a new line, it jumps $40. This had to be a mistake so I called CS once again. The rep took some time to look into it and then came back and assured me it would be the same account level amount I was paying originally. I was advised to keep an eye out for the next bill and to call back if it was not the correct amount. I’m not sure if this was a system glitch or a change to the insurance plan, but I will definitely be checking statements more often.

Honesty and transparency has always been what I’ve come to expect from Verizon over the years. Unfortunately, this...