Verizon — Local services in Buckeye

Yesterday, my husband walked into this location and asked to buy an iPhone outright as a pre-existing Verizon customer under a 19 year old account with the company. The sales representative told my husband this wasn't possible and that a balance needed to remain on the account in order to finance the phone. After struggling to authorize the account, my husband yet again made a comment about how he didn't understand what the purpose of financing was and asked for clarification, to which the representative randomly became hostile and defensive, saying that my husband "is a conspiracy theorist" who was "insinuating that he was scamming him." I at this point stepped in and asked the representative to evaluate how he was speaking, to which he then looked at me and snapped "I don't need you to lecture me." The conversation became so hostile that another representative, Daniel, had to step in and ask the other representative to step away, to which he refused to do. We left the store without the purchase as I was not going to watch my husband be disrespected for not understanding policy and asking simple questions of the representative. As I left, I asked Daniel what the name of the aggressive representative was so I could file a formal complaint with Verizon, to which he gave the name 'David.' Upon filing that complaint with the human resources department, it was discovered by Verizon that the representative name was not in fact David, but Sebastian instead. We ended up ordering the phone through Verizon while filing the complaint, and Verizon instructed us that the phone was in stock and ready for pick up that day once it was pulled from inventory. Both Daniel, nor Sebastian, actually pulled the order, and we ended up paying $1,000 for a phone they refused to fill the order of. An additional complaint was filed by Verizon themselves once notified of this behavior, and the phone was picked up today in store and given to us by another representative who was professional, kind and explainitory.

While not everyone at this location is hostile, I would avoid conducting business with this retailer or engaging with it's staff. Attacking and insulting is the lowest form of customer care, and when I had to intervine (I'm a behavioral specialist), I was then mocked, interrupted and dismissed. To find out that the only representative that I thought could conduct business in a professional manner actually lied about the problematic employee's name to cover and excuse his behavior just indicates to me that customers are not valued at this location and they could care less about how they impact you and make you feel. I spent three hours driving around to different retailers across the valley trying to find the same phone that was available down the street, and ended up having to spend an additional hour and a half in-between phone calls to Verizon to rectify the situation. My time is valuable and as long standing customers for nearly 20 years, we deserved more respect than we were given.

Please use caution if you choose to proceed doing business at...

I bought the "lifetime warranty" tempered glass screen protector, when I got my phone. Now they have changed their policy. The new policy it so not honor their lifetme warranty after 24 months! Priscilla in the buckeye store told me that it doesn't matter that I bought it before the policy change, I am still out of luck. She said that lifetime, to go wireless only means 24 months.However she said I can pay another $40. Why would they sell me a lifetime warranty instead of a 24 month warranty? Because they know you can get the glass much cheaper on Amazon, and they knew when they sold it to me that it would not be honored.

I asked to see the manager about this. I wanted my money back for the glass I originally bought. I was told he would be in at 1:30. So I made another trip into the store, he wasn't there. I asked when he would be in (again) and was told in about 30 min. So I came back. Eventually she told me that he was not coming in, and he could give me a call. When he called, he basically told me NO. They REFUSED to honor the warranty or give me my money back. Saying they could not do anything due to the new policy.

This store lied to me again and again. I would not recommend giving your money to a company that lies and cheats you out of your money. Thieves!

This is not how you...

If I had an option to leave the Verizon located at 946 S Watson a zero star review, I would. My 84 year old mother and I arrived at this store on Sunday, April 21st, 2024, because I needed a SIM card replacement. All three employees were with customers. Not one of the employees addressed us as we walked into the store, or acknowledged we were there. My Mom and I walked around the store, looking at items, and then seated ourselves to wait our turn. After about 35 minutes of waiting, a lady walked into the store and strode up to the front. Immediately, an employee told her she would be next. I advised him that we had been waiting way longer than she had. He said she had been in earlier, and had to return home for her ID, and he would be helping her first. My Mom and I made the decision to leave the store, due to the unprofessionalism of these 3 employees, and the length of time to get assistance. We went to the Verizon store located at 1580 N Verrado Way, where employees were also with customers. We were promptly greeted with a smile, and Katie went above board to assist me with my phone. She was friendly, professional, greeted us with a smile, and got my matter resolved. She was able to multi task and assist multiple people at one time. I would give this store and Katie 5 stars (more...