Verizon — Local services in Burlington

If it weren't for Luke's personable banter while we were there with our kids, my husband and I would have given this location 1 star. SO MANY things went wrong it is unbelievable....

Long story short, husband wanted the new Google phone being released the following week. Had to have a trade-in to get the $450 off so I got a new phone so my old one could be used as a trade in (hubby's phone was completely dead and they wouldn't accept for trade-in). I got my new phone that day.

*Never rec'd the phone that was pre-ordered. Was told it was there when calling to confirm the day before scheduled pick up, but was told it wasn't there upon arrival to pick up. No phone call to let him know it wasn't there? Was then told it would be WEEKS until he would receive it. *Wanted to cancel the phone order to be able to get it at a different location. Was told by Store Manager Lucas that we couldn't "return" the phone because they physically didn't have an item there to scan. My husband was also told that customer service wouldn't be able to do anything either. Called customer service himself right in front of Lucas and they were able to "return" the phone (with no item in hand) within minutes over the phone. *In order to get the deal on the new phone, also needed to upgrade to unlimited data plan. Was told by Luke that it would cost us only a few extra $$ a month for unlimited. He worked all of the math out on paper in front of us. Statement/bill just arrived in the mail...$70 more for just the unlimited plan!!! $70 is not a few! *The way in which the plans were switched (8GB to unlimited) led to us getting an overage charge for the month. Customer Service Rep on phone confirmed this was an error on the store's behalf. *Told Luke I didn't want the protection plan, only my husband did....guess what was on the bill when it showed up.

Luke and Lucas did not apologize, offered superficial "band-aids" such as 15% off of accessories and a "free" tablet...that we'd be required to hook up to Verizon data plan at a costly rate.

If it weren't for Verizon's amazing customer service reps on the phone, we would no longer be Verizon customers.

We will NEVER go to this store again. Truly a disappointing, costly, and...

This location should be ashamed of its customer service. I'm generally happy with Verizon as a carrier. I went into the store today to upgrade my phone and add another phone to the plan. Brandon was rude and told me he was going to charge me $20 per line to import my data from my old phone to my new one (we were also upgrading my husband's phone). I've been with Verizon for 3 years and never had a location tell me they were charging me to port my data. I happened to jump on chat with Verizon corporate and asked if this was a common practice. The rep said NO! There should be no charge for this service. I confronted Brandon about it and told him he should not be charging me. He promptly said, customer service can do it, I'm not working for free. HELLLLLOOOOO. This is your job. I told him I had been in customer service for 20 years and this is just part of retail. Mind you, there was NO ONE in the show room. Not one person. I was disgusted by his arrogance. After he learned I was basically chatting with corporate, he seemed to change his tune (with me anyway). Another customer walked in before we were done wanting to buy a screen protector. The customer had a Verizon coupon to use. Brandon told the customer, my system doesn't take the coupon, you'll have to pay full price. This poor kid nodded his head and paid full price. SHADY on Brandon's part and again terrible service.

I feel sorry for Brandon because if he would treat people with respect and do his part to helpful, more folks would return to this location for service and help. He's downright RUDE and slobenly. He did eventually help me port my data, and didn't charge me the $20 fee for his "service" but had I not pushed back, he would have gladly collected the $40 from me for a free service. I hope Verizon does it's due diligence to check out this "premium" store and do a mystery shop specifically on Brandon. There are lots of folks out there that are looking for work and would be happy to have a job. This gentleman cares nothing about providing great service to the people who walk in the door, rather is burdened by the work. I won't return to this location for any else in the...

My son and I upgraded our phones. His phone was available immediately. My phone however had to be ordered. I received a call that my phone was in so I went to pick it up. Picking up my new phone required transferring data from my old phone to my new phone. There were no customers in the store when I arrived. The store manager was assisting me until another customer arrived. I was passed off to a woman that was sitting at the outer counter and the manager proceeded to help the new arrival. The woman assisting me told me she didn't work at that location so she didn't have the authority to take care of everything so she would occasionally ask for assistance or permission to access things. She proceeded to transfer my data. After waiting 45 minutes she asked me to check my new phone to make sure everything transferred. Nothing had transferred so she had to do it again. After waiting an additional 20 minutes or so she finally said my phone was ready. I checked to make sure everything transferred and it had. I left the store and drove home (20 minutes away) only to find out that my phone was not activated. I called the store and the manager said I had to return to the store because there was probably a problem with the phone or the SIM card. I returned and he messed with the phone for less than 2 minutes and said it was now activated. I asked how he was going to compensate me for my lost time & gas. He proceeded to blame technology for the issue rather than operator error. The manager obviously doesn't care about customer service or take responsibility for a problem that should have...