Verizon — Local services in Casa Grande

Our first visit was definitely a 1 star experience. We came to Verizon 11/29 around 8am right when they opened to avoid the crowd and try to get in and out since we have a new baby with us. We went in the upgrade my phone and have my husband take over my old paid off phone due to his phone no longer wanting to work. Our assistant Liz was rude and unfortunately made this a negative experience. When trying to explain the situation and what are trying to accomplish I’m not sure if there was disconnect or confusion but she seemed generally annoyed and inconvenienced. When asking questions about our previous plan and trade it she had the nerve to say “she’s just giving us all the options and we’re frustrating ourselves”. That should have been the moment that we asked for a different associate but they were decently busy so we just tried to get it all wrapped up and out of there. Because it was Black Friday and they had a promo it included an Apple Watch - we wanted titanium or black, we specifically said anything BUT rose gold. She comes back with the new phone and Apple Watch to our surprise is rose gold. I politely say this isn’t the color or watch we wanted and she wanted to argue that it was. My husband was become irritated because this is the second time she was argumentative. She said she can switch the color but it’s a $50 restocking fee (keep in mind we hadn’t even left the store or unboxed the watch!). This obviously was frustrating and we asked for a manager who ended up waving the fee (she was very nice and had great customer service I wish I caught her name). My husband had made a comment that she has been terrible the whole experience (which she was). She then decided to argue that she hasn’t been terrible and then was less than helpful transferring the phones over after.

We had to come back to get my husbands phone set up because we transferred it just as she half explained and it was still saying SOS. The second time was much more pleasant as Adrianna (I believe her name was) and manager Cisco were kind, very helpful and more than happy to actually listen and help. This would have been a 5 star review if it wasn’t for our first experience with Liz. We will continue to use Verizon but in the future would not...

Anytime we have had dealings with this store its been a fiasco. A couple of years ago we tried to go in and pick up my daughter's phone and was met by a man out front with a clip board saying we had to have an appointment. When we went to the appointment they couldn't transfer her contacts and would only give her an instruction sheet. Swore I would never go back. Ordered my husband's phone and he doesn't want to drive over an hour to another store. So we are going to this store to get his new phone. Went to call and see if we needed an appointment. No local phone number only the national number. Ended up calling it, operator shared that this location does not give out their number and I have to make an appointment through her. What kind of business does not give out their local number? Same fiasco.

Update: Went to our scheduled appointment. We instructed the guy we wanted to transfer contacts from old phone to new phone. He stated that it would take two hours and it would be best to leave it and come back the next day. This is my husband's work phone. He needs it. The guy said the reason it takes so long is because their internet is so slow. This while I'm looking at their display advertising Verizon high speed internet. He gave us a sheet of paper to do it ourselves. If we have problems come back. We asked about an appointment to which he replied sometimes they do appointments sometimes they don't. It depends on how they feel each day. We asked how are we to know if we need an appointment as they don't have a phone. He said we could either call the national number or drive in. We live 35 miles away. He allowed they can't get a phone because all they would get done is talking on the phone. So what we left with was Verizon is selling cell phones and internet. But they themselves don't have phones and can't get their work done in a good time because their internet...

People typically read the lowest review, but PLEASE READ ENTIRE REVIEW. I went in with my son to get him a phone and add the line to our account. Leah was the representative who helped us. I mentioned how we were upset that after 15 years of being customers, our account went up without an explanation. She brushed it off like it was nothing, "Yeah, they are doing it to get customers to switch to the new plans." We are on a very limited income, and when talking with Leah, she could have cared less to look into our military account and try to help us. My son was trying to figure out which color of phone he wanted, but could not decide. After some time, Leah began rushing us because, and I quote, "They need the phones to be put away if you aren't going to make the purchase." So I asked, "Why are you closing soon? What time is it?" She said yes, we close at 6 pm. I looked at my phone and realized it was close to 6 pm, not knowing they had closed so early. No one mentioned the time constraint when we walked in. Yes, I should have immediately said fine. You obviously do not need the sale and walked out. But, it was my son's birthday, and he had been looking forward to this all day. He quickly made up his mind. She did not spend any time with us going over the phone. She made her sale and went to the back. A few days later, I reached out to another representative, Dawn. She was absolutely amazing! She listened to my concerns and was able to help me figure out how we could lower our bill. Going over the account, she actually saw that without even asking me, and after mentioning how our bill went up, Leah put insurance on my son's phone. I was pissed!!! Thankfully, Dawn took that off, and our bill lowered over $50 a month from other things we had on the account and did not need. I am rating this a 1 because no customer should have to deal with Leah's...