Verizon — Local services in Cerritos

Absolutely awful experience. Went in to potentially buy a new iPhone 13 instead of going to Apple. Worked with Monique. She was super polite and helpful. Was sold on a great deal where if I bought one I would get another free for switching my wife off of AT&T to Verizon. We went ahead and completed this, with all of the sheets and math done in front of us and felt great leaving.

However, after that it has been and continues to be miserable and unfair. The price and monthly payment we were quoted on MULTIPLE TIMES never showed up on the bills despite being told "It will be there on the next billing cycle". Payments were 30 dollars more than quoted.

The saleswomen failed to mention there was a trade in for my old phone, which I had to call corporate customer service about to get fixed.

Next month bill...still wrong price. I go back to the store and wait for almost 4 hours to be told too bad, theres nothing we can do about that that's a billing issue. I call billing, they tell me it's a store issue and someone promising something they can't deliver DESPITE HAVING THE AMOUNT MONTHLY WE SIGNED ON ON THE VERIZON PRINT OUT they gave me in store.

I call corporate again, they send me to a supervisor, she tells me that what they gave me doesn't make sense and apologizes but again professes there's no way we can change the bill to match it. Her suggestion was that I either need to A) get a lawyer or B) WRITE A LETTER to customer service.

Let me be clear, everyone from the store assistant manager, Natesh, to the saleswomen Monique, to the corporate supervisors I spoke to, were excellent people. I have no issues with our many interactions. However in general my wife and I feel lied to, mislead, misquoted on things either by mistake or just to make a sale. We are still trying to sort this issue out and have received no help. We switched off of AT&T, bought 2 new phones, and an upgraded plan...If we pay off the phones to try to switch we lose the discounted deal....and we still have our bill not matching what was promised. Furthermore both sides are saying no it's the other party's issue (Store vs. Billing), neither can help, and we are stuck paying a higher monthly than promised.

I guess I'm writing a letter now.

If I could reverse time I would be going to AT&T on my wife's plan instead. This was not worth...

This review is a 1 because Zero isn’t an option. The service here is substandard and all begins with the Store Manager Julio. When we arrive we were greeted by the guard and then Julio. We conveyed the reason for the in store visit was for my aunt to upgrade her phone. After checking my Aunts credentials we were passed on to Henry (whose name tag was upside down) was moderately helpful. He never asked what model iPhone she wanted but chose the base model for her and seemed to have an issue with my Aunt changing the model HE chose as well as the color of her phone from pink to blue. In the end he still ordered a pink phone for her. Now he did explain that the deal that was only available on online and he would help with the order. Once he got to the payment portion of the order he handed the phone over for use to complete that section and disappeared. We then looked for Julio’s assistance. He promptly explained that they didn’t help with that but explained what the succeeding pages and gave the phone back. Never did he say that’s it you’re all set instead he walked away and joined the conversation two other individuals were having with a possible customer. We asked if that was all and he said yes Once we confirmed we were done we left. When my aunt went to pick up the phone this morning Julio to her that he didn’t have an order for her until showed him her paperwork. He got the phone and handed them over. She asked if he was going to set them up and was told there was an additional fee of $30 per phone. She asked why weren’t we told that yesterday to which he said he explicitly explained yesterday. This was an outright lie! One that can be confirmed by by watching the store footage. The employees take on the traits of the management team and if this is the best Verizon has to offer with their exorbitant prices than I suggest customers jump ship but for sure avoid this location. Setting up a customer phone should be part of the buying process not extra. There definitely needs to customer service training and a personnel change. Paying customers are the reason your business exists. If it were up to me I would have returned the phones and switched...

BE WARNED ! I went into the Cerritos Verizon store as I received a letter that my cellular bill was going to increase this I wanted to see if there was a better plan ( which there wasn't so there was no need to make changes to my current plan ). While reviewing other plans with Julio, he took it up on himself to order the 5G home internet equipment without my approval or my consent. I immediately noticed an additional fee on my account about 30 minutes later after walking out . This Julio guy is clearly taking advantage of people and it didn't surprise me that other reviews have mentioned him and the manager Ricardo. I returned back to the store and I advised the manager Ricardo and Julio that I never approved or ordered 5G Internet service, and the manager Ricardo appeared to not care and told me that it's a free trail ( never acknowledging his employees wrong doing of approving services that I the customer never requested) and there will be no fees if I return the item before the free trail is over. Never once did they mentioned that there is a $45 restocking fee so really your still paying a fee even if you decide to return the item before the free trail . I knew I wasn't going to get anywhere with either Julio or Ricardo per their response and their demeanor during my conversation with them so I called customer service immediately which continue to help me in this situation as I am still dealing with the return of the item. Verizon responder- when are you going to escalate these reviews to the fraud department? It's obvious by the reviews you have employees ( Julio) that are commiting fraud and or taking advantage of customers at your Cerritos store. I have been a customer for 17 years and although I can go elsewhere for the same service and pay less I have stayed with Verizon due to them providing me with good customer service in the paste. I hope that you really look into this store, your employees assigned to this store and...