Verizon — Local services in Coal City

I'm not sure how this store has such great reviews, unless those are before this location started hiring teens with absolutely no training. My husband and I went in on January 28th to upgrade his phone that was on it's last leg. There was only one person working and she was assisting another couple. The Verizon associate admitted out loud that she has only been working there for 3 months and really didn't know what she was doing. I was worried but wanted to give her the benefit of the doubt because we all have been there. We waited 25-30 minutes to be waited on. When it was finally our turn my husband explained he needed to upgrade his phone because his would not charge anymore. The girl explained that getting the new Galaxy S24 series would be cheaper than getting last years model, didn't make any sense but whatever, not her fault that Verizon is pushing for the newer model. So my husband would get to have the latest model which was ok. My husband had to pre-order the new S24 as it wouldn't drop till the 31st. The girl told us that she placed the order and we could expect it in about 1 week or the following weekend. We then left the store thinking everything was taken care of. A week and a half went by and we did not hear anything from that Verizon store about my husband's phone arriving. Finally my husband went back into the store to see where his phone was. That same associate was there, alone with another man. My husband asked the girl to look into the problem and explained that he really needs his new phone as his current will no longer charge! She told him that they do have the new models in stock at their store but that to perform an upgrade takes about an hour and they were closing soon and would need to ask her co-worker if he was okay staying late. My husband told me that he was there in the store around 6:15ish and the store hours say they were open until 7pm, this girl told him they are closing at 6:30.The guy who was also there working, jumped in and waited on my husband to into the problem and saw that the girl did not place the order for the phone until February 6th! That's 9 days after we were in there to order it! He said that the phone should be there the next day. My husband inquired about just purchasing one of the new models they had in the store but that man said because he already ordered the phone, they could not cancel it and it would be impossible for him to get a phone from the store. Suggesting that a swap was out of the question, which doesn't make any sense at all as we haven't paid for anything yet. I don't understand why they couldn't let him take a phone from their inventory and once his phone arrived at the store replace it in their store inventory. It made it seem like they just did not want to deal with doing an upgrade that evening. In my opinion, I feel as though we were lied to. Also..and this is just my thoughts, if someone walks into your store BEGORE you close...you MUST wait on them despite how long it might take! My husband and I will not be returning to this location after this experience. PLEASE TRAIN...

I have been doing business with this store for at least 4 years and have always had good friendly and helpful service until last week. My son was a having a problem with his iPhone 8 shutting off by it's self and not showing when phone calls were going through. He went into store on Wednesday January 31 and Amanda helped him do up a updates and factory reset. She said if this didn't help to come back in and she would help him call Verizon to get issue fixed. We have the monthly protector that we pay for. The factory reset didn't work so he went back into store to see what they could help to get fixed. When he went in the guy was playing with his phone and no one was in the store. My son Ken explained what was going Christopher Baron looked at the phone for 2 minutes and told him he would have to go to a Apple store to get it fixed and the Apple stores are always busy and will take a long time. Ken left the store unsatisfied with the customer service. He called Verizon and told him about the service he received at the store. The tech there apologized for the way he was treated. Was able to overnight him a phone and he got it. Amanda has always given my family great customer service, it's what keeps us coming back and updating phones as needed and buying accessories. After the way my son was treated we will think about coming back. Someone needs speak to Christopher Baran store manager about how to give customer service if you want people to come...

Staff member is very uneducated. Tried to sell me something I did not want. Suggested troubleshooting answers from an automated system and did not give myself or any other person waiting individual attention. "It's ok, I can multi-task" while helping someone who came in well after I did. I was the second person in the store (in line), And the 5th one helped. Customer service was terrible. Employee gave me nothing but attitude. Told me I had to pay off an amount on a phone that I purchased outright 2 years ago. She called customer service and they told her I didn't owe anything, this is where the problem begins. She tried to get me to fork over 300+ dollars for no reason. Apparently she's been doing this for "years" and never heard of it. Lack of knowledge = poor customer service. Also she overheard me speak about my personal life. She then tried to pry into personal life suggesting things. The Lack of professionalism ensures I will never come back to this location. Female employee working Sunday April 10th. If any management reads this and wants to correct the problem at the source. All in all she told me she couldn't help me, after waiting over an hour in store and telling me "we will get you taken care of" in between helping everyone but the people who were...