Verizon — Local services in Concord

I am going to have to post this here and anywhere else I can until I am given a proper refund. I went into this location to get two know galaxy s10s. Bianca was the sales associate. She gave us multiple cell phone accessories as part of an "instore promotion" they were free with the phones her exact words although they aren't trained to use the word "free". After paying off my phone $280 so that I could upgrade I also added a line. Bianca stated that we still owed another 300 dollars because the new line phone required a "large down payment" my gf questioned it and me being the nice one trusting the associate said no that's probably right so we paid. 3 days later I check my Verizon account and see that there was no down payment placed on the phone which then made me look at my receipt thoroughly. Bianca had charged us for all of the accessories she stated where free. I guess she figured we were black and weren't educated enough to put two and two together. So we go back to the store after not getting anywhere with the manager over the phone. After about 3 hours of debating Dan the manager puts in for a corporate check this is March 22nd. It is now April 26th and we still have not received our refund after my gf witnessing someone getting a refund in store on yesterday April 25th while trying to inquire about the check for the umpteenth time. Now all of a sudden the check was sent 3 weeks ago after no one knowing anything for two weeks. I have been with Verizon for years, I have never dealt with anything more discriminatory then this. I am still waiting on a refund, as no check was received by us nor cashed by us & the story of the check keeps changing every time we talk to the manager. Terrible experience and until it is addressed in the correct manner I will make sure it's noticed. Since my gf initial review the associates have already said that other customers have come in with the...

I came in to seek assistance in putting a tempered glass screen protector on my 7 plus and Chris was the only employee available at the time. I asked him if he could put it on for me and take the adhesive of where the plastic once was on the Otter box. I know taking the adhesive off is possible because Angel did it for me with a previous case. Chris proceeded to take my case to the back where I couldn't see what he did and brought it back out with multiple air pockets and even hair underneath the screen protector where it caused blotches on the screen and was an obstruction to the phone as well as making no effort to take the adhesive off the case. I came immediately back in and a female employee as well as Angel helped me by giving me a new screen protecter which they did so with no air blotches on the screen at all where Chris said "Oh they'll go away in 24 hours" where there was hair and other particles causing these blotches that he failed to pay attention to and clean of as he was obviously trying to rush me out. Angel also proceeded to remove the adhesive that Chris left behind. Ive had good experiences in the past with Derek, Angel, and the female employee I don't know the name of but Chris' rushed and poor effort in helping me today because I assume his shift was over as I didn't see him 2 minutes after I walked by in the store, shows me that all he wanted to do was leave and offer little care and attention to my needs. Very frustrated with his attempt but very pleased with Angel and the other employees attention to my situation and timely and careful procedure in which they helped me. Very frustrated in the piss poor...

I had the worst experience with this Verizon store that I have ever had when getting new phones. They promised new phones for free on the current promotion at that time with trade ins, which we gave them at the time we received the new phones. Fast forward three weeks and I get my bill and no promotion was credited to my account and there were charges for two new iPhone 16’s. Went to the store and they said that they would straighten it out and have the manager call me back, which never happened. It’s ashamed that we no longer have the customer service that we use to. There was a silver lining to this story and it was Alice at Verizon customer care. She took care of the situation the store should have and gave me the credit that was due to me. THANK YOU ALICE! I will never go to this store again because they have integrity issues and poor customer service.

UPDATE TO MY ORIGINAL POST: I wanted to follow up on the terrible experience that I’m still having with Verizon because of the horrible service that I received at this store. They have finally adjusted my account for the credits that I’m supposed to get for “Free Phones”. Now because this store did not input the correct information on my account when I upgraded, I’ve been charged a “trade-in upgrade” when these charges were paid at time of trade in when I upgraded at the store. I can only imagine how many other consumers that used this store, had this problem and never realized it because they didn’t pay attention to...