Verizon — Local services in Covington

I went to the store to get a new phone. I had called Verizon support before arriving at the store due to previous experiences. I had hoped to make it as easy as possible for the employee to make the transaction go smoothly by contacting Verizon support before hand. When I talked to Verizon support the person gave me specific instructions and made notes in the system so the store employee would have notes to refer to during the process. I went into the store and explained what I wanted to do. Before I could get finished the lady (big and tallest black lady that works there if this helps someone to know who not to ask for) said they couldn't do it that they have rules to operate by and I would have to call Verizon support. I asked her that if I contacted Verizon support and Verizon support said to go ahead if it would be a go? The store employee said yes, that Verizon has the ultimate say and the store doesn't on this matter. I then asked her to look at the notes that was put on my account earlier by Verizon support. When she looked at the notes that specifically gave the ok and detailed instructions as to how to go about the transaction the store employee became unprofessional. I asked her several times in several different ways to please call Verizon support and I could have them on speaker to clear up any confusion. The store employee then would only say "no, we cant do that" we can only do what Verizon support allows us to do. After a frustrating conversation I asked her if AT&T sold the same phone. She informed me that they did so I started to the AT&T store. (what kind of employee sends business to the competition?) On the way I decided to call Verizon support back and let them know what happened. After a 5 minute conversation (due to NOTES that was already on my account from the previous call) I had the phone on the way to my house. It wasn't what I wanted due to the fact the phone was meant as a Valentines gift, but I guess its better than having to deal with the store employee again. Its sad that employees like her are at the store because it ruins the store. However, I have ran into several other employees over the past year or so that's just like this at this location. I've never written but one other complaint post in my life as I believe it doesn't make much difference in the end. This time I feel that its necessary . Its been over 24 hours and I have still have strong opinions about this experience and that past ones as well. My vote, get a new store manager that can control their employees and that can hire employees that's interested in more than just trying to...

I had the absolute pleasure of being assisted by Willonta at Verizon and I must say - his service was nothing short of outstanding! When I walked through the doors, I was fully prepared to leave the company. Along with previous situations, Verizon had placed a $1200 charge on my account for a phone I no longer needed or wanted and I was beyond frustrated. But then I met Willonta and everything changed. From the moment he greeted me, Willonta handled the situation with professionalism, empathy, and confidence. He listened to my concerns, clearly explained what needed to be done, and then went the extra mile by personally getting on the phone with Verizon to advocate on my behalf. He didn’t rush the process or leave me to figure it out alone. He walked with me step-by-step and made sure everything was handled properly. By the very next day, the $1200 charge had been removed from my account! Knowledge, patience and dedication turned a negative experience into a very positive one. He not only saved me from leaving Verizon, he restored my trust in the company. People like Willonta are rare and Verizon is incredibly fortunate to have him on their team. Thank you, Willonta , for your outstanding service. You truly went...

Not the best experience at all! Marvin was my agent if I’m not mistaken. He wasn’t helpful at all, I bought a new iPhone 15 Pro Max and he asked me did I need a bag? Really!? I wanted a new case to go along with the phone he wasn’t any help to me when it came to which was better than the other. Every case I asked about wasn’t in stock because of Christmas sales. Telling me what was in stock before hand would’ve been helpful instead of wasting time. After that I wanted a privacy screen protector, they didn’t have any so I asked him for a minute to see if a store nearby had one. While calling them he actually walked away with the case and came back with a young lady who I eventually learned would be taking over helping me because it was time for him to get off. Who leaves in the middle of a sale ? He didn’t even state to me that she would be taking over or helping me with my purchase. I ended up leaving without the case because she also went to the back and didn’t come back either. ATP I’m not even interested in the phone because the service was terrible! Never again, I’ll go to Conyers or...