Verizon — Local services in El Paso

Absolutely horrible customer service!! Misleading! Manager took my name as I entered and told me that someone would get to me just as soon as they could and that there was also a wait because there were already customers there upon my arrival. (no kidding?)

I then watch as the manager interacted with two customer service representatives. They talked about party experiences. I watched as another CSR was on her phone and laughing with someone. She then told the person, okay, I have to go and work. She then proceeded to be the person that helped me. So, after 10 minutes of waiting I quickly realized customer service was not a priority at this location.

I had already spoken with Verizon Wireless over the phone and was about to order the Galaxy S6 Edge on the Edge program. I then decided that I would just drive down the street and purchase in person instead of waiting two days for the phone to arrive.

When greeted, the CSR asked me if I knew the price structure. I replied yes. After another 90 seconds of banter she tells me and also shows me the pricing label under the phone. She stated that I'd be required to pay $179.99 + tax for the phone and then $29.16 per month. The label also showed the $179.99. I asked what the $179.99 was for since online and over the phone I was never told that, she then stated it was to cover taxes for the phone. So, I asked if they planned to Tax the taxes? She said well, "ummm, no...that was all included". I was irate and left the store.

I returned home and called Verizon directly and was told that they had no idea what the $179.99 fee was or why it was being collected. After ordering my phone over the phone, I paid $57.75 for the taxes of the phone. My monthly charge would then be $29.16. That is it, no other fees.

I decided to call and speak with a Manager today to find out what the $179.99 was all about. The person who answered the phone never stated her name, when I asked to speak to a manager I was told that she was the manager (obviously not the same male manager I dealt with yesterday while in the store). After questioning her she finally informed me that the $179.99 is an accessory bundle for the phone. I informed her that I was told that I must pay this fee up front and could not add the phone to my contract without paying for it. After questioning the sales associate as to why, I was told it was the taxes for the phone. The manager informed me over the phone that it is an accessory bundle that they feel is crucial for customers to purchase with their phone. It is apparently not necessary after all. After asking her for her name, she responded with “is there anything else I can help you with”. She still never stated her name. I ended the conversation with “if this is how you run your store, you are going to lose many more customers than just myself”.

This Verizon location at Sunland Park is leading customers to believe they must pay $179.99 up front for the phone and not informing the customer that this actually an optional accessory bundle that is NOT necessary. Caution to anyone interested in purchasing a phone from this location! I have purchased my previous 4 account upgrades from this location over the last 8+ years and never have had a...

• ⚠️❌⚠️Review for Verizon Employees Chris and Jorge on Unsatisfactory Service⚠️❌⚠️• On 4/10/25, I had a very disappointing experience at the Sunland Park Verizon store with employees Chris and Jorge. We went in to clarify the trade-in credit for my iPhone 12 Pro and the monthly payments for my new iPhone 14 Pro. Both my father and I were met with dismissive attitudes and evasive responses made by Chris and Jorge. After paying $855.39 on my IPhone 14 Pro, I learned that I still owed an additional $244.40. When I tried to address, so we’re actually paying for the full retail price of the device and where did that show $800 credit actually go they were never obviously applied correctly, Chris and Jorge became very argumentative and even tried to belittle my father and I. Instead of providing clear answers on the supposed $800 trade-in credit for my previous device, Chris and Jorge frequently changed their explanations and failed to address my questions about how this credit should have been applied. They insisted that the low monthly payment was a reflection of the applied credits, despite my calculations showing that $8.33 for 36 months totals only $299.88 not $855.39. I caught them in multiple inconsistencies, and rather than resolving the issue, they became increasingly upset about the situation. Their dismissive attitudes made me feel underestimated as loyal Verizon customer. This contradiction indicates a lack of transparency and accountability in their billing practices. Instead of receiving appropriate assistance, we were subjected to gaslighting, where we were made to feel as if our understanding of the situation was incorrect. This experience has been vexatious and demoralizing, as it seems Verizon Wireless was unwilling to honor the $800 trade-in credit agreement.

• • • • — 🌟🌟🌟🌟🌟Positive Review for Verizon Employees David, Adriana, and Anthony!!

I placed my phone order at 8am Saturday morning. My order stats was still pending 6 hours later so I went into the store and a female associate (who didn’t give me her name) told that my order was not in stock and that the Verizon app should not have allowed me to place the order, and that my order would just cancel automatically.

This made no sense to me so I walked back into the store and spoke with a different person (male associate who also didn’t provide his name) said that the device I ordered was still in transit to the store - what?! He then told me that once the phone arrives at the store and scanned into their inventory, the order will be ready to be packed, and kept referring to my order as a preorder (this was NOT a preorder)!

I left the store being frustrated to drive 30 minutes back home after wasting this trip and decided to be patient since the store reps refused to be helpful - I had no other options.

This afternoon I chatted with Verizon customer care who advised me that my order was indeed ready for pickup yesterday and advised me to head back to the store even though my order status was still in the “we’re getting your order ready for pickup” status. When I arrived to the store I gave them my name, and they handed my my order without hesitation even though I was advised yesterday to not come back until I get the notification that my order was ready for pickup. The fact they decided to make me wait an extra day to hand me my order shows lack of customer service. My order status didn’t change, and they never marked my order as ready for pickup until AFTER I left the store with the order in hand. Why not just give it to me yesterday?? Why cause frustration on purpose?! Why not strive to provide a positive customer experience? Clearly these people hate their jobs and need to seek other employment opportunities!

Verizon used to be the best, but has lost over 400,000 subscribers this year alone ( likely due to experiences like mine). I’m not sure how much longer I’ll stick with Verizon because my loyalty to this company has run out. I have 5 lines and home internet, but we’re looking at other providers as we spend too much money to be treated like...