Verizon — Local services in Ellensburg

10/07/2021 UPDATE: Bought my daughter another iPhone (this time it's the 13) - I ordered online via a different retailer so it didn't come with a screen protector. My daughter really wanted a screen protector so she went into the Eburg Verizon and they sold her the same one as last time (it worked good BTW) and she was told her receipt would be emailed to her. The receipt is required for warranty. She didn't get the email with the receipt for several days... so I called them on the phone and the person answering the phone was clearly busy, BUT: they took down my details/concerns and passed it to someone else who picked up the phone and took very good care of me. They stayed on the phone to make sure I got the receipt via email. +2 start vs. my previous review as they did a good job with this recent issue and didn't leave us hanging. :)

As a long time Verizon customer I am super disappointed with this Verizon "authorized retailer" store. Bought my daughter a new iPhone and all the recommended protective gear as well as the extended warranty. The recommended protective gear was NOT cheap but to help us with our purchase decision... we were told each piece (screen protector and case) had a "lifetime warranty". What we were not told was that each "warranty" costs extra if used and would NOT be honored at this store. We had to go to the manufacturer and jump through hoops to get these "warrantied" items replaced. My teenage daughter needed a new case for her $1000 iPhone and she couldn't wait for the warranty process so I told her to go ahead and buy a new one. She was NOT allowed to use my account (which her phone is attached to) and as such she was charged full retail and was not given my corporate 25% accessory discount. So not only do we have to deal with the warranty elsewhere my daughter wasn't given the discount like she was supposed to get. This is a "sell it and forget it" retail location. No customer appreciation, no loyalty, just sell whatever to whoever no matter...

I'm just disgusted. I came to these people with hopes of them being able to help me with a potentially stolen phone. They said, very honestly, that they were not able to help me, that customer service had to do figure it out over the phone. That's not the problem, the problem is how they did it. They were condescending to my wife, who asked for help. She was very upset and asked if we could please just leave. I walked back in and asked for specifics, and instead I was treated to a complete lack of care. These bright-haired, arrogant college kids didn't even have the time to look at me, instead behaved as if I was a joke. Upon getting scolded by me for their complete disregard for customer care, the manager told me to leave his store and that he 'Didn't need this kind of attitude'. Well perhaps him and his employees should consider treating customers with the attitude they expect to treated themselves. I'm utterly disgusted. If there was a .5 star rating, that's the one I'd give them. Bite the bullet and drive to Yakima instead. Seriously, this 'authorized retailer' is downright insulting and not at all...

Highly recommended! As they other reviewers note, Otis is fantastic.

Our CWU student informed us her phone dropped and wasn't working. We are 2 hours away, so I had planned to purchase one locally, then drive it up. My wife did some research, and saw all the positive reviews about Otis, so she told me to go to the Ellensberg store instead. It was a great choice. Otis took great care of us, and our CWU student got a new phone, etc.

Would definitely do business with them in the future.

MODIFIED Review on 2nd visit: I am adding a caveat - DO NOT purchase a screen protector. I purchased a $50+ screen protector. We noticed it had a small hair under the glass shortly after we left. We went back today (~2 weeks later) as the screen protector is warranted. I talked to 2 different staff members, and they informed me that it is not covered, they won't replace it, and to contact the manufacturer. Not at all what I expected. I will order one for $10 from Amazon, as I should have in the first place....