Verizon — Local services in Fair Lawn

Very disappointed in the customer service I have experienced here at the Fair Lawn Verizon (Russel Cellular) store. I don’t typically spend the time on negative reviews but the repetitive approach to customers that has now happened multiple times at this location seems to be more than a bad day or busy day.

At their busy location, wait times are common, so I know that going in. Today I went in during the late afternoon with at least 2 staff and I was the only customer at first. I went in to replace the screen protectors for my daughter’s and my phones. We have bought both phones and protectors at this location. We were talked into buying the screen protectors from them when we purchased the phones, sharing their quality was superior (has not been our experience). However, I complied because I do value supporting brick and mortar businesses and thought with the replacement plan with the purchase of their screen protector it was probably worth just buying from them and supporting business. I also value having a place to go with people to talk to in person, when we need help with an issue with the phones or trying to purchase new phones.

Unfortunately, the experience today reinforced a seemingly common practice for this store versus a busy day with tired staff.

First, they couldn’t find our account under my number, my husband’s number, or my name. I was then questioned if we bought the phones at this location. After I had already shared we had bought both the phones and others at this location and the screen protectors as well.

Then the staff member said they were going to be $15 each, I shared under our contract they were to be $10. He said, it changed they are actually $20 and you’re supposed to do not online now, but you can bring them in and we will help you put them on. I said this is the opposite of what I was told when we purchased the phones and protectors. They were $45 with lifetime replacement at $10 and we were told they no longer can help put them on. The two staff members then claimed I was wrong, (dismissing and eye rolling included) and that has never been the case, we always help put them on.

When a new customer came in with the same issue and the same questions, my understanding of the issue was validated! This does not seem to align to typical practice of Verizon to not honor the contracts, so it may be more of a Russell Cellular or Employee issue.

The whole experience is leaving me to find another Verizon store or just work with someone online as any added value of in person business was...

I visited this Verizon branch to set up services for my new business, including internet, a landline, and mobile services with a promotional cell phone offer. Unfortunately, my experience was far from satisfactory. I specifically inquired about the iPhone 16 Pro, which was available for online orders, but the staff did not inform me of this option and led me to believe that Verizon did not offer the 16 Pro. Instead, I was given the standard iPhone 16. When I asked about it, they said they have no idea about what the Verizon online deals are as if I am talking about another company's promotions.

Realizing the mix-up, I returned to the store within 1-2 days to rectify the issue, only to be charged a $50 restocking fee. When I requested that the fee be waived or alternatively, asked for store credit to purchase some accessories, my request was bluntly declined with a rude and sarcastic demeanor from the staff.

Additionally, the staff failed to create an account for my business and attempted to sell me a wireless internet package, incorrectly advising me that there was no difference between Fios and wireless internet, which is misleading.

Overall, my experience at this Verizon branch was very disappointing. The staff seemed more focused on extracting money rather than providing informed or helpful service. I would advise avoiding this location due to their dishonest and unprofessional behavior.

It's important to note that the practices and behavior of the staff at this particular branch do not seem to truly represent the overall values and customer service standards of Verizon as a whole. This experience was disappointing and not indicative of the quality one might expect from the...

Absolutely terrible! Do not do any business here at all!!!!!!!!!!!!!!!!!!!!! I came in to the store was talking to one of the reps there. We were discussing a 1 line plan that was 80 a month and Rep very clearly told me several times that I would get the iPhone 14 with the plan for free. I didn’t have my drivers license that day so I told the rep I would come back the next day being today and Rep told me he would be there first thing in the morning. I was at Costco before I went to the Verizon store and Costco has a Verizon stand in the store and I spoke to a rep there who confirmed the same deal but if you get it at Costco you get an additional 250 gift card. So I called the store to see if they would match and spoke to I believe based on other bad reviews probably a Mike or Jeremy or John. And this guy was condescending and extremely rude on the phone. First of all he told me that the deal only comes with an iPhone 13 not a 14 which he is wrong about. And then he has the audacity saying that he can’t handle me right now with a question because there are other customers in front of him. Then why answer the phone? I will certainly not give any business to this store at all. And highly recommend the sales reps here get better training. Do...