Verizon — Local services in Farmington

Be sure to get things in writing here from Caleb, the manager. Be cautious of what his staff tells you without seeing it, getting print outs and things in writing. If you need a quick sell, upsold accessories and upgraded plans or are new to Verizon, I'm sure your experience will be great. But if you're an existing customer, don't go here.

His staff is energetic but immature and unprofessional. I wasted an hour being "promised" by Hailey G. that she did not/could not have told me what we discussed, immediately after admitting to me she "works with a lot of clients and sadly didn't remember our interaction" from a few days earlier. Not remembering is not a crime. Not remembering then promising me and trying to convince me she didn't say things or I must have misunderstood--not professional or intelligent.

Then Caleb, the manager, after telling me the only options were to upgrade my already unlimited plan to a premium plan (an pay $120 more a month) doubled down as I provided customer feedback on the way his team dealt with situation, that I was "telling him how to do his job ... and that won't happen". Lot of energy and pride here, so get things in writing.

Story: after seeing the Verizon trade in deals, I went in, was told that specific commercial promo had ended, of course, but there were a few other trade in promos going. Of course if I upgraded my plan and paid $120 more a month I could get the better value trade in. I opted for the standard trade-in but was told they couldn't get my particular phone until 3 days later via an order. They said they'd find a phone and call back. No call back.

When I returned to pick up the phone and trade in my iPhone as discussed, the promo had ended and was no longer available. By itself, very frustrating. But then came the unprofessional rambling of "I know I would never have offered a trade-in promo that wasn't available ... there must have been a misunderstanding ... I promise I didn't say that" , again, after admitting she didn't even remember our interaction.

Then the call to Caleb the manager who understandably pushed it off on Verizon corporate. I get it. But with promises to do his best the following day. I received the follow up today with "nothing we can do, but you have options--you can upgrade your plan or buy the phone outright." When I shared the feedback about the unprofessionalism of his team, was when instead of a simple "thank you for the feedback. We'll work on it," he doubled down with "you won't tell me how to do my job ... that won't happen." This coming from a manager who on speaker phone the night before, in front of his employee told me how his options were to "help his staff with what [he] calls a performance improvement plan"--management 101--don't tell customers you can put your team member on a PIP in front of the team member. Lot's of maturing to do.

I'm sure they'll attempt some type of response about how promos are out of their control and they tried to be helpful and I was overly aggressive with his staff--not true nor the point. A simple "So sorry, whether my team screwed up and/or the promo truly did end in the last few days, but there's nothing we are willing to do about it" would have been just fine, and not warranted...

I purchased a new Iphone 12 from this retailer 2 weeks ago. This was a large, expensive purchase and I worked with a salesman named Kaleb. I initially gave him a good review (which was requested multiple times from him). When it came time to close the purchase, which took some time as we restructured my family share phone plan, there were a couple things that happened that I later found out weren't on the up and up. Kaleb told me that my old charger from my previous Iphone was 'okay to use, but not advised'... implied that it could possibly harm my new phone if I used the old charger, so I would definitely need to purchase a charger. He told me that he would sell me a charger and would actually give me a second charger for free... not true at all. He also proceeded to put a screen protector on my phone and said there would be a minimal charge and that they have been know to replace them for free for good customers like me. Now they apparently don't print receipts in this particular retailer, I'm told in an effort to be more paperless, they email them instead. I did not get the chance to review my receipt until later when one of the chargers I purchased didn't charge my new phone. When I reviewed my receipt, I discovered that Kaleb didn't give me a buy one get one free charger, he didn't put a screen protector on for a minimal charge. He charged me 55.00 for a screen protector and full price for BOTH chargers, minus $15 for a 'bundle special'. So basically I was decieved to make a sale for Kaleb. I took the defective charger back to the store and the manager credited my credit card back for the defective charger, minus the $15 discount. I let him know I wasn't happy about it. Last night I went back into this retailer to take back the other charger, as it was also defective. I was assisted by another employee, Katie. She told me that because I didn't have the box that charger came in, I was basically out of luck and they were refusing to refund me for the defective charger! After I spoke to the manager and reminded him that I had to return my other defective charger, he grudgingly allowed Katie to refund the money back to me. DO NOT GO TO THIS RETAILER. I feel like Kaleb did and said what he thought he could to make a sale, especially telling me that I was actually getting one of the chargers for free and then also charging me $55 for the screen protector. I thought my card was being charged for one charger, a minimal charge for the screen protector and taxes for my new phone. I can't believe how I was treated by the manager when I came into the store to get it resolved. Very rude, very poor customer service... and I purchased a new phone from them. Never again... and I will make sure to let everyone I know how I...

Been here now 20 minutes. Only 3 customers in the store, but in this time 2 other couples have entered, waited 5-10 minutes, then left because they were not helped in a timely manner. This store is way understaffed and no sense of urgency for the staff to help waiting customers. Customers are not communicated wait times either; just told “we’ll be right with you” each time someone enters. Yeah right... It appears a guy named Andy is in charge, but he seems to have the least sense of care or urgency of the three employees. Definitely not coming back here again. Recommend you try a difference Verizon dealer, don’t waste your time waiting.

Update: decided to return the Xr for an Xs to this store 72hours after purchase with receipt. Phone was unopened and new in box. All I wanted to do was buy a more expensive iPhone but they wanted to charge me a $70 restocking fee on my unused Xr. Regardless, I was charged a $35 restocking fee (they tried to charge me $70 but the manager reduced it in half). Are you kidding me? $35 restocking fee for an item that was never even opened? For reference, I called two other Verizon stores, they do no such thing for new items. I’m told this is a “Victra” store policy. Stay away from this store and all Victra owned franchises; you will not be treated like a customer. Shame on Cody, Andy, Bryan, Jenica, and their pathetic, unprofessional staff; they were given multiple chances to make this right and failed every time. In fact another couple that overheard our problem came to our defense and told Jenica and Bryan they were being unreasonable with us to no avail. The couple left after the exchange to go to a different store.

Update2: just spent an hour at the Kaysville Verizon store and our experience with Simon and Alex was 100% better. I felt like a customer again! They were kind, attentive, and their fees and policies were far less stingy than Victors Farmington.

Highly recommend Kaysville Verizon. It’s worth the customer service and a far better selection of...