Update*
Virgil is incredible. Truly a gem of a human being. Virgil solved our issue to the best of his ability. I feel like we're leaving this store with a new friend!
He was so patient. So generous. A very genuine, and kind soul who listened to us. He understood our issue and worked with us to problem solve the issue.
I am happy. My day was turned from a sh*tty one (separate issues) to a very good one all because of the experience Virgil gave us. I cannot recommend this business enough. A mistake was made, but they worked to fix it.
Thank you so much. Truly, give this guy a raise! Promote him to General Manager! 5 gold stars is simply not enough.
Thank you, thank you, thank you!!!!
Disappointing experience.
I'll explain the good parts and why this isn't a 1 star. Bailey was helpful and polite as were any of the reps we came into contact with.
They were wearing masks (thank you!).
The not so good part, we have waited for months after researching deals and which phones we wanted to upgrade our phones to. We talked to Andy on Black Friday and figured out the best deals and were happy to wait a while for the new phones to be ordered and shipped in.
We called a few times to check on the status of the order, and they were prompt with calling us as soon as they were in and we happily came to the store today to pick them up. However, the details we discussed with Andy were not the same as what Bailey was seeing. Apparently, the phones we have to trade in for the deal are not in a high enough tier. The deal won't work out the way we were sure it would when we spoke to Andy. This is a ~ $600 savings deal no longer on the table. One we waited months for.
Andy apparently is new and therefore I suppose is very inexperienced, so according to Bailey if they were to give us this deal he would have to pay for it (basically they're guilt tripping us for their mistake-not a good sign). We are hoping that by going back tomorrow to speak to the area manager Virgil we can come to a happy resolution. We certainly do not want anyone to lose their job or lose a paycheck especially around the holidays but we're not appreciative of the massive screwup. Again, we waited months for this and now any good deals are no longer available.
Will update this review and will happily give a higher rating if after tomorrow Virgil is able to...
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