Verizon — Local services in Freeport

I have been in this store a handful of times for various reasons such as changing cell phone plans, obtaining new phones, etc. I do not live in Freeport, but come back to town a few times per year to visit with family. I do not have a strong opinion either way about the store from these previous experiences.

I had recently purchased an iPad cellular through Verizon back home and when in Freeport I had not realized the new iPads are USB-C and then was in need of a USB-C charger given I had not brought the one that came with it. I therefore went to this store first to see what was in inventory. The price I was told for a generic 25W USB-C charger and a 10 foot cable was over $70 (one of the items was $30 and the other was $35 - I do not recall which was which). Thankfully, I had the Walmart app installed and found that Walmart had Apple brand 20W chargers for $17.98 (everyday low price) and a 6 foot Apple USB-C cord for $19.00 (granted was 6 foot not 10 foot. And it was on sale, admittedly - normal price of $35). Mind you, the Walmart is in direct line of sight from this store. That being said, I went to Walmart and was out the door with Apple brand power items for $36.98.

Again, no strong overall option from a service/customer service standpoint. But, based upon this experience I think their accessories may be overpriced and actually predatory. Why pay more for generic power cords and power bricks when you can get Apple ones at the Walmart 100 yards away for probably less?

UPDATE 10/17/22 Downgrading to one star review. I have noticed a trend whereby every family member who switches out for a new phone is enrolled in the device protection plan either without their knowledge or by being told they “have to”. The following month I then catch this and have to cancel. This does not occur at “real” Verizon stores and is...

Disappointed with Unprofessional and Dismissive Service I recently went to the Verizon store with my grandmother after she had a frustrating experience earlier that day with a representative named Kelly. My grandmother came home very upset, saying that the rep was not helpful and seemed dismissive, so I decided to go back with her to get the issue with her phone freezing properly addressed. When we returned, we worked with a different representative who was incredibly kind, patient, and thorough. They took the time to explain everything in detail and made sure we understood what was going on. However, while we were there, my grandmother pointed out Kelly, the rep she had originally worked with and I was shocked to learn that she was actually the manager. Throughout our visit, Kelly appeared very unprofessional. She was taking personal phone calls, seemed uninterested in helping customers, and had an overall attitude that gave off the impression she didn’t want to be there. When my rep had a question and asked for her input, she came over briefly, pointed at a few things, and then walked away without saying much. It was clear she wasn’t invested in resolving customer issues or setting a good example for her team. I’m thankful for the rep who ultimately helped us, but it’s disappointing that a manager would treat customers and her own staff, with such disregard. Verizon should take a closer look at how their management interacts with customers, because this kind of behavior reflects poorly on the entire store, if it wasn’t for the second rep, I most likely would have taken my service elsewhere. As someone who worked in customer service for 15 years, I would never have dreamed of treating my team or my customers the...

We recently visited this store with our dead 5510L jetpack and expressed our desire to upgrade our device to the 8800L and pay it in full. We requested that by paying for the jetpack in full and any fees associated with it, our amount billed would remain the same. Jacob C assured us they would. We left without new jetpack after paying the device store price of 209, And service fees to a total of $240 paid in full. Later that day, an estimate from Verizon arrived for my next months bill, which was double the price... plus showed we still owed $10 on the new jetpack. It took 4 hours in the phone with Verizon to figure it out. Jacob C did not upgrade, just sold us a new one and left the old one activated, did not inform us they were charging us for a "new plan" not continuing the old one, activation fees which he did not tell us, plus he made a $10 accounting error somewhere in the bill...remember we already paid $209 for a $199 device...and even then we still owed $10. Verizon says they have corrected his errors EXCEPT for the $10 accounting error and I would have to go the 25 miles back to the store. Confronting Jacob C at the store on Friday, he admitted his error and apologized...but would not correct the error. He said, " $10 means nothing to me, just pay it!". I believe Russell Cellular should make good on their mistakes. I cannot in good conscious, recommend this store to anyone! ...