Verizon — Local services in Gainesville

Oh Verizon! The location is convenient to my home however we will probably never step foot in this store again. My husband and I are first time Verizon customers we just made the switch from Sprint. This particular stores employees left much to be desired. I came in to pick up my husbands online purchase which he did via the online chat system. The lady told him that I his wife would be able to pic up the devices in about 2 hrs. So I waited the 2 hrs and then headed out to the store, my husband was at work. I get to the store and they are a tiny bit busy. There are 2 employees on the floor helping customers. I was not greated at all there was no check in system. Finaly about 30 min later an employee aproches me I tell him why I am there and he looks as if he has no idea what im saying like i was speaking a different language. He says to me oh well I dont see an order let me ask my manager. While he goes to the back room 3 other employees come out. Why were they not assisting customers before? What were they all doing back there. None of them asked if I had been helped. Then my sales person finally comes out with a bag. We walk to the counter and he says you can not pick this up it has to be your husband. I said ok well the lady we spoke with said it would be fine for me to pick it up. Her information is on the sales receipt do you mind calling her or figuring out something (at this point I have been there for an hr now) and already waited 2 hrs to go pick up the phones because they were to have ported our numbers over by now. So the manager comes over whom mind u was one of the employees from the back who was not out helping this entier time. She offers to make me pay for them and put them in my name. Obviously this is not appropriate behavior why would that be more convenient for me? Why would that help at all? I asked her if theres someone she can contact. She replied no that this is security thats why they do that. Ok well i have now waisted 3 hrs of my time and they close in an hr. So my husband had to leave work early to come get our phones. The store manager informed him that it would take to long to port the numbers over and that we could return in the morning. Yet I paid a 30.00 activation per line and when we left the store the phones were not active. We were told they would be thats why we had to wait to go get them. So we get home and then we are on the phone with Verizon customer service for more than 3 hrs. Activating and porting my own information. This has been the worst experience thus far with any phone carrier I have ever had. So Sprint called me today they say come back we will give u 400.00 to do so. Why not? They have better customer service. They may not have the best service but at least they value my 10 year relationship with them enough to call me and ask for me to return. Besides verizon has a 14 day return. Guess the phones...

We came into this store to open one business line of service for a new location our company was opening up. The business rep happened to be there and told about some amazing offers that convinced us to switch our 3 personal lines to Verizon as well. While the majority of what was told to us turned out to be true, one big misrepresentation was the following: the customer service rep that helped us out told us that we could trade in our two iPhone 7's for two iPhone Xs' and we would get $300 in trade in credit for each one. We didn't have our iPhones completely backed up that day, so he said that we could come back within 30 days and trade in the phones to get that promotion. We came back less than a week later and turned in our phones. They were in near perfect condition due to having cases and screen protectors the whole time we owned them. Our CSR was not there, so we dealt with someone new. He entered in our phones into the system and printed out a receipt that said we would be getting back $195 for each phone for a total of $390 (not $600). I questioned him on this and told him what we had been told by the last person we dealt with. He said once the phones were returned to Verizon, they'd update the rebate and send us a gift card for the correct amount. Gift card came through that same day and was for $390, not $600. I called Verizon corporate customer service and explained to them what was going on. They said they couldn't do anything and the store was in charge of promotions, so they got the store on the phone as a 3-way call. The woman from the store who spoke to me on that call was extremely rude and unprofessional and basically called me a liar after I explained what I had been told. She said there was never a promotion like that and I must have misunderstood. Both my husband and I misunderstood two separate reps (the business rep and the store rep) telling us about the $300 trade in for our phones? Not likely. We have opened additional lines of service since and we refuse to return to this store. The Ocala store has much better customer service. To top it all off, both the store rep we dealt with and the business sales rep gave us their business cards and told us to call with any questions or issues and neither of them would return any calls to discuss this issue and also when we tried to add additional lines of service. All of this happened in mid-late October 2018 and rehashing it is making me want to switch back ...

The reason I give 3 stars instead of 5. Is the wifi an 5g home is good service where I live. The other reason is that I've been charged with activation fees on three devices that I paid for in store. A 49.99 phone the was shipped to my house on December 6 ended up at the store instead with a number already on it. They sent a 5g home wifi to cedar key an are charging me to pay 214.00 on it when my address is now in cedar key. I was told auto pay plus 5g home wifi an two phones would be 190 month till phones are paid off. I spent 200.00+ at the store for activation fees that never got dropped. A 49.99 phone they are charging my 300.00 for. I call at the beginning of January. Talked to Michael a lead representative. He said he fixed everything plus gave us 40.00 off because of 65+ discount. Auto was supposed to be the 4th of every month they hit my account on the 22th. After calling to make sure it still hit on the 22th instead of the 4th. I started service on the 4th of December. They are charging me for November 4th to December 4th. Why no one can say. Now my bill is 540.00 this month 272.00 more then last month. But my bill last month was 163.00 add them together is not making sense to me. I'm a elderly woman an it seems that they have had taking advantage of me because of this. Try an call the stores. Get put on hold till I get hung up on. Have no ride to make it to store or the corporate office to handle this situation. It's almost better to buy a 40.00 dollar dollar store phone for 40.00 a month unlimited text an calls then try an go through a well known company. It's ridiculous to say but it's seems like a better avenue to walk. Because if they can't call me an fix the bill an get it set at what I was told face to face an over the phone was my bill then they no good enough to have a business license. I've been lied to one to many times. So we'll see an update if they fix their mistakes made by them an their employees. Ok well in an update. Anyone with trouble to their account. *611 get to Kevin tech support. He is amazing an handled everything in less the 30min. An got me back to the amount that I was supposed to pay. He help drop 350.00+ off my bill. Very professional even when I loaded him down with information about the account in question. He knows his stuff an will use him again directly if needed help again. Thanks Kevin in...