Verizon — Local services in Gainesville

If I could give it a 0, I would. Ryan the manager was the worst to work with in providing my son with the phone I purchased over the phone. My son is attending college there and unfortunately his screen would not work to allow him to get into his school account. He had a test that night so I decided to contact Verizon to get an upgrade as he was due instead of repairing the phone. The Verizon rep said my son could go to Ryan's store to pick up the phone and all he needed was his ID. When my son got there, he showed him his ID, but that wasn't good enough. He wanted him to press a button on his phone basically showing he was there for pickup. Well since his screen wasn't working, that button couldn't be pressed. My son called me and I spoke to Ryan. I informed him he couldn't press the button and it didn't work on my end either. He walked me thru some steps and since it didn't work told me to contact Verizon and they would have to do it on their end. I spent over 3 hours on the phone speaking to reps and a manager only to be disconnected twice. No one could seem to help me so I called him back to say can I just send you a pic of my ID or something so he can grab the phone I purchased. He said no that to contact Verizon (this is after 3 hours of trying to get help to press a button) and just have them verify it is me. After 3.5 hours of misery, Ryan still would not allow my son to pick up the phone I purchased! I was in disbelief that he couldn't verify my information over the phone and that simply a press of a button on my end would do the trick. In no way, was Ryan helpful nor guided us in a direction using good customer service. While my son was outside and I am sure obviously frustrated, Ryan the manager came over to my son to tell him he was being aggressive and disturbing the customers. Wow! My son left and went to another place to have his screen repaired so he could take his test. I looked up the Verizon complaint department and was finally able to speak to an account manager that could help me. She refunded us $60 for the repair and canceled the order as I told her I would NEVER do business with Ryan as a manger in that store again. My son overheard them talking in there about him working in the other Gainesville store as well. I decided it was in my best interest to have the phone mailed to me at that point to avoid the issues. I DO NOT...

Wish I could give zero stars for the absolute WORST experience I’ve ever had speaking over the phone with someone who is supposed to be a professional and HELP their customers.

I received a phone call from my father (68 years old, not tech savvy AT ALL) who was apparently there trying to purchase a new phone because his broke. I haven’t heard from him in weeks and until I received a voicemail from what I found out was the “demo” phone they let customers use. In his voicemail he left he tried to have the Verizon salesman say something but they didn’t and gave the phone back to him.

I could hear the person who was supposed to be helping him laughing at him and so he just ended the message asking me to call this number back.

I received the call at 5:45pm, I returned it at 6:15pm and was greeted by a man saying, “hello”. I was confused and asked if I was calling Verizon, he replied, “yes” then I let him know that I was returning a call from my Dad. He asked me what his name was, I told him and he said, “well, he probably left”. I then asked him if he could check to see if anyone had helped him & he says, “Well, most of the shift workers have gone”. I then asked him if they are closed, if he is alone & he says, “we are closing soon and there’s a few customers here” I said, “Are you a customer service representative?” And he says, “ha, no… I’m not” I said do you work for Verizon? & he tells me, “I’m not sure what you want me to do right now” I then lost my temper and patience and said, “I would like you to HELP ME! I haven’t heard from my dad in weeks and the least you can do is ASK SOMEONE ELSE IF THEY HELPED HIM OR IF THEY HAVE SEEN HIM because the ONLY person you have talked to since you answered is ME!!!”

There is an OBVIOUS LACK OF BASIC CARE FOR OTHER HUMANS AT THIS STORE! Because this is how they treat the elderly & their customers!!! I have been a Verizon customer since 2010!!! I AM DEFINITELY NOT GOING TO CONTINUE TO PAY THE OUTRAGEOUS $400 MONTHLY RATE I AM CHARGED, JUST TO BE TREATED LIKE MY FAMILY AND I AREN’T WORTH IT!!

The man who didn’t help me told me his name is Anthony. I doubt anything will come of this, but at least I can warn others about this...

After making a substantial purchase, I wanted to make some changes. I was told the changes could be made but it had to be done by the warehouse and since it was only 20 minutes until the store closed, I should just make the changes over the phone. They didn’t want to help me because of the near closing time. Made no sense to me but they refused to help me. I wanted to upgrade one of my phones. My original purchase was made at that store that was refusing to help me now. I called the warehouse number I was given and explained but was told they couldn’t help me. Because my original purchase was made in the local store, my exchange would have to be done in the store. I called 3 different numbers and got 3 ridiculous responses but no help. I live 40+ miles from the store and went back the next day and relayed the information to a store person and he pulled up my information after waiting 45 minutes while it seemed no one was busy with customers. As it turned out, I was one day past the 30 days and was given another number to call for someone who could authorize my request because of the way things were handled. As a disabled person, I drove 200 miles.and still got no help, just a perpetual passing the buck and a bunch of lazy employees that stood around doing nothing. After you make your purchase from Verizon, they have no interest in you and it’s impossible to get a straight answer our any assistance. And even though I came to the store within the 30 day period for changes, 20 minutes was too little time to help me so they gave me a line and bogus phone numbers where I got more no help — and everyone saying “oh, that’s not my job”. This has been an extremely expensive and miserable experience and I had to accept no one was going to help me and I’m stuck in this mess for 2 years. Beware folks. These people have no qualms about taking advantage of you. On my first return trip, they all saw me but it took 25 minutes for someone to tell me I needed to be out on “the list” to get an appointment with one of the...