Verizon — Local services in Gig Harbor

I rarely take the time to post a negative review, but this one is well deserved... Issue 1: On 5/23 I walked into the store to purchase an iPhone 11 with a trade in of a Samsung S9+. The trade in offer and promotion was $550 off the retail cost of the iPhone with this specific trade in. In addition, the store manager informed me of a BOGO offer for an iPad with $200 off retail. I took advantage of both. After 3 billing cycles, the $200 credit is being applied correctly to the iPad but the $550 trade in credit is not being applied to the iPhone. I went to the store on 3 separate occasions to try to resolve and was unsuccessful. On one occasion the District Manager took my information and kept my receipts to contact the Verizon representative directly. He assured me that he will escalate and resolve the missing $550 trade in credit. Two week pass and no contact. I visited the store a second time and was told that there is nothing they can do for me and it was my responsibility to take the matter up with Verizon directly. Note the store manager did not give me this direction herself as she was in the back room and channeled through her store representative. I was finally able to work directly with Verizon but was at a disadvantage since the District Manager at the store kept my receipts and did not return them. Verizon informed me that I can only use the trade in promotion or the BOGO and NOT BOTH. Verizon was able to apply the monthly credit on the iPhone bit removed it from the iPad and will now be paying full retail price on an item I was told was discounted by 50% not to mention the monthly access fees. Bottom line is that it is the store's responsibility to know that which promotions can be applied with a BOGO and which ones do not. Not the customer. I am out $200 and the monthly access fees for a device I would have never purchased in the first place without the promotion. This is negligent at best and deceptive at worst.

Issue 2: On 4/4/20 I upgrade my Samsung S9 to a Samsung S20 and redeemed $140 of Verizon Up Rewards credits I accumulated towards a new device purchase. I provide the promo code to the representative and was told it will take 2 billing cycles to see this credit on the bill. 4 cycles later, no credit was being applied. Verizon informed me that Verizon Up rewards credits are a one time credit off the purchase of the phone and not monthly. This was not what the store representative told me. I was able to receive this as a one time credit directly through Verizon but again, the store gave me misleading information.

This has also taken away a lot of my time and created frustration for me considering I have over 7 devices with Verizon and have been a customer for close to 10 years. This experience has left a VERY bad taste and I sincerely hope that store manger and the district manager will be held accountable for my experience and prevent other customers for going...

My husband bought me a new 16pro max phone . I went in to pick it up. Tanner was the agent who my husband dealt with. I went to him. He was helping another customer, was on the phone with corporate and then asked me if I was there to pick up my phone. I said “it’s ok, please finish helping this customer, I can wait.” He stated that it would take too long if he only helped one customer at a time. Long story short, he advised the other customer that it would take awhile to do whatever he was doing with her phone. She asked if she should get a book and sit down. Tanner agreed and she left. He was still on the phone with Verizon and started messing with my old phone and the new one. I asked how long it would take to transfer the data. He said about 30 minutes. So, I left my old phone with him. I ran errands and didn’t get back for 3 hours, thinking it would be ready when I got back. I walked in and he was helping someone else. He stopped helping her and told me that he was having a hard time transferring the data and that he needed to restart the phone several times. The screen protector wasn’t on yet. He advised that it would be an additional 30 minutes. Obviously, when I walked out, he just started helping someone else. I realized when I got home that none of my passwords transferred over. Over 50 that I use and now the info is gone. I have called the number listed on the website for the store, hoping to speak with Tanner. Instead you get a call center. I have requested 3 times now, that Tanner call me. That hasn’t happened. In my opinion, Tanner was very distracted and didn’t focus on one customer at a time. I will go to a different location and see if they can retrieve my information. Of course, Tanner kept my old phone. Not...

Poorly managed during holidays. I just spent 38 minutes standing in the store, only to be told that it would be a very long time before I could be helped because they were very busy. There were two men in the store. One was untrained and couldn't help anyone with anything except accessories. The other spent the entire time helping a women buy a phone. He said this process takes as long as 45 minutes. When he initially saw me and my 3 kids, after about 15 minutes, he said "It's going to be awhile, you should make an appointment" but never did anyone help me do that or indicate how to do that. Although this google site says this store is open until 9 and it was 8:00, these two men seemed put out. Chris, the lead, told the woman he was helping "They ducked in just before closing." I was confused. At no time did either man come over to me and say, "We are closed, can we make you an appointment". Nor is there a "sign in book" or other way to track who to help or the wait time. Having only 1 useful employee during the Christmas season is ridiculous. Also, having no process for identifying how to intake new walk-ins and effectively manage the environment is poor customer service. In addition, when I finally got tired of their rude behavior and said, "Fine, I will make an appointment, when should I come back" Chris, said, "Tomorrow from 11-7. " I had to press him to even write down a time for me to return. I have no faith in this store and wish I had not stopped here to begin with. We ordered the phone on Wednesday, and I was originally told I would receive a text when it came in. Today is Monday and I tracked my shipment to see it was delivered. No text alert. No message to schedule an appointment. I will not be back...