Verizon — Local services in Grass Valley

WORST customer service I've ever experienced with any Verizon wireless affiliate- We've been Verizon customers for over 15 years. My parents went to this store to finally get my dad a smartphone. The salesman hoodwinked them into buying a particular phone that came with a $200 rebate that (SURPRISE) had to be spent on the bundle they had in store. The cost was $200, so as the salesman said, they were getting all this stuff for free! He speed talked his way through the pages of paperwork (sign here, initial here..) then at the end scribbled numbers showing what the old bill was, what the new bill would be with some extra taxes and fees and what the new monthly would be. None of these numbers were correct when I looked over all the paperwork & I let my parents know that both the tablet and HUM they had gotten had line charges attached. My parents were shocked, the salesman never told them these devices had a monthly fee and it was hidden in the paperwork in such a way that it took me several minutes to decode it. I took the devices back the next day and spoke to the manager, James Walker. James immediately became very defensive and told me that he was on the floor when his salesman was speaking to my parents and he heard him explain that there were monthly fees. My dad reiterated that he was not told and that the manager was only on the floor briefly talking to another customer and returned to the back, so he did not know what was or wasn't said. After insinuating that my dad was lying, the manager informed me that he'd be happy to take the items back, but we would have to pay $110 in restocking fees and $40 in activation fees that he "could not refund." I let him know that I found it very disappointing that he wanted to run his business in a way that profits from taking advantage of older people who don't understand what they're being talked into and I hoped he would reconsider. He insisted that he had no choice, he could not waive those fees. While he began cancelling out the contract, I called Verizon customer service. I was told that this store IS NOT AFFILIATED with corporate and they do not have control over what they do. This should be posted in the window so customers know they are dealing with a loose cannon. The phone rep, however, provided Verizon customer service to which I am accustomed. First- asked to speak to the manager to see what she could do. He promptly told her he would waive one ($35) restocking fee. This contradicts his statement that he "couldn't" and "had no choice." The phone rep next offered to credit our account any charges this store would not refund. While I was on the phone, two other reps in the store repeatedly rolled their eyes while I was speaking, whispering to other customers that we "should have known what we were buying." Neither rep had a name tag on, but one was wearing bright green lipstick which I find highly inappropriate at work, on top of the inappropriate actions. The manager also announced during our transaction that his watch was "a pain in the ass." Call me old fashioned, but I expect SOME decorum in a business. All I received here was rude and unhelpful behavior, lies and condescension. More time on the phone with Verizon today- fixing the mess he made of our bill (he tried to charge us early termination fees, which is illegal in California since we canceled immediately and also is not Verizon policy. When I tried to explain this to him in the store, he told me that his store could write whatever they wanted into the contract and that as long as we signed it, it doesn't matter that it doesn't comply with state law. I'm sure there are lots of lawyers that would beg to differ.) Verizon corporate again was very apologetic and corrected all the fees he had placed. This included charges for insurance on all the new lines and devices that he told my parents they "could not walk out of the store without buying because it's Verizon policy." Another lie. What a mess. Thank you Verizon Corporate. If you value your time and good customer service, AVOID THIS BRANCH...

Terrible accessories marked up an outrageous amount. No joke like 120% that of Amazon prices. I found out the the hard way. Bought a questionable screen protector and case for the first phone that I have bought in 5 years. My bill was over $100. Being ignorant, I believed the BS the sales person gave me and thought that phone accessories where just really expensive these days. Went home and showed my wife the bill and quickly found out that no, phone accessories are not that expensive, especially the the ones I bought from this store(and they had really bad reviews online). Now realizing I have to go back and return this junk, I remember that the sales person promptly applied the screen protector and now can't be returned. Still I had the case which could still be refunded. With eyes glaring at me I went back to the store. Asked for a refund on the case and a little compensation for the screen protector. The gentleman was very nice and said all he could do was refund me for the case. I asked him about the price gouging and he said that he has talked to the manager about it and didn't agree with it. After refunding the case I asked to talk to the manager in which the the gentleman promptly abliged and went to the back room to retrieve the manager. After a few minutes the manager came out and greeted me with obviously no intention with helping me(fair enough it was my mistake for buying this overpriced junk). The conversation continued for a bit to no prevail and as I was about to leave when I asked him if he would buy anything from this store and his answer was "No." As I was leaving an older gentleman was entering the building, seeing that he was their prime victim I warned him about the price mark up. At which point the manager promptly came out told me I wasn't welcome there anymore. Yeah like I would ever back. (Please forgive my grammatical errors. Review was written on my...

this is my closest Verizon store. like most people in the area, this store is still an hour an a half away. I called to check to see if they have a product in-stock so I could come in a buy it. they told me they couldn't tell me whether or not they had it because there's potential they could sell it by the time I got there. she said I should still make the drive even though they couldn't confirm that the product I was looking for was in-stock because if they didn't have it they could order it for me. does that seem logical at all? drive down here, see if we have it, if not we can order it for you. Are you joking? I can order it without leaving my house. Your store is useless. The point of a store front is inventory ready sell. If you're not willing to answer inquiries in regards to your inventory then just don't stock the store... she could at minimum say we do have some iPad pros in-stock but I cant confirm quantities as they may sell by the time you get here, instead I got a "I cant answer questions in regards to inventory you'd have to come down to the store to see for yourself."

What a joke of a store. "we stock all the latest phones and tablets!" "no way! which ones?!" "sorry, I cant tell you,...