Verizon — Local services in Greeley

Short Story: I had an extremely traumatic experience at this location yesterday. Unwarranted, the store manager, Cassandra yelled at me to get out of her store then threatened to call the police on me. Long Story: I was a vzw customer for 8+ years, however AT&T had a better discount through my employer so I switched over. Within the first day of having service with AT&T I noticed a difference in cellular data & customer service (I felt VZW was better in both areas at that point) so I decided to switch back to vzw (quick turnaround, I know). I came to this location for help with transferring my service back to vzw. I was greeted by a kind gentleman. During our interaction I mentioned how I felt vzw's customer service was superior and raved how well I had been treated at this location (before today). 2 gentlemen at this location were incredibly kind to me and went above and beyond during our interactions. You know who you are, thank you. -- I was provided with a contact over the phone to assist with the transfer.

I was on the phone for roughly an hour with no resolution so I went back to this location. Cassandra was in the middle of a personal/non-work related conversation with several employees when I walked in. As I approached them, I was not acknowledged; she continued her conversation as I waited for her to finish. When I had the opportunity, I let her know the representative over the phone was unable to assist with the transfer as they stated AT&T wouldn't release my #, I proceed to ask her for help. She said there was nothing she could do for me and referred me to AT&T.

I touched base with AT&T and was advised my number was not being held by them. I then received an esim download from Verizon, however the esim remained in an activating status.

After receiving the esim download from vzw I made my way back to this location. I was then assisted by Landen; I asked if they could confirm if I had service with vzw. They stated it appeared my # had been released, but they didn't see any lines on my acct. As they were troubleshooting I asked for the manager's name and expressed how I felt she wasn't willing to assist with this issue. Landen went to the back for guidance on the issue and apparently relayed how I felt about the situation to her manager. Cassandra and Landen then approached me together. Cassandra starts our third interaction with "It's not that I don't want to help you--"; her tone and body language was aggressive. We went back in fourth for roughly 1 minute, (I remained calm) Cassandra continued to escalate. She argued I had told her AT&T was holding my number (from interaction 2), however if she took the time reconnect, she would've known a few important factors; 1. I received an esim download from Verizon just before walking in 2. I was told by AT&T they were not holding my # & 3.) I was just told by her employee they were able to confirm my number had been released. At this point I asked Cassandra if we could skip the arguing and get to the part where someone helps me. She continued to escalate by calling me rude. At one point she said "I even FUKING called another manager to help you...", yes she said the word fuk. At this point I informed her that her customer service was poor. She continued to escalate. She began to yell at me to get out of her store then threatened to call the police. 1. I did not do anything to warrant this. 2. this was humiliating as there were several other employees and customers in the store. Throughout this interaction I remained calm and said I would not leave the store as I had done nothing wrong. Landen then said if I weren't kicked out of the store, she would've reached out to customer service.. (confused as to why this wasn't offered prior to this point). After a few minutes of feeling humiliated I decided to ask Cassandra for corporate's phone # then left. I felt so discombobulated by the entire situation and as to how it could've escalated to that outcome. After my interactions with Cassandra, I will not return to vzw...

I went inside at this location with a friend to help them get a new upgrade on the phone. They didn’t check us in and I wasn’t aware that there was even a check in list. I explain to them that my friend wanted to switch from another carrier to theirs and buy a new phone from them and start a plan with them. The first girl I spoke to you went to the back. a good 35 minutes, so then I proceeded to ask another tech at the front. I explained that my friend had their pin and account number that they needed so we can get started. We also wanted to know more about the prices on the certain plans they had. This tech told me that he would be right back to help me and went to the back as well then there was only about two tech out of 8 on the floor . One tech named Isaac came out while I was talking to another lady who was checking in new customers that just walked in and I made her aware that we had been waiting and I already spoke to two techs and nobody came back out. I let her and Issac know that I was not aware there was a check in list. She had Isaac help my friend and it was getting closer to closing time. We got there around 3:30 and they close around five but at this point it was already around 4 o’clock so I don’t think anyone wanted to help us because they wanted to close early or on time and go home. I get that But, you can’t just go to the back and ignore us. Isaac was very patient went through all her options, you could tell he wasn’t in a hurry even though other employees were closing the windows down and locking up, you could tell he was very patient told my friend all his options, and helped him with kindness and courtesy. From now on when my friend goes there, he specifically wants to work with Isaac because everybody else had an attitude besides the two women who stayed out on the floor, helping even one of the managers looked irritated and rude. They should understand that it’s Christmas time and that they have their deals and some people can’t make it to the store till around 330. With 8 techs that can be done with others closing . If you ask me they need to chill out. You think they would be happy that you’re having a new customer open a new line with you and buy a whole new phone I hope they move Isaac up to management. He deserves it, if he is not already. very sweet and attentive. He is the reason for my five stars . No one else in that case I would’ve put one star . I wish I got more names yo explain which two women were on the floor . I’m pretty sure they’re the two helpful ones. But the man with the bun and girl with glasses and girl with long black hair are all weird and rude they stand and the front desk as soon as you walk in and if they’re not techs at least explain that when your customers walk in . From someone who had worked in dental assistance for 6 years I would lose my job if I acted and treated people like that. But I guess they’re allowed to be rude because the manager is as well

UPDATE: Went to their location to get a phone case after they replied to this review down below and were hateful towards me still didn’t even try to approach me just sent Isaac right to me . You would think the manager and the other workers would set it up but no still inattentive and hateful. Disappointed your reply is professional but your growth is not...

Purchased two new phones from this location and what a nightmare it turned out to be. Went home and set up one phone just fine, had many problems with the other. Went back into the store and told the manager what was going on. He then took the phone and returned saying it was activated and I could make calls with it. The phone still would not log in with my apple id so he the offered to print me off instructions which we had received previously when purchasing the phones. When I tried to show him what it was doing, he told me it could not be backed up in the store, which is odd since the person who sold us the phones had us back up our old phones in store only hours previously. He then told me I could go to Best Buy or use the library wifi to help me set up my phone. I asked him what the activation fee was for since they refused to help me. He said something about the government taxing people with new cell phones. I really hope Best Buy and Libraries are receiving their cut for doing Verizon's job and helping people set up their phones. He then handed me a Tech help number to call and receive assistance. What he did not tell me was that only my number could access that tech help number. Tried calling with the other working phone that we purchased and received a message that it was not enrolled for this tech help program. After 20 minutes on hold with my phone, the tech had to call us back on the other number. Ended up having to hang up with them due to an emergency. Called again later that night, but at this point my new phone would not even make calls. Waited on hold for 45 minutes and got through to a tech. He was actually helpful but after multiple resets could not get my phone to work with the apple id. The next day I went to an awesome local computer repair service. They explained that I needed to update both old and new phones to the same version. Once this was done, they walked me through the transfer, which went smoothly. Why couldn't anyone at Verizon even take the time to make this suggestion? This was supposed to be an exciting gift for a family member and instead of enjoying our new devices we wasted an entire day infuriated that no one would help us with the devices they sold to us. We must not be on the right Verizon plan for "good...