Verizon — Local services in Hampton Township

I am leaving this review with extreme disappointment and disgust for the way your store in Newton, NJ handles daily operations. Your Management team has zero regard for customer service. On June 3rd of 2024, my grandmother of 70 years old came into your location to upgrade her phone. She was convinced by a representative that they did not have any iPhone 13 or 14 phones, so she was upgraded to an iPhone 15. The representative then sold her an apple watch that was said to be "free." She left the store spending over $400.00 I later received my bill for this and realized that not only did your representative add the watch with an additional line that costs about $20.00 a month but they upgraded her phone plan to the highest possible line coverage that is not needed. I immediately called the Verizon Customer Service to inquire what could be done. A representative who does have compassion was able to help me and assist in putting the account back to its original status and made a note to the account saying that my grandmother could return the watch to the store and pay a $50.00 restocking fee. Today, July 4th which is one day past the 30-day return policy she returned to the store to bring back the watch and your manager Gabriele was extremely rude and advised her she could not return it and said that "it doesn't matter if its one day passed." My grandmother left your store in tears and called me. This does not sit well with me. I called your Newton location myself and spoke with Gabriele who again had very little compassion and became upset with me when I expressed concern. I understand you have different policies and procedures as you are not a Corporate location, however if you are said to be representing the brand of Verizon; I would expect better customer service to customers who have been with Verizon wireless for 15 plus years. Furthermore, when I asked for the district managers contact information he refused to provide the phone number. He did however provide me with an email which in turn appears to be incorrect. I do expect a call from you or the owner of this franchise location Mr. Martin. I have contacted the corporate team and expressed my concern and they will be reaching out to you. In the meantime, I will be seeking legal counsel to further look into the evident age discrimination practices that are being taken in your location by taking advantage of...

Went in today to get a new phone due to a bad flicking screen everything was actually going well so I thought I actually traded in a phone for the first time ever in I was never told I would get charged for transferring my contacts pictures and everything else I figured since I traded in the phone it would be done since no option was given to me to do the transfer myself and since I was trading in the phone I would not be aloud to take it home to do it. I was even charged for doing the same thing on a watch I bought at same. I originally asked about a case and a screen protector for it but when the salesman came back with I think 300 dollars as payment I almost fell off the chair I understand paying the tax on the phone and for the other accessories but I can't believe I was not offered a return box or envelope so I could transfer everything myself like if I ordered one from Verizon online I have never walked out of a Verizon store with any transfer fees in 31 years of having a phone the charge is called " Ready?Go! Package " I couldn't have ordered everything online and saved 100 plus tax and did the same thing myself didn't know what ready Go was till I called Verizon themselves and they even had no idea till they contacted the store. Even a corporate location offers a box so you can do the transfer yourself I was told by Verizon themselves. From now on I will deal direct with Verizon online at least I saved the money on the case screen protector and wall charger I said I will buy online. Buy online from Verizon directly I know I will never buy at a private...

I went here about a year and a half ago and had a relative on my phone plan trade in a phone for a newer model. Some months went by and we noticed there was a ridiculous charge to the account. They charged us twice for an activation fee (one in store and one online) and the amount of our new bill they told us in the store was actually more expensive. I contacted customer support online and over the phone about this and they said they have no trace of the old phone we traded in as if it never existed and that I’m paying full price for the new phone. How is that legal? I went to this store to ask them about it and the guy who “helped” us that day apparently doesn’t work here anymore and they still have no idea what happened or any trace of my phone that was traded in. Unfortunately can’t find the paper work and they never sent me an email receipt of the whole transaction. So I basically got scammed and Verizon could care less so nothing I could do about it. To be fair there are nice workers here but they’re here to make commission and be salesman at the end of the day so I doubt they really care enough to help struggling customers. Verizon online customer support is atrocious and they don’t offer to help they just hang up on you when they don’t have an answer....