Verizon — Local services in Harrison Township

It took me 3+ hrs to get a new phone for my son last night, bc I was told at this store that nothing could be done in my circumstance to help me. My son's phone was damaged 5/22. Matt helped me order a new one at the Mullica Hill location on 5/23. I was told it would be in on 5/26. Things happen, I get it that it may take an extra day or 2. However, I called the store 5/28 & 6/3 to check on the order. I was only told it was ordered and there was no other info to give me. No tracking # or idea when it would arrive. Meanwhile, my son was w/out a phone and unable to take pics for prom & other senior yr memories, stay connected with us when driving 30+ minutes to work, etc. I went back to this location yesterday at 5:25. My goal was to walk out with a new phone. I was told by Jackie that my son's line was in limbo and phone shipped and would arrive Tues. She stated that until the phone arrived at the store, I could not get a new phone, that the computer system wouldn't allow her to process it. I suggested leaving that line in limbo for now and I will open a new line. Jackie asked if I would then cancel the old line after the order came in. I said of course I would, bc I don't need an extra line. Jackie said she can't do that, bc then she will be hit on her commission and she can't take that hit. Jackie was abrasive, combative, and uncaring, and did little to actually solve the problem. She suggested I called Verizon, as there was nothing else she could do. So, I called Verizon. Raphael from customer service was helpful and caring. He listened and did everything to help me. He called corporate and stated he could cancel the order so that Jackie could issue a new phone, but I would have to pay for it in full. I don't want to hang up with Raphael, bc I have a feeling based on my 1st visit, Jackie is going to tell me this is farce. Next, I am in the store with Raphael on speaker phone and Jackie. They begin to go back and forth about why Raphael's plan is acceptable and why it is not. Again, Jackie is abrasive and defensive. I reminded her that I had stated earlier when I was in the 1st time that I knew none of this was her fault and validated the fact that Verizon seems to have rules in place that don't allow her to help me in this unusual circumstance, yet, she was taking this personally. Jackie and Raphael can't seem to agree on a real solution that will help me to leave with a phone. Both agree that when the order is canceled, it takes 5 days to be reviewed and officially cleared.....the problem is even if it was canceled last night, they system will not allow Jackie to process a new phone right away on her computer. What is Verizon doing? This is just an illogical process. I don't blame Jackie if Verizon tells her she can or can't do something and her hands are tied. However, the situation was dismal at best and I am getting nowhere. Jackie calls her boss, Matt. His directive is that she can't issue me a new line and new phone.....this seemed to be tied to commissions from the comment Jackie had made earlier. Of course, I don't want someone to lose commission, but this is ridiculous if this is how Verizon has their system set up....especially if they are not telling customers that there is a delay in orders. I could have canceled this order the 1st time I called if they told me the phone would not arrive until June 8 and none of this would have taken place. WHAT? Really? After 1.5 hrs on the phone w/Raphael and over 30 min total dealing w/Jackie, I find myself driving 25 min to Turnersville, praying they don't close a few minutes early. Guess what...I got there 6 min before closing and in 17 min I walked out with a new line and a new phone in my hand. So, my question is, why did I have to spend 3+ hours of my day to get to the end result of getting this phone? If different locations have different rules that impede sales reps from helping customers in a time of need, shame on Verizon. If Matt and Jackie are making up their own rules to increase their numbers and commissions in a crooked...

BUYER BEWARE!!! Came to the store in October to see if they could lower my bill as a loyal customer of 20+ years. I had a family plan with three iphones/lines that was costing me about $270 a month. Told them I wasn't interested in buying new phones, as mine were paid off, nor adding anything to my plan. Tiago (manager) said he could definitely help. He spent about a half hour exploring different plans online and then indicated he found a way to reduce cost And charged me $100 to change plan. He ended up adding 2 Google pixel lines and home insurance, without explaining to me and without my authorization. Sent me home with two phones, telling me they came with the new plan and were extra phones to use with my current lines. I told him I didn't want new phones and he told me to give them away or sell them. Halfway through the transaction, he passed me onto another sales person (Chris) telling him that he had another appointment he had to take care of so the new salesperson had no idea of all that he had done. Two weeks later, my bill came $240. Next bill was $312. Then got another $70 charge which I did not pay because I figured it was a mistake. They disconnected the lines and charged me $70 + $35 for each of the five lines to reinstate Because of all his additions. This guy was very deceptive. I am still trying to work everything out through Verizon. Turns out this store is a third-party store and Verizon does not have direct control. I am still working to get the lines he added canceled And all my money refunded. What...

I am disappointed with myself for not posting a review years ago. This location with Greg and staff has been amazing many times over. This last issue was when my phone crashed and could not get it turned on. The following day my family and I were flying out of town and boarding a Disney cruise. You can imagine the information we rely on within the phone (boarding passes, Itineraries, etc.) I called Greg and explained my urgent situation and particular features I need for my phone. He explained multiple possibilities for me and what we could do. He held the phones that I preferred to the side and waited for my arrival. Once I arrived Greg and his staff explained the best options for me based on phone performance and cost. Since my phone was 3 years old and the technology has changed so much including case features and screen protectors. I was behind the curve with phone development. They were not pushy in forcing me into the latest phone and the most expensive one. A very relaxed and descriptive time in picking what works for me. With that said this location has also assisted my wife out multiple times in the last 10 years. There is no need to run out to a mall or another Verizon store. The Mullica Hill location ranks high with their knowledge about their products and their thorough explanation is perfect for the experienced phone user and one who is trying to learn how everything operates. Go see Greg and his staff they will...