Verizon — Local services in Kirkwood

Will not listen to customers issue!!! Sent my husband TO Asurion (been a Verizon customer for years, never had to go to the physical Asurion store let alone for a warranty) , my husband finally shows up to get his pixel seven fixed, this store told Asurion that he had a pixel three. Flustered and confused as to what to even do I called and spoke with customer service to verify that we did have the manufacturer warranty still, they made a note in our account of what needed to be done, so we turned around and went back to this location because it’s the only corporate Verizon store in the area. As soon as we walked back in the door the we were explaining to Tristian our issue when Jhmom (who I assume was the manager) Tried turning me away, telling the associate who is helping us that we need to go through insurance before even pulling up my account. Didn’t need to go through insurance we needed to go through the store per my conversation with customer service 20mins prior to coming BACK in. After interrupting him because we’ve been passed around all day and telling him that Asurion is for Insurance not Warranty, and we need the manufacturers warranty, they FINALLY pulled up our account and got the issue resolved in less than 10 mins. Jhmom provided lazy customer service at best. I’m absolutely astounded that Verizon would allow one of their stores to be tan this way.

The young man Tristin who actually helped us when walked in the door was amazing and this review shouldn’t...

We tried to add a new phone line and got a free phone with it. The phone they gave us appears to have been stolen from Coca-Cola and was completely unusable. The only thing that you could access on the phone was this message saying to return it to Coca-Cola. It's completely locked down. We spent 2 hours on the phone with Verizon this morning trying to get it fixed going through all the troubleshooting steps to no avail. They finally deemed it unusable and told us to return it to this Verizon store and the store will replace it. We drove an hour to get to this store and the store said they could not give us a replacement but they could take the phone from us to return it and cancel the new line. Told us it was all taken care of and sent us on our way.

20 minutes later, after we got back out to the car, we pulled up Verizon online to verify the new line was closed because something didn't feel right. It was NOT closed and it said that there was no return made. It was still showing that we were in possession of the phone and that we never turned it back into the store. So we went back into the store and we asked for proof that we returned it because Verizon was expecting us to pay for that phone since we did not return it. The employee told us that they could not give us proof for verizon because the return "didn't go through", but said they could just give us the UNUSABLE phone back. I am so incredibly fed up with Verizon and this store...

I don't understand all of these bad reviews! I am incredibly impressed by this store's customer service skills.

While I was in there, there was an irate customer that started insulting them and they asked him to leave, which was completely reasonable. He was also yelling on the phone, etc. Everyone handled everything perfectly.

After that person left, the person who helped me was incredibly patient, even though I was getting slightly frustrated at an issue that stemmed from a mistake made by an 'authorized retailer'. I also had issues understanding a few things, but again, I was presented with patience; thank you.

I asked for pen and paper to write out my thoughts and he gladly helped out. We initially started working together on the front bench, I asked him to move to a desk and he moved us over there.

After getting past the hurdle of why a mistake was made on my bill by the authorized retailer, we talked about the iPhone option upgrades that I came in to look at. After he gave his opinion, I did a little light research to solidify my decision. He did not try to oversell me and answered every question, despite me interrupting a few times. He told me to call customer care about the billing mistake the other store made, and when I got home, his word was the truth and Verizon make everything right.

I walked out a happy customer and super thrilled to come into a well ran corporate store. Keep up...