Verizon — Local services in Lake Delton

I can not say how upset I am about my visit to this store. Upon arriving a gentleman was helping a lady. I could not help but overhere the conversation and was taken back by the tone the worker was using with her, but not business. I approached the counter about 5 minutes later after checking out the new ( to me) get more plan, which I was going to ask him about after discussing my reason for being there. I came in to inquire about my copay for my Verizon Mobile Protect plan. When I mentioned this he snapped "We don't fix phones here". I politely responded that I just had questions about how much it might cost to fix our devices. He literally gave me a pamphlet and said we don't help woth that call this number and proceed to turn his back to me and my daughter. I said oh that's funny because the gentleman at another one of your stores is always able to look it up and help me to understand the service YOU sold to me. He said that has changed because he is now the general manager of baraboo adams and the wisconsin dells. I wonder if that gives him the right to change your customer dervice policies or if his bosses know how cruddy his new way of doing things is? OK BUDDY, I would have never guessed he was more than an associate by his sloppy appearance and outright rude outlook. I know you dont get commissions on broken phones but I was also going to discuss buying two more watches and adding another line today, which would have been a new phone two new watches and unlimited plans on all of those plus upgrading to the MORE plan but I guess he was to occupied to even say hello or goodbye let alone smile and be a decent human being. If this is who there company promotes to general manager I am greatly sorry for the profit losses that will be following. My phone bill is over 400 a month and I can not even get information! Verizon says go to your local representative for help..... As a Director of Operations myself I would be embarrassed to have this gentleman as an employee and would take a look at what is going on with your stores. I will make sure to reach out to Verizon and let them know my complaints about these VICTRA stores. I also hope I do not here that this incident is a one tile thing as I would like to know why he was so hesitant to help me in anyway. Seriously thinking of switching to US Cellular after this experience. Oh I will also post this review on Verizons comment page incase boss man thinks he can skirt...

Incident date, 8/19/24, around 3:15pm-3:50pm.

A Spanish-speaking gentleman came to the Verizon store to pay his bill in cash. According to the female employee, she “explained to him” that she could not find his account, but also told him she would take the cash anyway. In addition, apparently, she told him that if she took his cash, it could not be refunded.

Clearly, the Spanish-speaker didn't understand the interaction. Once he realized there was no receipt or that his account balance hadn't decreased, he asked for a refund. The employee would not refund his $50.

This is when I was called by a bystander to translate (who will be closing her account with you after this incident). I did not personally know the Spanish-speaker.

I spoke directly with the Verizon employee and attempted to ask the following clarification questions:

Why did you take the money if there was no account? Under what account number did you credit the $50? Why can't you give the money back? Can I speak with someone above you? Now that there is confusion, do you understand that there is a language barrier?

It was very difficult to get through these questions because your employee was constantly speaking over and interrupting me, did not value my translation services, was hostile and disrespectful, and disregarded his English proficiency. She refused to answer any questions.

Once I realized that the Verizon employee could just pocket the money since there was no record or account, I questioned where the money would go. Finally, after bystanders took charge and stood up for him, the client was refunded as he departed.

We would have loved to speak to a manager for some kind of rebuttal or explanation. However, the employee kicked out the Spanish-speaker and the bystander who called me since, the employee “was calling the police.”

This location needs anti-racism education and training on customer service and how to open a register to...

Too bad I can’t give less than a one. Just a month ago we upgraded our phones. First issue if Clint would of read his systems correctly he would see that we average 8GB a month not 4 like what he talked us into. We wanted to remove an old tablet from our account that no longer works which he was unable to do in the store. So we ended up walked out with the HUM system. Shame on us for being swindled.

Over the course of a few days we were unable to set the Hum up. My husband called Clint just like Clint said to do if we had issues. He of course was unable to help. He stated just wait to see if it gets in the system. Well the following weekend when the Hum still wasn’t working we called Verizon who wasn’t sure what the issue was. We were transferred to Hum and then ended up putting in a Ticket and would get back to us and we all know that didn’t happen. We called Hum back and it appeared to them that we weren’t in their system?!? How’s that possible? We get transferred back to Verizon luckily they wave the cancellation fee and contract for the Hum, which we weren’t aware of, and state we can return it where we purchased it.

So we go back to this location. Wait for over 20 mins and you guessed it we can’t return it because it’s been over 14 days. We are stuck with a product we could never get to work. The lady there took all our information and promised she pass it along to management and someone would call us back or she would personally. It’s been 7 days and not a word.

Do not purchase anything from this store or Clint. He’s a fast taker who just wants a sale regardless of the customers needs. When you reach our for assistance you will get no where. It’s unfortunate that...