Verizon — Local services in Lawrence

I am completely disgusted by the lack of customer service and the disorder amongst the staff. When I upgraded my phone, I was offered a bundle deal that included phone accessories, and a free trial for an iPad. When I paid, I was told explicitly that I was paying for my phone upgrade and the accessory bundle, and that I would have a month to pay off her iPad if I wanted to keep it.

I returned the iPad within my 2 week trial. Instead of canceling the iPad on my account, they cancelled my phone. They refunded me for this, then said they had to “sell” me my phone back to be able to activate it. i wasn’t prepared for this (obviously) so I had to call someone to wire me money immediately.

Now, my current bill is charging me for the entire bundle that I thought I had already paid for. When I went to the store, the employee who had sold me the upgrade and bundle even admitted to myself and a manager that he had accidentally charged me for the iPad that day, and applied the bundle to my account. So I paid for something I wasn’t sure I wanted, and was billed for something I thought I was paying for.

I’m being told that because the refund from the iPad was returned to my card, I still owe everything for the bundle. Of course, the money in that refund went to other expenses I have, because it was my understanding that I already paid the bundle, and because I returned the iPad, I shouldn’t have had another fee to pay until my next REGULAR AMOUNT bill.

So now I’ve worked with three employees, at least one of them being a manager, and the best I got was a refund for about $30 from the restocking fee for the iPad as a concession “for the confusion”.

$30 doesn’t make up for being lied to, paying for something OTHER THAN what I was told I was paying for, having my phone shut off and having to get $75 wired to me immediately, and now a $500+ bill. I don’t understand how everyone at this store can see this as acceptable customer service and say there’s nothing I can do and act like I’m an idiot for wanting a refund for their complete disregard for attention to detail and...

Let me start off by saying that I normally HATE going into phone stores, buying new phones, dealing with the "techs". My old phone (V20) had been acting up really bad (Dying at 60%, never charging, randomly closing apps, and over heating ect.) and finally I had had enough and decided it was time to go in and just get a new one because I was done dealing with it and i knew it was something that couldn't be fixed in store. When I walked in they were quick to help me, I already knew what phone I wanted. So it was a quick in and out. However when I got home and turned on my new S9+ My screen was orange. So first thing the next day I took it to them and they replaced it, no questions asked. However then I got my second S9+ and the screen was CRACKED before I peeled off the plastic or lifted it from the box. At this point I'm pissed, and crying. I walk in and again see the manager Marcy who replaced my phone just the night before and she did everything she could to make it better. They were awesome. Customer service was top notch. Now i'll tell you to still lead with caution on getting the Galaxy S9+, seeing as i received 2 defective devices straight out of the box. However i'll definitely be returning to this store for all future visits....

After stopping at a flagship Verizon store in KC and being told bluntly I couldn’t do what I was asking I stopped by this location because they’ve always helped me before and would at least try and help and not be dismissive. Sure enough Sid welcomes me in to the store and says he’s not 100% sure he can do what I’m asking but he would give it a shot.

I had two iPhone XS phones, one work and one personal, both on Verizon. The newer iPhones have an esim to support two phones lines and I wanted to merge them to one phone so I didn’t have to carry two phones with the same stuff on it.

Sid (with some assistance from everyone else working there since this was not a common issue) figured out how to make this work even though he could have sent me on my way like the other store and I would have been forced to call Verizon customer support. I have a perfectly working iPhone with two lines thanks to Sid and my two phone life is behind me. Thank you for your help!!

update November 2nd

I had to go in for more help and luckily Sidney was there to go above and beyond and help me again with my eSim issue on my new iPhone 12. Can’t say enough about his help and getting both my phone lines up and going again....