Verizon — Local services in Leon Valley

I called last week to this store's location to order my grandmother a new phone for Christmas. I spoke to Virgil. I explained to him that my grandmother isn't very tech savvy and if he had an employee who spoke Spanish. Virgil told me he would be happy to help my grandma set up her new phone in store. Virgil placed my order and that was that. I would of ordered it online or gone in store my self but we are a military family and I live 3,000 miles from home. I am normally the one who helps my grandmother with this kind of thing but this one time I trusted the manager of this location to set up my grandmother with her new phone. Yesterday I received my confirmation email that the phone was delivered. I called and spoke to Virgil who confirmed the phone had arrived. So my grandmother went in today on her lunch break to pick up her new phone. I get a call from her saying that the employees cannot locate the phone ! I then call the store and speak to Chris who tells me to call Virgil, that maybe he has my grandmothers phone. How in the world am I supposed to call him when I have only spoken to him via the stores land line and why would he take a phone I ordered out of the store?! I inform Chris that he needs to do his job and find my grandmothers phone , he tells me that he will look for the phone and call me back. I call my grandma who is still in store to find out that the employees are no longer helping her and are assisting other customers. I tell her to put the employee on the phone and ask him to look up my order. He was short and rude to me and my grandmother he looks up the order and goes to look for it. A short moment later the employee is back on the phone and tells me he is sending me a link via text to my phone that I have to sign, but gives me no explaination of what I am signing. I'm overwhelmed and angry so i sign and as soon as i do he hangs up the phone. (We were speaking on my grandmothers cell phone) so I call her back but it goes to voice mail. I called her back 3 times and all my calls went to voice mail. 10 minutes later I tried again knowing the switch would temporarily disconnect the call but It went to voice mail. I called the store asking for my grandmother and Chris informs me she has left... I then call the 1-800 number for customer service to see what's going on with her phone. Apparently they didnt fully activated her phone and she could not make or receive calls. She needed to turn her phone off then on again to complete the switch. So the employees sent her on her way with out a working phone!!! I told the lady from customer support what happened and when I mentioned the 55$ activation fee she stated that was the stores fee. I would also have a 40 $ upgrade fee added to my next bill when asked why I was being charged twice she stated that the store location itself will charge for setting up new phones. My grandmother was charged to set up her phone but it was not set up correctly and they took her money anyway! I called the store back and spoke to Chris and demanded my grandmother receive a refund of the stores fee to set up her phone. He agreed and my grandmother will be getting her money back tomorrow. I dont understand how they could take an old womans money for a service they did not provide and send her on her way with out a...

I recently visited Verizon (5/23/23 10-11am) with the intention of upgrading my phone from the S21 Ultra to the S23 Ultra. Unfortunately, my experience was nothing short of a complete letdown. The gentleman who assisted me made several false promises, leading to a frustrating and regrettable situation.

Firstly, he enticed me with the prospect of an $800 credit if I switched my phone plan to their new offering, which required me to pay for their Disney bundle. Alternatively, if I stayed on my current plan that included the Disney bundle for free, I would only receive a $440 credit. Believing this to be a great opportunity, I made the switch to the new plan.

However, upon returning home, I discovered that not only was I now being charged for the Disney bundle, Google play and Walmart+ (which I never asked for) ,but I also never received the promised $800 credit. To make matters worse, when I contacted Verizon directly to rectify the situation, their representatives informed me that the method employed by the gentleman at the store was invalid and would never have worked in the first place. I felt utterly deceived and misled.

In addition to the financial disappointment, the switch to the new plan actually proved to be more expensive for me in the long run. With the additional $15 per month for the Disney bundle and Google Play, and the 36-month commitment for the $800 credit, it became apparent that sticking to my original plan and receiving the $440 credit would have been the more sensible choice.

To compound my dissatisfaction, the representative also made unauthorized changes to my account by moving my second line to a cheaper plan that does not include 5G Ultra Wideband. This alteration was carried out without my consent or knowledge, highlighting a complete disregard for customer preferences and needs.

Furthermore, the representative incorrectly installed my screen protector, resulting in a persistent and unsightly oil splotch that impairs my phone usage experience. It is disheartening to think that such basic installation procedures were mishandled, leaving me with a damaged screen protector that I must now replace at my own expense.

Overall, my experience at Verizon was truly disappointing. The misleading offers, the failure to deliver on promised credits, the higher costs incurred due to the new plan, the unauthorized changes to my account, and the subpar screen protector installation all contribute to my profound dissatisfaction. I expected better service, transparency, and professionalism from a company of Verizon's stature. Regrettably, my encounter with their representative fell far below these standards. I cannot recommend Verizon based on my experience, and I strongly advise others to approach their offers and services...

My husband bought a phone case on 9-11 for $65.00. It did not fit the way he needed it to so he returned it on 9-12. They said they would credit our account back but it might take 7-10 business days. We have been waiting for the credit to post and no such luck. I called the store on 9-29-2015 at 10:00 am to check the status. He said he would check with the back office and call me back. I never received a phone call. I went into the store at about 7:15 or 7:20 that evening. There was 2 reps both with customers and said they would be right with me. I said no problem. One rep walked out to a car and helped a female out of the car with food and drinks and come into the store. They put the food and drink on the back counter and she came around to assist the 2 men the rep had left to ge meet her at the car. She started in on the process of swapping out his phone. The other guy just kept standing over her watching, then went behind the counter to drink the back to them while I am still standing in the store waiting. She asked him to start with inventory and he said I am going to the restroom first. He left the showroom to go to the restroom. By this time the other rep was finished with his customers and he came around and asked how he could help me. I explained we had bought the phone case on 9-11, returned it 9-12 and still did not have our credit. I asked to just have our cash back. He said we can't do that, we don't have cash. Then he asked the female manager what he needed to do. She said to get the original sales ID and our contact name and number and she would contact us this morning. We still have not heard from her. I am very disappointed in the customer service. I don't think I will recommend this location to anyone for assistance with...