Verizon — Local services in Los Gatos

My family has 5 lines and has been using Verizon for over 20 years and is very happy with their excellent service. Before Thanksgiving, I was wondering if there were any good Black Friday deals, so I went to the store on 11/26/2024. Brian C, the salesperson, told me that they had a once-in-a-lifetime super sale. Through Friday, November 29, 2024, any phone still active on Verizon can trade in an iPhone 16 Pro max and get a $1,000 credit. All my payments are $5.50 per month for 36 months (balance $199 divided by 36 months = $5.50 per month), my monthly plan will be reduced about $2.50. So, I paid $161.92 (sales tax...) to trade in my old iPhone 13 Pro Max for a new 16 Pro Max. The next day, November 27, 2024, I paid the same amount to trade another old iPhone 13 Pro Max for a second new iPhone16 Pro Max. When I received the statement from Verizon on December 7, 2024, I found out it was a scam. Line1 - starts at $27.10 in November, increases by $190.76 to $217.86 in December Line2- Starts at $21.52 in November, increases by $97.72 to $119.24 in December Lines 3,4,5 - From November $27.10, increase $24.03 to December $51.13 The total of 5 lines increased by $360.57 from November to December.

On 12/07/2024, I went to the store to return these 2 phones, but the salesperson Michael N told me that since the phones were purchased from Brian, he could not process my return. I told him I purchased the phones from Verizon, not Brian himself. He persisted and called the police who asked me to leave the store and warned me not to return to the store or I would be arrested. I'm Asian and I firmly believe these actions are grossly racist. On the advice of Verizon customer service, I went to another Verizon store to return the phones. According to my sales receipt, the salesperson told me that Los Gatos Verizon is operated by "Victra" and that they are a Verizon franchise store rather than a Verizon direct store. The easiest way to differentiate is that "Victra" employees wear casual clothes and Verizon direct stores employees wear red sweatshirts. He knew that "Victra" employees often defrauded customers, but his computer system was unable to process my return and recommended that I go to another "Victra" Verizon store located at 925 Blossom Hill Rd #9127 in Oakridge Shopping Mall. Juan D, the salesperson at Oakridge Mall processed my return but he charged me 2x $50 restocking fee, 2x $39.99 service fee and told me they would keep my 2 trade-in iPhone 13 Pro Max, and won't give me any refund. This is my once in a lifetime Black Friday super deal. Total cost is $360.57 monthly, 2 x $50 (restocking fee), 2 x $39.99 (service fee) and 2 iPhone Pro Max. I still like Verizon’s service very much, but if you need any Verizon’ service, I suggest you go to Verizon’ direct stores (employees wear red sweatshirts) instead of Verizon’ franchise stores (owned and operated by “Victra”, employees wear...

I do not recommend using this location to shop for Verizon products. I brought my older daughter in to get a new phone over one year ago. On that day the sales clerk convinced me to purchase a second phone because I would get a two for one deal, making the second phone free. I did not need a second phone, but he convinced me that it was too good to pass up. I decided to go ahead and get the deal and I would give the second phone to my other daughter even though she did not need a new phone. The sales clerk knew that I already had an established Verizon account and when I asked if the deal was good for pre-existing Verizon customers he said absolutely. The refund would show up as a $35 credit on my Verizon bill every month for 2 years starting about 1 to 2 months after purchase. When I did not see the credit on my Verizon monthly bill after 2 months I called Verizon to find out why I was not seeing the credit for the phone deal. When the associate looked into my account/purchase she informed me that the deal that I mentioned was only for new customers not pre-existing Verizon customers. When I told her that the sales clerk told me otherwise and in fact sold me the phone knowing full well I had an account she told me there was really nothing she could do because my account was not valid for that offer. I have been getting the runaround ever since from the manager of this store and the regional manager for Verizon. Not only have they not refunded me my $840 back they are now ignoring my emails and calls. I work hard for my money and Verizon is a huge corporation. Their sales associate hard sold me something I didn't need based on a deal that I was not eligible for. I'm out $840 and the people that I am supposed to be getting service from are avoiding the situation and completely unprofessional. Not only would I never shop at this particular Verizon store again, I plan on reporting them to the better...

Arrived at 130pm to a sign which said "taking lunch back at 3pm." Had to wait 1.5 hours for the only one manning the store to finish That "lunch" which was 3x the length of any lunch I'd taken. Sounds unheard of. Guy said he didn't need to call anyone in for help because he can do it himself. Not sure how he sussed that one out since customers cannot attend a closed store? Whatever self fulfilling logic he had worked for him though. He said he took an extra long lunch because he went on a run during his lunch break. Guy was just unbelievable. Then, he told me to call tech support for my problem he couldn't figure out. I asked if he could call tech support because I waited so long for him I was sunburnt plus it is his JOB to help me, that is the definition of a job. Guy seemed to think he should get paid to go in runs around the store and cheat his company our of money by going on runs instead. He told me to get out if his store because I was being a "tough guy." Far non the ABSOLUTE WORST service I ever received in my entire life. This individual will have his higher up made aware of his decisions to cheat them out if money as well as tell me to leave. He also broke COVID rules by seeing people without appointments. Want to make sure the execs and his boss are aware they employ people who...