Verizon — Local services in Mahwah

I went into this Verizon unbeknownst to me that it was an authorized retailer as it was not started under the Verizon outside. There was no concierge person to check me in but I thought maybe Verizon stores don’t do that anymore. WELL NO. This authorized retailer does not do checkins. I was met by Roger S. who when I explained my phone 13 is still in SOS mode he told me there was nothing he could to do fix it because the 13 is the last version to use SIM cards and that I can trade in my phone for the newest 16. I said okay sure if it’s not going to raise my bill and he even said it would lower it $20 a month. WHY NOT?!?, right! I left that night paying $155 to pay off the balance of the 13 and $126 which was sales tax and $49.99 service fee.

Later that night and the next day i checked and my Verizon app bill was showing an increase of $30 per month for the device to be paid during the 36 month contract.

I called the actual Verizon and they told me there was nothing on my account showing a trade in promotion was processed and that was I going to be paying off the phone over 36 months.

FUMING, I called wireless zone and was greeted by the most rude and incompetent human in all of the sales world. Come to find out his name was Wyatt and it was his second day. He was CLEARLY not trained in customer service and how to be kind and polite. He simply would just not help. He said only Roger could help me and he would be back on Monday. He told me the manager opened and had just left. He told me he wouldn’t put any other employee on the phone or put me on hold until someone else could talk to me. He said he wouldn’t even pull up my account over the phone and HAD to come into the store. But essentially couldn’t do ANYTHING until Roger was back on Monday.

So ever so angry and annoyed I drove to the location to a completely empty store which did not state that it was an authorized realtor under the Verizon sign. Wyatt went into the back of the store to get another employee named MJ to work with me. Wyatt proceeded to stay very close to me hovering over me and trying to intimidate me and make me uncomfortable despite the many times MJ asked him to go to the back of the store. There was NO ONE in store like Wyatt ever so rudely told me there was and that I could call back in 30-60 min when they were pretty much closing to speak with some else. MJ repeatedly asked Wyatt to leave and he just wouldn’t and I was extremely unfortunately.

Well MJ was able to get Roger on the phone and process the trade in which should have been done when I was at the store the first time.

I am still waiting to see how my bill looks in next few billing cycles. But the whole experience was a nightmare and I would never recommend going there or any authorized retailer as they can pretty much lie and make their own rules and follow zero protocols.

I do want to THANK MJ for all of his help and understand and apologies. And if you do find yourself walking into location ask for MJ and only MJ and don’t listen to incompetence of anyone else.

I’m pretty sure my iPhone 13 could have been fixed but I trusted that Roger was giving me only his...

Had a very pleasant experience yesterday. I went in with my Mom who is 82 years old and suffers from dementia. We needed a new charger for her simple Verizon flip phone. I walked in and jokingly with a young man there said, please just give me the cheapest charger I can get for this phone (I showed him the simplest Verizon flip phone that I purchased for my Mom a year ago.) I was desperate after trying in multiple cheap box stores to get help in finding a charger or USB cable that wasn't in a box to ensure it would fit her phone. This phone is a sense of security for her and going without it made it very difficult for her and myself as anyone living with someone with dementia would understand. She relies on it for the time and a reminder of the day of the week. This young man had saw it was for my Mom, however, knew nothing of her dementia and the phones "value" to her. Within a few minutes, Mom was walking out the door with a free USB cord and a small apple adapter to plug it into the wall. Now before everyone goes running over looking for something free, I'm posting this because I saw some reviews that mentioned the young people there taking advantage of the old. Now, I know I was with my Mom, however, we had pulled out our wallet and I know these were extra mixed-matched items he dug up from the back room for us it was the kindness and gesture that meant everything to me and my mother. She finally relaxed and as soon as we got home starting charging her phone again. So, thank you young man. I'm sorry I didn't catch your name. You paid a kindness and did a deed that you had no idea at the time, just how priceless a "gift" you gave to...

Upgraded 3 phones on May 27th. Once we set up the phones at home took the 3 phones to my local store (this store which is not where we initiated the upgrade from). Handed them the three phones (with cases) and got a receipt which only indicated 1 phone returned and when I questioned it was told it was because they were all 3 under that 1 main number - I was good to go. Verizon has indicated they never received the phones and so the credit for them has never been applied to my account - $2400 in upgraded phones that I didn’t need but because of the promotion they were going to be “free”. The store could provide no record of my phones being shipped - says they don’t have those records. The guy who took my phones no longer works there (a week after I dropped off the phones). They told me because I didn’t do the upgrade at their store they shouldn’t have taken the phones from me (but they did!) because they said it’s always a problem. They told me this was a Verizon problem - not theirs. I have called Verizon six times and every time am told this would be corrected - to date, it is still a problem and I am paying for these phones. I have been with Verizon for 19 years and have used this store ever since they opened…change of hands perhaps but service has been really up and down and manager not helpful. Who sends in a box of cell phones and doesn’t inventory it and have records of what they’ve sent to a corporate office?? GO TO A DIFFERENT STORE and save yourself the...