Verizon — Local services in Manalapan Township

Wish I could leave ZERO STARS. This Verizon location is horrible...the employees are clueless and disrespectful. My husband and I upgraded our phones and when I was packaging up our old phones to return them, I realized we were given the exact same label with identical tracking numbers for both packages. We returned to this location to get an updated label and when we arrived, rather than just getting us a new label (since it was their mistake), the manager, Doug, told us we had to wait about 20 minutes for someone to help us. Once we were finally called to be helped, the employee, Isabella, told us that it was fine that our labels had identical tracking numbers (this is NOT true). After explaining to her why they could not have the same tracking number, she agreed to print us out a new label (this took several minutes - not exactly sure why). When she comes back with the label, it is for FedEx, not UPS like the other label. Now not only did we have to spend an hour in the Verizon store because they failed to give us the proper mailing labels the first time, but I was also expected to now go to two different locations to drop off the phones to mail them back. I told Isabella that I was not going to go to FedEx and only wanted to go to UPS (especially since there are no FedEx drop-off locations nearby), she basically told me too bad, the FedEx label was all she would give me. At this point, she walked away and as she was walking away I told her I would like someone else to assist us. She then started yelling at me from across the store stating she was helping us. At this point, the manager, Doug, came over and asked me to explain what was going on. When I started to explain to him our issue, Isabella then began talking very loudly over me. Because I raised my voice when I asked her to stop interrupting and go back to helping the new customer she was with, the manager told us we were done and told us to leave because he wasn't going to allow me to yell at his employee. When I questioned why he was ok with his employee yelling at me, all he said was I will talk to her later and said we're finished here. So I was reprimanded by the store manager in front of everyone in the store and the employee had nothing said to her. This was extremely disrespectful and very poor customer service. The worst part was the issue was not resolved, we wasted an hour of our time and this was all due to...

please acknowledge this review. I visited the store today Jan 3 2024. I was there to return an I-phone 13 mini as part of an agreement with Verizon when I purchased an I-phone 15 from the promotion Verizon had offered.this transaction was done on Dec 26, 2023 with my wife and Skylar. this part seemed to go well until today when I asked to purchase a usb-c to lightning adapter. he looked around and could not locate any. even with the picture I had shown him. He called another associate whose name I did not get. I showed him the same picture and he claimed the store never had this adapter. I asked how could it have never been in the store since I purchased it from the same store a week ago. He then says maybe I was at another store when I bought. So he was impling that I didn't know what store I was in. Basically saying I'm an idiot or a moron and did not know where I purchased it. I have been a customer of Verizon, Bell telephone for over 40 years. you can check the validity of this complaint by looking up me name and it will give you all the info. one thing I had asked to speak with Skylar to verify I was at that store but was told she was busy. They should have asked to to hold up whatever business and to speak with me. I would like a follow-up call to speak more on this matter. My complaint is not about Skylar but the rep today.

As I expected a general response from Verizon. I really wanted to receive a call from a management person to discuss this matter. I had neglected another treatment from one of the reps the time I was there. I have seen many promotions from Verizon stating a trade in of any phone model in any condition no matter what. I had shown another rep and old I- phone. Probably an I-phone 7. Not 100% sure. I basically got laughed at and claimed it was worth cents. So what does the promotion really mean? Only phones Verizon wants to take back? I really would like to speak to a person about all this below...

Posting this review so your elderly parents do not get scammed by Steve either.

My mom’s phone stopped working last week. I checked the account and it said she was eligible for an upgrade to an iPhone 15 for free so I sent my parents in to do so. I didn’t ask much about the interaction. At this point all I knew is my mom had a working phone.

I went to check my bill last night and to my surprise there was an additional line added to my account and saw that both the new line and my mothers line had an iPhone 14 associated with it. Thinking it was fraud I inquired about it through customer service. Turns out Steve never used the upgrade on my mothers phone line - instead he added a new phone line to my account (it was explained to me that my bill only changed by $2 because the price of the other lines drop). So if the account holder wasn’t to look on the bill there would not be a difference in price. When I asked my parents about it after the inquiry I was told they weren’t told that another line was being added, they were told there was no upgrade either when there was. Turns out employees get commission when new lines are added. So not only did they not upgrade my moms phone to the 15, she got an older model. Needless to say I was beyond livid that Steve took advantage of my parents age and lack of knowledge being that the account is under my name. My dad even gave him a $20 cash tip because he was so helpful at resolving the issue with my mom’s working phone!

Today I went in asking for Steve and the manager. When I explained what had happened and mentioned it was done for a commission Steve had the nerve to say “don’t worry about my paycheck I did the best deal possible”. An additional line not being utilized with a $2 increase to my bill and an older model phone than what we were eligible for? Thankfully, the manager Irvin and associate Isabella helped rectify everything.

I will not be returning to this...