Verizon — Local services in Marlboro Township

Summary: predatory sale tactics that unknowingly increased my bill and avoid John, an unaccountable and dishonest sales lead. __ Poor service and lack of knowledge about the products and plans they offer and upsell. John assisted us with upgrading my mother’s phone to a new iPhone 16 as part of a promotion offering $750 for her trade-in. We paid the difference for the new phone upfront and were assured our monthly bill wouldn’t change.

However, after switching the phone last month, I received a bill showing a $149.87 increase. When she returned to the store to speak with John about this, he was busy dealing with another irate customer. He hastily scribbled "plan prices" on a post-it note, claiming nothing had changed, but the numbers didn’t match our bill.

After contacting customer service, we discovered John had added $110 in phone protection charges for all three lines ($50 prorated for November and $60 for December and future months) and an additional $10 monthly charge for 100MB hotspot on the new phone line. These hidden add-ons increased our monthly bill by $120 + taxes, significantly altering the plan we originally had.

Additionally, be cautious of the predatory tactics used to push monthly phone payments vs. paying for the phone upfront - under the guise of being "interest-free." John even claimed he “wouldn’t recommend his own mother pay it off upfront.”

After calling Verizon, I learned store salespeople receive extra commissions or bonuses when customers opt for monthly payments instead of paying the balance upfront, even if it’s just for the first month. While I don’t mind paying more for value-driven service or salespeople earning a commission, I expect honesty and transparency. Unfortunately, John’s approach felt deceptive and sleazy.

There’s a clear difference between being an advocate for the customer and simply lying to make a sale. This store seems to be a revolving door of untrained salespeople who lack basic product knowledge and customer...

DO NOT go to this store. The amount of lies I was fed was unbelievable. Also I see Stacey Koopmans review 3 weeks ago - Chad told her Stephen was let go haha that IS NOT the case..

My father and siblings went into the store Wednesday evening and spoke to Stephen. If you do go in and get him run for the hills. All he did was feed us lies. In addition to the store manager Chad. The manager Chad agreed he would go to other locations to pick us up the three colors we wanted as that is the fastest we would be able to get the phones (not true) and that they would have the phones in by Friday..2 days later (did not happen). Steven told us our bill would be Only be increasing by $15 each phone (not true). Did not mention activation fees plan upgrades etc. he said he would call us on Friday when the phones were in (never called). He said he was working on Friday (not true). He wrote down all the information on a post it note. Friday came and we received no call. I called Spoke to a Sean as he confirmed with me his name was Sean but it was actually John. He said his manager, Chad, was not in and he would try to Get in touch with him and call me back (no call back). I call back 30 minutes later and Chad picks up the store phone. Chad told me all three phones were available for pick up on Thursday. Says Stephen should’ve called me. Turns out only 1 of the 3 phones were correct. Chad then tells me he received no post it note from Stephen. Chad tells me it’s impossible to get the colors we want but he will try his best for us. I was fed so many other lies on the phone. It was actually comical. In the meantime, we went to another ordered us the phones within an hour. AVOID THIS STORE...

I have to start by saying I have been going to this Wireless Zone location for the last 6 years. It is conveniently located near where I work. I purchased my last 3 phones there. Every visit I had at this location has been pleasant. I didn’t have to wait at all for someone to assist me and they made my purchasing effortless to me. My most recent visit I was assisted by Brian. I was having an issue with my text messages and he was able to retrieve the ones I lost. I was beyond happy. While I was there he did talk me into getting a new phone. That was not my intention that day. But I definitely needed one! The phone that I was getting unfortunately was not in stock at that store. Within a half hour the phone was driven to that location for me by Wireless Zone employee. I was super impressed by that.

The process took some time and during that time Brian was friendly and we held great conversation.

The gentlemen that were working that day with Brian were Ken and Chad. They ALL were friendly, dressed well and acted professional while still giving a personal vibe.

I had an issue with something on my bill and Chad (the store manager) called me personally and assisted me with the issue.

I have and will continue to recommend this location to people.

This has nothing to do the with service that I received but I do have to mention that they are all very handsome as well!

I will ad that I work in the Beauty Industry and have for many years. Customer Service, professionalism, appearance and being knowledgeable in your field are things that always stand out to me when visiting a business that provides a service. Wireless zone in Marlboro has 5...