Verizon — Local services in Menomonee Falls

Follow-up (from 3 stars to 1).

So I called the Loyalty Line I was told to call since help “can’t” be done at the store. Now I know why the instituciones were rushed and vague… they weren’t fully true. This had to do with the perks. Two of the 3 “perks” I got for upgrading to a more expensive plan were not as explained. Only the Netflix was truly what they said. The Max and AppleOne were not compatible with the subscriptions I already had which are better than the basic perk you get. I was told they would offset and I would pay the difference and that isn’t the case. The plans structure is more of a Verizon thing than the store, but either at the store they take the time to learn and explain what the plans do or not or just don’t half-truth people and rush you to sign up to the sale they just made.

These perks are maybe good for someone who doesn’t have them. If you already have them (Netflix, Max, AppleOne, etc.), especially if they are better than the ones Verizon offers, DON’T BOTHER, they are very hard to setup and in the case of Max it would be a secondary account (with ads) to what you already have and you will have to manage them separately. You would have to cancel the (better) one you had, if you don’t want to pay both. So honestly, not worth it. Just a hook for you to switch plans.

I wished the rep selling us this “upgrade” would have explained all this for us to make a decision if it made sense or not. But they made it all sound to be super easy and for these perks to allow you to save money on the accounts you already have. If they didn’t know it, then they should as they are misinforming you. If they did know it, then they re being dishonest or at least not telling you the whole story.

Last time I’ll ever go there. This was the third phone I had upgraded there. This is what happens when to make a sale you lose a customer.

And to whoever replies to these reviews, your response is generic and useless. I expected something like “stop by and we can help you fix your problem”, not a “we will try harder next time”. Read the replies posted to every review and they are all the (useless) same.

The service is good, there were a lot of options and the process to upgrade a phone was fast. However, there’s always a point where they try to upgrade you to a different (more expensive of course) service. It was a good upgrade but that entailed switching the pay-from for a couple streaming services. The instructions were verbal, simplistic and rushed. Obviously trying to do it yourself at home was not successful so we went to the store to get some help. We were told they could not help us at the store and gave us a phone number to call. That is bad service, you’re all attention and care when selling something to someone and then direct them to a phone number somewhere else when...

If I could rate them zero stars I would do so. We were completely and 100% misled and basically lied to by Chelsea when we went in to switch from T-Mobile. We were told we could get a “55 and older” discount plan for our family which is what we had a T-Mobile. We were told we would pay approximately $35 per line for three lines, and that we would each receive a $200 visa gift card for switching. After all our phones were purchased and our service was switched, and we had paid for accessories etc, we were then told that “oops, that 55+ plan is no longer available.” We were told “wait a month or so and call the 800 number and you will be able to get on that plan, because it’s only for “loyal customers.” We did that, and were told that the 55+ plan is “only available in select locations” and ours is not one of them. When we went back to the Menomonee Falls Verizon store to express our dissatisfaction, we talked to a sales rep and a manager (the girl from Alabama) and the manager literally said “well, I don’t want to call you guys liars, but.........there’s no way our sales reps would say that you could have that plan. They know better.” She also said there is no such thing as “location specific” promotions, but the 800 number customer service rep had even told us the specific cities where it was available. Seriously!! We got nowhere with her. On top of it all, we only received two of the three visa gift cards we were promised, AND our bill (which is unlimited data) has gone up every single month. I hope the staff at Verizon doesn’t ever think that they get business due to their customer service - the only reason we (and many others) stay with Verizon is because of the superior cell service nationwide and particularly in remote areas of Wisconsin. I hope I never have to go back to this store again.

UPDATE: After seeing this review, the regional manager did call us and applied an additional $200 credit to our bill. She said there was no way she could give us a lower monthly rate but she was very apologetic about the whole situation. It’s too bad a person has to take the time and energy to be a squeaky wheel on the internet in order to get good...

I had one of the most disappointing customer service experiences I've ever encountered at the Verizon store in Menomonee Falls, WI, and it ultimately led me to cancel my Verizon service entirely.

My son’s Gizmo Watch 3 stopped charging yesterday. After testing different chargers and confirming the issue was with the watch, I looked online and found this is a known problem with this device. The watch is only 8 months old, well within warranty, so I called Verizon’s phone support. They were helpful, confirmed the issue, and offered to send a replacement in three days. Great—except I’m leaving on a trip and needed it sooner. The rep said I could go to the local store for an exchange and sent me to Menomonee Falls.

When I arrived, the store was empty of customers but staffed with five employees doing nothing—none of whom showed the slightest interest in assisting me. I explained the situation and was immediately told, "We don't do that here," with zero attempt to understand or help. I asked if they could at least pull up my account, which they did, confirming everything Verizon support had noted. Yet again: “Can’t help you.”

Then came the kicker. One of the employees finally asked if there was any damage to the watch. I said none I was aware of. My son (who was with me) pointed out a small hairline crack in the screen that had been there for months. It was cosmetic at best and completely unrelated to the charging issue. But suddenly, the tone changed: "Well, now it doesn't matter—you’re SOL.” No attempt to verify, escalate, or assist. Just a smug dismissal and a collective stare like I was wasting their time.

This store's attitude was appalling—apathetic, rude, and entirely unwilling to help. I wasn’t expecting a red carpet, but I certainly wasn’t expecting to be treated like an annoyance over a clearly defective product that Verizon had already agreed to replace.

Verizon: you lost a customer over this. Not because of a cracked watch, but because of the unprofessional, unhelpful, and disrespectful behavior of your employees. Fix your stores. Train your people. And stop leaving your paying...