Verizon — Local services in Merriam

I had a terrible experience at this store. I’m not usually one to complain, but I wanted to share my experience to hopefully save someone the experience I had.

I went in to trade in my old phone and get the newly released IPhone. I was so excited! I called the day previously and was told that they would have a limited number and to show up at 8am to have the best chance. When I arrived, I was greeted and asked if I had an appointment. I told them that I did not, but that I had called ahead and was not told that I needed an appointment. They said that they would go ahead and see me since I was the first person there. They sat me down and started the sales process. Up to this point they were very professional.

Next, they tried to upcharge me for every little thing. This, I expected given this is their job and what they are trained to do. My problem comes when I denied these extra services. Samantha, my sales representative, was extremely rude and suggested I call my mom in a condescending voice. I said I appreciated her concern but I would not be adding any extra services. Then I declined the phone protection plan because I get a better phone insurance elsewhere. Samantha started berating me about how irresponsible this was and stating then said “you can pay $1200, if you break your phone?”. Then two other workers came over and stated the same thing in rude loud tones. I felt very uncomfortable. It was very unprofessional.

The final straw came when I am paying for the phone’s taxes, I saw a fee called “Set up and Go service”. Samantha told me this was an unavoidable tax for coming in to buy the phone. I was already flustered so I didn’t fight this. I left with my new phone still sealed in the box. Later, I found out that this fee is for if the sales representative helps a customer extensively set up their new device (which I did completely on my own at home). Luckily the Verizon online customer service is amazing and refunded this charge.

My understanding is these sales representatives work on commissions. I feel that this representative was trying to rack up my bill to help herself out even if it meant making me feel uncomfortable and attacked. Please go to a different corporate store to avoid this. DO NOT go to this store if you are buying a new phone. It’s worth the drive to find more helpful, kinder employees, who listen to their customers and respect when...

On Sunday around 3:45pm I went to this location to pick up my online order. Immediately I was hit with frustration and issues as my order hadn’t been approved or sent to the store. I had to call customer service since I placed the order online and after being transferred and holding for over 10 minutes I was hung up on. Of course I was very upset by that point and would only allow warm transfers when I called back. It was a very long process and I couldn’t get proper assistance over the phone. There was literally nothing the store could do to help since I placed my order online. The store manager Chris tried his absolute best to help me but in the end I left empty handed and very frustrated. I am giving them 5 stars because Chris and his team stayed 40 minutes after closing to try and help me because I had driven far to the store expecting to get my kids their new phones. Chris tried his best and I’m sure they’d all rather be home than on hold with customer service all evening. In the end it was determined someone changed the shipping method and we couldn’t change it to store pick up. The customer service team needs major training and reduce the amount of transfers they put customers through. The store should also be able to contact support directly and not have to jump through hoops as Chris did. It seems very unprofessional for your stores to need help and not be able to get proper support in a timely fashion. Chris and team, thank you for your patience with me and my autistic nephew. I know you all wished you could have filled our order if we could have had proper support from...

Customer Beware: I carry a simple flip phone for emergencies or occasional text to grandkids. My plan allows me to pay ten bucks a month for my usage. I go to the Merriam store and pay $30.00, plus tax, to carry me ahead for three months. Oct. 1st I went into the store. It was my payment date, even though I still had over $10.00 usage available on my phone. An employee made a mistake and entered me into a NEW $30.00 A Month Plan. Two days later I discovered the error and returned to the store .The manager and employee acknowledged the mistake, but refused to correct it. Manager said once they put a new plan in place it could not be reversed. I asked for my original thee month payment money back. It was refused. I can use my phone for a month since I have their new plan on it, but guess what, I am now looking for a new provider, one who practices fair customer service practices and is accountable for their errors. (No stars is what I prefer to put on this place.) Follow up. I called the national office regarding the Merriam's error and refusal to correct their mistake. She immediately helped me. She restored my original plan. My payment was put onto that plan. So, if you have an issue get the national number with a human person to address your issue and give you the help that you need. Their number can be found on the net. I will make future business with Verizon at a different location,...