Verizon — Local services in Middleborough

I've had a lot of issues with my Verizon services this past year, but this store isn't Verizon. This store is a group of employees that show up to work. One thing for sure, is if you feel your time is being wasted, the employee does too. I visited this store back in August because my phone bit the dust. I didn't walk out feeling like I got the best deal, and felt I could have saved money by instead using an online promotion that the store didn't offer. It is what it is. I had a phone and a new iPad, at least. A month later, I was having issues with my account and my eSim. That's where things get tough for the in-store guys. It's a lot of "calling the service centers" and repeating information 6 times before it finally matters. Regardless of the wait, the gentleman assisting me at the time (he knows who he is, but I forgot his name. Sorry bro. I'll update the review after my next visit) stayed even after the store closed in order to make sure I went home that night with a working phone. I was sincerely grateful for his time and effort, because the shared frustration was real. He knew as well as I did that having to be on the phone with someone who doesn't have all the information right away is frustrating and time consuming. Anyone who has worked in retail long enough finds themselves in a position where they got finish the job, so the customer's time feels well-spent. I was in the store for maybe 2 hours. I walked out with a smile and, honestly, the frustration was gone.

And then I visited again yesterday, when that very same phone became inoperable due to battery issues. The employee who assisted me is a fellow servicemember, and it tells with his work ethic and knowledge of the workplace subject matter. I didn't catch his name either. He knows who he is! What I felt was going to be another 2 hour visit ended up being maybe 20 minutes. I was perplexed. I have Verizon Mobile Protect. That was a huge plus, he said, and after just a few steps I had a new phone on the way. It arrived within a few hours, same day. No issues with data transferring either, by some miracle. It doesn't even feel like a new phone. it just feels like my phone.

Next time I walk into this store, hopefully not for something broken, and maybe for something new, I expect to walk out satisfied. Because that's how it is over there....

Dealing with Verizon on the whole has been a largely negative experience. This particular location is less horrible but only by a degree. My contact at the store, a man named Jarred, was rude on the phone, hanging up on me after answering 1 question. He didn't even bother to end the conversation, he answered and then disconnected. Unfortunately when I entered the store he was the person available to help me. He didn't greet me, he didn't make any effort to interact with me, he never asked me if I had any questions or needed any help, he stood there silently until I explained why I was there. He wordlessly took numbers off the box verizon sent me, grabbed my new router, and walked away after handing it to me, checking his phone during. This very short process. I had to ask another employee if there was any type of receipt and if I was all done, because jarred had left for the back of store. I gave the store 3 stars because for all this employee did wrong, he did ultimately get the job done. He did it with a frown, made it clear I was an inconvenience and certainly won't win any employee of the year awards, but unlike the reps on the phone, he at least accomplished something and that deserves at least 3 stars. If you do happen to come to this store, ask for rocky. He was entertaining, polite, and engaging. The customer he was helping was laughing and joking with him, and he was the person who helped me finish the transaction and...

They don't even deserve one star at this store! I went in to buy my husband a phone which I did and they also talked me into trying a new phone for myself which I really didn't need but they said that I could take it home try it out and return it within 7 days. I went back 2 days later to return the phone because it was absolutely horrible and of course I was treated rudely by the manager Rocky and told that there was a $100 restock fee which conveniently nobody mentioned to me at all while they were trying to get me to take the phone home and try it out. Rocky, the store manager, was one of the most rudest individuals I've ever dealt with as manager of a store he needs to learn what real customer service is. He was rude angry and short-tempered and whoever runs this store should really consider taking him out of the position I will never buy another phone there ever and I will never recommend this store to anyone. Buyer beware when you go into the store they try to talk you into taking a phone home like they're doing you a favor and they never mention the restock fee which they rudely collect when you bring the phone back. They're running a scam there with this restock fee so again...