Verizon — Local services in Millburn

I am only giving this one star because I have to give one in order to write a review.

As a Verizon customer, I am EXTREMELY disappointed. I went to the Short Hills mall this past Saturday to trade my IPhone in for the new Verizon deal. Originally, I went to Apple and because I had a crack on one of the camera lenses I was told I could not get the new deaI due to my phone having no trade in value. I then went to Verizon and explained my situation and what I was trying to accomplish. The guy at Verizon handed me a sticky note with a number on it to call to see if I had insurance and couldn’t be bothered to call them and look into the account himself. He told me to call them to get a replacement phone that could be used as a trade in for the deal. I got the replacement- switched the phones out and went back to the mall to exchange the phones. Verizon now told me that because this new “Iphone 13” is on my account I am not eligible for an upgrade for 60 days. Prior to this new phone.. ON SATURDAY, I would have been eligible as Verizon would have taken my broken phone as per their trade in deal.

I then proceeded to speak to representative after representative who put an order through and credited my account, then the order never went through. I was told it did go through. 8 hours later the order was still processing. The next day the order was cancelled and again I was back at the beginning. I am ineligible for a new phone because the 13 has to be on my account for 60 days. Not one person was able to help me other than offer me to buy a new line in order to get the new phone. What should have been $80 for the 16 pro max- was $100 for an old 13, and no one is able to help me exchange for the upgrade.

I have now spent 3 days and hours in person and on the phone with Verizon employees trying to be helped and not one was able to offer me a solution.

I have been in a plan with Verizon for about 20 years and after this- my family will probably be looking elsewhere because of how exhausting and awful this experience has been. How can such a big company treat such a loyal employee this bad? The simplest fix would be to allow em to send this 13 in for the upgrade iPhone 16, but instead nothing is being done, when the Verizon employee is the reason I’m stuck in this situation in the first place. Extremely disappointing...

I wish I could give 0 stars.

They canceled my pickup order without any explanation. Totally wasted my time. The worst thing they did was:

11pm: I placed a pickup order successfully. The 2nd day around 3pm: the order was cancelled because I didn’t pick it up!!! It was not even in ready for pickup stage. Also, usually I got 3 days to pick it up from other stores. They were lying in the cancellation email. How ridiculous!

You could see what they did:

They tricked the system to make it look like it was my fault the order was cancelled. When I contacted the Verizon customer service, it would look like i didn’t pickup so it got cancelled until I showed the agent the timestamps of ordering & cancelation, Which made the shopping experience even harder. Imagine you thought you got a good deal during shopping season from Verizon and after a few hours, it was gone without no reason. You could imagine how frustrated I felt. Initially, I thought my account was flagged with fraud or something, but when I called the Verizon fraud team, they said everything was ok on my account! This made the whole thing a mystery!

My conclusion:

I noticed the item kept showing up in stock and ready to order after cancellation. If the item was out of stock, it shouldn’t keep showing in stock. Since this was the 75% discount of the accessories, I think this store didn’t want the customer to have the item with a huge discount. This is not cool! I have zero issue with pickup orders in other stores.

My suggestion to the store manager: I got it if you guys don’t want to sell an item with a huge discount, just to be honest, take it down from the inventory online. Please don’t play games and waste people’s time to order and get canceled. Stop telling lies in the cancellation email.

As a loyal Verizon user, I am very disappointed with the terrible shopping experience! Also, I tied to call the store number listed in the order to figure out what was going on, but it went to Verizon customer service directly, useless!

I already made a complaint through Verizon customer service. Let’s see how it goes.

Store manager, feel free to contact me and share your side of...

Had a pretty disappointing experience at this store. I came in with a very clear request — to upgrade my plan with more hotspot data — but instead of helping me with that, they repeatedly pushed other services I didn’t want and challenged almost everything I said. For example, when I told them, ‘I cannot install internet in the building because I’m not the owner,’ they said things like, ‘Why not? You’re working there, right? It would just be for you.’ That only stopped after finding out the building could not have internet installed.

They then kept pressuring me about perks even after I clearly said I didn’t feel comfortable adding on the ones they were trying to sell me. They added them anyways making me feel like I had no choice.

What made it worse was that they kept whispering to each other throughout the interaction things like “sell her two perks”, which felt like they weren’t being transparent or upfront with me, I just wanted a simple plan adjustment, but they kept pushing extra things I didn’t need, even when I said no multiple times.

At first the cost to my bill would be $10 more but then after I said ok that sounds great suddenly it turned to $30+

In the end, the pressure was so overwhelming that I had to just stop the conversation and quickly walk out — it felt like the only way to end it.

Thankfully, I went to a different store right afterwards and they were able to disable the unwanted perks. They also showed me that I could have gotten a way better plan deal, but saw I was still feeling uneasy and didn’t try to sell me to change it at all.

Overall, it was a really uncomfortable experience, and if I had to go there again I would not go alone. I really hope this location rethinks how they treat customers and stops using these aggressive...