Verizon — Local services in Missoula

I walk in and there’re a couple customers ahead of me - cool, no problem. I take a seat. I catch the name of one of the employees, Josh. I infer from the questions he asks his superior that he’s new, and I know very well what it’s like to be new and still learning, so I continue to wait patiently.

As they usually do, these customers’ inquiries take quite a while to finish. While I’m waiting, another customer comes in and waits.

When Josh finally finishes with his customer, he looks directly at me, only to then walk across the room to the other customer who came in after me - “Hi, what brings you in here today?”

I understand being busy with other customers and being unable to get away for long stretches, but when your new employee doesn’t even think to offer a “Thank you for your patience, I’ll be with you as soon as I can” after a customer has been waiting for 25 minutes, and then proceeds to (seemingly) deliberately pass you by to help a customer who came in close to 10 minutes after you’ve already been waiting, it feels like you’re just straight up being ignored.

Finally, the superior got some free time and approached me.

He was kind and personable and complimented my shirt. Unfortunately, due to technical reasons I completely understand, he was unable to help me, so I left with 30+ minutes of my time gone.

I’m sure this was a fluke, as it seems the vast majority of people have nothing but great things to say about this place, but man, whoever you are, owner/manager, you need to teach Josh to not ignore customers and to be aware of who was there first. I’ll try and give him the benefit of the doubt, but damn if it wasn’t frustrating.

I know that 5 stars are really the only ratings businesses want to see, but Josh’s ignorance/aloofness to people waiting patiently on him leaves me unwilling to do so.

Whoever the owner/manager is, you were great and your location is great, but you gotta teach that guy some basic customer service and...

9/2024: Wanted to share a quick update...I just had a wonderful interaction with Aryanna at this location. I wanted to buy a charger for a Gizmo watch and when they didn't have any in stock she went out of her way to try and help me fix the one I had (even using her own personal tools!). She also looked up other locations in town where I might purchase one. I felt like she really cared about my problem and understood the urgency of finding a solution quickly. And, the best part?! What she did WORKED! I'm back up in running with my old charger without having to spend any money. Thanks so much Aryanna! You made my day SO much better. :)

I bought a new phone from Bruce and his team at this Verizon store. He (and employee Burke) gave great customer service, were patient with many questions/visits during the process, ordered me the product I needed when it wasn't in stock and most importantly helped make sure I got the best deal on the phone I could (i.e. saved me lots of $$$$!). They spent a lot of time helping me transfer information and make sure I had all the accessories I needed. They were kind, helpful REAL people who made the experience of spending hours in a phone store as positive as it could be. While I was there I witnessed them provide this same excellent service to a number of other individuals with a variety of issues/shopping needs. I would highly recommend visiting this location for your phone needs/purchases. The only thing I think they could have done better was been more timely in communicating updates (for example when my phone arrived, calling to let me know sooner in the day) but to be fair it was during the Black Friday/Christmas time frame and I know they were swamped. I'm definitely going back if I ever need service or products in the future!...

The service team is highly unprofessional. We missed a deal on the 31st March because they did not open at 9 a.m. We waited till 9.20 and had to leave. We went back on 1st April and signed up to exchange my Iphone 11 for an Iphone 14 which we were told would arrive in two days. When I finally called on 10 April, we were told the phone had reached the store on the 3rd but they had not informed us. When we went in, Terra told us the phone had not arrived. After 15 minutes she discovered it had. It then took her and another team member two hours to do the paperwork and transfer the data, mostly because Terra is new and kept making mistakes. They could not transfer the data in the normal way for some reason, so they had to do it through a Verizon App. When almost done, they told us they could not transfer my text messages when doing it this way. I asked them to cancel the transaction and the big white guy helping Terra said that would cost $50 as restocking fee and it was not required that they transfer the data! So we went ahead. The same guy explicitly promised that all my Apps would be transferred. In fact, six of my Apps were not transferred. When I went to tell him this, he rudely said he was off the clock. I will never go to this...