Verizon — Local services in Monona

Incredibly unhappy with my experience today. I went in for a phone upgrade, happy to find I could do so, add Verizon’s home internet and YouTube TV and still save some money! The caveat was that I’d have 30 days to try those services and would be allowed to cancel within those 30 days. I got home, set up home WiFi and Couldn’t find YouTube TV app or where to register.

I tried calling the store many, many times, with no answer in normal business hours.. I finally called Verizon support (long 40 min wait to speak to a human) only to find out there was no record of YouTube TV on my account at all. Hours later, I finally drove back to the store (20 miles ) because they would not answer the phone in the evening. I also found my receipt had the wrong address on it and I had to address the YouTube TV issue in person.

When I told them no one answered their phone, another customer said the same thing. The reps said they didn’t know where that phone number rings to, but it wasn’t in the store. That would have saved me a 20 mile trip to the store and 20 mile trip back home!

When I got to the store, I found from a different rep that YouTube TV wouldn’t kick in until I was on home internet for 30 days, THEN YouTube TV would kick In.

They also said the address on my invoice was just a “local invoice” and was not an issue. Mind you, I’m in Wisconsin and the invoice had my address in Oregon…a state I’ve never lived in. To correct that, they would have to refund everything and re-ring. I declined as I didn’t want to spend another three hours in that store.”!!!!!

I was mislead when I agreed to the new contract. I was told I would get home internet and YouTube TV for 30 days, the new phone and have the opportunity to preview before committing as I had Spectrum internet and cable. I could cancel home internet and YouTube Tv before canceling Spectrum.

Bottom line, I signed up for services I wasn’t sure were the best, but with the promise I could cancel if I wasn’t satisfied, only to find, that wasn’t the case! I’d have to “preview and commit to the Verizon internet before I could preview YouTube TV.”

I’m a 20 year (TWENTY) customer of Verizon Wireless. Mind you, “iCloud services were not connecting” during my phone upgrade resulting in an additional hour in the store. (I had assured my iCloud and all apps were connected before going into the store).

I wouldn’t be leaving this negative review if the team had taken care of me and compensated me for my time and frustration in the store after two trips. But, they dropped the ball. I got an apology, but nothing else. Mind you, I’ve been with Verizon for 20 years, but that...

I purchased a phone here yesterday and I although I'm glad I was able to get the phone (as it was on backorder online and other stores sold out) I don't think I would be able to recommend the location to anyone. Pros: 1)they had the phone I wanted in stock. 2) the sales person was knowledgeable about the plans and knowledgeable about phones.

Cons:

1. While I was at this location, a total of maybe 2.5 hours, two other customers came in. The person 1 came in and wasn't acknowledged for about 5 mins. And when asked what he needed the sales person pointed something out and then left him hanging. Person 2 came in and wasn't greeted at all.. Which I think is incredibly rude and would make me want to leave right away. Person number 2 ended up asking person 1 how to solve her problem and then left.. Person 1 ended up leaving after waiting for about 30 to 40 mins.
2. The sales person was very opinionated. And did not hold his opinion back which is definitely a turn off when you are trying to shop for what's best for you.
3. He made rude judgemental comments that were very off-putting. For instance, when checking in I was asked to scan my ID, I wasn't comfortable with that and just asked to show him my I'd instead and he made a sparky remark about that. And he did it again when I asked him to stop talking to me (about the insurance I did not want) while I was trying to read the terms and agreement. I believe he said "well if you don't sign you can't have the phone." That's great, but I'm still not going to sign something without reading and making sure I know Exactly at I am signing.
4. He was extremely insistent I have the insurance on my plan even though I definitely said no multiple times. 5)And lastly, I was never actually made aware of the fees that I was being charged for transferring my data. Had I actually been made aware that there was a $20 fee I might have reconsidered purchasing my phone there because I could have bought online and done it for free at home and saved myself an entire afternoon.

Overall, not a great experience or welcoming...

I absolutely cannot recommend this store to anyone expecting honesty, transparency, or even basic customer service from its management team.

I had a horrible experience at this store , my first and definitely my last. I went in to buy a kids’ watch and was told I wouldn’t have to pay anything at the time of purchase. However, when I returned to pick it up, I was hit with a surprise “Set Up and Go” fee, along with other charges totaling over $50 , none of which had been disclosed upfront. There was also a confusing watch-related fee included in the setup charge that I only noticed later on the receipt. To make things worse, when I first arrived, they told me they didn’t have my order until I mentioned the original salesperson, then suddenly, the watch appeared from a safe. I was told only a manager could waive the unexpected fee, but of course, no manager was available. Frustrated by the lack of transparency, I decided to return the watch right then and there without ever opening the box, trying it on, or taking it out of the store.

The worst part came when I spoke to a manager named Chris over the phone. I calmly explained that the fees were never disclosed, and that I was told a manager could waive them, especially since I’d still be paying the activation fee with the service. Instead of listening or helping, Chris was rude, aggressive, and dismissive. He contradicted himself , first claiming all staff are trained to disclose the fee, then saying they don’t have to. Even though I never left the store, used or handled the watch, I was still charged a restocking fee, despite being told there wouldn’t be one within 30 days. The salesperson said they didn’t even know how to set up that particular watch but that they could try. In the end, I was only refunded $20 out of the $52 I had just paid. Chris refused to take any responsibility or offer a solution. I left feeling...