Verizon — Local services in Monroe

I felt compelled to write a review on my hideous experience at the Monroe Verizon store on Kelsey st. Sharing my 30+ day nightmare may be helpful to other potential Verizon customers. I decided to switch to Verizon on May 31, 2024. I purchased a phone plan and the Samsung S24. After 3+ hours, I left with my phone and 3 accessories, genuinely happy with my decision. On June 3rd, my debit card was compromised. This created a huge financial crisis for me. My bank didn't seem to be in a hurry to replace the hundreds of dollars in one lump sum, so I ended up frantically returning things to Walmart, Amazon and made an attempt to return $160 worth of accessories to the Monroe Verizon store. In summary, that conversation went from "yes, we can return it" to "we'll return it at a discounted price" to "we'll have to mail you a check for $60 because you don't have your original payment card" to "we aren't refunding it at all because you don't have the boxes". The 1 hour and 20 minutes that I was there to address the return is where I started to have a change of heart about the Monroe Verizon store. I felt that it was absurd for Verizon to decline returning two accessories, both of which I did not have the boxes for because the representative kept them on May 31st. When I came in on June 3rd I brought the one and only accessory box which was the screen protector. The irony in this is that is the only accessory that you CANNOT return. The cell phone case and the cell phone charger are refundable within 30 days, however the Verizon representative did not send me home with those boxes. She claimed that the manager could check surveillance, in 30 days, when he would be back in town. I was beyond words to think that a multi-million-dollar company couldn't simply just forfeit $167 worth of accessories to help me out in my financial crisis. They were all made aware of the purpose for the return (i.e. I shared a couple things to give perspective such as I lost my car insurance due to the compromised card fiasco), that didn't seem to remotely phase any of the representatives or district personnel that were involved in this extremely small return. I decided to write an email regarding my concerns to Carlos, the store manager who's out of town. He sent an email welcoming me to Verizon, however the email bounced back and I was directed to a link for customer service. Long story short, when it was all said and done, they refunded $26.89 to my new debit card. I spent $306+ on May 31 and get $26.89..... They told me the rest of the money would need to be refunded through customer service, so I left with the phone, per their instructions. The irony in what I just shared with you is that the primary reason they wouldn't accept the returns on June 6th was because I "didn't have the original form of payment card any longer", as it had been compromised, however, they had no problem refunding $26 and some change to my new debit card in the store on June 18. One might think that that's where it ends, but that is not the case. As I stated earlier, the store referred me to corporate to handle the return of the phone. Meanwhile I get a bill for $919 for the phone, in addition to $176 for the first month phone bill- I haven't even had the phone for 2 weeks and they want $176.... After over a month of back and forth chaos (for example, watching Carlos become unprofessional and unglued with the representative on speaker phone attempting to help me return the accessories) with Monroe Verizon store and their customer care department, I spent $306+ on May 31 and received a usage bill from customer care for $111+.... I received $26.89 back into my account- how gracious of the Monroe Verizon store....

PS Victra, spare me with your "I'm sorry" and "Please contact us and we'll help you" reply to my review- if anyone knows what a disappointment and nightmare that would...

on a cold, windy, foggy Friday evening I decided my 17 year old flip phone had probably reached the end of its line. Even though I had spent 18 years of my adult life as the vice president of communications for Verizon and an Officer of the company, I'd never been able to make the transition from my trusty flip phone to a smart phone.

I was ready to walk out when informed no flip phones were available, until sales representative Cody suggested that I evaluate the Kyocera starter package for smart phones. I made the comment "you mean smart phones for dummies" and he just grinned without ever insulting me once.

I must admit the smart phone package intrigued me for it came with a cover, a screen cover and a charger. While transferring data from my old phone to the new smart phone, Cody sat on a bench with me and taught me every basic task needed to get me started with "baby Steps" It was close to closing time and the manager left.

But Cody remained, and as he turned off all the open lights, he completed the data transfer from my old to new phone.

Once my purchase was made abnd we were out the door, Cody wanted to make sure the new phone worked with the handsfree in my car; which it did not. We tried every instruction in the manual until Cody came up with the brilliant idea that my old phone might still be on and attached to the handsfree, which it was.

After checking the trunk and turning off my old phone the smart phone connected and I was able to communicate with others during a very dark, foggy and dangerous drive from Monroe to Duvall.

Cody was kind, friendly,knowledgeable, dedicated, helpful and a creative problem solver. I know he is young at this point, but he is most definately management material. He understood the work day didn't end at 9 pm but when the customer had what they needed and was satisfied. By the time he had creatively solved the handsfree issue with my car, he had invested 30 minutes of his own time with no pay.

That is a man that understands what taking care of customers is all about. All the technical issues can be taught, but respecting and caring for customers is just part of who someone is. Cody showed me a number of outstanding qualities that night, January 9, 2015, that should be recognized and rewarded by management,

Ohhhh...and management. He was out the door at 9 p.m. sharp even with a customer...

I would leave negative reviews if I could. I've been dealing with Verizon Customer Service sense mid September after terrible gross misinformation from this store. I broke my phone on 8/31. I was leaving for a trip the very next morning and was not able to figure out a solution to get my.phone fixed or replaced before I left. So I go to this verizon store to see my options and bring with me a Samsung s22 ultra that had been used on a tmobile line and I was unsure if it was locked to tmobile still or not. I get to the store and the representative tells me that the tmobile phone is in fact still locked so he cannot activate. OK, fine, understandable. So I ask him for my options. He tells me that they have a Samsung 23 fe for free (just pay taxes which totalled over $100) and that the second line would only be $6-7/month. I ask him how that's possible that a whole additional line would be so little and he said "that's the promotional plan". So I think it over and say sure. This would ensure i have a functional phone for my trip and I'd have an additional line on my plan that costs barely anything should I ever need it. I get the new phone, schedule the repair for my broken phone for when I get back to town, and away I go. I get back from my trip around 10 days later. Shortly after that, I get a bill for over $450 dollars. My normal bill is around $150/month. I look at the charges and not only if the additional line that is only supposed to be $6-7 well over $100, I was charged a $50 activation fee for the phone that was NEVER activated because it was still locked to Tmobile. I end up returning the new phone to verizon and am now having to deal with ticket numbers and constant calls to customer service to work to get this entire mess redone. The customer service reps have told me they have no idea how this went so wrong and why everything was messed up. They've guaranteed me that they will fix it but I have now taken many many hours and multiple days of my time to try to get this absolute failure of a transaction resolved. This is beyond disappointment. I was even told by verizon CS that this was not only false informational that I was given in the store but knowingly false information. They basically told me the rep at the store lied to me and knew he was not telling me the correct info. Honestly the worst experience I've ever had...