Verizon — Local services in Morrisville

I was on the call with Verizon customer service, and asked "what is the offer I got for my device?", after chatted for a while, I decided to go with Fold 6, however I wanted to see the physical device before order it. I came to this store around 5.30 PM and they said they don't have it in stock. Renee was the lady that greet us there. Since they don't have it in stock, I was about to leave and I told them, I'll call Verizon and order it on the phone or online. The store manager immediately chimed in and said "ohhh if you order it online/on the phone, it will be a long time". I heard what he said, I stopped and asked, so how long it will take if I ordered from here? He said "about 3 days".

Then, I thought ok, let's do it here then. I sat down in front of them. The lady did not even ask what color do I want, what is the size do I want, she just go ahead order it from whatever was being built by the customer service on the call earlier.

I was making sure to her, and asked "did you order this color for me and this size"? She answered "ohhh, I did not, I just clicked from online" While we were in process of ordering the device, this manager joke around with her about her ex-boyfriend, etc. I don't actually care what they are joking about, but it's inappropriate in front of the customer. He really was flirting with this sales associate. My husband stood there, unable to say anything, hearing about those jokes.

3 days after that, I called the store back, asking if my cell phone had arrived, because it says on the tracking, Monday 7 AM was arrived, no one call me. Tuesday no one call me either. Wednesday I called the store, and asked if I could get my device? The store manager answered the phone rudely saying "you cant pick up your phone, unless the sales associate is present". He told me its the store policy. He hung up the phone before even I can ask more questions.

I think that was super rude and ignorant. Which store has policy, buyer has to wait for their sales associate to get their stuff? what happened if the salesperson quitting or maybe have emergency situation (like car accident etc.). This is the most ridiculous policy I ever heard. If you worry about your commission, then go talk to the company and don't make the buyer take this nonsense policy.

I called customer service online, hoping to get some help, Shawn picked up the phone and assured me that I will get my new device asap. We hung up and he called me back to update the status. He told me to go to store, someone will be helping me to get my new phone.

I arrived at the store, Charlie helped me, and Austin was very nice, he is very knowledgeable about everything. Charlie makes sure whatever I need being done at that time. Too bad they are not from the store; they just do the training there. Austin also sent me text messages to make sure everything works fine with my new device, or if there is any question, I can ask him anytime. It is nice to meet Charlie and Austin there. This 1 star definitely is not for them, it's for this particular store!

I will not go back to that store ever again; I'll go online or call customer service. The only reason I go to that store mostly because they used to have the sales associate's name Benji, who go above and beyond about the products, addressed customer's questions and needs, but he is no longer there. No reason to go to this store and give...

So I am not someone that normally shares reviews online but in this instance I feel that I must share my experience.

Over a week ago (Sunday 4/18) I walked into this Verizon Authorized Retailer/Vendor location. I sat down with someone at the store and discussed the current issue that I was experiencing with my previous phone. My phone was over four years old and the battery was no longer holding a charge. I had done my own research online and knew which phone I wanted, Pixel 4a5g. The gentleman was able to get the phone for me and ordered the request for me and informed me that the phone would be there by Tuesday.

I ended up receiving a phone call that following Friday (4/23) that my phone had arrived and he was in the office. So we were a few days behind on the phone delivery, which is okay. My experience from there went down hill. I ended up showing up at 1pm to pick up my phone. The phone was there and all the accessories I had requested were there. From there I was requested to grant access to my account via my phone/account, which I was able to do upon my arrival. Then in the process of activating my new phone the individual I was working with deactivated my current phone without activating my new phone. During that time he was not able to activate my new cell phone and ended up changing/charging a new two year plan to my account. He then had to call Verizon (Core) to get access to my account because this billing was incorrect and get it corrected. They needed to get access to my account by sending me a text message, which both of my cell phones had been/were deactivated and I informed him that I shouldn't be able to get texts messages. He said that since I was attached to Wifi should still get text messages, which is a general lack of understanding of how mobile networking operates. Then from here he asked for my family's account pin, which I was not aware of and did not know. Which he suggested guessing it. Now there are additional items here that I will admit to personally going on that made it difficult to getting in contact with my family, however, this does not remove the fact that both of my cell phones had been deactivated by this individual. We ended up reaching back out to Verizon (Core) in attempt to change the pin, however, due to timing my family was not able to reset. This ended up locking the pin. I was therefore pointed to go to an "actual" Verizon retailer store to get my pin unlocked and then to return to get my new phone.

End all of this experience we ended up locking my families pin, deactivated my previous cell phone, and did not leave with a newly activated phone. This experience took over an hour and I left the store worse than when I had arrived. I was able to go out to a local Verizon retailer store and got my previous phone unlocked and my phone upgraded within 30 minutes. I understand this is not all on the individual that helped me because they are limited in their capabilities of what they can do onsite and being a third party retailer, however, an awareness of their product is essential to how they work. Additionally, that this has to be a process that they are doing on a regular and must be repeatable. Overall these things happen, however, in the future I will be very aware of not going to an authorized retailer and instead I will be going straight to a...

I don’t know how I would manage without the assistance of my dedicated representative at Verizon Wireless. I trust her expertise and always follow her guidance. Recently, she relocated from Garner, NC to the Morrisville location near Cary. One morning, my cell phone was acting up, so I called her from my cell but then it went blank. I was unable to retrieve calls or texts the rest of the day until I was able to get off work. I tried calling her from a landline at her new stores location with no luck. It took me through an 800 type number and had me on hold for a long period of time. Since I had to work and couldn't wait on hold via this number , I decided to visit her in person after finishing work. Luckily, she was there and I called her name as soon as I walked in asking if she was busy. 👀 Denise, promptly attended to my urgent issue, ensuring I had a fully functional phone and everything else I needed as it was essential for my job. I was grateful for her swift and efficient help, sparing me the need to resort to a temporary solution. Despite missing her message due to my phone screen malfunction, I was immensely pleased with her assistance and attention to detail. She had indeed been trying to contact me to help me with my service. Denise McLean Castor has consistently provided exceptional service, and her professionalism and dedication have kept me loyal to Verizon. Her exceptional customer care sets her apart, and I have turned down offers from other providers due to the unparalleled support she offers. Denise's efficiency and reliability make all the difference, especially when time is of the essence. I am always relieved and less stressed after working with her, as she truly goes above and beyond for her customers. I wholeheartedly recommend Denise to all my family's businesses and friends within the community who are looking for outstanding service. For anyone looking for exceptional assistance, I highly recommend reaching out to Denise Castor at the Morrisville, NC location. I prefer to work with who I build my relationship with.and her exceptional customer service is a huge part of why we are there. She is dedicated to her not just her customers but also the company. We follow Denise. I hope Verizon takes good care of exceptional employees like this. You don’t see people who work like this with a smile much anymore. 🦋🌼 (Denise Castor shines....