Verizon — Local services in Murray

My experience with this Verizon location was most unfortunate. Last November, on Black Friday, a family member who shares my Verizon plan stopped by, in hopes of upgrading to a new phone, while taking advantage of a promotion that included getting the new phone at a reduced price AND receiving a $400 gift card. This phone was her second choice; the only motivation to buy it (rather than her first choice) was the reduced price and the gift card. She asked repeatedly while she was there if she qualified for this promotion. She wanted to be absolutely certain before she made the purchase. Both the manager of the store and the sales rep who was helping her assured her multiple times that she, indeed, qualified. One of them even joked with her saying, "If they don't give you the $400 gift card, I'll buy you one myself."

She signed and made the purchase. Sadly, while she did get the reduced rate for the phone, she did NOT receive the $400 gift card. Once the time passed after which she should have received it, she contacted Verizon both by phone and by email. This led to a lengthy string of phone calls and emails spanning several months. Verizon told her she had to work with the Promotions department. The Promotions department said she didn't qualify for this particular deal and should contact Verizon. Back and forth, over and over. Then COVID-19 closed offices, but once they reopened, I went into the store in person to try to sort this out. The manager (the same one who assisted with the deal back on Black Friday) told me he could do nothing to help, that it was beyond his power to get her the promised gift card. I suggested that they credit our next bill for the $400, but he said he couldn't do that either.

Soon after I left, he apparently looked into the situation further. He contacted my family member and told her he was trying to work with Verizon to solve this. In the end, Verizon took $200 off our next bill, so just half of what they owed. The manager told my family member this was non-negotiable.

Obviously, they realized that this was their mistake or they wouldn't have given us the $200 credit, but they refused to honor their promise and make it completely right. They cheated us out of $200. This is absolutely not okay. I will never trust Verizon ever again. Their sales reps and managers make promises they have no authority to keep, just to...

First time with Verizon and the initial visit went well, however we were told wrong information and live out of state and was promised the phone would be available Monday after the weekend, however when we called to see if we could pick it up before heading home we were told that it would not be arriving until Wednesday and that we were locked on the account so that we couldn’t get a phone from a different location even if it was available until the one that was “ordered” for us had arrived and then be canceled so that we could get one from a different location. My wife is pregnant and needs a phone now. There was no apology for the miss information or attempt to come up with a way to fix the problem they caused since we had canceled our previous service provider expecting to have Verizon. Not a good impression to start the service with them. Things just keep getting worse. The phone was stolen off the truck, but no call was made to let us know, and when we arrived they decided to call a different location to have them bring us a phone and would call is when it arrived, unfortunately it has been several hours and no phone and we can’t wait around anymore, been waiting since this morning and won’t be back in the state for several weeks. Thanks for nothing! Update (3/9/18) I have called the number that was provided and the store and was told they could not do anything for me (the store). Have tried calling the number provided, but have not been able to talk to anyone and ha e left several messages and not received a call back. Will not trust this place. Went to a different Verizon store and was told that they had ran my credit without my knowledge or permission. VERY disappointed in the lack of honesty and customer service. Would never go back to that store even if I...

On 6/2, I went in to have my phone number switched from an old phone to a new phone. I was on an old plan with family and switched to a new line with my partner that we set up prior to coming in and I needed to be removed from the family line. The only guy working that evening managed to not only fail to transfer my number, but disconnected my brand new phone's service completely, added multiple random devices to my line, lost all of my promotions, bumped my bill up from $150 to $1,500. This was supposed to be a quick and easy transfer that turned into over 2 hours of nothing but a mess with no resolution. He kept finger gunning me laughing it off and blamed customer service that there was a "language barrier" and that he could fix their mistake. He indeed could not fix it and called customer service 3 times to the point that he locked me out of the account for 24 hours. I went to a trusted friend at another location who had spent HOURS fixing his mistakes. Everything is not fully resolved but better than it was. This was a...