Verizon — Local services in New Castle

Understand this: this is NOT a true Verizon store. There are no actual Verizon FiOS stores in Delaware. Like this one, every "Verizon" store in Delaware is a 3rd party authorized retailer. If you looked this store up online, that's clear, but nothing on or inside the building states this is a 3rd party retailer. I can't imagine the amount of unsuspecting people that go in here thinking they're dealing directly with Verizon. You are not.

I've now dealt with this store a handful of times over 2016-2018 and its always been a hassle. If you're just buying something, its probably fine. If you have any sort of technical issue I recommend you call Verizon support directly (yes, even though phone trees are a hassle). The first few times I went into the store it was a staff of about 4 guys all watching basketball on one of the TVs and yelling across the store to each other, not a welcoming atmosphere. I wanted to order an iPhone SE, which they did not have in stock. I met with an employee who told me he would place the order. Go back a week later, haven't recieved the phone in store, new employee knows nothing about the phone being ordered. They order the phone AGAIN. Go another week, no calls from the store at all. Finally, after actually calling Verizon support, they ordered and shipped the phone to me with tracking info. No idea why this store couldn't accomplish this.

More recently I went into the store attempting to return a FiOS Quantum Router and the employee would not accept the return, stating that "unless we have the model and serial number of your new router (the one I purchased), we cannot accept this return without shutting off your internet." They do NOT need this information, the employees here are either following some stupid policy from the "3rd Party Retailer," or are just lazy and don't want to process a return.

tl;dr - don't go here for any kind of customer support (technical, billing, or otherwise) or equipment return. Call Verizon...

My mother left a 1 star review and you replied. She is 73. She was sold a pixel 7 pro in Millsboro and it was refunded fully and they resold her a new device 4 or 5 times in under 6 months. She traded in her a10e. Every time she was told she could not return the phone or exchange it, yet she was fully refunded and given a new contract each time. Kevin just wished to keep reselling that Pixel. During these months her plan changed. Her a10e was worth $800 toward the Pixel during at least one return and resale of a pixel 7 pro to my mom. Her a10e and the 29 or so dollars they gave her for trade in value were returned too along with all payments. Yet she was always given only $700 off the pixel. During this time there was a promo for buy one pixel 7 pro get one free. She was not informed. When she first bought the pixel the a10e was worth up to 800 toward any financed phone. At the end it was worth 800 towards a pixel. I witnessed each phone overheat to the point I put them in the fridge several times. Two or three phones had dying screens that would flash green and go black. Due to this she and I as well suffered financial harm. On two phones the my Verizon app showed her monthly. Payment on the pixel as $35. Every contract stated the financing fee was $25 a month. As the pixel was $909 and she had 700 toward it over the contract, the phone should have been paid off in 8 months on her end. Why was the monthly payment so high? If a portion was subtracted from the 25 due each month the contract would last over 36 months. That is outrageous especially at a time Verizon claimed to be doing away with...

They lose much. I can not wait too cut ALL my services. I can talk to them about my Fios but you can't change anything. They can sign you up but not cancel. I don't have my acct# and the phone number associated with my Fios is not active. I have no way of proving that this is my account? The IVR customer service they always sends you too does not give you and option to choose the email or phone# to send your pin# too. The system will send it to both at the same time. I signed up for a 2yrs Fios acct and I know for sure I did. Now they tell me at the store it was 1yr, mmmm no ma'am. I need to talk to someone now $50 to almost $70 a month for Fios wifi where they do that at. I'm not running a business at this address. If they won't allow me to talk to a customer svc rep because of such and such, then we have no business. I talked to you guys to sign up for I can't talk to you if I have a problem???? Not cool you WILL NOT and I repeat WILL NOT rob me. I already put a stop to that. So are you guys gonna wait till the next bill so I owe double? That's not getting paid either if I can't talk to you about how I want to spend my money your services then you and your company are good for toilet paper. So when they bill bounce back in your system as in paid, then I guess you want to...