Verizon — Local services in New York

Out of all of my customer service experiences my visit to this location today has by far been the most insulting and degrading. Today is April 11th, 2024. Around 4:30PM I visited this location to get further assistance with switching my personal services from AT&T to Verizon. When I first walked into the store I was approached by Jeremei in which he was nice and told me someone would be with me within 25 minutes. after a bit, he came over to assist me and asked me what did I need assistance with today. I explained to him what the situation was and even expressed to him how when I tried to switch to Verizon 6 months to a year prior I had a bad experience. As we further get through the conversation he says he’s going to quote me etc. Finally we get to the step where he asks me for my ID which is completely fine and he has me type in my personal info. We finally get to the step where he asks me if I am trading in and porting over my numbers in which in respond yes and he informs me that I had 10 days to bring back my trade-ins because I didn’t have them all with me at the moment. AFTER REACHING OUT TO 1800 VERIZON I WAS MADE AWARE THAT YOU ACTUALLY HAVE UP TO 30 DAYS TO TURN IN A TRADE-IN DEVICE. Even though I’d already asked him about the current promotions that INDEED REQUIRED trade-ins. I give him all the info needed to port over my numbers (i.e account number and transfer pin). He then proceeds to tell me PORTING OVER MY NUMBER HAS A ROLE IN DETERMINING WHETHER OR NOT VERIZON WILL REQUIRE ME TO HAVE A DOWN PAYMENT. He goes on to say if I proceed with my two lines, being that I AM PORTING OVER my numbers, I will only be required to pay $200-$250 to walk out of the door with my devices today which are the sale taxes. Next thing he does is ask me what colors and device storages did I need. I let him know I wanted the NATURAL TITANIUM AND THE BLACK TITANIUM IN 256GB. Which from their website is $1199.99 each. Essentially, $2,400 for both phones. He goes to the back of the store and within 10 minutes comes out saying there has been a glitch in the system where VERIZON is now requiring me to pay 50% of the FULL DEVICE PRICE because I DIDN’T HAVE MY TRADE-INS which contradicts what he said about having a “10 day grace period to bring devices back to store.” What he didn’t know was I was already aware that I was qualified through Verizon for financing for over $4,000 in which it wouldn’t require a down payment for anything less than $4,000, but I didn’t feel like I had to make him aware of this because it is my personal business and I assume he would be able to see this info being that you have to be qualified. This location has reps that will lie and scam to get what they want even if you provide every thing that is required and asked. Also what I find extremely insulting is he began with saying my port ins determine my down payments and which I was indeed porting over then once he couldn’t find a problem with that he made the problem that I didn’t physically have all trades in with me so that made me have to put 50% down. This location definitely needs a revamp! Maybe the experience I ended up receiving was based off of the fact that I was the only African-American in a store predominantly filled with hispanics which is located in a predominantly...

Decided to read some reviews before writing this one, there is no possible way I experienced such horrible service twice now at this 181 location, and to no surprise there are many negative reviews with the customer service … it is simply that bad, the owner seems to have the same cookie cut out response to all the negative reviews (very sorry to hear, we strive for etc etc etc), i don’t think you (owner) understand what the level of damage the staff here is doing to this particular location (or specifically the Verizon brand / corporation, as customers automatically assume it is the parent company standards) but no, it is this specific location, been with Verizon since 2007 and in a family plan for 10 years now give or take …. Feel free to send me your contact information and I will explain precisely, I will contact verizon directly to explain to them how condescending the staff here are and why 3 security officers are needed in such a small compact space, has nothing to do with the area and has everything to do with the disrespect from the staff (particularly the one customer service rep with braids, seems to have a chip on his shoulders), it truly seems this location could care less about customers or profit, one would think this place is subsidized to operate in this location because staff does everything possible to disrespect and push customers away which again hurts the brand.

Recommendation to anyone reading this, avoid this specific location in 181st and broadway if you can (simply not worth it) unless you absolutely have to with no other choice, you might get lucky and get a rep who is courteous, kind, and takes pride in their job, but that is if you’re lucky … if you experience something similar to what I describe, it is important that you leave a review as well as contact Verizon directly, the more people’s voice get heard and their experiences shared the more likely action will be taken and change will happen for the better, for now this place is something to avoid.

To the Owner, I’m willing to share both experiences if you like, feel free and send me your contact info, I did not leave a review prior, felt that people could have an off day, ignored and again, been with Verizon going on 20 years now, but this time around I had to write one as it became obvious and apparent that the level of service they is common...

It's that I've become used to bad customer service in general. Admittedly, I enter any Verizon store with very low expectations. However, today's experience takes the cake. I was trying to return one of their wifi cubes that I never used, cube or service . The employee/ person was very dismissive and condescending in tone as he rattled his dissertation about how he couldn't accept the equipment (which I was able to pick up at this same location). I understand how companies have their procedures and accept the fact that I have to call Verizon on the phone, have them send me a return label, take the label and equipment to a UPS store, this unit now is loaded onto a truck then probably an aircraft, flown somewhere, put on another truck and some final destination. When I wanted to make the point how wasteful that process is, time, money, frustration and most importantly the impact on the environment . This barely 20 something barked at me "Did you not just hear what I just said!". Unacceptable, is the kindest word I can think of at this moment.

Verizon, I understand how difficult it can be to find employees, let alone a good employee. However, this young man should not be a public facing employee, representing Verizon on a personal level. The disrespect for a customer not to mention another human being, shows his lack of interpersonal skills and parental training.

I've been a Verizon customer with the same phone number for 23 plus. I'm now shopping for a new service. If I can be so disrespected and dismissed, I feel that my loyalty is not...